Zendesk Suite
ZendeskExternal reviews
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Open for Vintage Review
What do you like best about the product?
Integration between chat and general ticket mailbox
What do you dislike about the product?
Interface not as user friendly as other similar products I've used
What problems is the product solving and how is that benefiting you?
We have outsourced customer service. They use Zendesk and we have full visibility over tickets and customer issues
Innovative and intuitive chat-bot solution with a kick-ass customer success Team!
What do you like best about the product?
The whole journey has been a very smooth experience. The team at Ultimate.ai really want us to be succesfull. Their onboarding process is beyond what I had imagined it to be, from kick-off until roll-out. And even after the bot went live, their customer success team is there for us all the time, whenever there is an issue it gets solved right away. Awesome company!
What do you dislike about the product?
Currently, the only limitation we are experiencing is not on the side of Ultimate.ai but our CRM solution, which misses solving granular issues. But those will hopefully be handled in time.
What problems is the product solving and how is that benefiting you?
Ultimate.ai enables us to grant 24/7 support. Our support team is now able to concentrate on more complex topics. The biggest benefit is scalability. The bot instantly took 39% of all requests from the shoulders of our agents. That's the benefit of first-class onboarding.
Easy to use and great customer service
What do you like best about the product?
Feature rich, fast and intuitive. Low to no code needed
What do you dislike about the product?
Sometimes it's difficult to reach the correct team as with almost any other support company
What problems is the product solving and how is that benefiting you?
When utilizied properly you can create a great customer experience with low-no code
New to Zendesk Help Desk
What do you like best about the product?
We are new to Zendesk and are just starting to use it to create Help Desk content. So far the service Zendesk has provided us has been very useful and we are off to a good start. They were patient throughout process so far.
What do you dislike about the product?
We are new to Zendesk but so far we haven't found anything we dislike.
What problems is the product solving and how is that benefiting you?
We needed help desk content and an easy way to create it. Zendesk was our best solution. We hope our users will benefit greatly from this content and we hope it will be easy to find help.
Cannot imagine our IT department without Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is user-friendly on both ends: agent and customer. And their support agents are quick and resourceful via chat.
What do you dislike about the product?
Not much to dislike, really, nothing but great things so far
What problems is the product solving and how is that benefiting you?
Our customers and our IT department are now on the same page. We both know the status of their tickets and can connect via email, portal, chat, or phone.
Great product & support
What do you like best about the product?
The assistance we have received from the beginning, and the ongoing support.
What do you dislike about the product?
I really don't have any dislikes, they have always provided the support that we have expected, and helped with all requests and suggested updates that we throw at them.
What problems is the product solving and how is that benefiting you?
We are deflecting customer service traffic away from our agents and moving into a more automated, self-service product.
Recommendations to others considering the product:
Great company to work with. As well as a good product, the support along the way has been highly useful.
Always getting the help I need
What do you like best about the product?
Support is friendly, and I get good answers to my problems. I've had some issues I couldn't find solutions to on my own, and Zendesk support has always helped.
What do you dislike about the product?
Earlier, the logging-in process felt a bit complicated; however, I think they've changed a bit now, and it's easier.
What problems is the product solving and how is that benefiting you?
We had an SPF/DNS fix, and I got a lot of help with that. We hadn't done that previously and noticed our answers aren't sending to customers as they should. The fix helped.
Great follow-through, support handled my needs
What do you like best about the product?
The agent was able to follow up with my original inquiry and explained that the engineers had resolved the problem, even though it was a very niche and specific issue.
This problem was something that was preventing our team from enabling certain features included with agent workspace, which we can now actively view with no problem.
Live chat was really helpful and were able to gather the required screenshots needed to get the issue resolved.
This problem was something that was preventing our team from enabling certain features included with agent workspace, which we can now actively view with no problem.
Live chat was really helpful and were able to gather the required screenshots needed to get the issue resolved.
What do you dislike about the product?
The time it took for this resolution to occur, my ticket was opened on March 23rd and a resolution was provided today, April 27th.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite for all of our incoming tickets, phone calls, and chats.
We've realized a lot of customers try to reach out to us outside of business hours.
Using flowbuilder and messaging will allow us to take the next step in our support service and serve customers 24 hours a day (hopefully).
We've realized a lot of customers try to reach out to us outside of business hours.
Using flowbuilder and messaging will allow us to take the next step in our support service and serve customers 24 hours a day (hopefully).
Love Zendesk!
What do you like best about the product?
We love how easy and fast the user interface is. We have been on many, many (too many) other platforms and have continued to come back to Zendesk because of the ease of use and the speed. It is so fast to work tickets. The app marketplace is pretty awesome as well.
What do you dislike about the product?
It's expensive, but other than that I don't really have any dislikes so far.
What problems is the product solving and how is that benefiting you?
Our team hated our other ticketing platforms, a lot! They were slow, overly complicated and quite simply just a big pain in the butt. Zendesk gives us the flexibility to work from the mobile app (which is actually good), integrate our support phones and chat and as soon as you answer a call, the ticket is right there ready for you to start putting in notes, and it attaches the call recording to it automatically. It's magic.
Robust, highly functional, but still easy to use
What do you like best about the product?
I've been using Zendesk for the last couple of jobs that I have worked at and I have been pleasantly surprised with the general ease of the system. I don't have to fight with anything to get my work done, I just have access to what I need and can focus on supporting my customers without fussing with a bunch of random settings or workflow rules that make life difficult.
What do you dislike about the product?
Lack of general exportability without api
What problems is the product solving and how is that benefiting you?
Solving the problem of collaboration between our support team, other teams within our company, and the customer. Adding our Customer Success and engineering teams as light agents has really been a boon to give them insight into the issues that our customers raise.
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