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Friendly and simple user interface
What do you like best about the product?
I like that you can chat directly with users that have submitted a ticket.
What do you dislike about the product?
I would like the ability to add more information to tickets.
What problems is the product solving and how is that benefiting you?
We have used it as a ticketing system.
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One of the best, but expensive.
What do you like best about the product?
Zendesk is known for it's quality, and they really deliver top class solutions for costumer support. The solutions work very well, are easy to setup up and offer many options to automate and make things don't consume all your or your agents time with repetitive tasks.
What do you dislike about the product?
The price. I live in Brazil, so USD monthly subscriptions of at least 45 USD for each user just for the Support (ticketing) module is pretty expensive for me. I also don't like the logotypes they use for each solution, they look too much like kids drawings to me (not that it makes any difference in the quality of the products!). I contacted Zendesk but they don't offer any benefit in price for small companies.
What problems is the product solving and how is that benefiting you?
Fast and reliable support. But could be getting a lot more done if it wasn't for the price issue. I'm planing on migrating to other solution.
Recommendations to others considering the product:
If you have the money to pay for it, it's a great choice!
Helps me perform my day to day work
What do you like best about the product?
I like how the software helps to streamline the Customer Support process.
What do you dislike about the product?
The software integrates well with other programs that we use, but is sometimes glitchy with some of them.
Some of the customer data is not captured immediately and needs to be added manually.
Some of the customer data is not captured immediately and needs to be added manually.
What problems is the product solving and how is that benefiting you?
Zendesk helps to streamline our processes and provides an easy to use platform. The customizations help us to use the software in a specific way.
An uncomplicated chat product
What do you like best about the product?
Very easy to use. Do not need to do too much training with employees. Also canned responses are helpful.
What do you dislike about the product?
It's not an all inclusive solution. They charge for additional features.
What problems is the product solving and how is that benefiting you?
Cuts down on phone calls and emails. Easier to help them right away via chat.
User friendly
What do you like best about the product?
It’s easy and efficient to communicate with clientele. It helps us to be much more proactive as a team.
What do you dislike about the product?
There is really nothing I dislike. I think the software does what it should.
What problems is the product solving and how is that benefiting you?
We created websites for various clientele in different areas of education. Any time users had issues with the websites they would file a ticket and we were quick in responding.
Not complicated lots of integrations
What do you like best about the product?
Not complicated, lots of integrations to hook into
What do you dislike about the product?
I don't think it friendly to multi-tenet situations
What problems is the product solving and how is that benefiting you?
An easy to use and administer incident management system
Great for Small internal IT team
What do you like best about the product?
Quick, easy and Intuitive user interface, Provides a great customer experience out of the box with minimal setup and the low end user count is really cheap.
What do you dislike about the product?
Not very customisable, although with a bit of effort and reading the Support documentation there are some limited customisations you can make
What problems is the product solving and how is that benefiting you?
Internal IT Service Desk moved to this tool. It provides a better end user and customer experience with minimal setup. It allows quick, clean interaction between our small support team and our internal Customers. Also it is really cheap for the low user base option.
I have also integrated an external Customer Zendesk system with Salesforce Service Cloud via Zapier - it took just a days work to complete and test the Integration with the 2 systems communicating information back and forth opening Cases in Salesforce from Zendesk Tickets, providing 2-way updates and Closing the Tickets in Zendesk from Salesforce Cases.
Using Zendesk internally has helped in our IT Service Desk culture change, helping provide a modern and positive outlook when communicating with IT throughout the business simply by providing an easy to use email ticketing system that provides auto replies, closure emails and easy reporting.
I have also integrated an external Customer Zendesk system with Salesforce Service Cloud via Zapier - it took just a days work to complete and test the Integration with the 2 systems communicating information back and forth opening Cases in Salesforce from Zendesk Tickets, providing 2-way updates and Closing the Tickets in Zendesk from Salesforce Cases.
Using Zendesk internally has helped in our IT Service Desk culture change, helping provide a modern and positive outlook when communicating with IT throughout the business simply by providing an easy to use email ticketing system that provides auto replies, closure emails and easy reporting.
Recommendations to others considering the product:
For a Small Internal IT Team that uses email - this is an ideal solution. It also has some Good Integrations with the likes of Zapier which can come in very handy
Simpliest yet best ticketing system for helpdesk and customer service purpose
What do you like best about the product?
Zendesk is very easy to use, it also has the function for you to create a parent ticket and attach a child ticket to it so that whenever you need to send mass email (example due to outages), you just need to update only 1 single ticket and multiple users will receive the update. Also Zendesk allows me to customize macro which makes my work easier whenever I need to send a custom template/message to a ticket
What do you dislike about the product?
It is only available for browser, mobile app is not that good. Hoping that it would have a desktop app soon as browsers eats so much ram especially when you are viewing multiple tickets
What problems is the product solving and how is that benefiting you?
Helpdesk and internal ticketing
Recommendations to others considering the product:
Zendesk is the best ticketing system for me although it is somehow pricey but it is worth it!
Zendesk Chat Nice Feature!
What do you like best about the product?
Zendesk chat feature is great for customer service. My experience has been all good. It’s so easy to customize to your brand, settings is easy to understand (for example when to turn on/off, or set for holiday/business closure hours).
What do you dislike about the product?
I haven’t had any bad experience using this to date.
What problems is the product solving and how is that benefiting you?
This was used to answer any customer questions or issues when customers didn’t want to call into our call center. It provides another option for customers to use at their convenience. It also provides business to have a way to save chat transcriptions for every inquiry/issue, and be able to reference at another time (if needed).
Recommendations to others considering the product:
Great tool for customer support.
Best ticketing system ever!
What do you like best about the product?
Zendesk is simple and very easy to navigate. What I like the most is the way that I can add tags on tickets then have a view of filtered tickets that has certain tags on it.
What do you dislike about the product?
Zendesk is somehow pricey compared to others but its worth it!
What problems is the product solving and how is that benefiting you?
Technical ticketing system
Recommendations to others considering the product:
it's easy to navigate at Zendesk
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