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Great helpdesk queue, easy to prioritize, track Csat,
What do you like best about the product?
easy managability of ticket requests.
easy to build in and update macros.
easy to integrate apps from the marketplace that help track time etc, offer real time chat.
easy to build in and update macros.
easy to integrate apps from the marketplace that help track time etc, offer real time chat.
What do you dislike about the product?
bugginess. also server based so when the data center goes out, our helpdesk is down. we had several outages caused by this.
What problems is the product solving and how is that benefiting you?
Honoring and surpassing our SLAs
helping us to be more accessible to users via live chat.
helping us to be more accessible to users via live chat.
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Easy and useful support management tool
What do you like best about the product?
Easy to manage tickets coming in, assign to coworker, make internal comments, resolve issues
What do you dislike about the product?
It is sometimes frustrating when Zendesk sends out too many alert emails to the customer. We sometimes forget to mark a ticket as solved and later on we have to solve it, then the customer gets an email which can be awkward. We usually change the requester field to ourselves to get around this.
What problems is the product solving and how is that benefiting you?
We can manage the workflow of questions coming in in a timely manner and ensure all issues get addressed.
Zendesk helps us achieve better customer service
What do you like best about the product?
We are in the industry of Technology it very important that we always stay in communication with our client especially when they are experiencing issues. Zendesk is a tool that assists in doing that and has been very effective in allowing us to stay organized while responding to client concerns.
What do you dislike about the product?
There really is not much about Zendesk that we do not appreciate in our organization. Although there has been a few incidents where our client's have complained that they never received a response, but this again is rare and we are not sure if those client actually ever reached out to us to begin with regarding their issues.
What problems is the product solving and how is that benefiting you?
We are in the internet marketing field specifically focused on the Storage Industry and we consistently receive request through Zendesk regarding client issues
Recommendations to others considering the product:
Try it out, it has helped our organization a lot in answering client's in timely matter.
Zendesk Review
What do you like best about the product?
There are no ticketing systems that are perfect, but Zendesk is great for small to medium sized teams. It's reporting is great, and it's intuitive and easy to use.
What do you dislike about the product?
I have to download some reports to excel and then work with the numbers there because I can't combine certain graphs which would be helpful.
What problems is the product solving and how is that benefiting you?
Our response time is down.
Recommendations to others considering the product:
Consider how many agents you need. We started using Desk when we had 3 agents, and moved to Zendesk at 8. From recommendations I get in the industry we do not want to move to ServiceCloud until we are at over 50 agents.
Switched to Desk
What do you like best about the product?
Zendesk had a lot of features allowing you to see your reviews and ratings as well as access an individual agents previous tickets without complications.
What do you dislike about the product?
As with all services there were often issues and resolution was not as quick as we would have liked.
What problems is the product solving and how is that benefiting you?
Zendesk was used to interface with our Customers quickly and efficiently through email.
Recommendations to others considering the product:
As with all support services you have to weigh your options. The company I worked at before also used Zendesk and we were all fans. However for our needs now at my new job it simply doesn't allow the flexibility and reporting options we need.
Zendesk review
What do you like best about the product?
It's very easy to use and setting up personal views is great.
What do you dislike about the product?
If you're not a developer, functionality is limited to general usage.
What problems is the product solving and how is that benefiting you?
Efficient support handling, easy to get information to the right teams.
Professional ticketing system
What do you like best about the product?
I like the filters you can set up, it makes it helpful to see all your tickets in one place.
It also has a alert option that lets you know when a ticket is assigned to you.
It also has a alert option that lets you know when a ticket is assigned to you.
What do you dislike about the product?
It's kind of pricey and also there is a limit of how many people can be using Zendesk.
What problems is the product solving and how is that benefiting you?
Keeping track of support requests for multiple newspaper websites.
It is nice to be able to assign tickets to other people and check the status of them.
It is nice to be able to assign tickets to other people and check the status of them.
Recommendations to others considering the product:
It is good for keeping track of support tickets if you're willing to pay for it.
Easy to navigate once you know how to work it.
What do you like best about the product?
Easy navigation throughout the site. Users can also modify what they see by changing their views and add groups. The views help differentiate the problems as well as the agents working on the issue. Internal notes help with adding messages to only internal users. We work as the middleman to help resolve the problems rather than emailing the user back and forth. It becomes easier with time to understand.
What do you dislike about the product?
The site usually has issues when it comes to loading and it can also be bit slow at times depending on the server connection. Besides the connection, the app is user friendly but you would need to play around with it to understand the different aspects which becomes time consuming. This can get confusing at first but you will get the hand of it. One difficulty would be when using the phone app to make calls, it would automatically get inputted into the wrong ticket which makes it harder for the agents.
What problems is the product solving and how is that benefiting you?
We solve user issues over zendesk to both students and faculty. We find it easier to communicate through this though recent changes has been confusing. Most of the times it will come to a freeze and the site will not connect. Other than that, the separate views helped agents handle each problem accordingly to meet the customers satisfaction requirements.
Recommendations to others considering the product:
You need to play around with it a bit to get the idea of it.
Zen Desk Review
What do you like best about the product?
This product Zen Desk allows the organization to have all the information collected by engineers and technicians that involves making cases for a customer and fixing their issues in one place. The entire organization can see the information involved in each and every case that a tech or engineer is working on to then be seen by any personell within then company who may need to see that particular Info in order to fix the problem at hand.
What do you dislike about the product?
Sometimes when using the product Zen Desk the information gathering and building of the case could take a longer time than it should have.
What problems is the product solving and how is that benefiting you?
The business problems that are being solved are every single case that needs to be worked on is done so in a extremely organized fashion. For this particular organization Zen Desk was utilized to connect the client and their issues with a third party company who we would work with to solve the clients problems.
Recommendations to others considering the product:
My recommendation to others considering Zendesk would be that if you are the type of company that needs to help their customers on a daily basis via help desk, and are opening tickets daily with third party organizations to help your customer this is a great product.
Customer Success Manager
What do you like best about the product?
Automation of emailed support request through support ticket generation.
What do you dislike about the product?
I don't have full access, so I'm not necessarily sure of what I don't like...
What problems is the product solving and how is that benefiting you?
All client facing issues are being addressed (most solved)... peed of automation allows all team-members to coordinate completion of ticket.
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