Zendesk Suite
ZendeskExternal reviews
6,522 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Best for ticketing thing
What do you like best about the product?
Zendesk is used by us as a platform that specializes in delivering continuous email support to multiple subscribers. The team provides equitable assistance, and the ticket system ensures consistency. The support status, for example, is updated in real time and can be shared between teams. In addition, visibility on the list is advantageous, as is the feature that can be filtered through tagging.
What do you dislike about the product?
I believe that transfer, CC, and transfer features are not enough. It will be important when you exchange external emails within the company, so there is room for growth here.
What problems is the product solving and how is that benefiting you?
Zendesk Suite is primarily used in our organization to share an email support process to multiple team members. We use the concept of tickets to manage continuous support requests and track all transactions, making it easy for everyone in the team to exchange information, even if their contact information is different. In addition, the situation can be controlled and viewed in real time, which is very fast.
Zendesk is user friendly
What do you like best about the product?
It is user-friendly and easy to navigate and search past support requests.
What do you dislike about the product?
I don't like that you can't edit the private notes. If you misspelled something, you can't change it after closing the private comment.
What problems is the product solving and how is that benefiting you?
We are getting issues resolved in a structural manner in the company. We have trained users to enter a ticket within zendesk to be more organized.
Zendesk Support Suite Review
What do you like best about the product?
The best feature is the ability to import and export data. When I'm adding new organizations to our Zendesk account, I can easily generate reports, export them, and import them.
What do you dislike about the product?
Integration does not always work. Integration with the Ringcentral dialer, for example. Automatic ticket creation is not working when I get calls, and you will need to log out and re-login to your RingCentral account to fix it.
What problems is the product solving and how is that benefiting you?
Problems with our knowledge base articles and helpdesk support. We were able to create a knowledge base articles repository, and our helpdesk technicians are quickly resolving customer concerns.
Zendesk has helped manage customer communication seamlessly
What do you like best about the product?
Zendesk's ticketing system is really good. Grouping and assigning tickets has helped organize the communication flow.
What do you dislike about the product?
An option to view if the mail has been viewed or opened by the receiver would be a great add on feature. Also, adding images to email signatures is a bit confusing. Other than that all great.
What problems is the product solving and how is that benefiting you?
I have been using Zendesk to manage mails and raise tickets.
Helpdesk for SMB and Enterprise customers
What do you like best about the product?
Integration with Social Media
Pricing model (SaaS)
FAQs(Automated suggestions for repeated questions from knowledge base)
Ease of signing up
Custom domain support
Pricing model (SaaS)
FAQs(Automated suggestions for repeated questions from knowledge base)
Ease of signing up
Custom domain support
What do you dislike about the product?
Too many competitors.
Difficult to evaluate as there are strong competition from the likes of freshdesk, hiver etc.
Expensive compared to the competitors like freshdesk
Difficult to evaluate as there are strong competition from the likes of freshdesk, hiver etc.
Expensive compared to the competitors like freshdesk
What problems is the product solving and how is that benefiting you?
Customer helpdesk.
As a company you have business and that has users. So there should be a way to solve those user queries which are converted in the form of tickets. We used Zendesk for the same
As a company you have business and that has users. So there should be a way to solve those user queries which are converted in the form of tickets. We used Zendesk for the same
Seamless Customer Support Platform
What do you like best about the product?
The simplicity if setting up new queues/support channels and ease of backend administration. We integrate into our internally developed CRM as well as a third party chatbot.
What do you dislike about the product?
The UI could use some updates to improve navigation and layout. All features work as intended, but at times there is some hunting and pecking to find modules in the layout as is
What problems is the product solving and how is that benefiting you?
Customer Interaction Management across scopes of customer service, compliance and data privacy requests, and chatbot integration. We have seen stabilized support metrics.
User friendly support system
What do you like best about the product?
What I enjoy the best is that it is a direct way to address customer issues or questions without cluttering my inbox. It keeps a streamlined record of everything and keeps them organized.
What do you dislike about the product?
The inability to link customer accounts from other platforms in a way that you can click through. There can be a lot of copying, opening tabs and searching from there.
What problems is the product solving and how is that benefiting you?
Customer questions revolving around their accounts within our marketing platform. Addressing any questions, issues, or concerns to ensure they are able to get their work done.
Zendesk for Customer Support is Great
What do you like best about the product?
The option to send a follow-up bump after 72 hours is a great feature and ensures timely resolution of customer inquiries.
The platform is constantly optimized, which maximizes performance.
The platform is constantly optimized, which maximizes performance.
What do you dislike about the product?
I dislike not having the ability to view all email marketing correspondence sent to Members when they are reaching out for assistance. It would be helpful if merging relative inquiries was automatic.
What problems is the product solving and how is that benefiting you?
Several incidents occur weekly, and this temporarily prevents customers from being responded to on time. In some cases, this negatively impacts quality insurance.
Zendesk makes collaborating on customer requests easy
What do you like best about the product?
Being able to assign tickets to others, changing the name of tickets, and most of all use the internal note function to discuss among colleagues without the customer seeing anything.
What do you dislike about the product?
I would like to have more power in categorizing tickets between short-, medium- and long-term tickets, especially since product development effort requires lots of long-term tracking.
What problems is the product solving and how is that benefiting you?
B2B problems mostly. We work with business customers that have various bugs, issues and requests for our software that they then flag to us via support tickets.
Strong tool that is quickly growing even better; trusted partnership in solving business problems
What do you like best about the product?
Ultimate’s hands-on guidance as we learned to use their tool and planned our launch was fantastic. We had lofty goals for our implementation of Ultimate, and the team never shied away from them. They’ve been trusted partners and I love that in addition to helping us understand how to use their tools, they’ve always offered us their thought leadership and industry knowledge. Ultimate.ai is not just a chatbot but a flexible tool that has allowed us to do the following things rapidly:
- React to trends in contact reasons
- Use a data-driven approach to impact customer experiences
- Innovate and experiment to test new customer experiences and track how our users react
- React to trends in contact reasons
- Use a data-driven approach to impact customer experiences
- Innovate and experiment to test new customer experiences and track how our users react
What do you dislike about the product?
Ultimate’s capabilities generally meet all our requirements, but there are a few areas of opportunity for continued value-add. Here are some examples:
- There is no native staging functionality built into the tool yet. They’ve helped us with workarounds today, but ideally, one day we’ll have native options to draft and test thoroughly before pushing changes live, without extra clicks.
- Ultimate has been putting heavy work into reporting enhancements but the current analytics dashboard provides only the basics at the moment. Most enterprises will need a custom reporting option while Ultimate builds the enhancements (Ultimate created this custom dashboard for us!)
- We have a high volume of content and conversations each month, and the dashboard can be latent at times.
That said, I have generally found Ultimate to be highly willing to ingest our feedback and react with appropriate urgency.
- There is no native staging functionality built into the tool yet. They’ve helped us with workarounds today, but ideally, one day we’ll have native options to draft and test thoroughly before pushing changes live, without extra clicks.
- Ultimate has been putting heavy work into reporting enhancements but the current analytics dashboard provides only the basics at the moment. Most enterprises will need a custom reporting option while Ultimate builds the enhancements (Ultimate created this custom dashboard for us!)
- We have a high volume of content and conversations each month, and the dashboard can be latent at times.
That said, I have generally found Ultimate to be highly willing to ingest our feedback and react with appropriate urgency.
What problems is the product solving and how is that benefiting you?
Our primary goals with Ultimate.ai are:
1) To surface answers to easy user questions (reducing volume of basic or frequent questions to our support team)
2) To automate rote processes and triage user questions to the right human by using conversational context and known user attributes
3) To capture leads and quickly route sales questions to our sales team.
Since launch, we’ve seen:
- 36% YoY decrease in volume of tickets that need to be manually triaged
- 58% of conversations successfully resolved by bot
- 20% increase in qualified leads generated
1) To surface answers to easy user questions (reducing volume of basic or frequent questions to our support team)
2) To automate rote processes and triage user questions to the right human by using conversational context and known user attributes
3) To capture leads and quickly route sales questions to our sales team.
Since launch, we’ve seen:
- 36% YoY decrease in volume of tickets that need to be manually triaged
- 58% of conversations successfully resolved by bot
- 20% increase in qualified leads generated
showing 1,291 - 1,300