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A good tool for your company's support tickets, but lacking deeper analytics
What do you like best about the product?
For a support tool, it provides everything you need to assist your customer. You can provide screenshots, attach files, add canned responses, include the answer suggestion widget which allows you to directly link articles from your help center, customer information is visible and you can connect it to your company's slack. It's easy to search through old tickets and there are plenty of views to sort through your tickets. The reporting allows you to compare your company's response time, satisfaction rate and new tickets based off of your industry and company size and there are other high level analytics that are nice to look at.
What do you dislike about the product?
Although there are high level analytics under their Reporting tab, I wish the data dug deeper into the tickets that are coming in from customers. It's not easy to pull reporting if you wanted to for instance,
What problems is the product solving and how is that benefiting you?
Providing customer support through a ticketing system - creates a good way to keep track of previous tickets and responses used to answer similar questions.
Recommendations to others considering the product:
It's a great and very straight forward tool for your customer support needs
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Zendesk is the best Chat software for small businesses
What do you like best about the product?
Zendesk is extremely affordable (free) to provide support for small business. The pay options are very affordable as your business grows and you need to provide more services.
What do you dislike about the product?
I haven't found anything that I dislike about Zendesk at this time.
What problems is the product solving and how is that benefiting you?
We are able to communicate immediately with any visitor that comes to our website. This allows us to convert more leads to clients.
Recommendations to others considering the product:
Try it, and you will find that it has everything you need to provide excellent support to you clients.
Zendesk Support
What do you like best about the product?
Helps manage support tickets for multiple locations.
What do you dislike about the product?
Setup is a little difficult. Takes time to set up the process.
What problems is the product solving and how is that benefiting you?
Support
Zendesk, really useful as a common inbox, maybe not so much for big helpdesks
What do you like best about the product?
The ease of set-up and the support in the ecosystem is pretty big
What do you dislike about the product?
Zendesk feels and acts like it's back in the stone age, where I see a lot of new systems popping up that are more into the 'conversation' with the customer, Zendesk is still sending out automated reminders, confront users with 'tickets' and makes it feel like we're a big company. But we're not.
What problems is the product solving and how is that benefiting you?
Customer support, best thing is that we now have a system in place that is a 'unified inbox', a place where we can share responsibility for our customers.
Recommendations to others considering the product:
if you're willing to invest in a support ecosystem, including a helpcenter, I think Zendesk is a good choice. If you consider moving towards 'conversations' with customers and being more social (instead of less, which Zendesk seems to prefer) then look further.
great program
What do you like best about the product?
I love that I can contact help support and my own team support through this service.
What do you dislike about the product?
It crashes at times during updates and wish this would be fixed quickly.
What problems is the product solving and how is that benefiting you?
making sure i receive up to date information from my contractor .
Recommendations to others considering the product:
It's a great software
Zendesk Chat make my small business seem large
What do you like best about the product?
I love that I can chat from my phone when I need to step away from my desk.
What do you dislike about the product?
Basic service should include more features, it feels like they skimp on the basic service and overcharge for upgraded service.
What problems is the product solving and how is that benefiting you?
Through zendesk chat my customers can interact with me 24/7 and I can respond at my convenience, but I also am not tied down to certain hours.
Recommendations to others considering the product:
Don't buy more seats than you need, the cost can add up quickly.
Zendesk works great for us!
What do you like best about the product?
Notifications, ease of use, and archive.
What do you dislike about the product?
Have not found anything yet. I like it!
What problems is the product solving and how is that benefiting you?
We use Zendesk to help us manage issues with UltiPro SSO, password resets, and a variety of other issues.
Best Ticketing system in the market!
What do you like best about the product?
Enhanced customer experience
Efficient data capturing
Transparency and accountability
Better reporting and root cause analysis
Efficient data capturing
Transparency and accountability
Better reporting and root cause analysis
What do you dislike about the product?
More expensive than its closest competitors
The product is too advanced for smaller companies, they could tailor their product to suit the needs of a smaller company, hence lowering the price.
Subscription model per user needs to include all feature, like chat is not "included" in the ticketing system.
The product is too advanced for smaller companies, they could tailor their product to suit the needs of a smaller company, hence lowering the price.
Subscription model per user needs to include all feature, like chat is not "included" in the ticketing system.
What problems is the product solving and how is that benefiting you?
Manual & optional data entry
Under-utilized system currently in use with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency
Under-utilized system currently in use with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency
Decent ticketing system
What do you like best about the product?
View several tickets all from one browser tab. Tagging allows you to easily search and filter for tickets. Chat and Phone system built in.
What do you dislike about the product?
Zendesk can be slow and has several outages over the past 2 years.
What problems is the product solving and how is that benefiting you?
Providing customer support, keeping track of customer requests and feature requests
Recommendations to others considering the product:
Zendesk supports various integrations, including a slack integration. There can be unexpected outages.
Zendesk has been great so far.
What do you like best about the product?
Zendesk allows for optimal phone and email support. We're able to easily come up with ways to format the software around our company needs.
What do you dislike about the product?
Sometimes there are outages at crucial times, or the ability to add more than so many views can be somewhat tedious. Sharing views among a wide variety of our users gets tricky.
What problems is the product solving and how is that benefiting you?
Allowing our best teams to have 24/7 customer support and email support. It also gives us a great case filing system that allows for easy case retrieval when need be.
Recommendations to others considering the product:
Try to come up with custom views to help see what is useful to your company.
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