Zendesk Suite
ZendeskExternal reviews
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The easiest way to manage your customer support
What do you like best about the product?
Zendesk has made it incredibly easy to manage large amounts of customer support tickets simply and quickly
What do you dislike about the product?
It would be great if the asignee were to get an email notification once they were assigned a ticket
What problems is the product solving and how is that benefiting you?
Zendesk has made it easy for our team to work and anser customer questions efficiently
Zendesk Review
What do you like best about the product?
Omnichannelle capabilities and the ease of configuration
What do you dislike about the product?
Integration with Meta could be better in order to identify the real origin of the ticket (post, message). Sometimes it presents a lag between the time of the comment or message in FB and the moment we receive the ticket in Zendesk.
What problems is the product solving and how is that benefiting you?
Customer tickets traceability, omnichannel customer service. Improving customer experience
Zendesk is the all-around best choice for support.
What do you like best about the product?
Zendesk Support Suite is a cloud-based customer support software that enables me to provide better customer service across multiple channels. I like how it integrates email, chat, phone, social media, and self-service options in one unified agent workspace. It also has powerful features such as automation, reporting, and analytics that help me optimize my workflows. Using their Talk add-on is also an amazing feature as customers can call or text the same number!
What do you dislike about the product?
There is not much to dislike about Zendesk Support Suite, as it is a comprehensive and user-friendly solution for customer support. However, if I had to mention something, I would say that the pricing could be more flexible and affordable for smaller businesses. Also, some of the advanced features and integrations require a bit of technical knowledge and customization, which can be challenging for non-experts. But overall, these are minor issues compared to the benefits and value that Zendesk Support Suite offers. 😊
What problems is the product solving and how is that benefiting you?
As an Senior Applications Support Manager who values automation, Zendesk addresses my needs by offering a user-friendly and flexible ticketing system that simplifies managing customer interactions and support requests. Its customization options allow me to tailor the system to specific workflow requirements. The integration with telephony solutions streamlines communication, centralizing all customer interactions in one place, enhancing response efficiency.
We use it for Telephony (Calls and Texts) and it has proven to be a reliable solution with easy IVR configurations. It also offers voicemail transcriptions built it for quick reviews of missed calls.
We use it for Telephony (Calls and Texts) and it has proven to be a reliable solution with easy IVR configurations. It also offers voicemail transcriptions built it for quick reviews of missed calls.
Game changer for customer service
What do you like best about the product?
- It integrates easily even to less supported platforms and allows checking order status, even pausing an order if need be.
- UltimateGPT writes very good Finnish and utilises our Knowledge Base as background information.
- Even though many support tickets/chats still require human touch, Ultimate has been able to solve alone some simpler questions and at least provides all the background information that we would previously have needed 3-4 emails to collect.
- API queries are somewhat easy to add, once the integration is ready.
- UltimateGPT writes very good Finnish and utilises our Knowledge Base as background information.
- Even though many support tickets/chats still require human touch, Ultimate has been able to solve alone some simpler questions and at least provides all the background information that we would previously have needed 3-4 emails to collect.
- API queries are somewhat easy to add, once the integration is ready.
What do you dislike about the product?
Dialogue Builder has been unresponsive/buggy at times. There are some restrictions in terms of which block can follow which. For example, an API call cannot follow straight after another (successful) API call, instead you'll always need to add a conditional/message block in between.
What problems is the product solving and how is that benefiting you?
- Solves alone repetitive simple questions, keeping CS agents' focus where it is needed most
- Collects all the needed background information for human agents & allows them to proceed faster
- Reduces shipments and returns where there would have otherwise been errors in products/shipping information
- Allows the CS team to manage through peak times
- Collects all the needed background information for human agents & allows them to proceed faster
- Reduces shipments and returns where there would have otherwise been errors in products/shipping information
- Allows the CS team to manage through peak times
Amazing experience while using integration between Zendesk and KekaHR
What do you like best about the product?
The biggest benefit is to do an easy collaboration, finding the tickets, and having chats externally and internally simultaneously on an ongoing ticket
What do you dislike about the product?
There is not much to say but there are a lot tabs opening while searching for tickets sometimes creates confusion
What problems is the product solving and how is that benefiting you?
It is mainly helping the entire support department which is coordinating with Legal, Engineers and pushing things to Jira and sometimes to Finance also
Easy to use and convenient
What do you like best about the product?
The user interface is not only sleek and intuitive but also remarkably user-friendly. A big plus for me is also the gradual usage of AI especially when creating new intents.
Also, I appreciate how easily I can edit an intent. Adding new intents is fairly easy and the implementation of the whole bot was also straightforward.
Also, I appreciate how easily I can edit an intent. Adding new intents is fairly easy and the implementation of the whole bot was also straightforward.
What do you dislike about the product?
I would recommend that you add instructions on creating different types of entities. I also have a hard time when I need to translate an intent since after copying the whole intent, the "Link to another reply" blocks remain with the previous language I've copied from instead of switching to the new language I've chosen. For example, when translating into Italian, we copy the English intent. All of the "Link to another reply" blocks remain in English when we already have them translated in Italian.
What problems is the product solving and how is that benefiting you?
Our chat bot is helping our Customer Support team collect more information and it drastically decreases ticket processing time. Our agents are able to solve more issues thanks to the aggregated information from the chat bot
This is one of the easiest way to communicate with the clients/customers through chat or email
What do you like best about the product?
What I like most about Zendesk is its interface. It's very user-friendly, very easy to use and all the buttons are very understandable to someone who is not that tech savvy like me. The best part of it as well is you have an option to incorporate other details from another tool, which makes our workflow so much easier.
What do you dislike about the product?
there is nothing I don't like about Zendesk
What problems is the product solving and how is that benefiting you?
Zendesk Support is helping us solve our customer's inquiries much faster as we have an option to create a knowledge base on it
Excellent customer care and weekly catch ups
What do you like best about the product?
I love how you can make a change and publish it straight away.
Ease use of the platform
Frances is amazing !!! I woud be lost without her !
Ease use of the platform
Frances is amazing !!! I woud be lost without her !
What do you dislike about the product?
Nothing I love ultimate , its the best !
What problems is the product solving and how is that benefiting you?
Its guiding users the our help centre with the answers they need so a ticket is not logged to support
Amazing support
What do you like best about the product?
Our Customer Success Manager at Ultimate is fantastic - very available, interested in our feedback, and very very helpful. We have had lots of support in the implementation which has made the prosess seamless and fun.
What do you dislike about the product?
Nothing in particular, Ultimate Dashboard is an easy and intuitive tool to use.
What problems is the product solving and how is that benefiting you?
Ultimate and the chatbot is helping us reduce the number of chats our agents have to handle, and increase the amount of customers that use our self service tools.
A game-changing partnership
What do you like best about the product?
We've been working with Ultimate since January 2023, and it has been a wonderful partnership. There is excellent customer support, a super easy to use front end system, and new features being added all the time.
What do you dislike about the product?
At times - like with every company - there can be the occasional bug or glitch, but this always swiftly dealt with.
What problems is the product solving and how is that benefiting you?
As we have gotten busier, Ultimate has allowed us to deflect a healthy number of queries to the bot in order for customers to self serve. This frees up the time of the agents to deal with more complex and nuanced problems.
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