Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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What do you like best about the product?
Integration between chat and general ticket mailbox
What do you dislike about the product?
Interface not as user friendly as other similar products I've used
What problems is the product solving and how is that benefiting you?
We have outsourced customer service. They use Zendesk and we have full visibility over tickets and customer issues
Innovative and intuitive chat-bot solution with a kick-ass customer success Team!
What do you like best about the product?
The whole journey has been a very smooth experience. The team at Ultimate.ai really want us to be succesfull. Their onboarding process is beyond what I had imagined it to be, from kick-off until roll-out. And even after the bot went live, their customer success team is there for us all the time, whenever there is an issue it gets solved right away. Awesome company!
What do you dislike about the product?
Currently, the only limitation we are experiencing is not on the side of Ultimate.ai but our CRM solution, which misses solving granular issues. But those will hopefully be handled in time.
What problems is the product solving and how is that benefiting you?
Ultimate.ai enables us to grant 24/7 support. Our support team is now able to concentrate on more complex topics. The biggest benefit is scalability. The bot instantly took 39% of all requests from the shoulders of our agents. That's the benefit of first-class onboarding.
A top platform for support
What do you like best about the product?
Clean UI and simple. Well planned UX. Reliable. Great service and support so far.
What do you dislike about the product?
There are issues with the tickets and communication/reminders for users. Some of our users complain that they get asked to create a "zendesk account" for their communication with us re issues. We used to use INtercom and that was a lot better in these senses. Also showed where the user is from (which account/company). We have not used the bots and I hope they work as well as Intercom. Also we got used to not worrying about where the support response goes. INtercom knew if they are online or not. Here we need to pick email vs chat message manually.
What problems is the product solving and how is that benefiting you?
B2B SaaS support.
My experience was quick, easy, and informative!
What do you like best about the product?
Everything! Accessibility is essential, and everything is easy and accessible.
What do you dislike about the product?
The only downside for our end of the platform is that our team uses the platform for ticketing, and outside consumers are do not communicate within our platform, so we cannot use ALL of the bells and whistles support has to offer. Just the ones that make the most sense for our usage.
What problems is the product solving and how is that benefiting you?
We remain organized as a whole which is imperative to our scope of work. Our team is capable of easily reviewing items in the platform and we can communicate effectively on each ticket.
Easy to use and great customer service
What do you like best about the product?
Feature rich, fast and intuitive. Low to no code needed
What do you dislike about the product?
Sometimes it's difficult to reach the correct team as with almost any other support company
What problems is the product solving and how is that benefiting you?
When utilizied properly you can create a great customer experience with low-no code
Review
What do you like best about the product?
Helpful support and easy to use interface.
What do you dislike about the product?
Cloud tag not updating on a daily basis.
What problems is the product solving and how is that benefiting you?
Had trouble with tags disappearing, but that was resolved when we realized the custom field was associated with a specific tag. So I've updated the custom field with the tag I actually want.
New to Zendesk Help Desk
What do you like best about the product?
We are new to Zendesk and are just starting to use it to create Help Desk content. So far the service Zendesk has provided us has been very useful and we are off to a good start. They were patient throughout process so far.
What do you dislike about the product?
We are new to Zendesk but so far we haven't found anything we dislike.
What problems is the product solving and how is that benefiting you?
We needed help desk content and an easy way to create it. Zendesk was our best solution. We hope our users will benefit greatly from this content and we hope it will be easy to find help.
Cannot imagine our IT department without Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is user-friendly on both ends: agent and customer. And their support agents are quick and resourceful via chat.
What do you dislike about the product?
Not much to dislike, really, nothing but great things so far
What problems is the product solving and how is that benefiting you?
Our customers and our IT department are now on the same page. We both know the status of their tickets and can connect via email, portal, chat, or phone.
Works for what we need it to do
What do you like best about the product?
The stats are easy to get to and view. Once you log in, everything that you need to get started is right there for your to see.
What do you dislike about the product?
When something needs to be changed in the settings, the steps are very detailed. Customer support only really helps by showing you different articles instead of just letting you know quickly what needs to be done.
What problems is the product solving and how is that benefiting you?
We are able to effectively communicate with our customers through various channels of communication.
Recommendations to others considering the product:
Ask lots of questions when communicating with Zendesk support.
Prepared team that guides you until getting the solution
What do you like best about the product?
Not closing a ticket until the issue is solved.
What do you dislike about the product?
Time to respond after a chat converts into email ticket
What problems is the product solving and how is that benefiting you?
Data & Analytics, Manage account and setting new configurations
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