Zendesk Suite
ZendeskExternal reviews
6,542 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Excellent ticketing management tool
What do you like best about the product?
Canal integration
Very intuitive
Easy to configurate
Very intuitive
Easy to configurate
What do you dislike about the product?
Some modules are now chargeable while they were free in the previous versions
What problems is the product solving and how is that benefiting you?
Customer complaints and inquiries management
Excellent opportunities for tailoring Zendesk to your companies own use-case.
What do you like best about the product?
Many ways to make Zendesk work to suit your company. Lots of articles on the website explain how to achieve this.
What do you dislike about the product?
Due to changes and upgrades over the years there seem to be some articles and comments that contradict other articles. This makes it very confusing in some cases. For example, Messaging and Chat articles are so similar it is difficult to know which one you need to read. There is some overlap between chat and messaging but the distinction in the articles isn't clear.
What problems is the product solving and how is that benefiting you?
Answer Bot and has just been added to our instance of Zendesk and I can see it is going to make a big difference to our customers who live in different time zones. They will get an automated reply with suggested articles and so could mean they don't need to wait until agents are available.
One of the best ticketing software in the market
What do you like best about the product?
It has a macros feature that allows one to have templates for frequently asked questions. Macros help save a lot of time when replying to customers. Zendesk also has tags that enable admins to categorize tickets once they come in, making it easier to track customer queries.
What do you dislike about the product?
It isn't easy to track through closed tickets. One has to scroll through all resolved tickets as you search for a specific ticket. The filter option is not as effective hence making someone go through long processes to fetch a particular ticket.
What problems is the product solving and how is that benefiting you?
Zendesk has dramatically improved our customer support. Customers have reported better and shorter response times. Customer agents have been able to address all customer concerns appropriately and on time.
Recommendations to others considering the product:
If you have many views on the Zendesk platforms, keep an eye for the "more" options at the very bottom to see additional views.
Intuitive UX and great customer service
What do you like best about the product?
We received great and consistent support throughout the bot's building process. Building the bot was seemingly easy thanks to the great back-end ux.
What do you dislike about the product?
Would love to see better accuracy in analytics, e.g. bot handle rate.
What problems is the product solving and how is that benefiting you?
Chatbots help our customers to quickly get answers to frequently occuring simple problems, while our customer support can focus on solving more complex issues.
User friendly chatbot solution with great support
What do you like best about the product?
Product is easy to use and maintain. Support from ultimate.ai is knowledgeable and very friendly.
What do you dislike about the product?
I have nothing negative to say. Experience with ultimate.ai has been great.
What problems is the product solving and how is that benefiting you?
We use the product to advise internal customers on easy everyday support questions.
Multi-dimensional Customer Support System
What do you like best about the product?
The most liked part of the Zendesk Support Suite is that it is possible to customize the chat widget as per our need to set up our chat flow and triggers. Also, it is possible to assign and re-assign support tickets to multiple other support agents working together in a company.
What do you dislike about the product?
The dislike thing includes too many advanced customer support features and functionalities; it might be confusing to understand its working mechanism and challenging to set up for first-time users.
What problems is the product solving and how is that benefiting you?
Zendesk is the most customizable ticketing system available, offering a wide range of features to automate customer support processes. As a result, we are now able to provide robust and timely customer support due to this software.
Not bad
What do you like best about the product?
I like how it makes it easy to classify tickets depending on the teams that should handle them. Also, like that it's user-friendly. I trained on it for less than an hour and had everything up and running. I also like the fact that there are Macros that the agents can use to uniformly respond to customers.
What do you dislike about the product?
So far, I haven't had any problem with Zendesk
What problems is the product solving and how is that benefiting you?
I am a customer service representative, so I use Zendesk for ticketing, responding to customer's needs and complaints, as per the clients' specifications.
Recommendations to others considering the product:
I would highly recommend Zendesk for anyone looking to have effective management of tickets, especially those in the customer service industry.
My experience with ultimate.ai
What do you like best about the product?
The chatbot development lifecycle is very simple,and we can deploy it with with minimal effort. I love to develop and test it. The developetment is highly UI based that ease the development workflow.
What do you dislike about the product?
The recognition efficiency is significasignificantly less when compared to other recognizers in the market. We have also evaluated with SAP chatbot where find for same type of expressions we found lesser effecieny in triggering respective skills.
What problems is the product solving and how is that benefiting you?
ERP solutions such as Plant Maintenance and Material Management.
Recommendations to others considering the product:
I will highly recommend this because it is the easiest chatbot development framework available in the market.
Great team with nice product, always listening to customer needs
What do you like best about the product?
Support and development on the product. The team is always willing to think with us and solve our problems. They spent a lot of time on the development of new features and listen to customer needs. They do not push customers to "buy more". The project team is always available and willing to help.
What do you dislike about the product?
From an account management perspective, there should be more time spent. Some essential resources are shared through accounts = business is growing quicker than the team. But I know that they are working on growing capacity.
What problems is the product solving and how is that benefiting you?
Customer service comunication throught chat in 6 languages. Shortly other locations will be up as well as e-mail or proactive bot. Team made for us some other unique automation by using bot logic.
Zendesk is a leader
What do you like best about the product?
I like how Zendesk utilizes integrations with Jira and Slack so you can follow on multiple platforms of the ticket created and to engage a broader audience on what project is going on. Zendesk has evolved a lot throughout the years.
What do you dislike about the product?
However, I'm not too fond of Zendesk's thread system on tickets because it can become too much, and there should be a way to keep it concise.
What problems is the product solving and how is that benefiting you?
Engaging internal employees with their requests from something small to a whole project of greater scope, Zendesk helps up communicate and keep track of updates with our counterparts from around the world. I have realized this tool is essential for keeping progress moving forward.
Recommendations to others considering the product:
Try one of the easiest to use ticketing systems out there and the integrations that can make work-life less hectic.
showing 4,131 - 4,140