Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Fun, insightful and inclusive
What do you like best about the product?
From start to finish we felt immediately that we were able to build a succesfull bot even though we were all new within this topic. The support was always available and we could ask questions at any time of the day. Ultimate felt eventually like an extension of felyx rather than an external partner.
What do you dislike about the product?
To Ultimate itself there were no downsides to be fair. The only issue was the integration with SunCo and the lack of their response, it would have been great to have had someone from Ultimate take charge at that time and helped there to fasten up the process.
What problems is the product solving and how is that benefiting you?
The high amount of chats we get on a daily base is now covered first by the bot so the issues can be shifted and agents immediately see what issue the customer experiences. Which helps them so much!
no one is responsable
What do you like best about the product?
The pitch, looks like they have an amazing product
What do you dislike about the product?
The company i represent haven't had the expected results with our partnership or any proposals about how Ultimate AI can improve its level of service and in consequence, those results.
We signed with Ultimate AI to develop an outstanding experience for our clients here in Mexico. For different reasons, today we have nothing.
I already have a meeting with the CEO and not even him answer me my emails, the customer support and the delivery times are the worst.
Our contract does not expire yet and no one responds to us, that´s the service level they have. It´s a shame
We signed with Ultimate AI to develop an outstanding experience for our clients here in Mexico. For different reasons, today we have nothing.
I already have a meeting with the CEO and not even him answer me my emails, the customer support and the delivery times are the worst.
Our contract does not expire yet and no one responds to us, that´s the service level they have. It´s a shame
What problems is the product solving and how is that benefiting you?
no one
support equals zendesk
What do you like best about the product?
Easy to use and the number of support channels we can add to Zendesk. Support that we receive from Zendesk team.
What do you dislike about the product?
Reporting, the reports should be drag and dropped, and the dashboards should be auto-created.
What problems is the product solving and how is that benefiting you?
chat and support tickets are responded to on time and with great accuracy.
Most complete CRM tool
What do you like best about the product?
Zendesk is the most complete CRM tool I've ever seen, both for its variety of integrations with other platforms and for its complete business rules and infinite configuration possibilities.
What do you dislike about the product?
It still lacks some more complete features for chat like first response SLA for example.
The automations interface is still very old and visually outdated compared to the rest of the features, making it even a little uncomfortable to use.
The automations interface is still very old and visually outdated compared to the rest of the features, making it even a little uncomfortable to use.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of the company that I work for, mainly in customer service, efficiently and quickly, making the ticket resolution rate always close to 100%
Great with integrations providing seamless support
What do you like best about the product?
The UI of Zendesk has been created with ease of use.
The vast range of additional integrations makes ZenDesk a powerful tool
The vast range of additional integrations makes ZenDesk a powerful tool
What do you dislike about the product?
The cost implications for smaller customer support teams requiring additional (Expensive integrations)
What problems is the product solving and how is that benefiting you?
It provides a stable reliable Support suite
Intuitive and highly customizable
What do you like best about the product?
Very easy to use but can also be customized to suite your company's needs
What do you dislike about the product?
Communication history can sometimes get extensive. It would be nice to see only the most recent response from each email, not the growing thread.
What problems is the product solving and how is that benefiting you?
The Support Suite helps us track responses to customers and communicate seamlessly with our Sales team.
Great support
What do you like best about the product?
Zendesk provides our users a slick personable experience which is not over populated with IT jargon. Everything points towards the user having a great time with support.
What do you dislike about the product?
The explore reporting is not intuitive and does not update quick enough. I often find myself spending hours trying to get the data out.
What problems is the product solving and how is that benefiting you?
IT support experience. Knowledgebase management and self service.
We are now deflecting tickets using guides for our users
We are now deflecting tickets using guides for our users
A bit complex to set up at times, but once you do, it can be super powerful.
What do you like best about the product?
Zendesk is highly configurable and allows you to create very specific processes, automations, tools, and more. For the most part, it seems like almost anyone should be able to make it work for their process.
What do you dislike about the product?
Some basic functionality is missing such as the ability to export tickets and their data. Also, even though there is often a way to do what you want or configure some automation or filter, it can be super non-intuitive and difficult to figure out. That being said, the support they provide usually helps get the job done.
What problems is the product solving and how is that benefiting you?
Zendesk gives us a system to organize customer requests and keep track of responses. This helps us keep our standards high!
Zendesk support is very effective, but has its limitations
What do you like best about the product?
I like that zendesk support has the option of creating triggers, automation, and macros, which makes the agent's life easier, as well as a faster response to our customers. I really like that we can integrate zendesk support with third-party apps and improve the experience, as well as the other platforms linked to the zendesk support as the zendesk explore, chat, guide and talk. Recently we started to use the zendesk sell and its amazing to see the benefits of the integration with zendesk support. One other thing that makes the integrations work even better is the agent workspace, I like that zendesk wants us to offer the best experience to our customers and at the same time to our employees.
What do you dislike about the product?
Zendesk support has a lot of features and some of them are not yet complete, or working perfectly. We would like to do have more conditions for the triggers and automation that would run in less than 1 hour. Not sure if the chat and messaging is something that is inside the zendesk support suite, but we are facing some challenges in that part, especially with the triggers and integrations with zendesk sell.
What problems is the product solving and how is that benefiting you?
Splitspot is a coliving company, and we are trying to use zendesk as our main point of communication with potential leads, landlords, and customers. Zendesk helps us better address their concerns and solve this questions, as well as deal with any kind of emergency.
Has been a very helpful tool. Missing a few features.
What do you like best about the product?
I like the EVENTS feature of Zendesk. It allows me to see the steps taken during the ticket and helps troubleshoot any issues with the triggers. Customer Service loves this tool. It keeps them on their toes and proactive in serving the customer.
What do you dislike about the product?
I'm not too fond of the lack of features in the basic plan. Zendesk wants you to upgrade. I also don't like that you can't upgrade accounts for individual agents. For example, the reporting that an admin would only use. To get better reporting, you have to upgrade your entire account.
What problems is the product solving and how is that benefiting you?
It's solving the lack of data we have within our customer service team. It exposes the areas we need to improve throughout the company by allowing us to see valuable feedback from our customers.
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