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Works for work
What do you like best about the product?
I often receive a timely response and the staff show knowledgeable in their correspondence. Interface is straightforward, appealing and isn't too complicated
What do you dislike about the product?
Sometimes hard to enter all info into request, or hard to find specific info
What problems is the product solving and how is that benefiting you?
Tech problems.
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Love It
What do you like best about the product?
I'm a big fan of Zendesk but only as an enterprise solution. Zendesk is great for big companies that have multiple deparments that provide support.
What do you dislike about the product?
It's too overarching to use for smaller businesses.
What problems is the product solving and how is that benefiting you?
User support (internal mostly but some external).
Amazing Software Overall
What do you like best about the product?
Zendesk is great, between setting up micros to help automate work to the ability to have a one stop place for all issue history and fixes, we wouldnt survive without it.
What do you dislike about the product?
Sometimes having several tickets open makes things confusing when having several tabs open.
What problems is the product solving and how is that benefiting you?
We support end users with our prodcuts and services.
Awesome Ticketing Softward
What do you like best about the product?
Zendesk is extremely straight forward in terms of ticketing and I appreciate how I can make flexible and personal views and macros to help organize my own support process.
What do you dislike about the product?
At times I cannot see if someone else is viewing a ticket, this is a feature with Zendesk but not always reliable. When it works its awesome.
What problems is the product solving and how is that benefiting you?
We use Zendesk for all customer ticketing and having used it in previous support positions, i can't imagine using another tool. It is such a wonderful tool for tracking customer issues and gathering data while also staying organized personally.
Great platform to offer support!
What do you like best about the product?
It integrated into Salesforve flawlessly. ZenDesk had tons of features that made it easy to communicate with customers and allows them
To be directed to the appropriate department before the chat begins.
To be directed to the appropriate department before the chat begins.
What do you dislike about the product?
I didn't like that we wouldn't open a different browser window to research something without the chat going idle. Customers oftentimes thought the agent left before providing a solution.
What problems is the product solving and how is that benefiting you?
It allowed us to provide better staffing for hours that international customers were utilizing our chat features because it provides detailed analytics.
Great support platform
What do you like best about the product?
Good support ticket management. Good analytics. Nice ability to do email, chat, phone. We moved away from a smaller helpdesk service provider to Zendesk and were not disappointed. The workflow management, macros, templates, ticket assignation and 'all in one' solution is really good.
What do you dislike about the product?
Issues with email formatting . Some issues with service availability especially on the phone side. The macros and templates are good but they could be more dynamic.
What problems is the product solving and how is that benefiting you?
We've been seeing steady increases in ticket volume month on month, and have required a platform that's fit for our needs. Zendesk has been really good for enabling our agents to do more with their time, and improve their workflows. We're also using it to measure some key KPIs to better judge the performance of our team which is working well.
Excellent For MSP Businesses
What do you like best about the product?
I like Zendesk’s simplicity and its integrated knowledge base component. It’s an excellent tool for Managed Service Desks
What do you dislike about the product?
Zendesk’s simplicity is also its downfall. It’s a very stripped down, no-frills solution. Not a solution for change management or workflow.
What problems is the product solving and how is that benefiting you?
Zendesk adds value by providing a simple easy to use incident tracking system
Great for Tracking support
What do you like best about the product?
Easy to submit support tickets and track progress
What do you dislike about the product?
not a lot of automatic updates or interaction wihin the program, most done through email
What problems is the product solving and how is that benefiting you?
tracking help desk tickets
ticketing system that monitor social media platforms too
What do you like best about the product?
I consider Zendesk as all in one ticketing system. We use it for project tracking, communicate with customers via social media and ticketing system for helpdesk support
What I like Zendesk is it is very easy to install and it is available in mobile platform. I can easily track tickets on the go on my smartphone.
Another thing is that it has chat features as well! Which generates a ticket every incoming chat received.
What I like Zendesk is it is very easy to install and it is available in mobile platform. I can easily track tickets on the go on my smartphone.
Another thing is that it has chat features as well! Which generates a ticket every incoming chat received.
What do you dislike about the product?
It is kinda pricey! BUt I can say it is worth it. One thing I dislike about it is that there's no way I can allocate ticket to 2 light agents. Only one at a time
What problems is the product solving and how is that benefiting you?
We are using Zendesk as our ticketing system.
Recommendations to others considering the product:
Zendesk support is good, they are very willing to educate their clients in terms of their product
In love with zendesk!
What do you like best about the product?
Overall functionality and the ease of use, customer facing web interface and macros
What do you dislike about the product?
Chat support and lack of solid ticketing features
What problems is the product solving and how is that benefiting you?
Customer sales
Recommendations to others considering the product:
Can improve on ticketing features
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