Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Good fast support
What do you like best about the product?
It is quite easy to find the support options and the chat features. This is important as the help desk or articles might not have all the questions we need with the issue.
What do you dislike about the product?
at times, the bot takes too much time to figure out what we actually want and direct our chat to the support team.
What problems is the product solving and how is that benefiting you?
Issues our clients face like not receiving the emails etc are solved with ZD support suite. That is a good thing since these issues are complex but rare.
Ultimate is a great product and team to work with
What do you like best about the product?
The Ultimate team is always ready to support and find solutions to issues. Integration to our customer service system is working well, new features are constantly being developed.
What do you dislike about the product?
The user interface for building dialogues could be more user-friendly. Some occasional issues for instance with buttons.
What problems is the product solving and how is that benefiting you?
Chatbot is efficiently handling high volumes of customer contacts, which would not be possible with human customer service. It is available for our customers 24/7.
one of the best tools out in the market
What do you like best about the product?
Integration among other tools is very easy
What do you dislike about the product?
Reporting functions are not so well, not real-time
What problems is the product solving and how is that benefiting you?
Chat and self service functions are one of the best
Recommendations to others considering the product:
not easy to change, so consider well before deciding
Agent is trying his best to resolve issue.
What do you like best about the product?
Agent can access the account to trouble shoot.
What do you dislike about the product?
nothing really. Although it take a bit longer at the beginning, but that is due to the limitation of access.
What problems is the product solving and how is that benefiting you?
Not able to add user to chat. Then I learnt about how other people in support can taken the seat even not in chat.
Recommendations to others considering the product:
Enable adding an agent to multiple departments at a same time
Great software
What do you like best about the product?
Integrated with all the parts of the business that we required. Altered to suit our needs while being helpful in follow-ups and implementation
What do you dislike about the product?
Not a fan of the chat bot support. When i'm using it it's generally for specific issues that i can't find a solution for through their docs. The chat bot redirects you to those stories which i can understand why.
What problems is the product solving and how is that benefiting you?
Upgrading existing in house ticketing system. We have now introduced to other areas of the business
Good experience with Zendesk
What do you like best about the product?
Great design and user experience. Very functional
What do you dislike about the product?
Unable to reassign tickets within the same group
What problems is the product solving and how is that benefiting you?
Customer contacts. Easy to trace contact history
Complex suite for all your support needs
What do you like best about the product?
The basic support needs are solved in a pretty straightforward way. The suite has tons of options to customize for your needs. The new Agent Workspace is easier to use than the combination of Chat and Support that they used to have.
What do you dislike about the product?
Zendesk is super granular, but it comes with a cost. Not everything is easy to set up. Some functionalities have changed in the last iteration and some features got dropped. The migration guide for the Agent Workspace show some stuff that wasn't actually there when we end up migrating.
What problems is the product solving and how is that benefiting you?
We have many channels for our clients and also many brands. With Zendesk we were able to integrate everything into one tool. The support team can switch between message channels with ease, reducing the time with each ticket.
Recommendations to others considering the product:
Zendesk is a full-on support suite. It's not just a help desk, it's much more and that comes at cost.
Good platform for internal helpdesk
What do you like best about the product?
We are using Zendesk for an internal helpdesk/ticketing system to replace a group email system. Zendesk is relatively simple/straightforward to set up with consulting provided to assist with set up. Quite a few extra bells/whistles if you choose to use them, which we may in the future. They have multiple support options and extensive documentation for all modules.
What do you dislike about the product?
Their chat feature uses Bots - somewhat impersonal, but have to say their bots are pretty efficient, depending on how you type your questions/comments. And they eventually will get a live person on the chat depending on the issue and how the conversation goes.
What problems is the product solving and how is that benefiting you?
The biggest problem Zendesk is helping us resolve is support for our end-users. Currently, we use a group email - inefficient because it requires someone from that group to reply to all so everyone knows who is helping who with what, etc. Searching through emails to see status of an end-user issue can be tedious. Also using a group email doesn't require the end-user to give any context as to what their issue is. We inevitably have to reply back for more clarification. Using Zendesk has the end-user fill out a ticket with specific info to help us help them quicker/easier. Then the ticket is tracked in the system and through emails to the end-user. Overall is MUCH better than a group email.
Great support and helpcenter tool
What do you like best about the product?
The helpcenter helps our customers find the right answers even before getting in touch with our support team.
What do you dislike about the product?
The rich text editor could use the same shortcuts as in Gmail and Google Docs. Inserting a bullet list is quite cumbersome.
What problems is the product solving and how is that benefiting you?
- Reducing hotline load
- Be found through content marketing in our helpcenter
- Be found through content marketing in our helpcenter
Flexible, fast and easy to use.
What do you like best about the product?
I like how easy it is to use, and the simple UI i much appreciated.
Being able to define standard responses is also very helpful and ensures fast responses.
Finally, I like the extensive API that we can use to maintain master data and also display statistics in other systems such as our CRM.
Being able to define standard responses is also very helpful and ensures fast responses.
Finally, I like the extensive API that we can use to maintain master data and also display statistics in other systems such as our CRM.
What do you dislike about the product?
It is quite expensive pr. agent license and the fact that you need to have admin access to use the incremental API is a security nuisance.
What problems is the product solving and how is that benefiting you?
Customer support and care.
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