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Goes down often
What do you like best about the product?
being able to see if a teammate is working on a ticket
What do you dislike about the product?
there are often outages and we have no way to communicate with our clients outside of regular email and twitter
What problems is the product solving and how is that benefiting you?
we use the tool to find feature requests, bugs, and solve issues customers are having with our tool
Recommendations to others considering the product:
Be aware of outages. If your company uses a crm like salesforce zendesk is not great with integration.
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Does what its supposed to do
What do you like best about the product?
Relatively simple implementation, easy for agents to manage day-to-day, frequent updates to functionality, nice interface, good support/helpdesk documentation and services.
What do you dislike about the product?
Salesforce integration is limited and clunky, wish that I could integrate multiple talkdesk accounts.
What problems is the product solving and how is that benefiting you?
Knowledge Base, ticket management
Recommendations to others considering the product:
Beware the salesforce integration, if not done properly its almost impossible to really access Zendesk data in a convenient way for any teams that need insight into specific tickets.
ZenDesk review
What do you like best about the product?
It's an easy place to view, edit, and manage client questions and concerns in one place.
What do you dislike about the product?
There are certain fields missing, such as the ability to order by priority.
What problems is the product solving and how is that benefiting you?
Client concerns and questions are the biggest business issues being solved. We benefit from the feedback to enhance our services
Great support
What do you like best about the product?
Easy to use, clear thread of communication
What do you dislike about the product?
When searching for tickets internally the icons aren't the most obvious
What problems is the product solving and how is that benefiting you?
Client support questions
Solid ticketing system
What do you like best about the product?
A straight forward system for managing tickets and queues. Also the ability to connect this to our surveying platform rather seamlessly was very nice.
What do you dislike about the product?
At times there were limitations as we tried to expand the usage outside of just a ticketing system.
What problems is the product solving and how is that benefiting you?
An easy and mostly seamless process for allowing support and success reps to interact and manage queues of tickets with our customers.
Recommendations to others considering the product:
Make sure to do some research. This is a great too so long as you understand exactly how it works. Ultimately we just outgrew it.
Zendesk experience
What do you like best about the product?
I was a big fan of the seemlesss integration.
What do you dislike about the product?
Took some time to get used to the process of submitting support requests.
What problems is the product solving and how is that benefiting you?
Zendesk has been implemented as the front facing client help desk.
Zendesk Zazz
What do you like best about the product?
That it is mobile. No matter where I am or what I am doing I can always help my clients. It is simple and quick. Also, I can look back and see what problems have occurred in previous months.
What do you dislike about the product?
That there are 3 Zendesk apps on my phone currently. Zendesk, Support, Zendesk Chat.
What problems is the product solving and how is that benefiting you?
All client questions concerning anything with our business in a flash. We have created a FAQ section on our website derived from the same multiple questions asked.
Easy to use, love the workflows
What do you like best about the product?
The workflows make it so easy for the work to happen behind the scenes.
What do you dislike about the product?
Mostly just that it's easy to be CCed on a ticket that has nothing to do with me.
What problems is the product solving and how is that benefiting you?
Communication with clients in a trackable, searchable way.
Zendesk as a Ticketing System
What do you like best about the product?
Pros:
-Flexibility to set up different queues, which is great in a help desk situation
-Pretty UI
-Well documented documentation available
-Ability to integrate with different programs via APIs
-Retains edits to tickets if the browser window is closed
-Flexibility to set up different queues, which is great in a help desk situation
-Pretty UI
-Well documented documentation available
-Ability to integrate with different programs via APIs
-Retains edits to tickets if the browser window is closed
What do you dislike about the product?
Cons:
-Tend to nickel and dime you for features
-Can be a bit confusing to navigate the UI (although, pretty)
-Tend to nickel and dime you for features
-Can be a bit confusing to navigate the UI (although, pretty)
What problems is the product solving and how is that benefiting you?
We use Zendesk to allow clients to submit tickets, for team members to assign tickets to themselves and to communicate among ourselves and with clients. It is great to have that functionality built into one place that also connects to our enhancement request system, our hour tracking system, etc. via APIs.
Recommendations to others considering the product:
Make sure to take advantage of the API integration!
Support Help is Great!
What do you like best about the product?
I love the ability to check the status of my customer's tickets within our support team.
What do you dislike about the product?
I believe the CSAT page could have some more to it. Being on both sides of the fence with Zendesk CSAT I know there's typically some gray area when it comes to what people have to say and I don't believe it's fully receptive to that.
What problems is the product solving and how is that benefiting you?
Filing support tickets with my customers to make sure their platform pain is resolved in a quick manner.
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