Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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It is a highly customizable platform for client support
What do you like best about the product?
The platform is highly customizable and has put in a lot of effort to improve the platform since we adopted it for client support in 2017. Custom fields, multi language support, custom triggers and automation make it easy to use.
What do you dislike about the product?
The only thing I can think of is, I wish the field creation system was more of a WYSIWYG experience.
What problems is the product solving and how is that benefiting you?
Zendesk support allows us to reach out directly to any clients experiencing difficulty or who have any questions.
ZenDesk Makes HR Requests Manageable
What do you like best about the product?
ZenDesk allows me to prepare for repeat questions. In my line of work I am asked the same things continually. Being able to use the macro feature to perfectly prepare responses makes work far easier and efficient.
What do you dislike about the product?
I often encounter delays in receiving messages when ZenDesk is encountering issues.
What problems is the product solving and how is that benefiting you?
It allows us to respond to questions far faster than using email.
Do yourself a favor!
What do you like best about the product?
Our company has utilized ZENDESK Support Suite for well over 5 years now and we wouldn’t be where we are without it. The ease of use, the ability to stay in contact with our customers whether by email, chat, phone, etc has become intricate to our business and how we operate. Cannot recommend this enough!
What do you dislike about the product?
Support for the back-end is sometimes difficult to reach. They will answer but it was not immediate for our needs. Has not always been an issue but has happened.
What problems is the product solving and how is that benefiting you?
Making it easier to stay in contact with the customer is helping us stay more involved and better equipped to handle any problems that arise. Our volume fluctuates and having the ease of being able to be present with the customer as much as possible helps us continue to grow.
Zendesk is an amazing ticketing system
What do you like best about the product?
I've used a few different ticketing systems in my support journey (Salesforce, spiceworks, team support) and Zendesk is by far the best one yet. We haven't even unlocked it's full potential but it's made our lives in support so much easier. It's incredibly flexible and simple all at the same time.
What do you dislike about the product?
There isn't much I dislike about Zendesk. I've ran into some issues like trying to remove old fields that are irrelevant but doing so would cause our historical data to be incorrect. I do wish there was a way to "retire" or "archive" old fields to remove them from use but not alter the historical data.
What problems is the product solving and how is that benefiting you?
Honestly it's solving so much, mainly simplifying support for Agents. So many ticketing systems have too much noise and can make working tickets really frustrating. Zendesk does not have that issue!
We bought a Lamborghini, but drive it like a Corolla
What do you like best about the product?
At my company, I inherited administration of our Zendesk suite after taking over management of our IT help desk. It was severely unde-utilized, so I reached out to our success manager for tips. Since then, we've made much better use of our system by way out automations, triggers, macros, and more features we had previously never touched. Thank you, Cassie!
What do you dislike about the product?
Some of the customization features feel a bit lacking. We can't sort views by forms alphabetically, or even by some custom order. Only by form ID. I also wish we could limit which ticket forms are available to certain agent groups. We have a lot of forms, but not everyone needs them all.
What problems is the product solving and how is that benefiting you?
centralizing our IT knowledge and documentation into one repository, and giving agents a single place to look for work and responsibilities, not spread across multiple systems.
User friendly at its best!
What do you like best about the product?
I love how easy it is to dive deeper into what ZD has to offer us. Also you can find pretty much everything on their FAQ page, and if you can't, you can easily reach out to their Support team and I'm sure they'll be there to help you.
What do you dislike about the product?
As of now, I didn't find a single thing to dislike about it. Please keep doing all the upgrades you've been doing and focusing on providing a great customer experience.
What problems is the product solving and how is that benefiting you?
Any kind of "problem" when setting ZD spaces up or maybe just a simple question, especially coming from a different CRM. I really appreciate the help I get from the team and the articles
Senior Manager of Operations
What do you like best about the product?
Different forms of communication / address book.
What do you dislike about the product?
Can't mass email or text users. Phone numbers don't often match with use names
What problems is the product solving and how is that benefiting you?
Live support and follow up with the chat box
One of the best CRM I have worked with
What do you like best about the product?
The ease of access to almost everything in one screen.
What do you dislike about the product?
The layout seems outdated and integrating sell into support
What problems is the product solving and how is that benefiting you?
Allowing one touch access in one main screen helps be very efficient
Smooth operation
What do you like best about the product?
The platform's features such as, intent recognition and real-time language translation have been invaluable in helping us understand our customers' needs and provide them with the right solutions.
Plus from an Administrator perspective, the dashboard is user-friendly and can be learned in no time.
Plus from an Administrator perspective, the dashboard is user-friendly and can be learned in no time.
What do you dislike about the product?
There is nothing to be mentioned. So far, we have a smooth operation!
What problems is the product solving and how is that benefiting you?
Ultimate.AI is helping us to increase our operational efficiency by automating many of the manual and repetitive tasks associated with customer service.
Through the automation of routine tasks, such as the management of basic inquiries or the assignment of requests to the appropriate team member, Ultimate.AI is enabling customer service agents to dedicate their time to more intricate and high-value tasks. This has contributed to the enhancement of our response time and the reduction of wait times for our customers, leading to an increase in overall customer satisfaction levels.
All in all it has allowed us to scale our customer service operations more effectively and reduce costs while maintaining a high level of quality in our support.
Through the automation of routine tasks, such as the management of basic inquiries or the assignment of requests to the appropriate team member, Ultimate.AI is enabling customer service agents to dedicate their time to more intricate and high-value tasks. This has contributed to the enhancement of our response time and the reduction of wait times for our customers, leading to an increase in overall customer satisfaction levels.
All in all it has allowed us to scale our customer service operations more effectively and reduce costs while maintaining a high level of quality in our support.
Efficient and Engaging: A Chatbot that helps customers and agents"
What do you like best about the product?
I had an exceptional experience with ultimatie.ai and its team. The staff was dedicated, friendly, and professional, providing attentive and helpful support throughout my journey. It's clear that they value their customers and go above and beyond to ensure satisfaction.From onboarding to post-launch analysis, ultimate customer success manager is always by your side.
I highly recommend this product to anyone seeking a dedicated service for reasonable prices.
I highly recommend this product to anyone seeking a dedicated service for reasonable prices.
What do you dislike about the product?
There is nothing to criticize. Feedback is taken seriously and acted promptly on it.
What problems is the product solving and how is that benefiting you?
Chat traffic volume, chat reporting and analysis.
Solving main stream customers queries in an automated and high quality level.
Solving main stream customers queries in an automated and high quality level.
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