Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Love the product, extremely frustrated with Account Management for the simplest of tasks.
What do you like best about the product?
Zendesk as a product is solid. The platform is feature-rich, stable, and integrates well into our tech stack. From a support operations standpoint, it does what we need.
However, the account management experience has been extremely disappointing. Communication is slow and unresponsive. Simple requests — like retrieving a copy of our contract — take multiple follow-ups and weeks to resolve. I'm currently 13 days and 8+ emails into a request and still don't have what I need. It's frustrating to be satisfied with the product but feel unsupported as a customer.
Anytime I need to deal with my Account Manager I already know I am going to end up frustrated, and this company is so big you can't find any managers or high level people to complain to or help get a resolve.
However, the account management experience has been extremely disappointing. Communication is slow and unresponsive. Simple requests — like retrieving a copy of our contract — take multiple follow-ups and weeks to resolve. I'm currently 13 days and 8+ emails into a request and still don't have what I need. It's frustrating to be satisfied with the product but feel unsupported as a customer.
Anytime I need to deal with my Account Manager I already know I am going to end up frustrated, and this company is so big you can't find any managers or high level people to complain to or help get a resolve.
What do you dislike about the product?
Account Management support is dismal at best.
What problems is the product solving and how is that benefiting you?
Allowing customers to easily reachout and get help with platform issues or questions.
- Leave a Comment |
- Mark review as helpful
Overall a good tool
What do you like best about the product?
Zendesk has customizable and scalable solutions that any business could take advantage of. It's growing AI support will be a game changer in the coming future.
What do you dislike about the product?
Integral plans/features are locked behind a pay walls. Better pricing options should be made available.
Zendesk UI needs to be updated for agent use.
Zendesk UI needs to be updated for agent use.
What problems is the product solving and how is that benefiting you?
Ai copilot, providing assistance to agents to increase resolution times while maintaining quality
Consistent and reliable, able to integrate into a lot of apps. Reporting and automations are great.
What do you like best about the product?
I like the ability to integrate into a lot of apps, and the depth of the reporting tools
What do you dislike about the product?
honestly, i wish the Agent UI was more customizable on a per agent level
What problems is the product solving and how is that benefiting you?
intake, organization, and assignment of various internal IT Support issues
Ease and Flexibility; built by support people
What do you like best about the product?
The flexibility of the product and the facts that it works the was support professionals work.
What do you dislike about the product?
Sometimes I struggle why something is so hard to report on, like Orgs, or how to report on a negative, like 0 case submission, etc
What problems is the product solving and how is that benefiting you?
Management and action on requests is easier, reportable and trackable.
An effective support system
What do you like best about the product?
Easy to use and customize. Enables quick communication with all interested parties.
What do you dislike about the product?
The high pricing per seat makes it costly to include all those who need to be.
What problems is the product solving and how is that benefiting you?
Managing support ticket creation and their resolution.
Exceptional
What do you like best about the product?
Being able to manage collectively in one place.
What do you dislike about the product?
I can’t think of a negative, we love it!
What problems is the product solving and how is that benefiting you?
Being able to manage customer service in one place with oversight
Support Suite - would recommend!
What do you like best about the product?
We love Zendesk support suite for bringing our internal and external knowledge bases together with our ticket responding and the ability to layer integrations and Zendesk add ons such as Co-Pilot for quicker resolution for our users!
What do you dislike about the product?
We find the reporting side of Zendesk Suite clunky and tricky to use - we use Zendesk for user feedback and bug tracking and compiling this data can be tricky using custom reporting.
We are considering exporting this data to review elsewhere.
We are considering exporting this data to review elsewhere.
What problems is the product solving and how is that benefiting you?
Zendesk suite is fantastic as it integrates with our other software (especially with the Co Pilot add on.
It’s helped all of our agents work out of one platform.
It’s helped all of our agents work out of one platform.
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.
showing 1 - 10