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automated our support needs
What do you like best about the product?
one stop shop for all support needs and reporting. It is quite flexible to meet our requirements and metrix
What do you dislike about the product?
Nothing so far. It has met our requirements so far
What problems is the product solving and how is that benefiting you?
We use zendesk as our main helpdesk tool as well as repository to all items flow through our support team
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Internal Helpdesk for AP/Accounts Payable
What do you like best about the product?
We use Zendesk to manage all inquiries made of our small accounting team. Works great!
What do you dislike about the product?
I wish Zendesk would support Xero integration so we could fully automate more things
What problems is the product solving and how is that benefiting you?
We used to use email to manage our AP but Zendesk gives us visibility on volume and also ensures we dont miss incoming questions that may get buried
Couldn’t wait until we got something new
What do you like best about the product?
Nothing, the program ran very slowly.
What do you dislike about the product?
The program ran slow, and it was hard to teach new employees how to use.
What problems is the product solving and how is that benefiting you?
We are no longer using the program. We realized that we needed a more updated program that could help us keep better metrics for our employees. And a better way to communicate with our customers.
OK, great for what's out there, should be more analytical
What do you like best about the product?
It's very simple to set up, and easy to maintain
What do you dislike about the product?
IT has a lot of limits. It's something that makes setting up a program easy, but it doesn't offer a ton of insights about how to improve your support
What problems is the product solving and how is that benefiting you?
ticketing
Great Product
What do you like best about the product?
Ease of use. Advanced capabilities. Integration to other software.
What do you dislike about the product?
Requiring an email to open ticket. Not able to send mass notifications.
What problems is the product solving and how is that benefiting you?
Our general support. Customers and techs love it.
Zendesk -- Customer Support Made Easy
What do you like best about the product?
Recent integrations such as Salesforce and Google Analytics --- which were helpful at the last company I worked for. I thought it was an excellent move. The live chat feature allows for support in real time and takes the "middle man" feeling out of addressing issues. It provides a platform to build efficiency and accountability quickly within a department.
What do you dislike about the product?
In my opinion, although the setup is fairly user friendly, Zendesk works best for you if you put extra attention into your setup. Setup everything to your liking and preferences the first time around and it works great. If not, it becomes a bit cumbersome while you're actually in the thick of things. Keeping notes "private" between team members isn't blatant and therefore could be very easily sent to the customer.
What problems is the product solving and how is that benefiting you?
Zendesk is scalable which is fantastic. It also creates accountability. Reporting is also helpful (although the metrics could stand to be improved). Keeps ticket priority organized (if everyone in your department plays nicely).
Zendesk Support is awesome
What do you like best about the product?
Great interface, easy to use, intuitive, quick response
What do you dislike about the product?
Its pretty intuitive, nothing I dislike so far, the UI is smooth
What problems is the product solving and how is that benefiting you?
Quick and easy way for users to put in a ticket to support
Recommendations to others considering the product:
More features and lower pricing
Professional looking, flexible CRM tool
What do you like best about the product?
It has many integrations and is easy to use
What do you dislike about the product?
The built in support center is not easy to use
What problems is the product solving and how is that benefiting you?
Customer communication
Rock Solid
What do you like best about the product?
Zendesk has all the tools I need to manage a robust customer Help Center for our medium-sized software company. Article publishing is simple, and the reporting tools are easy-to-use.
What do you dislike about the product?
More involved customization of Help Center (or 'Guide' as it's now called) will require a front in developer or at least someone who's comfortable with CSS and JS.
What problems is the product solving and how is that benefiting you?
We needed to deploy a Customer Help Center to host and manage all support content including help articles and videos. Also, we needed a way measure what support content is benign utilized by our customers.
Recommendations to others considering the product:
We use only the 'Guide' / Help Center component - which is great, but using this in conjunction with the ticket management tools is ideal.
Zendesk Review
What do you like best about the product?
I like the ability to create different queues within Zendesk and set priorities. I also like the ability to merge tickets so we are not working more than needed.
What do you dislike about the product?
It can be quite buggy at times, especially the chat feature. It often times will sign you out without noticing.
What problems is the product solving and how is that benefiting you?
We are helping customers troubleshoot and answer frequently asked questions.
Recommendations to others considering the product:
Take their free courses on how to set up your Zendesk. The paid seminars are ok but not as useful as hands on experience.
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