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Zendesk, the simple solution for your complex needs.
What do you like best about the product?
Zendesk is simple to use, the no-code development and point-and-click creation make it quick and easy to deploy new fields and new forms, and create reports or dashboards quickly.
What do you dislike about the product?
Integration with Zendesk creates issues by having to use tools such as Exalate, it tends to be more problem than it is worth to connect other ticketing tools to Zendesk. Linking of additional tools such as PowerBI requires middleware due to the quality of the data received through the Zendesk/PowerBI App and using other Microsoft tools such as PowerAutomate is lackluster due to the non-exposure of custom fields.
What problems is the product solving and how is that benefiting you?
We have other request types that are not related to support tickets like Software Enhancement Requests or Professional Service Requests that we have been able to create custom forms and then integrate that data into Microsoft Dynamics CRM for SOW creation and tracking. The Zendesk piece of that solution enables us to display those requests on customer-facing dashboards so they can track the status of the requests.
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Ehhhh
What do you like best about the product?
They are very quick to respond and I love the PENT team my org was assigned. The knowledge base is extensive and easy to navigate.
What do you dislike about the product?
I don't love the responses I get. I'm not the most tech-savvy and some of the responses I get are a bit over my head. Sometimes they point to articles in their knowledge base, but the articles can sometimes be HUGE and hard to pinpoint exactly what you need in that article. Even when I provide screenshots of error messages, sometimes I haven't gotten a glimpse of a resolution/fix and instead a generic 'well I logged into your instance and didn't have this problem' and that's a bit insulting.
What problems is the product solving and how is that benefiting you?
Routing and tracking of issues
Our Primary Tool and its steady improving
What do you like best about the product?
Zendesk make the ticket support expierence very simple. Its easy to use and can be setup quickly. They are also adding features pretty regulary that have really imrpoved the expierence. The interface is also very simple for the agents and make communication between team member s easy.
What do you dislike about the product?
The one drawback of Zendesk being simple is that it lacks some basic features. This is especially true with automation. Although I can usually find a work around, it makes the process uneccesarily comlicated.
What problems is the product solving and how is that benefiting you?
It helps us to organize our issues through tickets and groups in a way to make it faster for the agents then email. It also helps to monitor our helpdesk through reporting and making sure employees issues dont get left unsolved.
Ol' reliable with a few new tricks just can't be beat
What do you like best about the product?
consistency, reliability, and ease of training new team members
What do you dislike about the product?
lack of social integrations, settings in multiple different places for different parts of the platform.
What problems is the product solving and how is that benefiting you?
Keeping track of support tickets, keeping them organized and allowing us to reference the user journey before submitting a ticket.
All in One Space for Detailed Customer Concerns
What do you like best about the product?
Having one place where emails, calls and more can be documented in real time to quickly assist the customer as well as my coworkers.
What do you dislike about the product?
Integration with applications. We also use Aircall and it's not as simple as I'd prefer.
What problems is the product solving and how is that benefiting you?
Allows me to priortize tickets I am working, while also communicating with the client and documenting all work put into issues/work.
A robust and easy to use Ticket Management System
What do you like best about the product?
It allows to create a handful of business rules that allow a seamless experience to the agents and at the end of the day to the customer we serve as a software company.
What do you dislike about the product?
At the moment, I would like many features that are offered via third-party applications, to be developed natively; this would allow a simpler configuration fo the tool.
What problems is the product solving and how is that benefiting you?
It allows the company to serve our customer base when they have technical support inquiries and streamlines all the internal processes that guarantee effective and quality response interactions.
An excellent suite for Enterprise or small business use
What do you like best about the product?
I really like that I can split up my departments by "Brands". This helped in adoption of the product as it gave my users ownership of their specific areas. The knowledge base functionality is key and a great feature as well. Besides an IT knowledgebase I have other brands that are working on their own knowledgebase articles. The ease of use makes it possible to grow user education in a meaningful manner.
What do you dislike about the product?
I would say the admin panel is a bit to get up to speed on. I had issues finding areas or knowing just what I needed to do to accomplish a task. The product does a lot and if you have any issues contact support or you'll be missing out on features.
What problems is the product solving and how is that benefiting you?
My users can submit tickets for technical issues they are having as well as Facility issues, Quality issues and so on for the other departments. We are able to track issues and trends and come up with solutions as needed.
Limited outages, nice features
What do you like best about the product?
We particularly like the newer agent view and the ability to redact information.
What do you dislike about the product?
Sometimes the # of tickets is inaccurate or we get errors when trying to solve tickets (errors that are inaccurate)
What problems is the product solving and how is that benefiting you?
We use this for all of our communication with our user base.
Great way to communicate with partners
What do you like best about the product?
I really like how user friendly it is for both agents and end users
What do you dislike about the product?
Not as customizable as some other softwares
What problems is the product solving and how is that benefiting you?
It helps us communicate with our partner efficiently in order to resolve the tech issues they are experiencing with our product
Love Zendesk. Taking automation and organizing to the next level!
What do you like best about the product?
How you can have a team stay updated on every update that comes in and how it integrates with Zapier
What do you dislike about the product?
Honestly can not think of anything else right now
What problems is the product solving and how is that benefiting you?
We have all the updates come into our support email that multiple people can view and then we have it make a task in basecamp through zapier.
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