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Helpdesk Prison - do not sign with them
What do you like best about the product?
Zendesk allows you to integrate to other systems like slack
What do you dislike about the product?
Auto-renewals with no consent, it took me 2 weeks to get any answers on my issues. Aaron in Financial Operations will claim their MSA doesn't allow you to get refunded despite no clear consent to renew.
What problems is the product solving and how is that benefiting you?
Honestly I am not happy with Zendesk at all and the won't let me out of my contract - do not purchase.
Recommendations to others considering the product:
We started with the free account and upgraded as needed.
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Social Customer Care in a snap
What do you like best about the product?
Instinctive use and a lot of adaption for addressing customer care concerns (social, call and email.)
What do you dislike about the product?
Queueing can be an issue. Backlogs can be overlooked and there's no provided best practice for addressing this. Integration with legacy and cloud CRMs are not consistent.
What problems is the product solving and how is that benefiting you?
Mainly social customer care. It can most certainly do the job from that end.
Zendesk Great for Customer Support
What do you like best about the product?
The user interface makes it extremely easy to prioritize customer support ticketing and determine level of importance and response.
What do you dislike about the product?
Honestly there is not a lot that I do not like. It's a little on the pricer side, but when dealing with support tickets it really is a matter of ease/useability which Zendesk provides.
What problems is the product solving and how is that benefiting you?
We needed a centralized support and ticketing system for our client. They had historically only received inquiries through email which was inefficient and unorganized.
Recommendations to others considering the product:
My agency reviewed several competitors and in evaluating price and value we ended up picking Zendesk.
Intuitive ticket platform.
What do you like best about the product?
Zendesk is incredibly legible and easy to navigate from a user experience standpoint. I enjoy its fonts, layout and intuitive structure. It manages to show you a lot of details about a support ticket in minimalist manner. It's simple to learn as well.
Being able to open other tickets in new Zendesk tabs is incredibly helpful, and I like the recent integration of the ticket number always showing to keep yourself organized.
Finally, I appreciate being able to draft a response, but feeling secure that my text will be saved should I accidentally be working on the "wrong" browser tab.
Being able to open other tickets in new Zendesk tabs is incredibly helpful, and I like the recent integration of the ticket number always showing to keep yourself organized.
Finally, I appreciate being able to draft a response, but feeling secure that my text will be saved should I accidentally be working on the "wrong" browser tab.
What do you dislike about the product?
I'm very happy with this software, but I find advanced settings like customizing your Views a little on the confusing side. Also, something like sending the same email again might benefit from a designated button to do so (and if it exists, it just means I haven't found it yet).
What problems is the product solving and how is that benefiting you?
The task of customer support is made easier, with a constantly updated inbox that is easy to keep an eye on. Allows for quicker service and an enhanced company image.
Recommendations to others considering the product:
I find it good for what it's needed for.
Good for developers, less good for project managers
What do you like best about the product?
It is amazingly easy to assign tasks to different team-members
Once you figure out how to use it, it's easy to see what is past-due, and easy to update tasks as new information is added or reply to the task as it is worked on.
Overall it is very functional.
Once you figure out how to use it, it's easy to see what is past-due, and easy to update tasks as new information is added or reply to the task as it is worked on.
Overall it is very functional.
What do you dislike about the product?
It isn't very pretty to look at, it is a little confusing to get around (especially if you're new to it), there is no easy way to look at outstanding tasks 1 person needs to work on.
What problems is the product solving and how is that benefiting you?
We are using it to have client submit problems, bugs, changes that they would like to see on their sites instead of clogging up our emails.
It is very successful at un-clogging up email and replying to the client with updates as needed.
It is very successful at un-clogging up email and replying to the client with updates as needed.
Overall good experience
What do you like best about the product?
Insights - Real data and stats into how we are doing over time. Great that it's right in the software.
What do you dislike about the product?
Formatting from emails - Often times emails are harder to read, wish there was a way to see the entire email thread not all written as one big paragraph.
What problems is the product solving and how is that benefiting you?
Simplified tickets - keep all support issues and questions in one central dashboard.
Simple Support
What do you like best about the product?
Mostly, I enjoy the fact that I don't have to be hands on with case assignments and can quickly take care of everything in one place.
What do you dislike about the product?
For what we use it for, there's nothing really to dislike. I don't see us as power-users, but it works for what we need.
What problems is the product solving and how is that benefiting you?
For our simple support issues, we have three main channels, and the Zendesk system lets them be auto-assigned to the correct party based on key phrases and entry channel.
Recommendations to others considering the product:
Make sure to set up all your Macros and automatic assignments, it will save you immense time down the road.
Zendesk for Customer Service
What do you like best about the product?
Love the user friendly set up, simplicity look and how it is very easy to use.
What do you dislike about the product?
Reporting - how to figure it out was a little difficult and a little time consuming
What problems is the product solving and how is that benefiting you?
Business problems we are solving - Customer Service agents have the capability of reviewing customer history by searching name or email addresses. Also they're able to search key words and see all associated emails. ALL IN ONE PLACE! :)
Recommendations to others considering the product:
I would recommend to review the helpful articles, videos and the training modules they have set up - very helpful with reporting and other things you can do with Zendesk.
ZD at work
What do you like best about the product?
Most days I absolutely love Zendesk. It runs smooth, easy to navigate and solves tickets and moves quickly.
What do you dislike about the product?
I don't like the newest update to the interface, you can't move tabs around and it does crash more often t han any other program we use at work. The count goes down at least once or twice a week and you aren't able to track your tickets without reaching out to a supervisor. that is super annoying and frustrating as it helps to see what your numbers are
What problems is the product solving and how is that benefiting you?
I just deal with customers calling and email. There's no business problems that i need to solve or benefits to be realized.
Recommendations to others considering the product:
I'd definitely recommend this. It can have issues but it's very easy to learn, intuitive and except when it crashes, it runs pretty well. It also allows you to add on features within the ZD that allow for more ease of use across the board for a company.
So far, so great! Zendesk is easy to use! :)
What do you like best about the product?
I really enjoy being able to create views for different types of tickets. It helps me to prioritize and respond to the most urgent inquiries first!
What do you dislike about the product?
I dislike some of the minor glitchy effects I've experienced. When I close a ticket and remember something needs to be edited or I forgot a tag, I'll immediately select the ticket number on the right corner of the page. Sometimes this doesn't open the ticket I want, it will pull up the next ticket in my queue which led me to make a few mistakes before realizing this was happening.
What problems is the product solving and how is that benefiting you?
A colleague of mine recommended we prompt customers to select a dissatisfaction when they are rating a ticket as "bad". That helped us to gather more information as to what we could work on as individuals, as well as our overall policy.
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