Zendesk Suite
ZendeskExternal reviews
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Best ticketing system, robust and flexible
What do you like best about the product?
The ability to customize the system through the triggers and automation, as well as the ability to integrate to our profuction and other systems through the ZD app.
What do you dislike about the product?
The Help Center search is not really working, very hard to find relevant content and often search result are off.
What problems is the product solving and how is that benefiting you?
ZD support suite allows us to manage all our operational communication with our customers while having a visibility into the level of service we provide to our customers. The system is flexible to support our evolving processess through a configuration our support team is managing with no need for integrators.
Changing Admin after Death
What do you like best about the product?
We had to contact Zendesk Support following the death of our current Admin and Director.
We raised a ticket online and were able to deal with Tony Yoo from the Support Team, who was very efficient, and managed to change the account setting for us.
We raised a ticket online and were able to deal with Tony Yoo from the Support Team, who was very efficient, and managed to change the account setting for us.
What do you dislike about the product?
Nothing as yet.
But Shout Out to Tony Yoo for the help and support received.
But Shout Out to Tony Yoo for the help and support received.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a support tool for our clients to contact us about any queries they have.
We find it works better using Zendesk rather than give out individual emails, as all tickets are answered by any of our team, and nothing gets lost when colleagues are off work.
We find it works better using Zendesk rather than give out individual emails, as all tickets are answered by any of our team, and nothing gets lost when colleagues are off work.
Recommendations to others considering the product:
If you are looking for a means where your customers can contact your organisation, without emailing individual staff, then Zendesk helps provide 24/7 service.
Ultimate.ai review
What do you like best about the product?
Colloborating with Ultimate.ai has been smooth and easy.
Every challenge or question we have got a solution quickly.
Ultimate.ai- team is active, cooperative and easily approachable.
Deployment and training is simple and straightforward.
We're happy with our choice!
Every challenge or question we have got a solution quickly.
Ultimate.ai- team is active, cooperative and easily approachable.
Deployment and training is simple and straightforward.
We're happy with our choice!
What do you dislike about the product?
Some system occasional disturbances that have, however, been fixed.
What problems is the product solving and how is that benefiting you?
With this solution we can solve similar, recurring questions that come to our customer service.
With bot the efficiency of our work increased.
With bot the efficiency of our work increased.
Customer Experience using Zendesk
What do you like best about the product?
Zendesk Support Suite was able to resolve an issue
What do you dislike about the product?
None so far, but will evaluate further in due time
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is assisting with understanding new functionalities and gathering feedback for improvement
Recommendations to others considering the product:
It is a great platform for seeking business solutions
Zscaler Support Was 5 great
What do you like best about the product?
The engineer challenged our issue with the right questions and provided the logs we needed.
What do you dislike about the product?
Nothing that I can recall now. All was according to the best practices
What problems is the product solving and how is that benefiting you?
Interfacing with our customers on different channels, in a simple way
Zendesk non-stop support for customer-reported issues
What do you like best about the product?
I like how Zendesk uses its support ecosystem to support its external customers. I've had multiple issues now with Zendesk support and the approaches provided by the support engineers are varied and creative. I've had remote sessions where they quickly turned very technical and told me exactly why something wasn't working, and I've had other issues where it took a few patch cycles for them to resolve the issue. They do provide constant, meaningful updates that are appreciated.
I do like the well-documented API architecture and detailed examples of how to utilize the APIs with various high-level programming languages. It's flexible, powerful and saves considerable time for our support team.
I do like the well-documented API architecture and detailed examples of how to utilize the APIs with various high-level programming languages. It's flexible, powerful and saves considerable time for our support team.
What do you dislike about the product?
One of the problems I identified took several months to resolve, which was mind-boggling. We recently started using Zendesk Talk for supporting our customers and my understanding is that it uses Twilio to validate phone number formats in the international E.164 standard. This seems straightforward yet I encountered a problem entering a phone number for a customer that Twilio itself confirmed was correct and yet Zendesk continually stated it was not formatted correctly when I attempted to enter the number against the user. Initially, the support team told me to simply disable E.164 format checking so that I could store the number against the user but that wasn't a viable solution for us given that we use Zendesk Talk. Ultimately the Zendesk support team came through over two months later but it is unclear how this problem was not caught earlier by the development and test teams.
What problems is the product solving and how is that benefiting you?
The robust API framework allows me to develop creative automation solutions to better service our customers, allowing us to focus our time on the most important thing - interacting with our customers.
Recommendations to others considering the product:
Take the time and effort to learn the tool. There are great documents out there to utilize.
Zendesk Review
What do you like best about the product?
Usually, a response is very quick and the team is helpful and knowledgable. So far there has only been one issue that has not been solved.
What do you dislike about the product?
I sometimes find it hard to communicate with Zendesk's help, it is through messaging and it could take a day for them to respond to a question they ask you.
What problems is the product solving and how is that benefiting you?
Currently Zendesk Slack app stopped working, still waiting for a fix. Also, had missing data and was provided with links to explain features.
Recommendations to others considering the product:
Provide them with as much information as possible and constantly check back in so they do not forget you if you are waiting on results.
Zendesk, the must-have tool for customer support
What do you like best about the product?
The most helpful about Zendesk Support Suite is its intuitive interface, it is simple, easy to see and use, and easy to configure. The best tools that Zendesk Support Suite offers are Triggers and Automations, which can be configured to make sure you never leave a ticket unattended. Also, the personalizable metrics will help you analyze performance and make improvements.
What do you dislike about the product?
Zendesk Support Suite is sometimes slow and a page reload is needed to double-check any changes done when editing tickets or settings are correctly saved.
Zendesk Support Suite offers an extensive support database but can be a bit difficult to get to talk to an agent about an uncovered issue in their database.
Zendesk Support Suite offers an extensive support database but can be a bit difficult to get to talk to an agent about an uncovered issue in their database.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite has helped us improve our performance by using Triggers and Automations, as well as reminders to never leave a ticket unattended. A 'pending' ticket opens in time for the agent to get back to the customer by selecting a 'due date' for the agent, automatic reminders can be set for the customer to reply with the information needed to solve their issue, a satisfaction survey is automatically sent to the customer after a ticket has been solved.
Recommendations to others considering the product:
Using Zendesk Support Suite is a big help for customer service.
Effortless and cost effective tool for customer service automation
What do you like best about the product?
Natural language processing is an utterly complicated field of AI but Ultimate AI's intuitive user interface and tools available makes creating a domain specific chatbot rather easy. Except for integrations there's no need for technical specialists but the real subject matter experts (e.g. customer service agents) can create and maintain the service. Non-technical personel are able to create quite impressive solutions.
Support during onboarding and after that is outstanding and very fast. Technical and content specific support e.g. sharing best practices really helps.
Support during onboarding and after that is outstanding and very fast. Technical and content specific support e.g. sharing best practices really helps.
What do you dislike about the product?
APIs are inflexible and require custom development if not using some of the supported CRMs. On the other hand Basic API just for utilizing the NLP engine (chatbot) is simple and easy.
What problems is the product solving and how is that benefiting you?
This solution really helps mitigating repetitious questions ending up to customer service and therefore greatly improves the effectiveness of the customer service agents.
Awesome conversational platform that helped us set a virtual agent in only a few weeks.
What do you like best about the product?
- The interface is intuitive and easy to use
- It integrates easily within our Salesforce CRM system for a seamless handover to agents
- Smart AI model and it's easy to train the different intent models
- The onboarding process was really good; we got to setup a virtual agent in just a few weeks with already promising results.
- With the latest addition of UltimateGPT there is a lot of potential in improving our current conversation design, making our bots more complete and better maintanable.
- It integrates easily within our Salesforce CRM system for a seamless handover to agents
- Smart AI model and it's easy to train the different intent models
- The onboarding process was really good; we got to setup a virtual agent in just a few weeks with already promising results.
- With the latest addition of UltimateGPT there is a lot of potential in improving our current conversation design, making our bots more complete and better maintanable.
What do you dislike about the product?
- Ultimate focuses on one thing and that's the virtual agent for live chat. On the one hand, that's great, but at the moment it's not possible to integrate with other channels such as Whatsapp)
What problems is the product solving and how is that benefiting you?
- A lot of our customers call/mail us for rather simple questions and requests that they could also solve themselves on our website. The virtual agent now redirects customers to the right answers and self service sections of our website and only more complex cases are routed to our customer care professionals (it also makes their work more fun and challenging).
- Their GPT/LLM version of the chatbot will make it easier for us to setup and maintain bots.
- Their GPT/LLM version of the chatbot will make it easier for us to setup and maintain bots.
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