Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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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.
Super Flexible Platform that automates and organizes support
What do you like best about the product?
I love how easy it is to create processes and handle customer requests. We were able to set up a very useful workspace mostly off of help articles. Their open API made it super easy to integrate into our software so the support has our brand and feel to it.
What do you dislike about the product?
As they add different solutions for CRM etc, it seems to water down the strength of being a great support platform. The onboarding process included webinars that often times were not on anyone's schedule at Zendesk, so you never knew when you might join an empty meeting.
What problems is the product solving and how is that benefiting you?
Streamlining and organizing support and feature requests, organizing the way that feature requests are fed to Jira to allow the improvements to our app to be reliable, fast, and meaningful.
Easy to use and organize for our specific needs
What do you like best about the product?
I like how the Zendesk dashboard can be customized for our business needs. Support categories are constantly being created for new issues and the changes can be made fairly easy.
What do you dislike about the product?
The reporting is lacking. It has improved a bit from when we first started using it, but navigating the menus is difficult.
What problems is the product solving and how is that benefiting you?
It helps us to keep up with our daily support requests.
Great Product that I Definitely Recommend!
What do you like best about the product?
How easily customizable it can be tailored for different uses.
What do you dislike about the product?
The reporting dashboard can be a bit tricky to navigate.
What problems is the product solving and how is that benefiting you?
Makes it very easy to monitor all in-bound customer complaints and funnel them to the proper support groups.
EASY TO USE AND FAST FRIENDLY SUPPORT
What do you like best about the product?
What I like most about Zendesk Support Suite is it is fast, easy and extremely helpful. We use it as often as possible.
What do you dislike about the product?
Honestly we have not found anything we dislike about it as of this moment.
What problems is the product solving and how is that benefiting you?
Getting numbers ported, making sure our answering service was set up correctly and many other items.
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