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Good, all-round CRM tool that will only get better over time
What do you like best about the product?
We use Zendesk for our 24/7 Customer Support teams. I like the flexibility in customizing Zendesk to fit my Support organization's needs. There are many options to auto-route tickets to the correct team of agents depending on the client's inquiry. For example, Omnichannel and Skills-based routing. This has proved to make our Support teams far more efficient. It was also easy to implement. We have also been able to integrate Zendesk into a number of other applications as well.
What do you dislike about the product?
Some features could use more functionality. Today, Omnichannel is handled by separate channel capacity models (e.g. how many active tickets and agent can take per Phone, Messaging, and Email). Instead, for true Omnichannel, it would be much better if we had a single capacity model that decided what agent would take (for example, assigning Phone, Messaging, or Email tickets one at a time based on the inbound volume is coming in). I also wish we could add individual features one at a time rather than purchasing through a suite/package (e.g. our Support teams using only AI Enhanced Writing instead of buying the whole AI Suite)
What problems is the product solving and how is that benefiting you?
Automating of ticket assignments based on Omnichannel capacity models/routing and Skills Based routing. This is optimizing our team and improving overall coverage and response times.
Zendesk has made a huge impact on our Support team. We doubled our efficiency immediately!
What do you like best about the product?
The biggest impact with Zendesk Support Suite is the ability to have multiple support engineers collaborate on each other's tickets in real time in a live chat format. This has been a huge gain for knowledge share and collaboration!
What do you dislike about the product?
The initial hurdle we had to overcome was the lack of round-robin support out of the box. Even when attempting to use the Skill system for routing, it was a bit of a challenge adapting our process initially, but out team adapted quickly and it worked well for us.
What problems is the product solving and how is that benefiting you?
Zendesk is helping our Support team with scaling and supporting our clients efficiently and effectively. We are tackling more tickets than ever before (about double or triple from our previous system) and not even breaking a sweat!
Extremely robust too suite
What do you like best about the product?
The integration between components and the reporting capabilities
What do you dislike about the product?
UI changes to explore were a bit annoying to get the use of at first.
What problems is the product solving and how is that benefiting you?
It’s an all-in-one tool that integrates support with reporting.
Wealth of capabilities = more money
What do you like best about the product?
Zendesk is the best customer support platform I have found for UX for agents.
What do you dislike about the product?
So many capabilities, but need more education around how to use our suite to the full potential.
What problems is the product solving and how is that benefiting you?
Customer support tickets
Zendesk Conference
What do you like best about the product?
I love the a la cart style of setting an account up
What do you dislike about the product?
How sometimes making rules isn’t very user friendly
What problems is the product solving and how is that benefiting you?
We will be using it for AI capabilities, so that will address a lot of our problems
ZD - good for volume support with room for improvement
What do you like best about the product?
Allows my team to work together efficiently from several queues.
What do you dislike about the product?
Not being able to edit a post and a lack of support for internal lite-agent or other non-agent contributors and stakeholders is a challenge.
What problems is the product solving and how is that benefiting you?
Allows us to have tickets submitted through our web application or via email directly.
Review for Support
What do you like best about the product?
Updated features, and items that are coming out soon.
What do you dislike about the product?
Wish there was more ways to customize how things look. Also, easier reporting.
What problems is the product solving and how is that benefiting you?
Allowing our customer service to work together and share tasks.
Very resourceful and easy platform
What do you like best about the product?
It's very easy and understandable. Also the openness of the suite makes it very resourceful.
What do you dislike about the product?
Doesn't have an accurate live data dashboard for explore
What problems is the product solving and how is that benefiting you?
Customer service calls handling. Agents management.
Very efficient software for your support needs
What do you like best about the product?
It is super helpful for support teams.
With the new features coming in it is one of the top softwares
With the new features coming in it is one of the top softwares
What do you dislike about the product?
The Zendesk support suit it pretty good, haven't really faced any issues
What problems is the product solving and how is that benefiting you?
It lets all our clients create tickets pretty smoothly and gives them direct access to our team.
Zendesk has a major focus on AI.
What do you like best about the product?
Zendesk has been reliable and constantly adding a new features.
What do you dislike about the product?
I wish Zendesk adding the slash commands for macros in the Zendesk mobile app. I also wish some of the sweethawk suite was available in the mobile app. I wish Omni channel routing was like round robin. I wish the slack integration was similar to foqal.
What problems is the product solving and how is that benefiting you?
It’s allowing us to centralize our documentation as well as facilitate any IT support request for multiple different brands.
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