Zendesk Suite
ZendeskExternal reviews
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A chatbot that does the work for you.
What do you like best about the product?
The easiness to create a working chatbot environment in multiple languages with deep and seemless API integration.
We are also very happy with the help from Ultimate in setting up our more complex dialogs.
We are also very happy with the help from Ultimate in setting up our more complex dialogs.
What do you dislike about the product?
It can be cumbersome to create the dialogs per language, and the current reporting function is not that good. Aside from that, it works great.
When our bot was created, we passed some feedback to Ultimate, and I'm happy to see that Ultimate uses that feedback to improve the product.
When our bot was created, we passed some feedback to Ultimate, and I'm happy to see that Ultimate uses that feedback to improve the product.
What problems is the product solving and how is that benefiting you?
We wanted to get rid of the unnecessary questions that customers would ask to our customer care. The bot can handle 64% of all questions without human interference.
Another benefit of the bot is that it's open 24/7, while our customer care closes at 5.
Another benefit of the bot is that it's open 24/7, while our customer care closes at 5.
Powerful Customer Chat Tool
What do you like best about the product?
It solves the problem we had. We were losing conversions when people browsed our site and customers were lacking a place to ask specific questions to get started on a project.
What do you dislike about the product?
The downfall is that it's not the most user-friendly or intuitive. There are a lot of branches to it and it took several chats with customer service to get it set up to do what we needed. At least they have responsive support.
What problems is the product solving and how is that benefiting you?
Digital customer chat - AI chat bot to answer questions and guide them on our website. We hear from people who maybe wouldn't have reached out or found a form to fill out.
Zendesk just might save your life!
What do you like best about the product?
One of the things I like the best about Zendesk is its versatility. I can view much different material and quickly break it into tickets. Organization and versatility are what I like best. The organization helps me speed through my tasks faster and more efficiently.
What do you dislike about the product?
Something I would say I dislike would be how cluttered many pages can be at times. This is funny because I want as much info as possible but not all one small dashboard! The dashboard is convenient but I think it needs a mini overhaul. A new look and options on the dashboard would make me use it a lot more, I guess.
What problems is the product solving and how is that benefiting you?
It can be a "One Stop Shop" if you will. I can open a ticket, take a live call and actively work an issue with my customer, and much more. Our service to our customers has increased since utilizing Zendesk in the office. I already use multiple programs in my daily work, so having one that can take the place of three others...? I will use it every time! Once we start using every option that Zendesk provides, I think the work will get even easier...in a way.
Recommendations to others considering the product:
Zendesk is a great program to have for customer service centers. It enables the user to work thru "tickets" or customer issues with ease. You can access documents, take and manage calls and send and receive emails... to name a few fun options. The organization is key when it comes to ZenDesk. The fact that your able to do so much on just the dashboard, says it all.
zendesk review
What do you like best about the product?
super easy to work very user friendly. Everything is a one stop
What do you dislike about the product?
It does crash alot, takes time to upload titles and send out emails. Ive learned you have to at least submit it twice
What problems is the product solving and how is that benefiting you?
everything is a one stop user friendly solve. HOwever you do have to send at least twice
Review
What do you like best about the product?
I use Zendesk daily to create knowledge based articles, view and solve tickets for users
What do you dislike about the product?
I wish there is an I tegration between Zoom Rooms and Zendesk
What problems is the product solving and how is that benefiting you?
Create knowledge based articles for users and solving user tickets.
Organized, easy to use, but has it's quirks!
What do you like best about the product?
I love that you can see when others are viewing a ticket at the same time as you or are viewing a ticket altogether. Helps stop that overlap/duplication of tasks.
What do you dislike about the product?
It can sometimes be a little clunky on the automation side, which makes certain tasks a little monotonous and cumbersome. Certain integrations are also clunky/buggy, which can make it challenging to properly track and tag work.
What problems is the product solving and how is that benefiting you?
Support ticket management. There are a number of benefits based on my experience with other platforms. I dislike that it's a bit lacking in the customization department, but overall it comes with a lot of features that customizable platforms don't yet have or are slow to pick up.
Recommendations to others considering the product:
It's pretty straightforward, while it's a bit clunky in some aspects there are integrations that work nicely with Zendesk - for example, Ring Central.
Content management tool that has it all
What do you like best about the product?
I love all of the collaboration features that come with Zendesk Guide Enterprise. We were able to create a streamlined process for creating, reviewing and publishing content - and keeping tabs on existing content using labels.
What do you dislike about the product?
I wish articles could be published to multiple sections rather than just one. In some cases we have published the same content multiple times under different categories which isn't ideal either.
What problems is the product solving and how is that benefiting you?
We were able to successfully manage and maintain content for 10+ product offerings for our 1000+ clients. It made our lives easier and allowed us to focus our energy on other things.
Recommendations to others considering the product:
If you are on the fence, just try it. We had great success using this product.
Good not great ticket system for customer support
What do you like best about the product?
Zendesk allows you to support customers with a shared inbox ticket system. I like that Zendesk offers a central portal to view and respond to all customer inquiries. It is easy to assign tickets to specific agents and/or groups. Zendesk views are flexible and allow you to create specific personal and shared views based on user level.
What do you dislike about the product?
Reporting is a bit cumbersome, and difficult to understand how the metrics are calculated. The user interface feels outdated and could use a refresh. Creating automations aren't necessarily intuitive. I would prefer a drag and drop workflow rather than a more linear criteria configuration.
What problems is the product solving and how is that benefiting you?
Zendesk allows for all individual customer support requests/inquiries to reside in a single platform. This helps to get a broad view of customer support efforts and identify trends.
Recommendations to others considering the product:
Zendesk is a good option for those seeking a shared inbox ticket system and knowledge base functionality. It is worth exploring other options such as HelpScout.
Great enterprise grade Service Desk
What do you like best about the product?
Zendesk has rich and customizable workflows that ensure aligning your support organization to the ITIL framework is effectively done. As a global organization the responsiveness of the platform regardless of location is a real plus for efficiency of the support team
What do you dislike about the product?
The Zendesk UI can get quite cluttered and difficult to navigate if there are many integrations and widgets enabled. This can easily be addressed with some thoughful deployment considerations.
What problems is the product solving and how is that benefiting you?
We needed a globally available, scalable, and customizable ITIL-aligned Service Desk to deliver excellent service to our clients. As the Support team is globally distributed, the ability to track key performance indicators across the organization improved ticket flow and capacity planning, enhancing the Support team's efficiency.
Recommendations to others considering the product:
An excellent Enterprise Service Desk, but maybe too feature-rich for smaller deployments. Perfect for global enterprise organizations with a breadth of integration requirements.
The do it all Support Platform
What do you like best about the product?
The Zendesk suite has everything our team needed to launch our new support team, and continues to provide the tools we need to serve our users as best as possible. Before Zendesk, we were using different tools for phones, chat, email, ticketing, and reporting. All of this is now included in the same platform.
What do you dislike about the product?
Zendesk is a complex platform and needs extensive training to become an efficient admin. There aren't many native capabilities; many functions need to be coded in or created using triggers and automation. This is great for customizing a tailor-fit tool for your team, but it means having to set aside a lot of time getting to know the product as well as checking in regularly to maintain your support ecosystem.
What problems is the product solving and how is that benefiting you?
Zendesk allowed our support team to create support tickets for the first time. Every phone call, chat, text message, and email entering our support inbox creates a ticket that our team can filter and assign to agents accordingly. We are more organized and able to refer to specific cases very easily.
Recommendations to others considering the product:
I recommend Zendesk Support Suite if you are looking for an all-in-one solution to support your clients and internal team members.
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