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ZenDesk Makes HR Requests Manageable
What do you like best about the product?
ZenDesk allows me to prepare for repeat questions. In my line of work I am asked the same things continually. Being able to use the macro feature to perfectly prepare responses makes work far easier and efficient.
What do you dislike about the product?
I often encounter delays in receiving messages when ZenDesk is encountering issues.
What problems is the product solving and how is that benefiting you?
It allows us to respond to questions far faster than using email.
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Zendesk offers a clean support suite without sacrificing functionality.
What do you like best about the product?
The UI is clear and aesthetically pleasing, the functionality is comprehensive and works together seamlessly.
What do you dislike about the product?
There are only a few gaps in native functionality, and these can usually be bridged with either third party apps/integrations or api use.
What problems is the product solving and how is that benefiting you?
- Efficient ticket routing and views.
- Automated workflows.
- Reporting.
- Automated workflows.
- Reporting.
Organized and Customizable
What do you like best about the product?
I absolutely love the Zendesk Support Suite for its versatile features. The ability to organize tasks using various views is a game-changer, allowing for streamlined workflows. Additionally, the inclusion of products like Explore for in-depth analytics and Chat for seamless customer interactions adds an extra layer of functionality that greatly enhances our customer support process.
What do you dislike about the product?
They split up certain areas such as where they keep email addresses versus previous orders that makes it a little more time consuming to navigate through when dealing with a live chat.
What problems is the product solving and how is that benefiting you?
the suite helps us communicate with our customers quickly and effectively as well as providing us with analytics of what our agents are up to. It helps with training our staff and implenting company policies.
Easy to use, intuitive
What do you like best about the product?
It took a little while to get use to the navigation and learning where tools are. Once I learned, using Zendesk is quite easy and it's easy to train folks on. This is my first time using this type of platform. On the ticketing side, I think it's less complicated than ServiceNow but it's still a little tricky configuring and getting it started. But once it's all said and done, it's quite a nifty tool.
What do you dislike about the product?
The explore tool has given me a lot of headache. I think there's too much customization. Some folks like that, but for me and my team, it's slowed down our reporting processing and it add development time. I wish explore was a little more streamlined. Also, the amount of customization when it comes to theme and layout isn't as easy as it looks. ZD only supports one theme really and doesn't give much support or easy designing to change up the look. You need a coder to turn the platform into something unique and different.
What problems is the product solving and how is that benefiting you?
We had a problem with our old chatbot and gathering analytics. We did not have a public help desk with articles to answer faqs. Zendesk allows us to do all of this within one platform which is great.
Do yourself a favor!
What do you like best about the product?
Our company has utilized ZENDESK Support Suite for well over 5 years now and we wouldn’t be where we are without it. The ease of use, the ability to stay in contact with our customers whether by email, chat, phone, etc has become intricate to our business and how we operate. Cannot recommend this enough!
What do you dislike about the product?
Support for the back-end is sometimes difficult to reach. They will answer but it was not immediate for our needs. Has not always been an issue but has happened.
What problems is the product solving and how is that benefiting you?
Making it easier to stay in contact with the customer is helping us stay more involved and better equipped to handle any problems that arise. Our volume fluctuates and having the ease of being able to be present with the customer as much as possible helps us continue to grow.
Good integration between customer tickets and Guides
What do you like best about the product?
The Suite provides easy Integration between the Customer Support system and Guides ( documentation portal). Customers can looks for any useful articles before they raise a support ticket.
What do you dislike about the product?
There should have been a staging environment to publish the guides for internal reviews before we could push it to the production environment.
What problems is the product solving and how is that benefiting you?
Organizing and prioritisation of customer tickets. Maintenance and monitoring of tickets are quite easy.
The engineering team could easily fix the issues and communicate the resolution to the customers on a real-time basis.
The engineering team could easily fix the issues and communicate the resolution to the customers on a real-time basis.
Nee
What do you like best about the product?
Ease of accessibility and adoption makes it easy to train new users and update as needed to obtain more information.
What do you dislike about the product?
Basic Reporting features are not flexible for executive management information.
What problems is the product solving and how is that benefiting you?
Allows internal tracking of issues. Makes team accountable for resolution of customer satisfaction.
Its okay
What do you like best about the product?
It's a well known passion system. Please join me in
What do you dislike about the product?
At times I have found the support to be challenging. My questions are not acknowledged or addressed thus far.
What problems is the product solving and how is that benefiting you?
Responding to customer support inquiries
Great system for managing customer support
What do you like best about the product?
Having all of the built in metrics available in Explore has been a blessing to see where our team struggles and excels. There are lots of insights available.
What do you dislike about the product?
Does not play well with some other websites like NetSuite. Haven't been able to get live chat to work well.
What problems is the product solving and how is that benefiting you?
It is helping us determine priority of support requests so we can make sure the most important tickets are addressed first.
Zendesk is an amazing ticketing system
What do you like best about the product?
I've used a few different ticketing systems in my support journey (Salesforce, spiceworks, team support) and Zendesk is by far the best one yet. We haven't even unlocked it's full potential but it's made our lives in support so much easier. It's incredibly flexible and simple all at the same time.
What do you dislike about the product?
There isn't much I dislike about Zendesk. I've ran into some issues like trying to remove old fields that are irrelevant but doing so would cause our historical data to be incorrect. I do wish there was a way to "retire" or "archive" old fields to remove them from use but not alter the historical data.
What problems is the product solving and how is that benefiting you?
Honestly it's solving so much, mainly simplifying support for Agents. So many ticketing systems have too much noise and can make working tickets really frustrating. Zendesk does not have that issue!
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