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Top of the line customer support system
What do you like best about the product?
I've worked with Zendesk for several years, and it keeps getting better. It has more features that are useful, improvements on things that need it, and an easy-to-use and easy-to-customize interface. I recommend it to IT groups when I can.
What do you dislike about the product?
Sometimes things are challenging to implement, like multiple groups for differing client bases.
What problems is the product solving and how is that benefiting you?
Zendesk allows my company to manage the increasing number of support requests by providing our small team (less than 5) the tools to respond quickly and efficiently.
Recommendations to others considering the product:
I recommend looking at all ticketing systems, with Zendesk being the gold standard by which you compare others. If Zendesk doesn't do it, it's probably not worth tracking.
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ZenDesk is easy to use
What do you like best about the product?
Ease of use, integrations of articles and automated update emails. Zendesk makes logging tickets and other bugs simple. Additionally the use of Zendesk to house forms for IT and other departments (internally) is an efficient manner to care for team members needs. The UI is also customizable for external branding.
What do you dislike about the product?
Searching for a submitted request, as a user, not admin, can be tedious.
What problems is the product solving and how is that benefiting you?
Submitting request forms, tickets, and other needs from internal users. Clients can submit help tickets. Additionally the system can suggest help articles for internal and external users as they begin submitting a request. This often solves the issue and creates one less submitted ticket.
It's an DECENT Chat Support Tool
What do you like best about the product?
Like the fact that -
- The mobile app is sweet; responsive, fast, and does the job of answering Qs of visitors
- The data sync with CRM tools (HubSpot for us)
- The History helps to identify served chats
- The mobile app is sweet; responsive, fast, and does the job of answering Qs of visitors
- The data sync with CRM tools (HubSpot for us)
- The History helps to identify served chats
What do you dislike about the product?
- UI could get better
- Report generation in analytics doesn't cut it for our team
- Automatic sync up of chat transcripts to CRM would be AWESOME. Right now, we copy/paste it like we're in the 90s.
- PLEASE ADD GIFs
- Report generation in analytics doesn't cut it for our team
- Automatic sync up of chat transcripts to CRM would be AWESOME. Right now, we copy/paste it like we're in the 90s.
- PLEASE ADD GIFs
What problems is the product solving and how is that benefiting you?
- Supporting users and answering questions of online visitors.
Recommendations to others considering the product:
We're also using Intrecom and not happy with it's reporting. I've personally used Drift which is headed in the right direction but don't have the authority to implement it in the org.
Guess ZenDesk could learn a bit from Drift on their UI and integrations side to make Zendesk's UI more modern.
Guess ZenDesk could learn a bit from Drift on their UI and integrations side to make Zendesk's UI more modern.
Helpful Management of Inbox
What do you like best about the product?
I like that I can work with my team to communicate clearly and effectively to our clients, all while staying on the same page!
What do you dislike about the product?
The language that Zendesk uses had a big growth curve for me. My team uses this service primarily for managing email, so I get confused about what all of the terms mean.
What problems is the product solving and how is that benefiting you?
We have at least two team members who need to be able to view and respond to comments and questions from clients. This is difficult to do in a typical inbox, but with Zendesk, it's not an issue!
Recommendations to others considering the product:
I don't know about other products out there, but once I got used to it, Zendesk has been easy to use and so helpful for my team. Not everyone on my team uses it at full capacity, but recently, have been using it more. I am hopeful that as my team fully commits to its use, then my satisfaction with Zendesk will be even higher. I especially like the Zendesk app. It's streamlined and even easier to use than the online version. My suggestion would be to read through all of the start up guides and really familiarize yourself. It takes a while to understand what all of the terminology means and how it applies to your situation. Also, start with just the basics. There is so much that can be utilized with this software, but if you start with all of it, it could be overwhelming. Although, I don't think my team is utilizing all the features that we could!
A good tool for your company's support tickets, but lacking deeper analytics
What do you like best about the product?
For a support tool, it provides everything you need to assist your customer. You can provide screenshots, attach files, add canned responses, include the answer suggestion widget which allows you to directly link articles from your help center, customer information is visible and you can connect it to your company's slack. It's easy to search through old tickets and there are plenty of views to sort through your tickets. The reporting allows you to compare your company's response time, satisfaction rate and new tickets based off of your industry and company size and there are other high level analytics that are nice to look at.
What do you dislike about the product?
Although there are high level analytics under their Reporting tab, I wish the data dug deeper into the tickets that are coming in from customers. It's not easy to pull reporting if you wanted to for instance,
What problems is the product solving and how is that benefiting you?
Providing customer support through a ticketing system - creates a good way to keep track of previous tickets and responses used to answer similar questions.
Recommendations to others considering the product:
It's a great and very straight forward tool for your customer support needs
Zendesk is the best Chat software for small businesses
What do you like best about the product?
Zendesk is extremely affordable (free) to provide support for small business. The pay options are very affordable as your business grows and you need to provide more services.
What do you dislike about the product?
I haven't found anything that I dislike about Zendesk at this time.
What problems is the product solving and how is that benefiting you?
We are able to communicate immediately with any visitor that comes to our website. This allows us to convert more leads to clients.
Recommendations to others considering the product:
Try it, and you will find that it has everything you need to provide excellent support to you clients.
Zendesk Support
What do you like best about the product?
Helps manage support tickets for multiple locations.
What do you dislike about the product?
Setup is a little difficult. Takes time to set up the process.
What problems is the product solving and how is that benefiting you?
Support
Zendesk, really useful as a common inbox, maybe not so much for big helpdesks
What do you like best about the product?
The ease of set-up and the support in the ecosystem is pretty big
What do you dislike about the product?
Zendesk feels and acts like it's back in the stone age, where I see a lot of new systems popping up that are more into the 'conversation' with the customer, Zendesk is still sending out automated reminders, confront users with 'tickets' and makes it feel like we're a big company. But we're not.
What problems is the product solving and how is that benefiting you?
Customer support, best thing is that we now have a system in place that is a 'unified inbox', a place where we can share responsibility for our customers.
Recommendations to others considering the product:
if you're willing to invest in a support ecosystem, including a helpcenter, I think Zendesk is a good choice. If you consider moving towards 'conversations' with customers and being more social (instead of less, which Zendesk seems to prefer) then look further.
great program
What do you like best about the product?
I love that I can contact help support and my own team support through this service.
What do you dislike about the product?
It crashes at times during updates and wish this would be fixed quickly.
What problems is the product solving and how is that benefiting you?
making sure i receive up to date information from my contractor .
Recommendations to others considering the product:
It's a great software
Zendesk Chat make my small business seem large
What do you like best about the product?
I love that I can chat from my phone when I need to step away from my desk.
What do you dislike about the product?
Basic service should include more features, it feels like they skimp on the basic service and overcharge for upgraded service.
What problems is the product solving and how is that benefiting you?
Through zendesk chat my customers can interact with me 24/7 and I can respond at my convenience, but I also am not tied down to certain hours.
Recommendations to others considering the product:
Don't buy more seats than you need, the cost can add up quickly.
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