Zendesk Suite
ZendeskExternal reviews
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I work with Frances Naguit who has implemented our new chatbot
What do you like best about the product?
Very friendly team who is always willing to help. If my team requests a functionality, the Ultimate team will do their best to find a workaround.
What do you dislike about the product?
There are some missing features, but the Ultimate team is quick to find a workaround!
What problems is the product solving and how is that benefiting you?
Ultimate is allowing us to seamlessly connect with our clients in real-time. This has resulted in a better user experience for the clients and our team.
best
What do you like best about the product?
It's a user-friendly tool to connect with cross-functional teams and customers. Good data managers provide accurate details regarding tasks. Easy to connect with customers.
What do you dislike about the product?
Nothing much to dislike in Zendesk. if the app updates with more user friendly options and provides customisation tools more then it helps more to all platform people in industry.
What problems is the product solving and how is that benefiting you?
I am working in a bearing company. some times my customers have some doubt regarding our products or they need some changes in existed standard bearing that time zendesk is a bridge to connect us
Simple, customizable and fuctional. Awesome
What do you like best about the product?
Makes my CS life so much easier... the SLA sistem is very useful, assignment possibilities. Its very intuitive and easy to learn although I never tried any competitor.
What do you dislike about the product?
Some things namely being so hard to add a signature that is not merely simple text. this should be way easier for companies. otherwise i like it all, nothing to add
What problems is the product solving and how is that benefiting you?
We used little old outlook so the difference is absolutely major. the flows are better, support is awesome, customization is very nice. We are closing tickets way way faster.
Zen Desk
What do you like best about the product?
Zen desk support suite helps us to manage all the SLA/BAU activities
What do you dislike about the product?
Can improve the number of 3rd party intergration
What problems is the product solving and how is that benefiting you?
Helps us in achieving SLA/BAU, help desk support
Transparent, easy to use and their support is always there
What do you like best about the product?
The variety of options when it comes to creating intents is impressive. It's fun to experiment using different features in order to get the best result, which would then be most practical and appealing for our customers. I really enjoy that API integration came along as it enables us to give very particular support. And last but not least, the team and their support are always there to suggest or test and even adjust things like dashboards, which is a great help and makes our lives easier ;)
What do you dislike about the product?
I can't say I see or experience any particular drawbacks about Ultimate itself, but if I have to mention one is that some processes or integrations might take a tiny bit longer, but I suppose the practice (and time makes) it perfect!
What problems is the product solving and how is that benefiting you?
It helps us make customer support more accessible, faster, and more efficient when agent interaction is not necessary and most importantly it also makes our support available for customers 24/7 !
Multiple feature in one tool
What do you like best about the product?
Easy to use and ticket tagging helps to determine the main concerns.
What do you dislike about the product?
Non-schedule outages impact our business and customer.
What problems is the product solving and how is that benefiting you?
Earlier, we have Intercom for chats and Five9 for calls, but now we have chats, emails, and calls with Zendesk.
It saves a lot of money in terms of the license.
All the platform at one place.
It saves a lot of money in terms of the license.
All the platform at one place.
Great usability but limitations
What do you like best about the product?
Agents like the usability of agent workspace and some of the functionality is great allowing it to be uncomplicated.
What do you dislike about the product?
Limitations on customization. Layout builder EAP is limiting by its a one size fit all rather than customizable by group, views are still limited to 12 global, it would also be great to be able have a view as/assumption mode to see how the view looks for advisors etc. we also experience a number of issues with explore accuracy in that metrics aren't industry standard and work differently meaning we've spent countless hours creating our own.
What problems is the product solving and how is that benefiting you?
There is a number of changes coming with features we've been requesting around agent availability. We've created some great workflows using a combination of triggers and automations which have also made our teams lives easier and streamlined processes.
Excellent tool for customer and internal communication
What do you like best about the product?
Ease of access and comprehensive segregation of multiple queues
What do you dislike about the product?
The tool can be more user-friendly. Complex controls makes the tool difficult to use at administrator level
What problems is the product solving and how is that benefiting you?
Zendesk helps provide a platform for efficient and smooth communication with customers and internal teams
Work Related Experience
What do you like best about the product?
I like how everything is connected within Zendesk which makes for easy navigation and ability to service customers on different platforms.
What do you dislike about the product?
Receiving messages without email connected to the messages for follow-up. The new update has taken a bit to get used to but I am fine navigating now.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is serving as a one stop platform to be able to effectively communicate with their customers
Great support suite
What do you like best about the product?
One of the best features is the zendesk explore tool. It allows me as a manager to get insights regarding what types of issues or coming in and how my team is doing
What do you dislike about the product?
There are some small quality of life improvements that could be made.
Being able to pause sla without responding the the client and to be able to see all views without going to the admin page would be great
Being able to pause sla without responding the the client and to be able to see all views without going to the admin page would be great
What problems is the product solving and how is that benefiting you?
It allows me and my team to be able to efficiently and effectively solve customer issues.
With zendesk we are able to triage with ease and direct our resources and attention to customers who need it
With zendesk we are able to triage with ease and direct our resources and attention to customers who need it
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