Zendesk Suite
ZendeskExternal reviews
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Zendesk is a great ticketing tool.
What do you like best about the product?
The simplicity of the tool itself. It is easy to use. You can handle many ticket support at the same time. You can see the support tickets, from unanswered ones to the responses of other agents.
What do you dislike about the product?
You will see unanswered tickets, responses from other agents, and other things. It is not easy on the eyes. It makes it difficult to maneuver the tool. There should be a space for the unanswered tickets, space for the responses, space for the other messages, etc.
What problems is the product solving and how is that benefiting you?
I am solving transportation concerns and unapproved documents of our drivers.
Easy to navigate lots of integrations
What do you like best about the product?
I love the macros that can be created. Tags can be used. So many automation options.
What do you dislike about the product?
Sometimes, in play mode CS reps will "bump" into each other. Not a huge issue but it can be annoying at times if you are not double checking to make sure someone else is not logged in the same ticket.
What problems is the product solving and how is that benefiting you?
Quality issues and customer support issues. Zendesk helps make things faster.
Recommendations to others considering the product:
I highly recommend Zendesk. It has everything you need for proactive customer support.
Great CRM to use for smaller businesses
What do you like best about the product?
I liked the ability to search for tickets previously resolved and organize resolutions based on the history provided. I also like the chat features in Zendesk which allows a team to be able to handle issues with clients if phone support is not available.
What do you dislike about the product?
Not much about Zendesk we didn't like. It provided exactly what we needed and what we were looking for.
What problems is the product solving and how is that benefiting you?
We are solving issues like customer turn around time. We strive for quick responses and fast solutions to issues. The ability to integrate JIRA and Slack to Zendesk gives us the ability to share information quickly and efficiently.
Great system to manage custom support
What do you like best about the product?
Ability to manage internal and external communication
Ability to review tickets for other team members in the team
Integration with other platforms such as Harvest to monitor time spent per ticket
Ability to review tickets for other team members in the team
Integration with other platforms such as Harvest to monitor time spent per ticket
What do you dislike about the product?
Reports don't always show all data so you have to export to review
What problems is the product solving and how is that benefiting you?
We use it as internal as well as external communication with clients.
Great Tool
What do you like best about the product?
I love the functionality of the chat. I truly love how easy the platform is.
What do you dislike about the product?
I truly have no dislikes about Zendesk. It is truly a great program.
What problems is the product solving and how is that benefiting you?
I am solving customers's call and chat inquiries. It is truly beneficial to be able to organize my case and speak with the customer all within the same platform.
Recommendations to others considering the product:
Take the time to look around and enjoy the platform. It is easy to learn.
Great communication tool
What do you like best about the product?
You are able to communicate with customers without having to send long emails
What do you dislike about the product?
Nothing to be honest, it is a great platform i used for livechat purposes
What problems is the product solving and how is that benefiting you?
Able to communicate with customers using Livechat
Recommendations to others considering the product:
A way to go while dealing with customers
Quick Replies
What do you like best about the product?
I like how I'm able to view and organize emails from multiple different people in one spot. I love the Play button. It allows me to easily respond to my emails in a timely manner without manually going back into my inbox to see what's new.
What do you dislike about the product?
I don't like how you have to submit yourself as the assigned rep manually. I wish it was automatic when you claim their first email thread.
What problems is the product solving and how is that benefiting you?
Not missing any emails, replying in a timely manner, making sure that everyone gets a response. My biggest benefit is the Play button, and being able to mass edit multiple tickets at once.
Great chatbot solution and cooperation
What do you like best about the product?
I have worked with Ultimate.ai since 2017 when we set-up our first chatbot. One of the criteria behind our choice was that the chatbot was able to support multiple languages especially Finnish. It was all new to us, but we received good instructions and support from Ultimate throughout the pilot. There was no need for a heavy implementation project.
Creating and fine-tuning content for the chatbot went well and the chatbot pilot met our expectations though the timeline was tight. Even though Ultimate.ai was a new vendor for me, I felt confident that they would do their part. Their team was very agile and focused on the key tasks at hand. Cooperation was smooth and we received replies promptly.
Creating and fine-tuning content for the chatbot went well and the chatbot pilot met our expectations though the timeline was tight. Even though Ultimate.ai was a new vendor for me, I felt confident that they would do their part. Their team was very agile and focused on the key tasks at hand. Cooperation was smooth and we received replies promptly.
What do you dislike about the product?
I have been happy with the cooperation with Ultimate.ai and the platform. Some reporting and analytics functionalities could maybe still be fine-tuned.
What problems is the product solving and how is that benefiting you?
We could still internally better utilize the analytics functionalities to fine-tune our chatbot content. We could also boost the use of predefined answer suggestions for customer service agents during chat conversations.
Chatbot enables us to assist our customers outside the opening hours of our customer service. We can also tackle simple and repetitive customer questions using the chatbot and focus our customer service resources to more complex cases.
Chatbot enables us to assist our customers outside the opening hours of our customer service. We can also tackle simple and repetitive customer questions using the chatbot and focus our customer service resources to more complex cases.
Easy to use and great support from Ultimate AI
What do you like best about the product?
We created our Chatbot together with Dennis Karell and he is the best for sure, always happy and professional and providing us the support we need.
The chatbot is easy to built, it's not rocket science.
The chatbot is easy to built, it's not rocket science.
What do you dislike about the product?
Maybe that you need two different answers depending on the opening hours, it would be "nice to have" if you can build in the same dialog but just change settings in the dialog which answer it will give during "this" time.
What problems is the product solving and how is that benefiting you?
Our chatbot helps us answer our most common questions and gives our customers an easy and fast way to get help.
Works perfectly in our Zendesk ecosystem
What do you like best about the product?
We use Zendesk for our customer support and needed an automation / chatbot tool that could resolve our repetitive tickets. ultimate.ai was really easy to set up in Zendesk and works with a lot of our Zendesk functionalities like tagging and analytics. We added Zendesk Chat as a new channel and use the ultimate.ai chatbot as our first level support. We’re happy with the results and are planning to expand automation to our Zendesk Support for the email tickets coming from our webform.
What do you dislike about the product?
Nothing really! So far everything has been smooth working with ultimate.ai. They are extremely supportive if we have any questions and help share tips on how to increase our deflection and make our conversational experiences better.
What problems is the product solving and how is that benefiting you?
Our chatbot automates almost 40% of all of our Zendesk Chats. It also automatically tags our chats and collects case information which makes managing our support a lot easier. We’re super happy with the product and looking forward to adding email.
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