Zendesk Suite
ZendeskExternal reviews
6,650 reviews
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Easy Support
What do you like best about the product?
Ease of use & triggers/automations & Zendesk support chat
What do you dislike about the product?
Admin Dashboard is a bit confusing with items buried...difficult to find!
What problems is the product solving and how is that benefiting you?
Quick interactions with customers using Triggers/Automations have made their CX better, leading to more sales.
Recommendations to others considering the product:
Automate everything to help the customer to manage their issues/problems faster
Great Support, Fairly Quick
What do you like best about the product?
Screen recording capabilities when chatting with their support team.
What do you dislike about the product?
Multiple hours between responses, despite sending during work hours.
What problems is the product solving and how is that benefiting you?
I had questions about the functionality of the Zendesk upgrades, and the support team clarified them and ensured I had a next step in motion.
Easy to use and adaptable for each company
What do you like best about the product?
It is very easy to use and keeps track of all communication and tracking KPI's/SLA's.
What do you dislike about the product?
The reporting is a bit difficult to understand how to use and to adapt to reports needed
What problems is the product solving and how is that benefiting you?
Standardised service and tracking of all requests
Robust software
What do you like best about the product?
Triggers, automations, views, ticket fields, groups, they are all very useful
What do you dislike about the product?
Workspace, I cannot test it in a sandbox
What problems is the product solving and how is that benefiting you?
I can filter an prioritize the most important messages
Good fast support
What do you like best about the product?
It is quite easy to find the support options and the chat features. This is important as the help desk or articles might not have all the questions we need with the issue.
What do you dislike about the product?
at times, the bot takes too much time to figure out what we actually want and direct our chat to the support team.
What problems is the product solving and how is that benefiting you?
Issues our clients face like not receiving the emails etc are solved with ZD support suite. That is a good thing since these issues are complex but rare.
Ultimate is a great product and team to work with
What do you like best about the product?
The Ultimate team is always ready to support and find solutions to issues. Integration to our customer service system is working well, new features are constantly being developed.
What do you dislike about the product?
The user interface for building dialogues could be more user-friendly. Some occasional issues for instance with buttons.
What problems is the product solving and how is that benefiting you?
Chatbot is efficiently handling high volumes of customer contacts, which would not be possible with human customer service. It is available for our customers 24/7.
one of the best tools out in the market
What do you like best about the product?
Integration among other tools is very easy
What do you dislike about the product?
Reporting functions are not so well, not real-time
What problems is the product solving and how is that benefiting you?
Chat and self service functions are one of the best
Recommendations to others considering the product:
not easy to change, so consider well before deciding
Agent is trying his best to resolve issue.
What do you like best about the product?
Agent can access the account to trouble shoot.
What do you dislike about the product?
nothing really. Although it take a bit longer at the beginning, but that is due to the limitation of access.
What problems is the product solving and how is that benefiting you?
Not able to add user to chat. Then I learnt about how other people in support can taken the seat even not in chat.
Recommendations to others considering the product:
Enable adding an agent to multiple departments at a same time
Great software
What do you like best about the product?
Integrated with all the parts of the business that we required. Altered to suit our needs while being helpful in follow-ups and implementation
What do you dislike about the product?
Not a fan of the chat bot support. When i'm using it it's generally for specific issues that i can't find a solution for through their docs. The chat bot redirects you to those stories which i can understand why.
What problems is the product solving and how is that benefiting you?
Upgrading existing in house ticketing system. We have now introduced to other areas of the business
Good experience with Zendesk
What do you like best about the product?
Great design and user experience. Very functional
What do you dislike about the product?
Unable to reassign tickets within the same group
What problems is the product solving and how is that benefiting you?
Customer contacts. Easy to trace contact history
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