Zendesk Suite
ZendeskExternal reviews
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When it comes to ticketing systems, Zendesk is the way to go.
What do you like best about the product?
The price is very affordable for enterprise needs compared to other ticketing systems in the market.
Zendesk offers 24/7 support through live representatives. It easily integrates with 3rd party applications that are essential in our organization.
Zendesk offers 24/7 support through live representatives. It easily integrates with 3rd party applications that are essential in our organization.
What do you dislike about the product?
They do not have a free version for users who don't want it for enterprise needs.
There is no Desktop version of the software for both Windows and Mac
There is no Desktop version of the software for both Windows and Mac
What problems is the product solving and how is that benefiting you?
We use Zendesk to respond to customer emails and queries from social media. The live support feature is very aggressive and easy for me to use.
Recommendations to others considering the product:
It is effortless to use and the best for integrations with other applications
Easy to use for lower level professionals
What do you like best about the product?
The Zendesk support suite is excellent to use for somewhat experienced individuals who are capable of finding support across multiple channels within the network, as well as providing frequently asked questions to support candidates to find answers before start.
What do you dislike about the product?
The application is challenging to find one option without being routed to other websites when wanting to compare.
What problems is the product solving and how is that benefiting you?
Zendesk opens a multiple variety organizational application to cross reference and use at once.
Products good but the support...
What do you like best about the product?
The products are brilliant. Nice GUI with easy ticket management including creating, updating, and solving tickets.
What do you dislike about the product?
The support is horrible and the product managers are even worse. All you get is pre-made replies where they don't read what you've stated so you'll have to repeat yourself over and over again.
What problems is the product solving and how is that benefiting you?
The everyday ticket handling with our customers.
AI technology made easy with great support & care
What do you like best about the product?
From start to finish, the team at Ultimate.ai has been amazing. The detailed and thorough onboarding process is second to none. We feel fully confident on how to create Intents and how to optimise our bot to its full potential. Couldn't recommend them enough!
What do you dislike about the product?
The lack of ability for customers to upload pictures.
What problems is the product solving and how is that benefiting you?
We are developing our bot for our customers to get a quicker response and therefore improve their experience. We've been using it for less than a month, so it's too early to tell the benefits yet, but we are planning to see a reduction in calls and emails soon.
A solid tool for managing support
What do you like best about the product?
The data analytics, and easy tracking of what questions need to be answered.
What do you dislike about the product?
There are so many different views it can take a while to get acclimated to the system. But it becomes second nature after a while.
What problems is the product solving and how is that benefiting you?
Ensuring that employee questions are answered in a timely manner, that they dont get lost in email. And saving lots of time by using macros which also help provide consistency to our service.
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.
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