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Happily used by a small start-up
What do you like best about the product?
I like how easy it is to connect my tickets to corresponding JIRA issues via an integration from the app marketplace. Merging tickets is also done very well (compared to competing products) and automation makes our lives a lot easier. We have macros set up to mark tickets as spam, hand them off to another team, etc. I have more time to think about my responses and manage our inbound flow.
What do you dislike about the product?
Zendesk's Help Center product was not an original Zendesk product, but gained in an acquisition. You can easily tell this - it seems like a totally different product, and it can be difficult to jump between your tickets and the Help Center. Customizing your help center and support website requires a front end developer - the base product they give you is very bare bones and not intuitive for a customer to navigate.
What problems is the product solving and how is that benefiting you?
We are a small startup that only offers e-mail support. Right now we have four support agents, and over 400 active users (some of those users have 100's of thousands of customers themselves) so we are pretty busy. We needed a support solution that would get out of our own way so that we could focus on tickets and not worry about having e-mails come in incorrectly, get lost, require a lot of manual reporting, etc. Zendesk makes it easy to see how well all of our agents are doing by providing comprehensive reports through their "Insights" tool. We've noticed a large increase in the number of tickets solved and a decrease in response time.
Recommendations to others considering the product:
If your primary need is to answer customer support tickets, then Zendesk is a great choice. If you are looking for a robust Help Center, phone bank, or CRM solution for your support team, that's not going to be Zendesk's strength.
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Zendesk
What do you like best about the product?
I love the full integration of Zendesk. The ability to have many different applications in one single platform
What do you dislike about the product?
I don't like how new the program is. Oftentimes we had issues with applications because they were simply new
What problems is the product solving and how is that benefiting you?
Customer service was huge for us. We loved having a single place to communicate with our clients.
Very easy to use and get metrics
What do you like best about the product?
I like that we place internal comments and it is integrated with other platforms
What do you dislike about the product?
I really love it! I just wishef it had more data metrics like Salesforce
What problems is the product solving and how is that benefiting you?
It's easy to use it as a team and very straight forward to teach it.
Recommendations to others considering the product:
Add more metric features, my company is thinking to switch to SalesForce because they provide more data metrics. Please add more advance features. I don't want to lose Zendesk!
Zendesk Cloud Support
What do you like best about the product?
It is collaborative and all the team can be setup to be notified about the issue. you can add any external partner as well to the notification email.
What do you dislike about the product?
Its feature of encouragement. putting random words it is really annoying
What problems is the product solving and how is that benefiting you?
HelpDesk support. it is easy to use. User does not need to log into the system the ticket gets created via email.
Zendesk
What do you like best about the product?
Works well to allow support staff to track what needs to get done
What do you dislike about the product?
Some tickets get mistaken as emails and coworkers hit replay all and all members get the email
What problems is the product solving and how is that benefiting you?
Helped support staff track what needs to get done
Flexible and easy to configure
What do you like best about the product?
Ability to set reminders, pre-configured reporting, ease of setting up business rules
What do you dislike about the product?
The cost is getting to be pretty high if you're looking at the enterprise plan (most features)
What problems is the product solving and how is that benefiting you?
One single place for all support communication, ability to track support requests on a per client basis, support metrics reporting
Recommendations to others considering the product:
Start your configuration with the basics of what you need. Then move on to more nuanced needs/business requirements
Zendesk - The best support tool for ticket and phone interactions
What do you like best about the product?
It has the ability to notify you of all SLAs.
It will provide easy color coded options for each ticket. The ticketing creation is fast and easy with plenty of macros and addons available. Our boss was able to configure Zendesk with our knowledge base as well as Slack.
The seamless integration into the other paripherals makes zendesk an easy choice.
I do also enjoy the reminder functionality in addition to the ability to send reviews post ticket close.
The ability to easily view the metrics and data in comparison to anyone else in your team is helpful for evaluating performance.
This app even has a mobile version, which rocks for on the go ticketing!!!!
It will provide easy color coded options for each ticket. The ticketing creation is fast and easy with plenty of macros and addons available. Our boss was able to configure Zendesk with our knowledge base as well as Slack.
The seamless integration into the other paripherals makes zendesk an easy choice.
I do also enjoy the reminder functionality in addition to the ability to send reviews post ticket close.
The ability to easily view the metrics and data in comparison to anyone else in your team is helpful for evaluating performance.
This app even has a mobile version, which rocks for on the go ticketing!!!!
What do you dislike about the product?
There was not much to dislike. Perhaps the lack of all inclusivity with pricing. The phone ability is an additional cost as well as other features. This is normal for the space however I assumed it would have been included.
The other part I do not like is occasionally, there are Zendesk outages. More than I would have expected. They keep the clients posted and up to date however in an ideal world, this would not occur.
The other part I do not like is occasionally, there are Zendesk outages. More than I would have expected. They keep the clients posted and up to date however in an ideal world, this would not occur.
What problems is the product solving and how is that benefiting you?
The ability to provide quick, meaningful responses, with the metrics and capability to report and ensure efficiency across all support units.
Recommendations to others considering the product:
It rocks!! SO EASY AND USER FRIENDLY!
Great Customer Service Interface
What do you like best about the product?
Love that all tickets can be kept track of in one place, that you can search for past/multiple tickets by same user, and that you can add internal notes for your team.
What do you dislike about the product?
It can sometimes be slow or get hung up and not save the changes that are made.
What problems is the product solving and how is that benefiting you?
This is our primary form of customer support communication.
Best Customer Support
What do you like best about the product?
My favorite thing about Zendesk is that it's so easy to use. As an admin of the system, it was easy to learn and is very straightforward in its approach. I have a lot of flexibility on the back-end to route tickets and make our operations folks' work as easy as possible. Plus, there's a ton of add-on apps that are supported by Zendesk and others that allow for easy integration with other systems.
What do you dislike about the product?
My biggest issue with Zendesk is that it's hard to communicate between two instances of Zendesk. Many of our customers also use Zendesk, so when we need to communicate with them it becomes a hassle because of the automated nature of the program. It will suspend automated tickets from the other Zendesk account, even when we need to see those responses. I cannot understand why Zendesk doesn't have a fix for this yet.
What problems is the product solving and how is that benefiting you?
We use Zendesk to interface with our customers on a daily basis. It streamlines customer support and helps us gather data and analytics on our customers, our support teams, and where we need to focus our time and energy. Plus, the Help Center (now called Guide) is a great place to post information and see what our customers are searching for and what they need the most help with. It helps us automate our customer interactions while still being a friendly, approachable company.
Excellent platform
What do you like best about the product?
I think what i like the most is the organization aspect. It's super helpful for me and my coworkers.
What do you dislike about the product?
I can't think of anything I don't like about Zendesk. I might like to have more support/help topics to navigate.
What problems is the product solving and how is that benefiting you?
I use Zendesk for checking voicemails and responding to support tickets.
Recommendations to others considering the product:
Try it, you'll love it!
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