Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Zscaler Support Was 5 great
What do you like best about the product?
The engineer challenged our issue with the right questions and provided the logs we needed.
What do you dislike about the product?
Nothing that I can recall now. All was according to the best practices
What problems is the product solving and how is that benefiting you?
Interfacing with our customers on different channels, in a simple way
Zendesk non-stop support for customer-reported issues
What do you like best about the product?
I like how Zendesk uses its support ecosystem to support its external customers. I've had multiple issues now with Zendesk support and the approaches provided by the support engineers are varied and creative. I've had remote sessions where they quickly turned very technical and told me exactly why something wasn't working, and I've had other issues where it took a few patch cycles for them to resolve the issue. They do provide constant, meaningful updates that are appreciated.
I do like the well-documented API architecture and detailed examples of how to utilize the APIs with various high-level programming languages. It's flexible, powerful and saves considerable time for our support team.
I do like the well-documented API architecture and detailed examples of how to utilize the APIs with various high-level programming languages. It's flexible, powerful and saves considerable time for our support team.
What do you dislike about the product?
One of the problems I identified took several months to resolve, which was mind-boggling. We recently started using Zendesk Talk for supporting our customers and my understanding is that it uses Twilio to validate phone number formats in the international E.164 standard. This seems straightforward yet I encountered a problem entering a phone number for a customer that Twilio itself confirmed was correct and yet Zendesk continually stated it was not formatted correctly when I attempted to enter the number against the user. Initially, the support team told me to simply disable E.164 format checking so that I could store the number against the user but that wasn't a viable solution for us given that we use Zendesk Talk. Ultimately the Zendesk support team came through over two months later but it is unclear how this problem was not caught earlier by the development and test teams.
What problems is the product solving and how is that benefiting you?
The robust API framework allows me to develop creative automation solutions to better service our customers, allowing us to focus our time on the most important thing - interacting with our customers.
Recommendations to others considering the product:
Take the time and effort to learn the tool. There are great documents out there to utilize.
Awesome conversational platform that helped us set a virtual agent in only a few weeks.
What do you like best about the product?
- The interface is intuitive and easy to use
- It integrates easily within our Salesforce CRM system for a seamless handover to agents
- Smart AI model and it's easy to train the different intent models
- The onboarding process was really good; we got to setup a virtual agent in just a few weeks with already promising results.
- With the latest addition of UltimateGPT there is a lot of potential in improving our current conversation design, making our bots more complete and better maintanable.
- It integrates easily within our Salesforce CRM system for a seamless handover to agents
- Smart AI model and it's easy to train the different intent models
- The onboarding process was really good; we got to setup a virtual agent in just a few weeks with already promising results.
- With the latest addition of UltimateGPT there is a lot of potential in improving our current conversation design, making our bots more complete and better maintanable.
What do you dislike about the product?
- Ultimate focuses on one thing and that's the virtual agent for live chat. On the one hand, that's great, but at the moment it's not possible to integrate with other channels such as Whatsapp)
What problems is the product solving and how is that benefiting you?
- A lot of our customers call/mail us for rather simple questions and requests that they could also solve themselves on our website. The virtual agent now redirects customers to the right answers and self service sections of our website and only more complex cases are routed to our customer care professionals (it also makes their work more fun and challenging).
- Their GPT/LLM version of the chatbot will make it easier for us to setup and maintain bots.
- Their GPT/LLM version of the chatbot will make it easier for us to setup and maintain bots.
Zendesk's flexibility continues to shine albeit with some frustrating UI changes
What do you like best about the product?
Easy to deploy to multiple support channels. Agent satisfaction with the tool is high. The API is robust and allows for a number of integrations that are helpful.
What do you dislike about the product?
The new admin management section is clunky and requires too many clicks and moving to different tabs to manage users and business rules. Business rules lack some features (like being able to assign users to an org with a trigger).
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to handle support in 6 different countries across 5 languages. We also get a good value for our money due to everything being included in the price.
Zendesk Support Suite has been great for our team.
What do you like best about the product?
The most helpful thing about Zendesk Support Suite is its visibility. It allows us to pull reportings into explore for response times and number of inquiries.
What do you dislike about the product?
One of the downsides to Zendesk Support is its inability to scan the contents of a PDFs when searching for something.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has benefited the company by allowing us to see our response rates.
Fast and understanding
What do you like best about the product?
Link that support sent was broken but showed the way so could reach what i need. Robot and search engine.
What do you dislike about the product?
There is nothing that ı dislike about support.
What problems is the product solving and how is that benefiting you?
Now ı applied a job suits me
Recommendations to others considering the product:
Ask the robot it will do its best
Trusted partner with innovative solutions for improving CX
What do you like best about the product?
Flexibility, ease of use and the willingness to cooperate
What do you dislike about the product?
No immediate points for improvements at the moment
What problems is the product solving and how is that benefiting you?
Speed for lead recognition and customer contact support
Great platform and very helpful staff
What do you like best about the product?
Co-operation with our success manager has been great and the ultimate platform is really good
What do you dislike about the product?
Billing method (payment for every contact even if the bot can't handle the contact)
What problems is the product solving and how is that benefiting you?
The chatbot is solving repeating queries and leaves time for customer service agents to focus on more complicated matters. We are saving time and money by using Ultimate.
Great Ticketing System
What do you like best about the product?
It's easy to use and learn. Great track of the tickets and can be used as a knowledge base too. I find that the support team is really good and really easy to talk to.
What do you dislike about the product?
There is nothing i dislike at the moment. I have worked with many other CRM's before and I find zendesk being easy and userfirendly. Also the support team is great so nothing to dislike for me.
What problems is the product solving and how is that benefiting you?
IT Support problems, licensing, anything day to day related for communication via email. the benefit is that there is always a trace left meaning you can go back and search for old tickets.
Recommendations to others considering the product:
Don't hesitate, start Zendesk today.
Great support center
What do you like best about the product?
They answer fast and giving a lot of info
What do you dislike about the product?
Sometimes is hard to follow the steps if you are not part of IT department
What problems is the product solving and how is that benefiting you?
Integrations with other platforms
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