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Zendesk Reciew
What do you like best about the product?
We have always liked zendesk as an all in one solution.
What do you dislike about the product?
No real issues encountered during our time.
What problems is the product solving and how is that benefiting you?
Speed
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Zendesk Chat Review
What do you like best about the product?
The interface is pretty intuitive and the analytics are easy to understand.
What do you dislike about the product?
Setting rules can be a bit complicated in terms of who can view tickets by departments.
What problems is the product solving and how is that benefiting you?
Providing online chat support as a supplement to phone support. The benefit is I can walk them through the onboarding process directly on the website.
got the job done for most cases.
What do you like best about the product?
Simplicity and easy integration with slack to get notification of new issue or update. Also, Zendesk offers the client to submit the tickets via email.
What do you dislike about the product?
It seems like some of the analytics were incorrect and when we tried to question, we didn't get the answers. For example, the time to resolve metrics seemed to be very high and it didn't reflect our SLA that we had with the customers. But when we wanted to dig into the problem, I couldn't pinpoint the real cause to improve this.
What problems is the product solving and how is that benefiting you?
Communicate with customer reliably via email
Recommendations to others considering the product:
For a start-up or a small company, Zendesk provides a simple, cost-effective for customer support solution. With a few simple clicks, you can get the system up and run. It has simple interfaces and a few integrations such as Slack so I can get a notification right the way. Zendesk also has an app so I was able to perform simple tasks using my phone without log in using the computer.
Very good for support
What do you like best about the product?
Software is very good and support team is always helpful
What do you dislike about the product?
I don’t have anything...may be the price?
What problems is the product solving and how is that benefiting you?
Using for customer care support
Zendesk makes tracking tickets a breeze
What do you like best about the product?
Zendesk keeps all incoming emails organized nicely and allows each user to easily track their tickets.
What do you dislike about the product?
It could be easier to navigate between other users tickets in order to follow up on issues.
What problems is the product solving and how is that benefiting you?
This helps manage our customer support emails.
Zendesk is a great tool!
What do you like best about the product?
I like that you can set up rules and automation that makes sense for your business.
What do you dislike about the product?
I don't like that its hard to know when you have added or removed people from the thread and know what they can or can not see.
What problems is the product solving and how is that benefiting you?
Better measurements of SLAs and improved customer satisfaction. Easy way for customers to review their experience through support. It allows us to reach out proactively to unhappy customers.
Lots of bells & whistles
What do you like best about the product?
Zendesk offers a lot of features, it's nice to be able to pick and choose aspects of the platform to use!
What do you dislike about the product?
Not as user friendly/intuitive as some other platforms.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to host our help desk. Its help desk feature is much easier to use and more robust than others.
Zendesk is helpful but a little clunky
What do you like best about the product?
Overall, I like that Zendesk has lots of options for integrations and various features.
What do you dislike about the product?
The lack of options for handling duplicate or related tickets. It’s very manual to link them all together in order to keep similar cases all together.
What problems is the product solving and how is that benefiting you?
We solve general customer support questions across various departments.
Zendesk is a wonderful way for teams to communicate
What do you like best about the product?
I really enjoy the ability to leave notes on a thread. Seeing a thread where a couple others have also helped a customer is especially cool.
What do you dislike about the product?
There's nothing really to dislike about Zendesk. The only thing I have a problem with, there's hardly a solution. It's difficult to connect customers that are writing in from a different email than previously. That's a human problem, though.
What problems is the product solving and how is that benefiting you?
Everyone on the team can be available to respond to customers or pick up where someone else might have left off. Nothing ever has to be owned by anyone. We're able to set strict SLAs so our customers are being helped in a hurry. Using macros makes some ticket touches last a matter of seconds while still solving a problem for the customer.
Recommendations to others considering the product:
Just dig in and start grabbing tickets. It just takes time to get comfortable. Be sure to use macros and save yourself some time.
Easy to learn and usedul
What do you like best about the product?
It is intelligently organized and easy to learn
What do you dislike about the product?
The limited users you’re allowed is frustrating
What problems is the product solving and how is that benefiting you?
Easy way to connect with clients and solve their problems
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