Zendesk Suite
ZendeskExternal reviews
6,667 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good clear tool, really nice to work with! In addition a point of improvement for the organisation
What do you like best about the product?
It is a tool that is developing very quickly. When I started using Ultimate less then a year ago the dashboard was pretty basic. But now with the extension of the resolutions you have much more insight. Realy nice!
What do you dislike about the product?
I am dealing with a bug for a pretty long time now. I can't export conversation logs, but I use this a lot while analysing conversations. It is really hard to let the development team help me with this, I had to build a case and explain why I wanted this to work. And even then the team wouldn't help me. I think is a basic service that every tool should have, a development team helping you with technical issues as soon as possible.
What problems is the product solving and how is that benefiting you?
Helping customers find answer to frequently asked questions they can't find that easily on the website.
Convenient, reliable, and always innovative
What do you like best about the product?
I like using Ultimate because it's convenient, reliable, and always innovative. I've been using this platform for a year now and since the beginning, it has evolved a lot to offer solutions that ease my work as a Virtual Agent builder. I can always count on support if I face any issues or if something is not clear to me.
What do you dislike about the product?
Having said that Ultimate is always evolving, it sometimes takes time to get used to some changes, however, once you get a hang of it, you can see many benefits.
What problems is the product solving and how is that benefiting you?
Ultimate Chatbot is allowing us to solve repetitive customer queries and deflect customer traffic from calls and emails. This automation is helpful as it saves customer support agents' time.
Simple, customizable and fuctional. Awesome
What do you like best about the product?
Makes my CS life so much easier... the SLA sistem is very useful, assignment possibilities. Its very intuitive and easy to learn although I never tried any competitor.
What do you dislike about the product?
Some things namely being so hard to add a signature that is not merely simple text. this should be way easier for companies. otherwise i like it all, nothing to add
What problems is the product solving and how is that benefiting you?
We used little old outlook so the difference is absolutely major. the flows are better, support is awesome, customization is very nice. We are closing tickets way way faster.
Zen Desk
What do you like best about the product?
Zen desk support suite helps us to manage all the SLA/BAU activities
What do you dislike about the product?
Can improve the number of 3rd party intergration
What problems is the product solving and how is that benefiting you?
Helps us in achieving SLA/BAU, help desk support
Transparent, easy to use and their support is always there
What do you like best about the product?
The variety of options when it comes to creating intents is impressive. It's fun to experiment using different features in order to get the best result, which would then be most practical and appealing for our customers. I really enjoy that API integration came along as it enables us to give very particular support. And last but not least, the team and their support are always there to suggest or test and even adjust things like dashboards, which is a great help and makes our lives easier ;)
What do you dislike about the product?
I can't say I see or experience any particular drawbacks about Ultimate itself, but if I have to mention one is that some processes or integrations might take a tiny bit longer, but I suppose the practice (and time makes) it perfect!
What problems is the product solving and how is that benefiting you?
It helps us make customer support more accessible, faster, and more efficient when agent interaction is not necessary and most importantly it also makes our support available for customers 24/7 !
Bridge between teams
What do you like best about the product?
Love how easy it is to access tickets created by other teams to stay in the looo
What do you dislike about the product?
The auto sort or the tickets is not intuitive in my opinion
What problems is the product solving and how is that benefiting you?
As mentioned, Zendesk allows all of our team members to be able to stay in the loop and to provide support to our clients
Excellent customer service
What do you like best about the product?
The team have been really helpful throughout our project with guidance, best practice, tips & tricks as well as troubleshooting.
The product have a clean and user-friendly interface.
The product have a clean and user-friendly interface.
What do you dislike about the product?
There's nothing I dislike about Ultimate's customer service.
I wish there was an option to set exceptions in operating hours for the bot e.g closed on public holidays.
I wish there was an option to set exceptions in operating hours for the bot e.g closed on public holidays.
What problems is the product solving and how is that benefiting you?
At the moment Ultimate guide our customers on how so solve the saks themselves via out selv-service.
The more complex tasks, that cannot be solved via our self-service Ultimate help us gather the information we need to solve the task at hand a lot quicker.
The more complex tasks, that cannot be solved via our self-service Ultimate help us gather the information we need to solve the task at hand a lot quicker.
Multiple feature in one tool
What do you like best about the product?
Easy to use and ticket tagging helps to determine the main concerns.
What do you dislike about the product?
Non-schedule outages impact our business and customer.
What problems is the product solving and how is that benefiting you?
Earlier, we have Intercom for chats and Five9 for calls, but now we have chats, emails, and calls with Zendesk.
It saves a lot of money in terms of the license.
All the platform at one place.
It saves a lot of money in terms of the license.
All the platform at one place.
Great usability but limitations
What do you like best about the product?
Agents like the usability of agent workspace and some of the functionality is great allowing it to be uncomplicated.
What do you dislike about the product?
Limitations on customization. Layout builder EAP is limiting by its a one size fit all rather than customizable by group, views are still limited to 12 global, it would also be great to be able have a view as/assumption mode to see how the view looks for advisors etc. we also experience a number of issues with explore accuracy in that metrics aren't industry standard and work differently meaning we've spent countless hours creating our own.
What problems is the product solving and how is that benefiting you?
There is a number of changes coming with features we've been requesting around agent availability. We've created some great workflows using a combination of triggers and automations which have also made our teams lives easier and streamlined processes.
Excellent tool for customer and internal communication
What do you like best about the product?
Ease of access and comprehensive segregation of multiple queues
What do you dislike about the product?
The tool can be more user-friendly. Complex controls makes the tool difficult to use at administrator level
What problems is the product solving and how is that benefiting you?
Zendesk helps provide a platform for efficient and smooth communication with customers and internal teams
showing 1,161 - 1,170