Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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The collaboration works perfectly!
What do you like best about the product?
The collaboration has worked perfectly all the time. We get support and help whenever we need it and best of all, chatbot has made our work easier and customers get help with their questions more efficiently.
What do you dislike about the product?
There´s nothing I dislike at this point. :)
What problems is the product solving and how is that benefiting you?
With the help of automation we can answer frequently asked questions and we can also collect the necessary preliminary data in the most challenging situations. Our customer service has more time to perform more demanding tasks.
Call center, chat, email and social media messaging all together
What do you like best about the product?
Zendesk offers most the top ways to engage high-value leads as they visit our website. When customers access live chat support directly from the website they are more likely to get interested with our products and services.
It integrates well with Facebook and Twitter allowing us to follow our customers and engage them in their favorite apps
It integrates well with Facebook and Twitter allowing us to follow our customers and engage them in their favorite apps
What do you dislike about the product?
The sidebar limits the number of tickets we can breakdown but that is just a minor issue.
What problems is the product solving and how is that benefiting you?
Filtering conversations to focus on what most important as well as classify tickets for archiving purposes and tracking.
Monitoring of events and website traffic to better understand what the customers need.
Assigning tickets to the right agent depending on workload and skills.
Monitoring of events and website traffic to better understand what the customers need.
Assigning tickets to the right agent depending on workload and skills.
Recommendations to others considering the product:
All customer interactions from every channel are under one interface. It features reports on customer satisfaction ratings and agent performance reports for deeper understanding of how the customer support is performing. Customers experience quality conversations that are far more powerful than sending numerous emails.
Great Support team. Very helpful, polite, and quick to respond
What do you like best about the product?
The support team was very polite and helpful. Rusty was my support agent. He was helping me solve an issue that was not necessarily a Zendesk issue. At first we worked through the basic troubleshooting, and when that did not work, he continued to provide me with other instructions. He stuck with me the whole time (about an hour or two). Once we figured out that the problem was the phone of the agent on our team, he worked me through a few things I could do to make the phone possibly work. He was very helpful and responded quickly, and was patient when I needed time for a response.
What do you dislike about the product?
I do not like how customer support agents cannot see your past conversations with other support agents. This would be helful because you would not have to re-explain your situation. Also, I wish the bots would transfer you to a real assistant instead of referring to articles that may "match" with your question. I asked the bot for a human assistant and it was unable to connect me with one.
What problems is the product solving and how is that benefiting you?
It is our entire ticket system for our company. It is vital to our company, as it is crutial to our support team and our members. Members create tickets and our Health assistants are able communicate with our members in a very secure and private way.
Organized ticketing system
What do you like best about the product?
Tags are very helpful for resolving tickets as well as organizing for triaging to different teams
What do you dislike about the product?
Zendesk Talk data is more challenging to maneuver on Zendesk Explore. There are also limitations to the triggers that prevent more automated triaging
What problems is the product solving and how is that benefiting you?
ZD Support allows us to categorize tickets and analyze ticket data effectively.
Solid Support Suite
What do you like best about the product?
Thoughtful features. Helpful support. Good documentation.
What do you dislike about the product?
When I merge tickets I wish I could browse tickets to merge isntead of having to know the ticket number.
What problems is the product solving and how is that benefiting you?
Centralize support requests.
A powerful support platform
What do you like best about the product?
The extensibility and sophisticated automation capabilities.
What do you dislike about the product?
No dark theme for nightowls like me. It also isn't possible to capture customer satisfaction in an external system and add it to the ticket.
What problems is the product solving and how is that benefiting you?
We are a large enterprise, offering dozens of products across business units. Zendesk allows us to support all of our customers from the same interface.
Best customer support site
What do you like best about the product?
Easy to use. Great interface. And the support team is amazing in case you get stuck.
What do you dislike about the product?
There are some features that are not available for the lower-tier subscriptions. But that's expected, so it's not a complaint.
What problems is the product solving and how is that benefiting you?
I'm using it to support my trainees. I've realized these benefits:
- We support all trainees together with my customer support agents
- We're able to get all tickets and respond to them. If we were to use free email providers, a lot would be missed.
- Macros makes it easy to respond to frequently asked questions
- The automation features are amazing!
- We support all trainees together with my customer support agents
- We're able to get all tickets and respond to them. If we were to use free email providers, a lot would be missed.
- Macros makes it easy to respond to frequently asked questions
- The automation features are amazing!
Support Guide Plans
What do you like best about the product?
Once a Zendesk person responded, they included all the necessary information. I could tell that they had looked up our account and knew exactly what steps we needed to take.
What do you dislike about the product?
It was not easy to get in contact with an actual person. The Webchat automation kept responding with Sorry we couldn't help you. Do you have any other questions for me? That was pretty lame. If the Webchat bot can't answer or help, it should automatically route you to a real person not just respond, sorry I can't help you and you will never get help from me. I had to go hunt around for another website that provided a means to submit a support ticket.
What problems is the product solving and how is that benefiting you?
Tracking support tickets. Organizing support articles. Imbedding help into our platform.
ultimate.ai
What do you like best about the product?
Support, whenever there is an issue they try to find solution
What do you dislike about the product?
nothing comes to my mind, might be a little bit overwhelming for new users
What problems is the product solving and how is that benefiting you?
Adjustments to bot that is handling customers. I can see that its deflecting some customers with automated data providing.
Recommendations to others considering the product:
If you need simple way to build a bot, this is way to go to.
Agent answered complex multi-part questions and provided references. Well done.
What do you like best about the product?
The references that I could look up on my own afterward.
What do you dislike about the product?
Nothing really, the agent handled her business.
What problems is the product solving and how is that benefiting you?
Not knowing the default automations and triggers. It has been a reliable platform; I need a class or some kind to get the most out of it.
Recommendations to others considering the product:
Onboarding Call.
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