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An All-in-one Solution for Customer Service Needs
What do you like best about the product?
Zendesk Support Suite eradicated email communication hassle replacing with multiple omnichannel experiences from SMS to live chat when offering customer support.
What do you dislike about the product?
It has a free trial version, but it lacks freemium plan. Also, Suite Team plan doesn't support self-service customer portal.
What problems is the product solving and how is that benefiting you?
It saves time via AI-powered automated answers which keep customers engaged and het the help they need even when all our agents are busy.
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Hub for your support experience
What do you like best about the product?
Easy to use and the functionality is its strongest point
What do you dislike about the product?
Still at evaluation stage and would not be fair to highlight any deficiencies
What problems is the product solving and how is that benefiting you?
Customers raising issues through a ticketing system
Updated 01/2025 Good for certain tasks only!
What do you like best about the product?
UPDATE 2025
I had to update my review here. We migrated away from Zendesk as the platform does not provide some advanced functionalities (unless you are ready to pay for everything).
We had to export the xml file with all the data, so the other vendor could import it, and guess what? We had to upgrade our plan and request for the functionality to be activated! Ok, done, but then the XML export did not work! It was a known bug and there was no resolution timeframe!
They also said you could export it with a third party app (be ready to spend 200$) because they will not cover the cost.
The excuse was (we are offering other export formats like json, csv), sadly, we needed the xml file so.
At today, there is still no resolution and we are paying for 2 systems because we have data stuck there and I'm liaising with the other vendor to get the data in another way!
Ok, the interface is nice and very easy to navigate through, it has a nice customizable view of tickets and it also integrates with Zapier, Monday, Automate and other third party apps.
The solution offers a live chat (with the right plan) and all the indepth functionality of a ticketing system (automations, articles, bots etc..).
If Zendesk is used for online customer service, website live chat then I would recommend it with a but.
I had to update my review here. We migrated away from Zendesk as the platform does not provide some advanced functionalities (unless you are ready to pay for everything).
We had to export the xml file with all the data, so the other vendor could import it, and guess what? We had to upgrade our plan and request for the functionality to be activated! Ok, done, but then the XML export did not work! It was a known bug and there was no resolution timeframe!
They also said you could export it with a third party app (be ready to spend 200$) because they will not cover the cost.
The excuse was (we are offering other export formats like json, csv), sadly, we needed the xml file so.
At today, there is still no resolution and we are paying for 2 systems because we have data stuck there and I'm liaising with the other vendor to get the data in another way!
Ok, the interface is nice and very easy to navigate through, it has a nice customizable view of tickets and it also integrates with Zapier, Monday, Automate and other third party apps.
The solution offers a live chat (with the right plan) and all the indepth functionality of a ticketing system (automations, articles, bots etc..).
If Zendesk is used for online customer service, website live chat then I would recommend it with a but.
What do you dislike about the product?
- It's only suitable for customer service/websites customer service. Not very ideal for more technical stuff.
- Be ready to pay for every single extra thing you would like to do. If you like to optimize the workflow to lv999, be ready to spend money in a plan upgrade, third-party apps because it lacks of functionalities.
- Almost every day there are Outage email notifications
- Be ready to pay for every single extra thing you would like to do. If you like to optimize the workflow to lv999, be ready to spend money in a plan upgrade, third-party apps because it lacks of functionalities.
- Almost every day there are Outage email notifications
What problems is the product solving and how is that benefiting you?
It integrates with Monday.com so we can channel the data into the CRM including tickets.
Very useful and dynamic
What do you like best about the product?
Very useful and dynamic, bringing us holistic insights about operation.
What do you dislike about the product?
A lot of bugs and lack of integration issues (WFM tools for example).
What problems is the product solving and how is that benefiting you?
Easy to deal with, specially with automation macros, we are effectively reponding messages to costumers.
Streamlined (multiple in 1) customer support/ticketing system
What do you like best about the product?
I like that this product provides multiple features,including the articles, ticketing, chatbot and integration with other systems.
What do you dislike about the product?
We have a certain seats available within our package/contract. I hope Zendesk could offer flexible packages to add 1 or more seats at a factional cost.
What problems is the product solving and how is that benefiting you?
We used to have only an inbox by Outlook and we were creating rules to sort all kinds of request and had to copy and paste answers for every request. Zendesk is a helpdesk can sort tickets categories by keywords and provide automatic response to direct people to self servce by reading our articles. Also I like the macros to use for multiple/many tickets.
Zendesk support is a platform I use to attend all our clients questions and complaints
What do you like best about the product?
Single interface to manage communication with clients across all platforms
What do you dislike about the product?
That once a ticket is asigned i cant change it since im not admin but i know i would solve it faster
What problems is the product solving and how is that benefiting you?
We have many channels to communicate with our clients and Zendesk involves all of them
Start Up To Stabilize
What do you like best about the product?
Omnichannel support; traditional and digital channel solution and integration.
Ease of operation regardless of level.
Ease of operation regardless of level.
What do you dislike about the product?
Quite a lot of data points are not interpreted holistically on Explore/Analytics.
Non-basic configurations can be a hassle sometimes.
Level of support is inconsistent; acknowledgment is okay, follow-throughs are challenging.
Non-basic configurations can be a hassle sometimes.
Level of support is inconsistent; acknowledgment is okay, follow-throughs are challenging.
What problems is the product solving and how is that benefiting you?
Traditional and digital channel into one space/unified platform.
Self-serve, volume deflection.
Self-serve, volume deflection.
Zendesk is a great CRM tool
What do you like best about the product?
Easy to use platform. Very straightforward CRM software that helps you create different pipelines for different departments.
What do you dislike about the product?
There aren't any massive downsides that i've come across whilst using zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk helps me manage all of my customer enquiries in one place, I'm able to easily reply to emails whilst setting a SLA agreement depending on the ticket priority.
As a result, It helps me manage my time efficiently whilst working on the tickets in a good order.
As a result, It helps me manage my time efficiently whilst working on the tickets in a good order.
Effective service
What do you like best about the product?
Agents are always very friendly, and they always point out various documents that help to better understand the answers to questions and even apply changes or corrections to settings when necessary.
What do you dislike about the product?
The language switch when we need to speak with the next level of support
What problems is the product solving and how is that benefiting you?
Unification of various forms of support into a single system such as real-time chat and emails, and ease of use by agents
The easiest way to manage your customer support
What do you like best about the product?
Zendesk has made it incredibly easy to manage large amounts of customer support tickets simply and quickly
What do you dislike about the product?
It would be great if the asignee were to get an email notification once they were assigned a ticket
What problems is the product solving and how is that benefiting you?
Zendesk has made it easy for our team to work and anser customer questions efficiently
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