Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Zendesk Review
What do you like best about the product?
Organized UI, very easy to use and navigate
What do you dislike about the product?
Sometimes it can be a bit clunky, semi expensive
What problems is the product solving and how is that benefiting you?
Organizes customer tickets and internal tickets
- Leave a Comment |
- Mark review as helpful
One of the best technology or application
What do you like best about the product?
What I like best is the convenience it offers to me as a Customer Support. The options are very useful in doing my Job, the same with the reality that it's user-friendly. I really like Zendesk.
What do you dislike about the product?
In rare occasions, there is a latency that needs to be fixed. But no worries, this just happens on a rare occasion so overall, furthermore, the graphic design needs to get more of modern.
What problems is the product solving and how is that benefiting you?
As an agent for customer, I am encountering problems in having a hassle locating buttons or options, Zendesk has this feature where you can easily locate the options that you need. So it is very convenient especially when you are speaking to multiple customers.
Flexible Support Ticketing System and highly customizable Guide for Kbase and Community experience
What do you like best about the product?
What I like about Zendesk suite is that it is very easy to use. Under the agent workspace, you can have the summary of your tickets, customized views with permission on groups, role, but the beauty is with triggers and automation to easily route tickes or create complex workflow and automation. You have macros feature and an SLA function too which is quite powerful. We also push side conversation to Microsoft Team but this can be done within Zendesk too
Additionally, it has a customizable Help Center which gives you the necessary information that you need to know in your product and the steps to take when troubleshooting and a weaker Community/Forum Gather product.
Additionally, it has a customizable Help Center which gives you the necessary information that you need to know in your product and the steps to take when troubleshooting and a weaker Community/Forum Gather product.
What do you dislike about the product?
Main dislike is the inability to massage the data for Closed Tickets (so you cannot come back and change incorrect information for closed or archived tickets) which hamper the ability to accurately report from their Zendesk Explore (as data cannot be modified) - Zendesk Explore is a bit cluncky too.
What problems is the product solving and how is that benefiting you?
Zendesk is at the core of the delivery of our Customer Success Operations to Customers and Partners through agile ticketing system and Kbase/Community and Gather (for Reporting)
Zendesk
What do you like best about the product?
I've been using Zendesk Suite for a while now and I'm quite pleased with it. Our customer service operations have been greatly expedited as a result of the unification of Support, Chat, and Guide into a single platform. The user-friendly interface allows our agents to manage problems, interact with consumers via live chat, and even produce useful knowledge base articles. The automation tools have saved us a significant amount of time by ensuring that the correct tickets are sent to the correct agents. Overall, Zendesk Suite has transformed how we handle customer interactions and improved our overall customer happiness.
What do you dislike about the product?
The reporting and analytics features lack depth and often provide inaccurate insights. The constant updates also disrupt our workflow, as we have to constantly adapt to new changes that don't necessarily improve the user experience.
What problems is the product solving and how is that benefiting you?
My personal favorite:
Ticket Management and Tracking: Effective ticket management is one of the primary challenges addressed by Zendesk Support Suite. It collects and organizes incoming client inquiries from various sources such as email, chat, social media, and others. This simplifies the process, prevents tickets from sliding through the gaps, and guarantees that customer issues are resolved quickly and consistently.
Ticket Management and Tracking: Effective ticket management is one of the primary challenges addressed by Zendesk Support Suite. It collects and organizes incoming client inquiries from various sources such as email, chat, social media, and others. This simplifies the process, prevents tickets from sliding through the gaps, and guarantees that customer issues are resolved quickly and consistently.
Easy to use
What do you like best about the product?
It is easy to use and easy to train new people to use as well.
What do you dislike about the product?
It can sometimes get overwhelmed with changes added and start to not function properly, which can be confusing to understand the limitations and where changes need to be made.
What problems is the product solving and how is that benefiting you?
It is helping to reach and help our customers, whether by email or live chat. We can also easily track interactions with each customer.
Empowering Success Through Scalability, Integration, and Exceptional Support
What do you like best about the product?
The Zendesk Support Suite has exhibited commendable attributes such as scalability, integration capabilities, omnichannel support, unified customer support, customization, flexibility, and robust reporting and analytics features. Furthermore, their premier support service is truly exceptional. It's worth noting that while no platform is flawless, the effectiveness largely hinges on the specific variant you've procured. The Zendesk Support Suite offers comprehensive solutions and distinguishes itself by being user-friendly. Our current key performance indicators (KPIs) stand as a testament to its excellence, alongside the contributions of our strategic technology partnerships. Zendesk, in particular, has played a pivotal role in achieving best-in-class results!
What do you dislike about the product?
I find Zendesk's feature prioritization process to be somewhat slow for my liking. However, as long as they keep customers informed and actively work on the prioritized features, I'm satisfied with their approach.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite resolves operational challenges, enhances customer satisfaction, and empowers us to deliver efficient and effective support services. It ultimately contributes to our business success by allowing us to focus on providing exceptional customer experiences.
Zendesk, perfect solution for techinical support and customer service.
What do you like best about the product?
It allows the user to assign cases to each other easily. The agent can view the complete history of previous conversation on a single screen while on chat. Easy access to reports. Scheduled reporting helps the stake holders while on a review or dailt standup meets.
What do you dislike about the product?
Difficult to intigrate with other sales software like sales force, pipedrive. Zendesk needs to have a only calling options seperately if some one needs it just for calling purpose. This calling feature needs to have an easy intigration.
What problems is the product solving and how is that benefiting you?
We are able to use zendesk as a one stop solution for Techsupport, billing, collections, retention and customer service teams. As it give the agents the complete history of the customers at a single page. Agents are also able to read the notes from other departments, which is some times very useful.
Not a fit for me
What do you like best about the product?
Honestly, I don't like Zendesk. Beside my preferences, Zendesk was a tool that I had to use daily since we had to interact with the customers daily.
In our case we had two kinds of tickets, we handled emails and live chat, both options worked but not in the way that I was used with other tools.
I can highlight that we had an IKB to check and verify the procedures, in order to provide solutions to our customers.
I didn't like my experience with Zendesk but it is a tool that is functional.
In our case we had two kinds of tickets, we handled emails and live chat, both options worked but not in the way that I was used with other tools.
I can highlight that we had an IKB to check and verify the procedures, in order to provide solutions to our customers.
I didn't like my experience with Zendesk but it is a tool that is functional.
What do you dislike about the product?
The thing that I always dislike about Zendesk was the notification sound in the moment when a chat was assigned to you. It was a loud and long bell sound, even if I tried to modified, I never found the option to change the notification sound.
Also, there was not a dark mode. This was a very important thing for me because I worked during the night and a lot of hours. The dark mode helped to avoid my eyes getting even more tired.
Also, there was not a dark mode. This was a very important thing for me because I worked during the night and a lot of hours. The dark mode helped to avoid my eyes getting even more tired.
What problems is the product solving and how is that benefiting you?
Zendesk assigned tickets to agents in order to provide answer to the customer's inquiries through email and chats. Also, it integrated
calls, so the managers were able to solve specific issues directly with customers.
Zendesk helped to assigned the workflow of tickets evenly depending on the number of agents available, provided the necessary tools to complete our daily tasks.
calls, so the managers were able to solve specific issues directly with customers.
Zendesk helped to assigned the workflow of tickets evenly depending on the number of agents available, provided the necessary tools to complete our daily tasks.
Zendesk Support
What do you like best about the product?
Robust omnichannel platform, intuitive, comprehensive platform between channels
What do you dislike about the product?
Lack of quality tech support or takes a while to resolve issues. Tech support doesn't understand specific Zendesk instance (specific business needs)
What problems is the product solving and how is that benefiting you?
Agent workspace is new and we are excited to see how that will help us. We hope to see AI improve. We piloted ChatBot and it was not successful for our needs.
Zendesk is a good tool for customer tickets
What do you like best about the product?
I love that I can integate Zendesk with Apptentive's Message Center and have a two way conversation with my users. This has helped keep bad reveiws off of the app store and increased user retention by being able to solve their problems so they don't churn.
What do you dislike about the product?
Zendesk is not super easy to set up. To set up a new customer you no longer can use the wizzy wig tools to create your themes but have to use HTML to customize which I am not good at using.
What problems is the product solving and how is that benefiting you?
Through Zendesk we are able to have direct conversations with our users to fully understand their issues and walk them through it. Having this personal knowledge about their issues helps us prioritize bugs and help out other users who may not be submitting tickets too.
showing 211 - 220