Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
long time zendesk user
What do you like best about the product?
the ability to batch update tickets and merge user accounts seamlessly, as well as multiple ticket tabs makes life easier:)
What do you dislike about the product?
not being able to customize the layout/format of the page itself, sometimes while working on a macbook air having to scroll to see the rest of the ticket details is frustrating.
What problems is the product solving and how is that benefiting you?
we're in the process of a wind down, so being able to quickly access and reference a cx's history is crucial when refunding orders.
Recommendations to others considering the product:
learn the keyboard shortcuts and how to create your own macros!
- Leave a Comment |
- Mark review as helpful
Solid platform, undergoing seemingly significant improvements
What do you like best about the product?
The platform provides a lot of flexibility, has a good number of integrations and built in add-ons that give you the ability to do almost anything you need.
What do you dislike about the product?
There's a lot of complexity to the system, and to really get at the core of some of the things we've been trying to do, we rely a lot on their support team.
As of now, zendesk talk and zendesk chat, while powered by zendesk and are kind of integrated, still function in their own silos...especially chat.
As of now, zendesk talk and zendesk chat, while powered by zendesk and are kind of integrated, still function in their own silos...especially chat.
What problems is the product solving and how is that benefiting you?
The data and reporting we get out of having chat, phones, email tickets, and the support site all flowing through one system has allowed us to be one of the first departments in the company to provide data backed recommendations to alleviating customer pain points, quantify issues and impact with our software,
Recommendations to others considering the product:
you need a dedicated admin who really understands the intricacies of the system to take advantage of everything you're paying for.
Easy to use, with a few glitches
What do you like best about the product?
Intuitive screens, easy to create custom views, search capability is fairly good.
Macro creation helps with answering tickets.
Macro creation helps with answering tickets.
What do you dislike about the product?
There are times when the system is very slow, which is frustrating. It also drives me crazy that you cannot hit enter in the middle of a sentence- the system throws an error and you have to reload the page, sometimes losing data in the process.
Would also like additional formatting capabilities.
Would also like additional formatting capabilities.
What problems is the product solving and how is that benefiting you?
We are using Zendesk for Support ticket management. It is allowing us to track time, successfully track and triage tickets from both internal and external customers.
Zendesk Review
What do you like best about the product?
I love that the emails show all the different strands of the email. I also like that I can send an internal note.
What do you dislike about the product?
I wish there were more reminders, asking if an email needs to be internal only. I also wish it was easier to start an internal strand.
What problems is the product solving and how is that benefiting you?
Primarily email correspondence with clients. Ease of use is the main benefit.
Zendesk is fine but not as intuitive as you'd think
What do you like best about the product?
Not much. It doesn't look terrible and I can understand how to use it.
What do you dislike about the product?
It is clunky and the email alerts for new tickets don't link back to the tickets. At least in the setup I'm using. It still feels like the old ZenDesk but with cleaner graphics.
What problems is the product solving and how is that benefiting you?
I'm trying to help users with their challenges and problems. I'm functional on ZenDesk at this point, so that's a benefit.
Improving all the time
What do you like best about the product?
Managing all of our support accounts in shared inboxes that everyone has access to & can search in real time.
What do you dislike about the product?
Limitations to built in reporting, such as not being able to filter by light agents who are CC'd on tickets without running it through our developers via API.
What problems is the product solving and how is that benefiting you?
We used to have several support email accounts managed all through macmail. This has streamlined our helpdesk ticketing system which has dramatically improved our customer service productivity, and increased our ability to share accounts, monitor quality, set reminders for pending items to send to our email (we even created a custom webhook so it pings us on Slack when a ticket is pending for24, 48, 72+ hours).
Recommendations to others considering the product:
Zendesk has very helpful customer support & is highly customizable. It doesn't do absolutely everything I could dream of but it does so much more than our previous solution & the increase in productivity is well worth the migration.
It's the defacto standard for small and medium companies
What do you like best about the product?
The flexibility and extensibility of Zendesk is king. You really can't beat it when it comes to all the options to customize your experience. Additionally the API library is pretty awesome, and from my developer colleagues, I hear that it's really easy to work with.
Really, when you work with Zendesk, you know what you're getting.
Really, when you work with Zendesk, you know what you're getting.
What do you dislike about the product?
There's a variety of things that other Help Desks do better, such as mobile integration, workflow customization, and pricing. Zendesk isn't cheap, and their support process can be frustrating sometimes.
I think Desk.com made more sense from a workflow standpoint, and Helpshift does mobile integration better.
Ultimately Zendesk is pushing to be a solution when customers need to contact you, instead of being a solution to resolve the issue before the customer contacts you. They make their money on agent seats, and so the product is designed to make you buy more agents.
I think Desk.com made more sense from a workflow standpoint, and Helpshift does mobile integration better.
Ultimately Zendesk is pushing to be a solution when customers need to contact you, instead of being a solution to resolve the issue before the customer contacts you. They make their money on agent seats, and so the product is designed to make you buy more agents.
What problems is the product solving and how is that benefiting you?
Scaling our team and creating more custom solutions to help our users is only possible with Zendesk.
Recommendations to others considering the product:
If you need it, you know it. There's few other options when you're working with Support Help Desk software that will give you what Zendesk does, but unfortunately they're not a company that you'll enjoy working with. Sales process is convoluted, and they're unmoving and unwilling to negotiate to find a good fit.
Zendesk
What do you like best about the product?
I love the integration between emails and users. This system has made collaboration so much easier!
What do you dislike about the product?
I haven't found anything to dislike yet!
What problems is the product solving and how is that benefiting you?
This has mainstreamed our ticketing system with our emails and communications with our clients. Zendesk is cutting our time in half!
Recommendations to others considering the product:
Zendesk has so many features and can become your complete system all in one place! Use it!
Not Bad CRM
What do you like best about the product?
- Powerful search tool
- Informative ticket stats
- Easy handling
- Informative ticket stats
- Easy handling
What do you dislike about the product?
Zendesk is designed primarily for tracking and managing customer cases, it is missing many features that are central to most CRM software. You cannot create campaigns within the system nor can you keep track of your sales or generate reports on anything unrelated to customer support tickets.
What problems is the product solving and how is that benefiting you?
Easy for ticket manage, with stat & powerfull search tool
Recommendations to others considering the product:
Zendesk not bad CRM Software.
Easy GUI, with powerfull management.
Easy GUI, with powerfull management.
easy tool for in-app chat
What do you like best about the product?
The simplicity of Zendesk Chat is great - and of course it's integration with Zendesk makes it a no-brainer to use if you are a Zendesk customer.
What do you dislike about the product?
There are a few limitations of what you can do. It's a simple tool, which is great, but then at the same time if you want to do something special, it might be more tricky to do or not possible.
What problems is the product solving and how is that benefiting you?
Having in-app chats with our customers (on a web app).
Recommendations to others considering the product:
It really makes most sense in combination with Zendesk. If you're not a Zendesk user, you might want to use other products.
showing 5,751 - 5,760