Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Great Support team. Very helpful, polite, and quick to respond
What do you like best about the product?
The support team was very polite and helpful. Rusty was my support agent. He was helping me solve an issue that was not necessarily a Zendesk issue. At first we worked through the basic troubleshooting, and when that did not work, he continued to provide me with other instructions. He stuck with me the whole time (about an hour or two). Once we figured out that the problem was the phone of the agent on our team, he worked me through a few things I could do to make the phone possibly work. He was very helpful and responded quickly, and was patient when I needed time for a response.
What do you dislike about the product?
I do not like how customer support agents cannot see your past conversations with other support agents. This would be helful because you would not have to re-explain your situation. Also, I wish the bots would transfer you to a real assistant instead of referring to articles that may "match" with your question. I asked the bot for a human assistant and it was unable to connect me with one.
What problems is the product solving and how is that benefiting you?
It is our entire ticket system for our company. It is vital to our company, as it is crutial to our support team and our members. Members create tickets and our Health assistants are able communicate with our members in a very secure and private way.
Best customer support site
What do you like best about the product?
Easy to use. Great interface. And the support team is amazing in case you get stuck.
What do you dislike about the product?
There are some features that are not available for the lower-tier subscriptions. But that's expected, so it's not a complaint.
What problems is the product solving and how is that benefiting you?
I'm using it to support my trainees. I've realized these benefits:
- We support all trainees together with my customer support agents
- We're able to get all tickets and respond to them. If we were to use free email providers, a lot would be missed.
- Macros makes it easy to respond to frequently asked questions
- The automation features are amazing!
- We support all trainees together with my customer support agents
- We're able to get all tickets and respond to them. If we were to use free email providers, a lot would be missed.
- Macros makes it easy to respond to frequently asked questions
- The automation features are amazing!
ultimate.ai
What do you like best about the product?
Support, whenever there is an issue they try to find solution
What do you dislike about the product?
nothing comes to my mind, might be a little bit overwhelming for new users
What problems is the product solving and how is that benefiting you?
Adjustments to bot that is handling customers. I can see that its deflecting some customers with automated data providing.
Recommendations to others considering the product:
If you need simple way to build a bot, this is way to go to.
Agent answered complex multi-part questions and provided references. Well done.
What do you like best about the product?
The references that I could look up on my own afterward.
What do you dislike about the product?
Nothing really, the agent handled her business.
What problems is the product solving and how is that benefiting you?
Not knowing the default automations and triggers. It has been a reliable platform; I need a class or some kind to get the most out of it.
Recommendations to others considering the product:
Onboarding Call.
Rough going at first but then found the amazing chat support feature.
What do you like best about the product?
Chat support staff is amazing. They knew their stuff much more than I had experienced in other SaaS offerings.
What do you dislike about the product?
Would like the option to talk to a person.
What problems is the product solving and how is that benefiting you?
We needed a ticket system that would be easy to implement and integrate into our work flows. Enter Zendesk.
Great omni-channel experience!
What do you like best about the product?
Love the ease and the ability to add other apps that are specific to our use-case.
What do you dislike about the product?
There are so many different tiers to Suite licensing that it's incredibly confusing what is and what isn't available to us. I would prefer to see what I have access to and what I don't.
What problems is the product solving and how is that benefiting you?
We are communicating with customers through voice, chat, and email. Suite allows us to combine all of this in a way that makes sense and reduces the work agents have to do.
Very helpful!
What do you like best about the product?
Support Suite is intuitive and easy to use!
What do you dislike about the product?
There are no do dislikes or downsides to Support Suite I can think of.
What problems is the product solving and how is that benefiting you?
I am able to solve many reporting issues I have
Zendesk Support Suite - omnichanell
What do you like best about the product?
All communication with the client and internal communication regarding a given case is available in one common place.
We are able to quickly check all relevant customer data in one place.
Open api - gives you the opportunity to create your own integrations
over 1000+ ready integrations with other systems
We are able to quickly check all relevant customer data in one place.
Open api - gives you the opportunity to create your own integrations
over 1000+ ready integrations with other systems
What do you dislike about the product?
It is not possible to create documents directly in the Zendesk system - it is possible only with the use of an additional applicati
What problems is the product solving and how is that benefiting you?
Ongoing customer service, after-sales, accounting and complaints.
Support is available through all available channels.
Benefits:
-no need to switch between communication channels
- you do not need to switch between programs if I want to read the customer's story with our company
- reduced FRT
- every access to the full history of contact with the client
- extensive reporting that gives you almost endless possibilities
- seamless integration with our internal solutions
Support is available through all available channels.
Benefits:
-no need to switch between communication channels
- you do not need to switch between programs if I want to read the customer's story with our company
- reduced FRT
- every access to the full history of contact with the client
- extensive reporting that gives you almost endless possibilities
- seamless integration with our internal solutions
Zendesk Review
What do you like best about the product?
Excellent customer support and responsiveness
What do you dislike about the product?
Too many options in explore, difficult to grasp
What problems is the product solving and how is that benefiting you?
Triggers and automations.
Great, quick service!
What do you like best about the product?
How easy it was to communicate my problem
What do you dislike about the product?
There are too many steps to take when resolving an issue.
What problems is the product solving and how is that benefiting you?
I figured out why an employee was not receiving calls.
Recommendations to others considering the product:
Less in-depth questions.
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