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Help when you need it
What do you like best about the product?
Zendesk is a great platform for providing ongoing support to clients. We use it to communicate with clients who need help with their websites and it's been a great tool.
What do you dislike about the product?
The dashboard is a bit convoluted. I don't always know where to go to find my tickets. I think the difficulty is in the icon-based "navigation" instead of text-based direction.
What problems is the product solving and how is that benefiting you?
We solve ongoing support tickets for our clients using Zendesk Support. They submit a "Help Desk" ticket and our team is able to solve the problem.
Recommendations to others considering the product:
If you're looking for a platform to help out customers and answer their support questions, Zendesk provides a great place to do that. Clients can ask questions, upload documents, set a budget, and provide a score on how helpful your feedback is.
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Zendesk is great
What do you like best about the product?
As a first user of Zendesk, it was so easy to start using and easy to get the hang of. Zendesk's support team are extremely helpful, get back to you straight away, and are very nice and cheery people.
What do you dislike about the product?
You cannot forward a ticket to someone else without the sender receiving the same response.
What problems is the product solving and how is that benefiting you?
We receive and solve all our Support questions using Zendesk. So, its the main product we use for our communication with our users. support service.
Zendesk Review
What do you like best about the product?
Ability to track all communications regarding a case.
What do you dislike about the product?
Unable to search communication within a case.
What problems is the product solving and how is that benefiting you?
Providing software support to customers.
Great issue tracking platform!
What do you like best about the product?
Zendesk has an incredible array of tools for tracking issues, it's easy to respond in-line to people who have responded to my issues, and the response time is incredible.
What do you dislike about the product?
It would be great if there was some kind of instant messaging platform to get real-time updates for when an agent is typing/responding to the issue.
What problems is the product solving and how is that benefiting you?
It has never be easier to review and track issues. I like that I can see every issue in my queue in one view, and I like being able to see visual cues for various statuses.
Recommendations to others considering the product:
Do it! It's a great platform with a lot of support.
Great ticketing system!
What do you like best about the product?
We were able to enable a play button system were our agents can process priority tickets based through filtering the tickets coming in. This makes sure we can process tickets without having to filter each and every tickets that come in which can be very time consuming.
We were also able to employ a few macros or canned responses which helps guide our agents in processing the tickets correctly.
Each and every ticket is also categorized based if it was a question, an incdent or a known issue so we can track down if we are geting a lots of tickets on a certain area/thing. This helps us optimize our process and products.
We were also able to employ a few macros or canned responses which helps guide our agents in processing the tickets correctly.
Each and every ticket is also categorized based if it was a question, an incdent or a known issue so we can track down if we are geting a lots of tickets on a certain area/thing. This helps us optimize our process and products.
What do you dislike about the product?
If two agents happen to click on the play button at the same time, the same ticket is going to be assigned to both of them unless they assign the ticket to theirselves which takes about a few more clicks.
Zendesk is quite heavy on bandwidth. We sometimes experience problems is the upload speed of our connection is a little bit slow. This makes some agents not be able to answer phone.
We would also hope there is a better phone interface in the future. It works right now, but it could be better.
Zendesk is quite heavy on bandwidth. We sometimes experience problems is the upload speed of our connection is a little bit slow. This makes some agents not be able to answer phone.
We would also hope there is a better phone interface in the future. It works right now, but it could be better.
What problems is the product solving and how is that benefiting you?
Provide fast 24/7 customer support to our clients.
Recommendations to others considering the product:
It takes a while to get to learn the system (which is true for every system out there). Zendesk is very reliable and helps process your tickets faster.
Zendesk support
What do you like best about the product?
Zendesk looks like a standard email you would receive from any work colleague.
What do you dislike about the product?
I prefer emailing a specific person's email address as opposed to an alias from Zendesk, which makes it feel less personalized.
What problems is the product solving and how is that benefiting you?
Teams within our organization use Zendesk to provide sales and technical support internally.
Simple to use with great reporting
What do you like best about the product?
Without question the ability to reopen a solved ticket with in a small time frame. Next would be the ability to copy and pasted images and screen shots into general ticket notes without having to attach a file.
What do you dislike about the product?
No timers on tickets for reminders with the package I use. Would be nice to set next touch timers depending on criticality in many cases.
What problems is the product solving and how is that benefiting you?
The reporting functions are very handy but I really appreciate the search engine capabilities to find past cases.
Recommendations to others considering the product:
Give it a shot, might be just what you are looking for with easy setup.
Nice Tool for Help Desk Support
What do you like best about the product?
I use ZenDesk to submit help desk tickets within my company. It's easy to use. I like the interface -- forms are easy to complete. Follow-up is good.
What do you dislike about the product?
What you see is what you get. Nothing about which to complain. I don't know how easy or hard it was to implement or to maintain.
What problems is the product solving and how is that benefiting you?
Help Desk support tickets. I am able to submit my issues to IT easily.
Amazing!
What do you like best about the product?
It's so easy to set up and use! Their built in help center is a huge added bonus!
What do you dislike about the product?
It's a bit tricky to adjust the automation sometimes, EG: send a text to a customer when we have replied.
What problems is the product solving and how is that benefiting you?
We have alot of customers asking to subscribe, as this is a manual process for us it helps us work through them in a good timely manner.
An easy to use Chat tool for Business
What do you like best about the product?
Automatic page triggers and the ability to see the visitor's viewing page is a big advantage as we can understand what the customer is looking for. Also, the shortcuts are very easy to use and save a considerable time in replying to the FAQ's
What do you dislike about the product?
Sometimes the website analytics in the dashboard crashes and will hang with monthly data. The chat widget is quite big and has a kind of old school logo which can be enhanced better.
What problems is the product solving and how is that benefiting you?
We are using it to handle real-time chat with our customers and we are able to achieve high conversion rate with the Triggered messages as we get a reply and understand what our customers want.
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