Zendesk Suite
ZendeskExternal reviews
6,522 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Complete package for customer support
What do you like best about the product?
Replacing other systems with the 1 platform for email support, phone support, help tutorials, chat, forums, analytics
Fairly easy to manage
Fairly easy to manage
What do you dislike about the product?
High cost
Can be timely to administer depending on your setup complexity
Can be timely to administer depending on your setup complexity
What problems is the product solving and how is that benefiting you?
Customer Service
Customer Support
Self-service
Customer Support
Self-service
Great ticketing tool
What do you like best about the product?
Zendesk has made our lives a lot easier aside from delivering quality of service to our customers - both internal and external. Best is to keep track of our performances and review trends for improvement.
What do you dislike about the product?
Pricing will allow us to select ala carte so we won't have to upgrade our plans to help small and medium businesses. Zendesk has proven to be the best ticketing tool out in the market but can be pricey for SMEs.
What problems is the product solving and how is that benefiting you?
This is not applicable for my team. This is not applicable for my team. This is not applicable for my team. This is not applicable for my team. This is not applicable for my team.
Municipal experience
What do you like best about the product?
It is important that our city gets all data of chatbot for our own use easily.
What do you dislike about the product?
Nothing to dislike, everything works very smoothly.
What problems is the product solving and how is that benefiting you?
The best customer experience is available when we make a good integration from bot to real person, so we can continue direct conversation in those more complicated things. This integration works well with ultimate and our chat provider.
It's a great ticketing system but needs more dynamic features
What do you like best about the product?
The user interface and multiple 3rd part applications can be used within the marketplace.
What do you dislike about the product?
The lack of dynamic features such as unlimited brands, unlimited dropdown values, and being able to link fields to a data source.
What problems is the product solving and how is that benefiting you?
Email management and basic support features such as calls.
Recommendations to others considering the product:
Zendesk needs to be more dynamic and should adapt its native features to the current demand.
Great team, great product
What do you like best about the product?
I've thoroughly enjoyed working with ultimate.ai. The team has constantly gone above and beyond the call of duty and also responded to our feedback promptly. What's more, I've been impressed by their AI. While I have my pet peeves about the backend user interface, it is generally intuitive and easy to use. I like the Training Center in particular.
What do you dislike about the product?
Dialogues that are massive in size require a lot of computing power, which causes some performance issues on the dashboard side. This can be very frustrating.
What problems is the product solving and how is that benefiting you?
Our Customer Care agents can focus on the more challenging tickets while the chatbot takes care of some of the simple standard questions. What's more, the bot is doing a lot of groundwork so it's easier for our live agents to take over the chats escalated by the bot.
Ultimate AI feedback
What do you like best about the product?
Regular meetings, desire to develop activities together, pleasant cooperation. Quick communication, get help when needed.
What do you dislike about the product?
No complaints, I should perhaps have an even deeper understanding of the subject myself, but I believe that will also be made possible if necessary.
What problems is the product solving and how is that benefiting you?
The recommender bot greatly eases our daily work. Once we get the automation bot in use, I believe it will also lighten the workload for the staff.
Good experiences overall
What do you like best about the product?
Ease of use. Many options utilizing bots as well as analytics to interpret data from the bots. Potential for even more with further development.
What do you dislike about the product?
Bugs and features that do not work. These seem to be rare, though, and are being fixed, I am told. Did ask for help with a problem and did not receive support fast enough as no other user had the same problem—hopefully a one-time thing.
What problems is the product solving and how is that benefiting you?
Rapid growth brings the need for optimization. The bots speed up customer service making us more efficient.
ultimate.ai contact persons are very easy to approach and services are very good
What do you like best about the product?
our contact persons and dashboard is easy to use
What do you dislike about the product?
everything ok............................
What problems is the product solving and how is that benefiting you?
Chatbot and suggestion problems + developing.
We are saving money because bot handling some of our cases and saving time for our agents in chat by using suggestions.
We are saving money because bot handling some of our cases and saving time for our agents in chat by using suggestions.
Great product customer support and service ticket tracking!
What do you like best about the product?
Zendesk is easy to use and it's a great way to stay in direct contact with the customers who submit tickets for tech support. The representatives get a clear view of the open tickets, tickets that have been worked on, and pending tickets that need a resolution. Once a ticket has been worked on the customer is immediately emailed to the customer and it begins an email thread that can be referenced and easily found within Zendesk. Also if a customer ever responds to a closed ticket the case is reopened and notifies the rep who worked on the ticket. Zendesk also automatically sends out customer satisfaction surveys without the support rep having to do any additional work once the ticket has been resolved. So much of the product is automated making it easy for your support reps to focus on the customer and it also makes it easy for supervisors to get involved on escalations.
What do you dislike about the product?
The integration with Salesforce was complicated and created a lot of abandoned and duplicate company records that had to be manually removed from Salesforce. It made it hard for the support team to convince the other teams who were not as involved with supporting direct customer tickets that Zendesk was an asset.
What problems is the product solving and how is that benefiting you?
Zendesk was amazing for keeping track of service tickets. The entire team could view the contact history of tickets for a company which made collaborating to solve customer issues easy. It was also the best way to keep track of individual cases for support reps.
Zendesk
What do you like best about the product?
I appreciate that it connects to slack. It is easy to manage. I like that I can use Macros - this has been the best tool for helping customers but I would like some macros to be better to manage.
What do you dislike about the product?
I would have liked a training exercise. I wanted to know more about what I was able to do. I would have liked to know how to get tickets returned to me and to the appropriate department.
What problems is the product solving and how is that benefiting you?
I am solving problems on zendesk for customer's. I help issues and work on security.
showing 1,311 - 1,320