Zendesk Suite
ZendeskExternal reviews
6,503 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great product and service
What do you like best about the product?
The solution has been great for our business so far and helped us improve on a number of important metrics. In terms of service, the team at Ultimate are incredibly friendly, professional and knowledgeable and are always on hand to help.
What do you dislike about the product?
There is a bit of a steep learning curve when initially beginning to use the product, but it is quickly gotten over with their support and guidance.
What problems is the product solving and how is that benefiting you?
We are able to triage inbound customer contacts, gathering important information and trying to resolve without the help of a human agent. This has had a really positive impact on team capacity and first response time.
Zendesk lives up to its value and is an all encompassing software for all your CS needs
What do you like best about the product?
I like the ability to make multiple customizations to the product based on my team's needs and our company's evolving practices.
What do you dislike about the product?
I do wish the reporting was more user-friendly. Such as being able to download and analyze macro usage.
What problems is the product solving and how is that benefiting you?
We are solving the problem of SLAA time and customer satisfaction. With ZenDesk we are able to track satisfaction through surveys and we are also able to stay ahead of trends with the ability to tag tickets.
Recommendations to others considering the product:
If you need to contact support, make sure to try and find user-forums first as you may find some great information there.
Application specialist
What do you like best about the product?
Simplest, the user interface that it's easy to use and user friendly with reporting tools etc. You do not need to be an expert or have years of experience with chatbot when you use it first time as tool, it's very intuitive.
What do you dislike about the product?
The logic to create intent and with its different ways to ask questions (expression) with one answer. This should be handled with more "AI" like, such as, identify the variation of the words or sentences.
Now we just need to manually submit/input all different ways to express the possibility of how user may ask questions and based on that how bot can handled them.
Now we just need to manually submit/input all different ways to express the possibility of how user may ask questions and based on that how bot can handled them.
What problems is the product solving and how is that benefiting you?
When installing the bot to the chat platform and its performance due the fact it's not only ultimate.ai problem as there are many variable factors.
Recommendations to others considering the product:
Easy to setup and use. Additionally, ultimate.ai most likely meet the most of the requirements of the users/use cases.
Thorough ticket tracking
What do you like best about the product?
Zendesk is enough of an industry-leader that it's easy to find information about how to use it. The ticket tracking/management tools are fairly comprehensive. The functionality is very comparable to its competitors; all your normal ticketing needs are covered.
What do you dislike about the product?
Limited integrations; while Zendesk's official functionality is substantial, the limitations on integrating anything else can be limiting in functionality. If Zendesk will be your primary client contact point, this may be less of an issue, but if you're trying to use Zendesk in conjunction with other CRM tools, be sure to check for integration options.
What problems is the product solving and how is that benefiting you?
Customer support management; Zendesk, as with any ticketing platform, allows a single contact point for the client to access any support resources needed. It was a great tool for us to use to streamline client support.
It is one of the best helpdek software!
What do you like best about the product?
I personally like their which can be integrated with any system
What do you dislike about the product?
Some limitations about the chat integration
What problems is the product solving and how is that benefiting you?
Solved Queue & ticket problems.
Recommendations to others considering the product:
Try it! It worths your attention!
Making customer service easy
What do you like best about the product?
Zendesk is a perfect customer service solution that keeps everything in once place. The Zendesk platform allows for us to answer customer service tickets directly within the platform, see the status of the ticket, and send feedback surveys automatically. The internal notes feature helps us stay organized and it easily connects with Salesforce.
What do you dislike about the product?
The Zendesk platform is very user friendly and easy to use. It connects with Salesforce which is great for us. Having to jump out to another platform is not ideal, but overall is it a great tool!
What problems is the product solving and how is that benefiting you?
This is key for clients to send in help desk request tickets and easily assess the response with an automated feedback survey. We have also been able to provide live chat services to our client base using Zendesk.
Improves efficiency and organization
What do you like best about the product?
The fact you can have tabs on each ticket issue is incredible for efficiency, and I also really appreciate that you can see who is currently viewing the tickets you are looking at. The user interface is also incredibly easy to use and I was able to get started pretty fast.
What do you dislike about the product?
Perhaps the left bar in each ticket case has a lot of information that is not clearly explained. There are certain fields that are mandatory and I always struggle finding the correct options and ensuring those fields are filled up. Perhaps an alternative would be to have all required fields at the top and make the 'About' field a little bit clearer that it's referring to the topic of the ticket.
Another problem I had was with finding all the tickets I have worked on, the process is a bit confusing and not very straightforward.
Another problem I had was with finding all the tickets I have worked on, the process is a bit confusing and not very straightforward.
What problems is the product solving and how is that benefiting you?
I am currently using the Zendesk Support suite for assisting other departments with questions and issues they might have. I have found that it's incredibly useful for better communicating back and forward between teams and keeping track of the tickets.
Thank you zendesk for making everything easier
What do you like best about the product?
its reasonable,Unlimited chats, triggers & departments we can do Conversion Tracking,Multiple help centers,Call recording & voicemail transcription,i can do Callback from queue Call monitoring & barging....Agent recording controls
Real-time queue levels Real-time dashboards Agent activity dashboards Agent availability controls Tickets for abandoned calls,and is well-priced for both small and large businesses. such as which unit submits the most tickets, how long tickets take to resolve, and what the peak times are during the day.”Zen desk has really changed our entire approach to managing customer support.This equips a support team with context—about who a customer is, where they’re coming from, and what they’ve reached out about in the past—regardless of channel.
Real-time queue levels Real-time dashboards Agent activity dashboards Agent availability controls Tickets for abandoned calls,and is well-priced for both small and large businesses. such as which unit submits the most tickets, how long tickets take to resolve, and what the peak times are during the day.”Zen desk has really changed our entire approach to managing customer support.This equips a support team with context—about who a customer is, where they’re coming from, and what they’ve reached out about in the past—regardless of channel.
What do you dislike about the product?
I HAVE NO ISSUES WITH ZEN DESK AT THIS MOMENT,OUR TEAM IS GROWING AND ZEN DESK IS LIKE A BIG HELP IN THIS.People report strange behaviors in software some times we have like some pods getting missed calls but it is fixed quickly,also manually searching for comments thats one thing i think that can be improved Another thing that bugs me is the inability to edit comments that have already been posted. Zen desk supports markdown, which is good; it helps you organize information a lot more than just plain text inability to edit a closed ticket. i miss tablet mode, if we want to use landscape mode we have to go to the actual website
What problems is the product solving and how is that benefiting you?
REPORTING ISSUES IN REAL TIME.Give your agents the context they need to handle every call.building meaningful relationships and closing deals faster.Instead of spending time on manual tasks, your reps can automate lead outreach to find and engage with more qualified prospects,
Recommendations to others considering the product:
if you are starting from nothing and want to reach a part in lif where customer satisfaction is what you need choose zendesk
Outstanding Product
What do you like best about the product?
Zendesk support suite offers an all in one, from chat, phone, email all in one place. The fact that you can turn on and off the phone portion and the chat portion is extremely helpful when you have agents on lunch or break.
What do you dislike about the product?
We have not found anything to dislike at this time.
What problems is the product solving and how is that benefiting you?
We use Zendesk to communicate with our non-profit organizations as a help desk all support tickets are routed to our Zendesk where our agents handle the email tickets coming in. Each ticket is automatically numbered and when solved it saves in the system for later retrieval
Recommendations to others considering the product:
I would highly recommend if you want an all in one platform for email, chat, phone, you can also create macros for responses saving typing time. It is very easy to learn and new employees can pick it up quickly. Our technical support department uses this daily.
Great for customer support and internal communication
What do you like best about the product?
I like the ability users have to follow certain tickets and communicate with team members internally.
What do you dislike about the product?
Sometimes it's easy to lose your place if you click around too much because Zendesk will open up new tabs with each click.
What problems is the product solving and how is that benefiting you?
Ease of communicating with team members to resolve complex customer problems
Recommendations to others considering the product:
Take the time to go through initial training when you get started. It's really helpful and will minimize frustrations in the future.
showing 1,971 - 1,980