Zendesk Suite
ZendeskReviews from AWS customer
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6,472 reviews
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Great way to organize requests
What do you like best about the product?
The user interface allows you to organize tickets so that you can see which ones are assigned to you, unsolved, and recently updated. There is a magnifying glass in the upper right corner to search tickets. I also like being able to send an internal message to others without the customer seeing that conversation. It is also easy to see the whole ticket in email and pull up the ticket from email, as there is always a link to the ticket.
What do you dislike about the product?
I'm not familiar enough yet with how to use ZenDesk via email, and the user interface could provide better guidance for managing tickets on email. I also find it difficult to track which file attachments go with which messages (for example, if a customer sends files in subsequent requests). I also wish that an internal communications could be targeted to specific people, versus just one person.
What problems is the product solving and how is that benefiting you?
Handling multiple change requests and routing tickets back to my supervisors if I have questions using internal communications.
Recommendations to others considering the product:
Use email filters so that your main inbox isn't flooded with Zendesk tickets. I made an Outlook rule so that everything from Zendesk goes to another folder to stay organized.
it was positive
What do you like best about the product?
the experience was great and easy to use
What do you dislike about the product?
everything that was tested worked perfectly
What problems is the product solving and how is that benefiting you?
data recovery
Zendesk - A handy Support system that doesn't let you down anytime
What do you like best about the product?
The UX for ZD is extraordinary. I have been using ZD for over 4 years now and the way this Product scaled is truly amazing. The reporting structure in ZD is very elaborate and helps track the metrics within my Team even on miniature details.
What do you dislike about the product?
Well, I think the Answer Bot should be improved a bit. It's not that I dislike it but It's been a bit buggy for a while now.
What problems is the product solving and how is that benefiting you?
We use ZD for Product Support and Knowledgebase.
Zendesk, It gets the job done
What do you like best about the product?
Ease of learning curve makes it rather simple to get things up and running fast
What do you dislike about the product?
Often times it gives errors with little to no useful description.
What problems is the product solving and how is that benefiting you?
logging of customer calls and followups.
A good system to use but still needs a little work.
What do you like best about the product?
The ability to manage our different accounts from one central location.
What do you dislike about the product?
There still a few details that need to be ironed out as far as making it easier to manage.
What problems is the product solving and how is that benefiting you?
Answering all of our client concerns, issues, and questions.
Easy to use from agent to customer.
What do you like best about the product?
Its super easy to use. You dont need to be tech savy to navigate through.
What do you dislike about the product?
There isnt much I really dont like about it. Its one of the best ways to do tickets.
What problems is the product solving and how is that benefiting you?
We handle complaints and any bug issues. People like to mark there issue as high priority even when its not.
Ease of use
What do you like best about the product?
Ease of use, good customer service. Updates about degraded softwares on social media, cool features related to ITSM.
What do you dislike about the product?
Frequent outages, apart from outagea no issues.
What problems is the product solving and how is that benefiting you?
Customer issue management
Easy day to day help for our customers
What do you like best about the product?
I really like the design and accessibility. I'm never lost and can deal with several customers at once.
What do you dislike about the product?
There is nothing really that i dislike. I had no problems with Zendesk since day one.
What problems is the product solving and how is that benefiting you?
Some clients prefer to chat instead of calling or emailing us. On the other hand a successful chat often leads to a telephone call and better relationship with client.
Zendesk for a tech startup
What do you like best about the product?
Great system to integrate with AirCall, keeps track of tickets and stats.
What do you dislike about the product?
The search function and organization processes can be improved.
What problems is the product solving and how is that benefiting you?
Keeping track of customer complaints, easy to pull up call history.
Recommendations to others considering the product:
Know that it isn't a great organization tool
Great software and easy to use
What do you like best about the product?
I love the ease of use with this product and all of my employees ease of use.
What do you dislike about the product?
I would like for there to be more features.
What problems is the product solving and how is that benefiting you?
Providing 24x7 customer support
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