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Easy to set up, great for scaling
What do you like best about the product?
Zendesk's support suite is incredibly easy to set up with zero previous experience. There is the right amount of "rail road tracks" to make sure you are aware and responding to customer tickets, but not too many that you get locked in to a flow that makes no sense. The knowledgebase/Guide plugin is well thought out and integrates seamlessly with the onbsite support widget.
What do you dislike about the product?
The user interface can be a bit confusign to navigate at first. Some icons have no help text so there is a bit of trial and error when you first get up and running.
What problems is the product solving and how is that benefiting you?
With the launch of our new cloud platform we wanted a self service style support widget. Zendesk's widget integrates seamlessly with the rest of it's infrastructure. Changes you make to the knowledgebase and other products in Zendesk cascade to the widget - making deployments easy.
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Functional CRM
What do you like best about the product?
Tracking all your tickets is super easy and setting up automations helps to cut down on the work flow.
What do you dislike about the product?
No stong dislikes
The system could be a little more intuitive
the dashboard tool needs work
The system could be a little more intuitive
the dashboard tool needs work
What problems is the product solving and how is that benefiting you?
Makes it easy to stay on top of open issues and direct them between the appropriate teams
Easy to communicate with customers
What do you like best about the product?
Zendesk makes it easy top communicate with customers. We can include all needed support including; videos and photos to move the process of helping our customers along.
What do you dislike about the product?
When we upgraded to Zendesk Agent workspace, some of our functionality working with customers via live chat are not as user friendly as before. We are working through the change.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to support and educate our customers and makes it easy to go back and forth quickly. We are able to manage the flow of incoming requests to make our customers happy.
Its extremely helpful
What do you like best about the product?
I like being able to multitask, and stay in control of what needs to be completed.
What do you dislike about the product?
Nothing, I have no issues with Zendesk. It is
What problems is the product solving and how is that benefiting you?
Its helpful in keeping in with customer information, inquiries and responses.
A really valuable tool
What do you like best about the product?
So easy to use and really helps us engage with our clients.
It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers.
It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers.
What do you dislike about the product?
Nothing really. I heard that you are changing some of the features that we use like being able to see who is on what page at any stage on our cam site. Would like this feature to stay
What problems is the product solving and how is that benefiting you?
Being able to retain customers as well as get new ones. This in turn improves the conversion ratios on our e-commerce website which is great. It also helps us to remain professional with our customers.
Still getting used to it
What do you like best about the product?
It's pretty comprehensive - there are a lot of features to take advantage of.
What do you dislike about the product?
Technical setup isn't intuitive - still having troiuble configuring domain.
What problems is the product solving and how is that benefiting you?
Customers need a way to submit issues/requests for support.
Customers need to be able to self-serve with FAQs.
Customers need to be able to self-serve with FAQs.
Zendesk allows for the flexibility to solve your ticketing the way you want.
What do you like best about the product?
Versatility! If i can think of it then Zendesk can do it.
What do you dislike about the product?
Sometimes what I want to do is not a straight forward process but I can make zendesk do it.
What problems is the product solving and how is that benefiting you?
Zendesk is our Ticketing system. It is the one stop shop for our troubleshooting.
A streamlined, easy to use interface
What do you like best about the product?
Ease of access, all in one solution, integration with existing platforms, opportunity for multiple accounts with their own settings and support possibilities, clean interface.
What do you dislike about the product?
Changes to layout and structure of support tickets without opportunity to use the old format, some less than perfect features, reporting is a bit in the weeds and could be better explained.
What problems is the product solving and how is that benefiting you?
It makes it far easier for our full team to engage with customers/clients, and users, and allows us easy access to historical data.
Support & Clarity
What do you like best about the product?
Love the user-friendly format with a nice aesthetic setup, navigation is clear! It's easy to follow and find exactly what we are looking for. User abilities are beyond other platforms in use.
What do you dislike about the product?
Dislike waiting for data or awaiting a response, difficult when the main contact will redirect to support team, lack of immediate options to filter to a specific queue/contact.
What problems is the product solving and how is that benefiting you?
Support is provided on how to locate the exact workflow we're looking for, ability to navigate through our buildouts with guidance from the pros, tried and true support based on community questions and outcomes.
Good CRM for Customer Support, But Has a Couple of Downfalls
What do you like best about the product?
Zendesk is a good platform for customer support if you're in an environment where you don't need too many social integrations. The platform is straightforward and doesn't have too much of a learning curve where it makes it difficult to jump in after a few hours of training.
What do you dislike about the product?
Zendesk is a direct ticket focused environment. Some of our social integrations don't link well to the environment, meaning sometimes work is duplicated though issues have been solved. This may include messages from Twitter or Meta Platforms not being pulled in, messages sent in native (IG or Facebook) platforms don't reflect in real time (leading agents who work directly in Zendesk because they don't have access to the native platforms) causing duplicate messages from different platforms, and ticket creation not occurring because all messages don't get pulled from these accounts.
What problems is the product solving and how is that benefiting you?
Zendesk fills the need for platforms in which we can communicate directly and conveniently with our user base. This includes sending in messages for tickets via our app integrations, priority user queues, trend recognition, personalized support, and much more.
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