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Zendesk has improved our CSAT and NPS
What do you like best about the product?
1. Chat, Call, Customization, and easy masking of PI and PII.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
What do you dislike about the product?
1. Better integration of Client documentation or client knowledge base so Level 1 can be easily deflected.
2. A better way to identify multiple people's efforts on a ticket.
2. A better way to identify multiple people's efforts on a ticket.
What problems is the product solving and how is that benefiting you?
1. We use Zendesk to help customers log support tickets and it is the first step of communication for our customers for any product-related queries.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
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Very complex to integrate
What do you like best about the product?
It has a robust suite of APIs to manage support tickets.
What do you dislike about the product?
It's too complex and the developer documentation + community isn't very helpful
What problems is the product solving and how is that benefiting you?
At the time, Zendesk support suite was supposed to help us seamlessly and totally automate our support system. We switched to Intercom because of it's unfriendly UI and also because it was simply too complex to set up
Good software that solves most issues
What do you like best about the product?
Easy to get started
Lots of capabilities
Scales nicely with the org
Lots of capabilities
Scales nicely with the org
What do you dislike about the product?
Sometimes a little challenging to figure out where specific features are located.
Getting integrations into backend systems more easily would be awesome.
Getting integrations into backend systems more easily would be awesome.
What problems is the product solving and how is that benefiting you?
All customer support interactions + knowledge center
Zendesk is the all-around best choice for support.
What do you like best about the product?
Zendesk Support Suite is a cloud-based customer support software that enables me to provide better customer service across multiple channels. I like how it integrates email, chat, phone, social media, and self-service options in one unified agent workspace. It also has powerful features such as automation, reporting, and analytics that help me optimize my workflows. Using their Talk add-on is also an amazing feature as customers can call or text the same number!
What do you dislike about the product?
There is not much to dislike about Zendesk Support Suite, as it is a comprehensive and user-friendly solution for customer support. However, if I had to mention something, I would say that the pricing could be more flexible and affordable for smaller businesses. Also, some of the advanced features and integrations require a bit of technical knowledge and customization, which can be challenging for non-experts. But overall, these are minor issues compared to the benefits and value that Zendesk Support Suite offers. 😊
What problems is the product solving and how is that benefiting you?
As an Senior Applications Support Manager who values automation, Zendesk addresses my needs by offering a user-friendly and flexible ticketing system that simplifies managing customer interactions and support requests. Its customization options allow me to tailor the system to specific workflow requirements. The integration with telephony solutions streamlines communication, centralizing all customer interactions in one place, enhancing response efficiency.
We use it for Telephony (Calls and Texts) and it has proven to be a reliable solution with easy IVR configurations. It also offers voicemail transcriptions built it for quick reviews of missed calls.
We use it for Telephony (Calls and Texts) and it has proven to be a reliable solution with easy IVR configurations. It also offers voicemail transcriptions built it for quick reviews of missed calls.
Great tool for tracking tickets and keeping all info in one place
What do you like best about the product?
That email and phone calls are all tracked in one place. Makes it easy to go through old tickets and see a complete timeline
What do you dislike about the product?
We've had issues with time zones - if our customer, agent, and headquarters are in three different areas, it's been tracking events in all three time zones, vs from where the person is logging in from. Can easily get confusing when trying to understand timelines
What problems is the product solving and how is that benefiting you?
Hosting our training portal, platform for customers to submit tickets, keeping track of tickets
Amazing experience while using integration between Zendesk and KekaHR
What do you like best about the product?
The biggest benefit is to do an easy collaboration, finding the tickets, and having chats externally and internally simultaneously on an ongoing ticket
What do you dislike about the product?
There is not much to say but there are a lot tabs opening while searching for tickets sometimes creates confusion
What problems is the product solving and how is that benefiting you?
It is mainly helping the entire support department which is coordinating with Legal, Engineers and pushing things to Jira and sometimes to Finance also
Great from what I experienced.
What do you like best about the product?
I like that It was simple to use and access after learning more about the basics.
What do you dislike about the product?
I think everything is great from what i've seen but I just havent utilize this program as much to give a full review
What problems is the product solving and how is that benefiting you?
I am not sure what problems I would encounter due to the lack of usage I utilize this.
Great product, not so great support
What do you like best about the product?
Zendesk is the superior platform for customer support in my opinion. Just works great and has everything you need to provide good customer support.
It was easy for us to move to Zendesk, and our support agents are very happy using this support platform. It provides a much better overview, a great and user-friendly interface and a high level of customization for automation, which I really enjoy.
It has been a bit of a hurdle to integrate with Salesforce where we have all of our customer information, but we got there in the end.
It was easy for us to move to Zendesk, and our support agents are very happy using this support platform. It provides a much better overview, a great and user-friendly interface and a high level of customization for automation, which I really enjoy.
It has been a bit of a hurdle to integrate with Salesforce where we have all of our customer information, but we got there in the end.
What do you dislike about the product?
The fact that statistics now is its own product (Zendesk Explore) bugs me a little bit. On top of that, funnily enough, I really do not have a great experience with Zendesk's own support. They made it impossible to contact them through email, so you have to submit a ticket via chat, which is a very frustrating process, having to answer a bunch of automated questions before you can write your message.
We just returned to Zendesk after a few years of using another platform. We are happy to be back, but I was surprised to see the decrease in their own support quality.
We just returned to Zendesk after a few years of using another platform. We are happy to be back, but I was surprised to see the decrease in their own support quality.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to deliver high-quality support to our customers (SaaS company). The platform does a great job at delivering a good overview and viewing previous support history for users/accounts. Has a ton of integrations and add-ons and a high level of customization. At the end of the day, Zendesk allows our support team to be as efficient as possible while also providing a good experience for customers.
This is one of the easiest way to communicate with the clients/customers through chat or email
What do you like best about the product?
What I like most about Zendesk is its interface. It's very user-friendly, very easy to use and all the buttons are very understandable to someone who is not that tech savvy like me. The best part of it as well is you have an option to incorporate other details from another tool, which makes our workflow so much easier.
What do you dislike about the product?
there is nothing I don't like about Zendesk
What problems is the product solving and how is that benefiting you?
Zendesk Support is helping us solve our customer's inquiries much faster as we have an option to create a knowledge base on it
Easy to manage tickets
What do you like best about the product?
Zendesk allows you to easily manage tickets and stay organized by client/account and user. It also connects to Salesforce, which is helpful.
What do you dislike about the product?
There could be more automated/templated responses.
What problems is the product solving and how is that benefiting you?
Easier to track interactions, and allocate to teammates.
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