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Easy and efficient ticketing system
What do you like best about the product?
The simple, yet efficient interface is what I like most about Zendesk.
What do you dislike about the product?
The thing I dislike the most about Zendesk is that users cannot see other people who are cc'd on emails within the system.
What problems is the product solving and how is that benefiting you?
Helping our customers with IT/Marketing issues through the system.
Recommendations to others considering the product:
Do it.
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The only support and ticketing system you should consider.
What do you like best about the product?
There are so many things about Zendesk that make it a wonderful tool for handling customer questions, self-service knowledge base, and issue tracking. Emailing our support email auto creates tickets. When folks look up support contact info they are greeted with a search where the user types a question and many times can answer their own questions - great time saver.
What do you dislike about the product?
The price is a little much if you want multiple agents for one account. Customizing to fit our website theme could be much easier as there is some coding the seems to be required for styling. Not too much more to dislike.
What problems is the product solving and how is that benefiting you?
Like I mentioned... The customer self-service is a great time saver. That alone is a great feature and benefits out business as it saves our reps time and energy to move on to other issues or questions.
A time with Zendesk
What do you like best about the product?
A simple and easy to use application , with keyboard shortcuts for faster response
What do you dislike about the product?
Web Based - relies on browser and internet for performance
What problems is the product solving and how is that benefiting you?
All IT related issues. Keeps a good track of things done
Zendesk - Streamline your CS
What do you like best about the product?
Gives the impression of a larger customer service team that we actually have.
What do you dislike about the product?
Don't like that the email notifications of tickets do not give me the contact info of the customer directly
What problems is the product solving and how is that benefiting you?
Integrated help desk support for our applications that fall under our parent company QuietStream Financial (including Investor Management Services)
Great for Organization
What do you like best about the product?
Great way to keep customer support requests organized and in order. Private notes feature so that multiple people can communicate on a ticket without the customer actually seeing it which is great for communicating while preventing customer confusion.
What do you dislike about the product?
When being forwarded a ticket via email you cannot actually see any information about the user or click a link so you have to manually log in to Zendesk to view it.
What problems is the product solving and how is that benefiting you?
Helps keep ticketing and support requests organized. Easy to use way of documenting support requests, as customers only need to send an email and the ticket will automatically be logged so it is also partially self servicing.
IT Specialist
What do you like best about the product?
Easy platform to use and collaborate with colleagues. Web interface is clean and intuitive and the iOS app is useful.
What do you dislike about the product?
Users will open up solved tickets with new and unrelated queries via email.
What problems is the product solving and how is that benefiting you?
Allowing us to use and integrate other applications and services. We use an app for intventory management and it allows us to downsize on local servers dedicated for inventory.
Recommendations to others considering the product:
Very easy to use and collaborate, the price per user is cost effective.
Zendesk Review
What do you like best about the product?
Quickly able to find support tickets logged by customers
What do you dislike about the product?
It can be hard to find a certain ticket when searching with a broad keyword
What problems is the product solving and how is that benefiting you?
Tracking customer problems internally, communicating with customers in one location, and answering their issues.
Pleasant experience with seamless customer engagement
What do you like best about the product?
Ability to quickly respond to customers that doesn't appear too formal/technical, allows for the ability to submit as pending/solved/open and allows you to easily coordinate with teammates
What do you dislike about the product?
Events should be in the same pane as conversations
What problems is the product solving and how is that benefiting you?
Easy communication with customers who write in to our support email for help with our products
Recommendations to others considering the product:
Great and easy to use
Pretty damn good
What do you like best about the product?
Very easy for a relatively new user or a literal first time user
What do you dislike about the product?
Not much flexibility on how to respond to questions and issues asked
What problems is the product solving and how is that benefiting you?
Using it for customers support
Quick notifications and easy tracking
What do you like best about the product?
We can easily filter using the keywords and tag other colleagues in specific chain conversations without alerting our clients that we're discussing internally about their queries. The tags are also great because we can easily create new subjects when something comes up. We can also use as many tags as necessary depending on the subject matter of the conversation. The follow-up we do using the tags makes it easier to do just that.
What do you dislike about the product?
When you're tagged in a conversation, there's no standalone alert that notifies me about being tagged in something. Additionally, once I find the tag I have to look in the conversation about where the specific tag is instead of being taken directly to the specific tag. Lastly, this may be on our end, but I dislike the format of how ticket responses come in to my company inbox. The design is not attractive and looks like a machine answering. Again, this could be how we've configured our settings.
What problems is the product solving and how is that benefiting you?
We are able to listen to our customer and track in a consistent manner what issues are the most prevalent and what were the steps taken to solve each issue. As we grow our business and try different strategies, we can revert back to what measures or steps were taken in certain situations to be able to implement them as company standards. Also, we are able to follow-up in a timely and organized manner.
Recommendations to others considering the product:
Agree within your company about the tags you wish to use -- make sure it's unanimous!
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