Zendesk Suite
ZendeskExternal reviews
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Great AI with excellent customer service
What do you like best about the product?
Ultimate.ai has very user friendly dashboard; it's easy to learn how to use it and functions are very user friendly. Customer service is excellent; if you have a problem, ultimate.ai takes it seriously and reacts very fast.
What do you dislike about the product?
There is not a lot to dislike. Our company has many bots with shared data and there's this feature, that you can't move data from intent to another unless those intents are shared with same bots. This is in our use a bit impractical. Otherwise the product is great.
What problems is the product solving and how is that benefiting you?
Ultimate.ai helps our customer service agents by answering customers simple routine questions and so far doing very good job with that.
Great AI
What do you like best about the product?
An excellent AI that's really easy to use. The dashboard makes adding new data effortless and it has a lot of useful features.
What do you dislike about the product?
Not a lot. There is the occasional bug or slightly cumbersome feature, but on the whole it's a great product.
What problems is the product solving and how is that benefiting you?
It helps ease the workload that's placed on the customer service.
Seamless Integration
What do you like best about the product?
What I like most about Zendesk is that it makes it easier for customers to get the help they need, but it also makes it easier for the company to help them. The platform is great at compiling customer questions, and having one continent place to view everything.
What do you dislike about the product?
My only dislike is that to my knowledge Instagram is not covered in the support suite (or at least was not last time I checked), but no major dislikes!
What problems is the product solving and how is that benefiting you?
With Zendesk my company tried to streamline or customer support. Before, we would answer a customer's question on multiple platforms and it became very repetitive. This has allowed us to make these FAQs more accessible, and has freed up our time to help customers with more unique issues.
zendesk is getting better
What do you like best about the product?
great interface! its easy to use and good calling/ emailing features. i have the ability to have multiple inboxes at once. good customer service and i can customize the tools to what best fits needs of the business. communication/tasks/ data access is great!
What do you dislike about the product?
does not easily integrate with some apps/software. it can get a bit pricey. its freezes quite a bit. i don't really like how a ticket can be reopens with a response to a ticket. it can be a bit irritating when there's other tickets that need to be worked on .
What problems is the product solving and how is that benefiting you?
we use it for submitting tickets to IT. it provides more options that i have seen with other software when submitting a ticket.
Recommendations to others considering the product:
i would recommend to play around and explore with it a bit. provide general details on the simpler things if agents are new to the program.
An excellent tool for business
What do you like best about the product?
The convenience of having it right on my computer and not having the hassle of a phone on my desk. As well as the integration into our ticketing system.
What do you dislike about the product?
Every once in a while, the call quality is not the best. But it’s definitely not often.
What problems is the product solving and how is that benefiting you?
The integration into our ticketing system with Zendesk is definitely the biggest benefit. there’s no need to open a ticket or try to scramble to get a ticket open to get down the information that someone is saying to you. The ticket opens as soon as you take the call and you’re ready to start typing all of your important information immediately.
Zendesk Review
What do you like best about the product?
The fact that emails can be assigned to users, which allows for the best responses.
What do you dislike about the product?
The fact that the tickets have to be closed before they can be purged from the system. Also that this has to be done for individual tickets.
What problems is the product solving and how is that benefiting you?
We are able to have somewhat of a real time interaction with our customer and each ticket can easily be traced with different criteria. We are able to manage and track the the performance of our agents.
Recommendations to others considering the product:
A system whereby all email sent by a customer our your staff can be filed using a ticketing system. Tickets can be reviewed and automatically purged by the system once they have been solved.
Zendesk is a great way for our support and sales team to keep on track with our customers
What do you like best about the product?
Super simple to use and great for our teams to be able to be on the same page with our customers
What do you dislike about the product?
Honestly I like it and can't think of anything I truly dislike
What problems is the product solving and how is that benefiting you?
we can all know in real time what is happening when someone opens a ticket
Recommendations to others considering the product:
Big fan of Zendesk
Keeps all our client issues in one place for all to see
Ease of use is A+
Keeps all our client issues in one place for all to see
Ease of use is A+
Great tool for support team
What do you like best about the product?
Easy workflows, very intuitive for the support agent to interact with the customer. Integration with Slack allows our team to be notified in real-time about new support topics.
What do you dislike about the product?
Reporting (e.g. on SLA performance) is limited and clunky.
What problems is the product solving and how is that benefiting you?
Zendesk allows our support team to easily interact with customers and resolve their problems quickly. Looping in second line support or additional customer stakeholders is very easy. At all times, we have a good view on open support items.
Great, simplified ticketing system
What do you like best about the product?
The simplicity with which you can see and manage tickets, and the complexity and search power and capabilities. You are able to track each of the issues, or sort depending on various different fields that you may use and require. The macro utility is really useful, it is really versatile and a tool that can and usually does have a great impact at the moment of ticket field completion (really helpful for sorting the tickets) and reduces the time required for filling the information a whole lot. The dashboards and tracking is also great and has many, varied and flexible sorting, cataloging and searching options. Overall a useful and amazing tool
What do you dislike about the product?
At times the search system is not as intuitive. Though it is really powerful and complex it can be a bit hard to pick up at first. Training (at least from our perspective) was not as really accessible and at times it felt like it was up to the user to research and learn how to use some of the features.
What problems is the product solving and how is that benefiting you?
It has been great for ticket tracking and metrics. The time reduction from the macro tool was really helpful to reduce ticket attending times and helps reduce human errors by making sure that the fields are consistently and constantly filled up correctly (provided that the correct macro was used in order to fill the information).
Recommendations to others considering the product:
It's a great tool that will greatly improve your workflows and metrics reading
Practical and modern.
What do you like best about the product?
We have obtained the best experiences with Zendesk, it has adapted to our requirements in an incredible way and its platform offers its services and support in more than 30 languages its customer service in general terms is very efficient and responsive, its user interface is modern and customizable and intuitive.
What do you dislike about the product?
It is necessary that Zendesk develop a mobile application for Android and iOS to optimize its functionality as a platform and increase its accessibility to companies on some occasions the information of the resolved tickets is hidden and I personally consider that this should not happen.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to simplify all those daily activities that usually tend to be quite complex and require a large investment of time and space, this is an application that allows us to automate the processes and perform the fulfillment of each phase that complements them in order to obtain positive results and turn the working day into a totally pleasant and simple management, it benefits us a lot that instead of sending us annoying emails that can be quite tedious and take time away, this application replaces them with the option of notifications, which solves us the day from beginning to end.
Recommendations to others considering the product:
It is recommended for those medium-sized companies that need a solution that speeds up all those processes that require time and dedication, optimizes and simplifies them, so it becomes a tool capable of improving the entire management of the company from beginning to end, as long as Develop within the same context.
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