Zendesk Suite
ZendeskExternal reviews
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Most powerful suggestion engine out there
What do you like best about the product?
Ultimate.ai's suggestion engine works perfectly as a baseline for customer support agents. It increased roughly 20% of our response times and you can pretty much count the savings there already.
In a world where chatbot AI is a big fad, the AI bot from Ultimate is one of the rare ones which truly has an AI engine to help us also fully automate things. It also scales pretty much to any language.
In a world where chatbot AI is a big fad, the AI bot from Ultimate is one of the rare ones which truly has an AI engine to help us also fully automate things. It also scales pretty much to any language.
What do you dislike about the product?
At this point there's nothing I'd say I dislike. Happy with the service.
What problems is the product solving and how is that benefiting you?
Our customer agents are much happier with the suggestion engine and makes them work a lot faster and efficiently. Copy and paste-answers are not needed anymore when the engine brings those automatically there too.
An excellent tool for business
What do you like best about the product?
The convenience of having it right on my computer and not having the hassle of a phone on my desk. As well as the integration into our ticketing system.
What do you dislike about the product?
Every once in a while, the call quality is not the best. But it’s definitely not often.
What problems is the product solving and how is that benefiting you?
The integration into our ticketing system with Zendesk is definitely the biggest benefit. there’s no need to open a ticket or try to scramble to get a ticket open to get down the information that someone is saying to you. The ticket opens as soon as you take the call and you’re ready to start typing all of your important information immediately.
Zendesk is a very robust tool for customization and integration into other systems
What do you like best about the product?
We like how easy it is to create new custom business rules for ticketing flows and automation. It is easy to ingest from eternal 3rd party programs and has a robust Analytical reporting dashboard built in.
What do you dislike about the product?
We would like the ability to ingest live social conversations into Zendesk.
What problems is the product solving and how is that benefiting you?
We are consolidating multiple different sources of tickets into a single dashboard. We are also creating automatons to speed up our internal processes.
Support is truly awful. The platform is confusing.
What do you like best about the product?
Absolutely nothing. I can't believe I lived with them for 2 years. that's on me. They were awful from the start and never got better.
What do you dislike about the product?
Their bot on the 'Help' section offers NO info and runs you in circles. There is no way to start a ticket or email support that I can find. Any search on how to reach support sends you to their 'help' page - with no option for contact. When you call, they never get back to you. So ironic that support company is some of the worst support I've ever experienced.
I dislike everything about them. The support is awful. The platform is confusing. Help doesn't exist.
I dislike everything about them. The support is awful. The platform is confusing. Help doesn't exist.
What problems is the product solving and how is that benefiting you?
We needed a Knwodgle base and chat. No benefits realized.
Zendesk Review
What do you like best about the product?
The fact that emails can be assigned to users, which allows for the best responses.
What do you dislike about the product?
The fact that the tickets have to be closed before they can be purged from the system. Also that this has to be done for individual tickets.
What problems is the product solving and how is that benefiting you?
We are able to have somewhat of a real time interaction with our customer and each ticket can easily be traced with different criteria. We are able to manage and track the the performance of our agents.
Recommendations to others considering the product:
A system whereby all email sent by a customer our your staff can be filed using a ticketing system. Tickets can be reviewed and automatically purged by the system once they have been solved.
Easy to use support tool
What do you like best about the product?
Zendesk is easy and intuitive to navigate and helps me to manage our support ticket inbox efficiently
What do you dislike about the product?
When looking at open tickets, I wish I could also see the date submitted and last date updated in the list
What problems is the product solving and how is that benefiting you?
Managing our support inflow
Zendesk is a great way for our support and sales team to keep on track with our customers
What do you like best about the product?
Super simple to use and great for our teams to be able to be on the same page with our customers
What do you dislike about the product?
Honestly I like it and can't think of anything I truly dislike
What problems is the product solving and how is that benefiting you?
we can all know in real time what is happening when someone opens a ticket
Recommendations to others considering the product:
Big fan of Zendesk
Keeps all our client issues in one place for all to see
Ease of use is A+
Keeps all our client issues in one place for all to see
Ease of use is A+
I am a long time user of a Zendesk Support
What do you like best about the product?
Best Customer service software available in the market. It's Faster, Smarter Alternative to other Helpdesk Software. Everything is organised and on it's place.
What do you dislike about the product?
It's costly and takes enough time for one to master in this.
What problems is the product solving and how is that benefiting you?
It's a powerful customer support software I have come across. Using Zendesk we help customers on live chats. Zendesk is most useful for us to measure team performance and customer satisfaction statistic.
Recommendations to others considering the product:
Best customer service software available, go for it.
Stay away
What do you like best about the product?
The helpdesk was ok, nothing special but worked pretty well.
What do you dislike about the product?
In terms of the tool: It's not intuitive at all, the UI feels like it's from 2005 and is missing a lot of basic functionality in comparison to other tools like Intercom. Team organization is difficult, and if you are a small team and aren't using the chat support function, it can get very messy very quickly.
In terms of customer service: For a company that's in the customer service industry, it was absolutely horrible. We had to send no less than 20 emails to our account manager just to get our account cancelled. We frequently had to follow up 2-3 times before we got a response from them, and their 30 day cancellation window for a MONTHLY subscription makes no sense.
Stay far away from this product unless you want to be trapped in a contract and receive no support whatsoever.
In terms of customer service: For a company that's in the customer service industry, it was absolutely horrible. We had to send no less than 20 emails to our account manager just to get our account cancelled. We frequently had to follow up 2-3 times before we got a response from them, and their 30 day cancellation window for a MONTHLY subscription makes no sense.
Stay far away from this product unless you want to be trapped in a contract and receive no support whatsoever.
What problems is the product solving and how is that benefiting you?
General customer support tickets, and helpdesk.
Recommendations to others considering the product:
Don't do it, go for literally any other company.
Great tool for support team
What do you like best about the product?
Easy workflows, very intuitive for the support agent to interact with the customer. Integration with Slack allows our team to be notified in real-time about new support topics.
What do you dislike about the product?
Reporting (e.g. on SLA performance) is limited and clunky.
What problems is the product solving and how is that benefiting you?
Zendesk allows our support team to easily interact with customers and resolve their problems quickly. Looping in second line support or additional customer stakeholders is very easy. At all times, we have a good view on open support items.
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