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Zendesk - The best support tool for ticket and phone interactions
What do you like best about the product?
It has the ability to notify you of all SLAs.
It will provide easy color coded options for each ticket. The ticketing creation is fast and easy with plenty of macros and addons available. Our boss was able to configure Zendesk with our knowledge base as well as Slack.
The seamless integration into the other paripherals makes zendesk an easy choice.
I do also enjoy the reminder functionality in addition to the ability to send reviews post ticket close.
The ability to easily view the metrics and data in comparison to anyone else in your team is helpful for evaluating performance.
This app even has a mobile version, which rocks for on the go ticketing!!!!
It will provide easy color coded options for each ticket. The ticketing creation is fast and easy with plenty of macros and addons available. Our boss was able to configure Zendesk with our knowledge base as well as Slack.
The seamless integration into the other paripherals makes zendesk an easy choice.
I do also enjoy the reminder functionality in addition to the ability to send reviews post ticket close.
The ability to easily view the metrics and data in comparison to anyone else in your team is helpful for evaluating performance.
This app even has a mobile version, which rocks for on the go ticketing!!!!
What do you dislike about the product?
There was not much to dislike. Perhaps the lack of all inclusivity with pricing. The phone ability is an additional cost as well as other features. This is normal for the space however I assumed it would have been included.
The other part I do not like is occasionally, there are Zendesk outages. More than I would have expected. They keep the clients posted and up to date however in an ideal world, this would not occur.
The other part I do not like is occasionally, there are Zendesk outages. More than I would have expected. They keep the clients posted and up to date however in an ideal world, this would not occur.
What problems is the product solving and how is that benefiting you?
The ability to provide quick, meaningful responses, with the metrics and capability to report and ensure efficiency across all support units.
Recommendations to others considering the product:
It rocks!! SO EASY AND USER FRIENDLY!
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Great Customer Service Interface
What do you like best about the product?
Love that all tickets can be kept track of in one place, that you can search for past/multiple tickets by same user, and that you can add internal notes for your team.
What do you dislike about the product?
It can sometimes be slow or get hung up and not save the changes that are made.
What problems is the product solving and how is that benefiting you?
This is our primary form of customer support communication.
Best Customer Support
What do you like best about the product?
My favorite thing about Zendesk is that it's so easy to use. As an admin of the system, it was easy to learn and is very straightforward in its approach. I have a lot of flexibility on the back-end to route tickets and make our operations folks' work as easy as possible. Plus, there's a ton of add-on apps that are supported by Zendesk and others that allow for easy integration with other systems.
What do you dislike about the product?
My biggest issue with Zendesk is that it's hard to communicate between two instances of Zendesk. Many of our customers also use Zendesk, so when we need to communicate with them it becomes a hassle because of the automated nature of the program. It will suspend automated tickets from the other Zendesk account, even when we need to see those responses. I cannot understand why Zendesk doesn't have a fix for this yet.
What problems is the product solving and how is that benefiting you?
We use Zendesk to interface with our customers on a daily basis. It streamlines customer support and helps us gather data and analytics on our customers, our support teams, and where we need to focus our time and energy. Plus, the Help Center (now called Guide) is a great place to post information and see what our customers are searching for and what they need the most help with. It helps us automate our customer interactions while still being a friendly, approachable company.
Excellent platform
What do you like best about the product?
I think what i like the most is the organization aspect. It's super helpful for me and my coworkers.
What do you dislike about the product?
I can't think of anything I don't like about Zendesk. I might like to have more support/help topics to navigate.
What problems is the product solving and how is that benefiting you?
I use Zendesk for checking voicemails and responding to support tickets.
Recommendations to others considering the product:
Try it, you'll love it!
Zendesk is Easy to Use
What do you like best about the product?
I like how Zendesk offers different views to review your tickets. My favorite view is "unsolved tickets" so I can immediately see in chronological order, all the tickets I have not yet responded to. It's super easy to open each ticket, respond and update the status. I also like ZD's integration with JIRA so I can link bugs to my actual ZD ticket.
What do you dislike about the product?
I wish I could embed images in my message rather then just attach it to the end of the message. Beware that ZD also has an attachment size limit similar to most email clients. If you want to exchange a large file, you'll either have to compress it or store it at an external location.
What problems is the product solving and how is that benefiting you?
We funnel all questions and problems related to our enterprise software through ZD. ZD can track a lot of data that helps us understand our customers better. We can determine which customers are having the most problems, what are the most common types of questions/problems, what time of day we receive the most inquiries, etc.
Recommendations to others considering the product:
It has a very user friendly interface.
It was great.
What do you like best about the product?
Easy to navigate, set up was easy. It was not confusing.
What do you dislike about the product?
The prints were small, sometimes the wording was difficult to understand.
What problems is the product solving and how is that benefiting you?
Customer support.
Comprehensive in scope
What do you like best about the product?
Zendesk allows customization down to the tee for support use and can adapt to any kind of customer base
What do you dislike about the product?
The customization triggers, while being a strength can sometimes be confusing and has a long learning curve
What problems is the product solving and how is that benefiting you?
It allows us to organize inquiries from customers across different facets of the business and allows people from multiple teams to handle the same inquiries
very helpful
What do you like best about the product?
when you get the right person this can be very helpful. I have used this many times when stuck on something
What do you dislike about the product?
some people don't know what to do and how to answer. sometimes not in proper English and spelling errors
What problems is the product solving and how is that benefiting you?
several issues using the computer where I have needed to contact zendest support. overall very helpful
Solid ticketing software
What do you like best about the product?
Macros and triggers provide flexibility to a simple and intuitive ticketing interface.
What do you dislike about the product?
The cc is actually a bcc. It's not clear what messages have been sent to whom with respect to cc's and assignees potentially changing over ticket life.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage our high volume of tickets elegantly and tag them for later analysis.
Maintain accountability with Zendesk.
What do you like best about the product?
Zendesk offers the option for multiple users which is helpful to address many needs of customers. Tickets can be viewed and contributed to by the team. The collaborative nature of Zendesk helped my company remain accountable. When a new message or response came in an email would be sent and in addition to a notification on the dashboard- that was helpful to jump back in to issues. Analytics were helpful to see how I was doing as an Agent. Macros assisted in form responses that could be customized.
What do you dislike about the product?
The look of the program was dated- a more modern interface would make it easier to navigate. Tagging tickets didn't flow quite right. Emails can be out of control at time so make sure to have a dedicated folder to put messages in.
What problems is the product solving and how is that benefiting you?
All customer feedback was handled in person, by phone or email and that meant only one person would probably handle issues. Zendesk allows for collaborative support and it helped broaden the customer experience.
Recommendations to others considering the product:
Try it! Start with making a macro with form response information. (the "info" email) it makes dispersing information quick and easy instead of copy and pasting into individual emails after a phone call with a customer.
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