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Easy to use help desk system
What do you like best about the product?
The ability to create macro responses makes it super efficient for a support team to respond quickly to customers.
What do you dislike about the product?
Their mobile app at this particular moment is pretty awful.
What problems is the product solving and how is that benefiting you?
Zendesk allows a support team to answer client issues in an easy and effective manner.
Recommendations to others considering the product:
Zendesk is a great help desk solution for having your customers questions get answered in the form of ticket submissions. Agents can easily apply a macro, or answer with further details.
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Efficient chat tool
What do you like best about the product?
I like the best it is easy to admin, customize and use daily. Handling spammers is easy. And as they send email notifications for chat requests sent while we are out from the office it covers the offline time also.
What do you dislike about the product?
As our chat volume is low due specialized segment then this fulfills our needs. So nothing to dislike.
What problems is the product solving and how is that benefiting you?
Live contact with prospects, sometimes wit users who can't use phone, skype or other chats that require signup.
Zendesk
What do you like best about the product?
History of communication with the client. Generally pretty easy for a new user to figure out how to use it.
What do you dislike about the product?
Insights per-rep could be more detailed. I also think fonts should default to the same font when copying and pasting.
What problems is the product solving and how is that benefiting you?
Organizing customer service.
Recommendations to others considering the product:
Definitely a sufficient platform for managing customer service.
Helps to Organize correspondence outside and inside of the workplace.
What do you like best about the product?
I like how the system organizes the queues as well as the security feature that can be added to it.
What do you dislike about the product?
Sometimes the system doesn't recognize a case and puts it in the wrong queue. This can cause an important time sensitive task to be overlooked.
What problems is the product solving and how is that benefiting you?
Organization, Privacy, Compliance
Solid support-centric platform
What do you like best about the product?
I like the ability to see when folks are looking at a case.
What do you dislike about the product?
This tool is not made for large support teams. SFDC makes for a much more efficient and easy to use platform for support.
What problems is the product solving and how is that benefiting you?
Reporting on metrics, and tracking cases. It gives us a solid view in the day-to-day activities of our clients.
Recommendations to others considering the product:
If you have any experience with SFDC, just stick with using the basic Case object. You don't need any of the fancy Support Console tools.
Zendesk for startups
What do you like best about the product?
Easy to get up and running, attractive price point for a small start-up.
What do you dislike about the product?
Tracking issues at scale (large volume of tickets in various statuses) leaves something to be desired.
What problems is the product solving and how is that benefiting you?
Customer facing support queue.
Great helpdesk software
What do you like best about the product?
Our company relies on top notch customer service, and zendesk helps us get there. It is extremely simple to use out of the gate, and it also offers integrations and automations if you want create more complex workflows. Works great together with slack.
What do you dislike about the product?
The recent forced upgrade on the mobile app. The old app stopped working to force the upgrade and the new app had pretty bad reviews. Should have handled that process better.
What problems is the product solving and how is that benefiting you?
Track and assign customer support issues. We also love the reports that give us feedback on how we are doing
Best CRM I've worked with
What do you like best about the product?
Dynamic nature of the UI. Changes can be seen quickly, and multiple people can be working on a ticket at the same time (and you can see who else is viewing/editing)
What do you dislike about the product?
The tab feature for tickets/views is nice, but unwieldy at times.
What problems is the product solving and how is that benefiting you?
We switched from Parature to Zendesk at the beginning of the year. Vast improvements; workflows are faster and smoother, and it's overall much better.
Recommendations to others considering the product:
Apps are very powerful, and it's possible to create your own.
Great for Collecting user questions and feedback, could use more customization options
What do you like best about the product?
I like the ease of use of Zendesk. It is a great tool to be able to track incoming requests as tickets, field them to the correct agents, view metrics, and pass information. My team uses Zendesk internally, so I can only speak to that use case. I like the ease of handling tickets and assigning them to the correct members of my team. I also like the ease of linking tickets, so when we get duplicate questions they can be answered right away. I love the macros, which makes it easy to quickly answer tickets with existing text. The ability to create custom views is very helpful, particularly to have different views for answered, unanswered, and all sorts of tickets. I also like how we are able to track what teams in the company are asking questions based on the group they are assigned to.
What do you dislike about the product?
I would like to be able to add greater customization to Zendesk. For example, "Type" is a field that cannot be edited. However, the ticket types my team uses are different from other teams and it would be great if i can add custom type options for my views. Also, the settings page for a manager to customize what Zendesk looks like for a team is not very intuitive. It would be nicer to have an easier to use settings page and make it easier to make certain features or views available to multiple groups, instead of having to do that for one group at a time. There are definitely some kinks, but overall Zendesk has been really helpful.
What problems is the product solving and how is that benefiting you?
As a product team, we were looking for a way to have product questions, requests, and feedback come in through one ticketing system when we release new products each cycle. Zendesk has allowed us to do so by having one email that all employees in the company can write to and the whole product team can view. It also helps us make sure that our team answers and fulfills all requests and no request is left undone.
Recommendations to others considering the product:
Zendesk offers great training sessions and workshops to get started with the product. I definitely recommend attending one to learn the basics and make best use of the product for your team and company.
Powerful chat app but lackluster design
What do you like best about the product?
There are some really great analytics built into the Zendesk chat, including viewing where viewers are on your site with a live view. I found myself always sitting on that page to see where users were going and how many visitors we had on the site.
What do you dislike about the product?
I dislike the design options of zendesk chat, and I strongly dislike the fact that the chat box is so large on page load without the ability to shrink it down to a smaller icon. For this reason I switched over to olark.
What problems is the product solving and how is that benefiting you?
We just needed to chat with site visitors.
Recommendations to others considering the product:
Check out Olark. It's the same level of features but more modern UI. Much better looking IMO.
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