Zendesk Suite
ZendeskExternal reviews
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Very good thus far
What do you like best about the product?
The general system is clear and easy to understand
What do you dislike about the product?
There could be more customisability for support
What problems is the product solving and how is that benefiting you?
It is enabling our company to provide smooth and easy customer support
Working with Ultimate (solution & team) is a pleasure
What do you like best about the product?
They understand our needs and help us achieve our goals in a quick and efficient manner. They are an extension and an enhancement to our team.
What do you dislike about the product?
There is nothing to share at the moment. :)
What problems is the product solving and how is that benefiting you?
We are taking customer service to the next level by helping design chatbot conversations in a way that would increase self-service and thereby hopefully also increase customer experience.
An Amazing CRM Tool compacting dozens of features all in one place
What do you like best about the product?
How easy it is to organize and manage incoming tickets from all channels and the ability to set intelligent triggers that will quickly identify the type of ticket, whether its an issue , quire ...etc
What do you dislike about the product?
The fact is that when an update hits, they sometimes change the way how a particular function gets executed, so we need to get used to the new method.
What problems is the product solving and how is that benefiting you?
Organization, before zendesk, we used to rely on multiple apps to meet our demands like a dedicated ticketing system and a dedicated live chat system, but with zendesk you get all of that and more in one place
Zendesk is OK, not very flexible
What do you like best about the product?
Zendesk has a Clean UI and good documentation website
What do you dislike about the product?
Zendesk is not that flexible, its support team does not always give you the correct answer.
What problems is the product solving and how is that benefiting you?
We use the Zendesk ticketing system
MARY STEW ZENDESK REVIEW
What do you like best about the product?
Easy viewing system to assign tickets and alter system when tickets need to be completed. I also love that you can customize the view to make it more specific to your viewing needs in order to solve tickets faster.
What do you dislike about the product?
I wish it was a bit easier to catagorize the types of tickets and have them auto-populate to certain assignees based off of who is requesting them and /or the content!
What problems is the product solving and how is that benefiting you?
It is solving the problem we had previously where all of our consultants (we are a staffing firm) wereusing our personal inboxes for correspondance. This has allieviated that lift.
Simple to use support system and access to custom analytics reports
What do you like best about the product?
Triggers and automations make it simpler to streamline the support process. Analytics assists with a more focused approach to the support we provide.
What do you dislike about the product?
It is not possible to see all views at once - if you have a team with many agents, it becomes difficult to keep track of where everyone is with a single glance. --- This has been resolved and it makes it much simpler to see an overview of all queues. Well done!
What problems is the product solving and how is that benefiting you?
By being able to create custom reports and dashboard, I am able to take a better general approach to the individual, the team, and the product we support. Being able to schedule these for delivery, helps me manage my time.
One of the best ticketing system
What do you like best about the product?
- Easy to configure and implement
- Easy to Administrate
- Easy to use as an Agent
- Easy to Administrate
- Easy to use as an Agent
What do you dislike about the product?
Several basic functionalities are missing, and we have to use third-party extensions or applications to achieve our goals.
What problems is the product solving and how is that benefiting you?
- Manage better the incoming requests
- Define and Work with SLAs
- Define and Work with SLAs
Very helpful
What do you like best about the product?
Its personable and very helpful. I never felt like I was talking to a bot. Kimberleen was super nice!
What do you dislike about the product?
It took a bit too long to get a response every time I gave an update. I know things take a while to handle, as I also do consumer care, but the issue could've been checked on their end and fixed within around 10 minutes. There was a whole week where my team were missing out on extra productivity due to my issue.
What problems is the product solving and how is that benefiting you?
I had an issue where I couldn't see consumer chats or interact with them. This issue held back my team's performance and productivity as we had less personnel to answer the incoming chats.
Overall solid Platform.
What do you like best about the product?
It worked great from a ticketing environment and was really helpful as we were a growing CX team.
What do you dislike about the product?
Not as Omni channel with every contact being a separate ticket for the team to handle. We had to have a lot of 3rd party apps and integration to take care of some things.
What problems is the product solving and how is that benefiting you?
Taking care of our cutomers when they reach out to our brand.
Great product with amazing support
What do you like best about the product?
Agent Workspace is great along with the ability to have multiple integrations with different external partners such as shopify. This combination allows us to continuously improve our support offering.
What do you dislike about the product?
We're currently having issues getting agent workspace setup with two of our domains and it has really slowed us down. It's also taking up quite a bit of my time which could be better utilised somewhere else.
What problems is the product solving and how is that benefiting you?
Accesibility to support. Suite really has helped us provide support quickly and reliably.
Agent workspace has also helped, in my opinion, how productive we are as a team.
Agent workspace has also helped, in my opinion, how productive we are as a team.
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