Zendesk Suite
ZendeskExternal reviews
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Ease of Use
What do you like best about the product?
The legibility and responsiveness of the ticketing system.
What do you dislike about the product?
How clients were organized. The need for plugins to do more advanced features.
What problems is the product solving and how is that benefiting you?
This was the first ticketing system we used for our Helpdesk and was great till we out grew it.
Easy to manage, great communication available
What do you like best about the product?
Easy to filter, tagging of other members
What do you dislike about the product?
There are several features I don't use so I have to make sure to not get confused with where to put notes.
What problems is the product solving and how is that benefiting you?
We are utilizing Zendesk to coordinate our technicians with a partner company. It is simple to coordinate and get notes and history and transfer our business findings to Zendesk for our partners to see and utilize.
Recommendations to others considering the product:
Zendesk is a super helpful platform for communicating with teams and requesting all types of information.
Very solid "build it yourself" support system
What do you like best about the product?
I think that Zen Desk has made creating general support functionality very simple. It's easy to create Triggers (for routing, automatic replies, etc.) and doesn't take a ton of work to implement other than testing the flow by creating tickets. Additionally Macros help create easy answers and replies for your tickets and for your support teams to use. Additionally, you can use a Macro to assign ticket values when replying making this a one touch reply for your more common issues and known solutions. All and all agent management is a breeze and assigning groups is fairly straight forward.
What do you dislike about the product?
One of the problems that Zen Desk Support has is that in order to be able to see tickets that are in any group, agents seemingly need to be in that group. For example, Tier 1 may escalate a ticket up to Tier 2. But if a Tier 1 agent is also not a part of the Tier 2 group, they won't be able to see the ticket. This also gets confusing if you have multiple teams for the same product lines - say a services division with a traditional support team as well. This also creates issues when giving too many views to an individual.
Views are the different ways to see tickets - tickets open at a certain group, tickets that are open with an individual, tickets that may have been recently closed. As you assign these views out to groups like your Tier 1 and Tier 2, it can be a lot of views in the Views area which can clutter things up and make that a little hard to navigate. This gets even more cluttered when you are an admin and can see all the views.
One other thing that we found frustrating with groups as well is assignment. You may have an agent that is in a Tier 1 group and a Tier 2 group. What can happen is the individual agent can be assigned tickets at any of those groups. One thing that we saw out of the gate is tickets that needed to go to our escalation groups get assigned to that user at a Tier 1 level just through accidental means. The assignment can be a little tricky but just needs a little more attention by the staff member. Ultimately, this should be something Zen Desk reviews for improvement in the future.
Views are the different ways to see tickets - tickets open at a certain group, tickets that are open with an individual, tickets that may have been recently closed. As you assign these views out to groups like your Tier 1 and Tier 2, it can be a lot of views in the Views area which can clutter things up and make that a little hard to navigate. This gets even more cluttered when you are an admin and can see all the views.
One other thing that we found frustrating with groups as well is assignment. You may have an agent that is in a Tier 1 group and a Tier 2 group. What can happen is the individual agent can be assigned tickets at any of those groups. One thing that we saw out of the gate is tickets that needed to go to our escalation groups get assigned to that user at a Tier 1 level just through accidental means. The assignment can be a little tricky but just needs a little more attention by the staff member. Ultimately, this should be something Zen Desk reviews for improvement in the future.
What problems is the product solving and how is that benefiting you?
We are having major success in handling our ticket volume through Zen Desk. There are other CRMs out there with better features but again, Zen Desk makes the process of handling tickets for support personnel easy. That is the core part of their job - how easily can I document this, how easily can I get replies back to the customer without a ton of customer look up steps, and so on.
The other benefit that you see with Zen Desk Support is how easily it connects to the other features that Zen Desk offers - whether that is Explore for your stats needs, Guide for knowledge base content, it's easy steps to get to these and pull data, manage articles and so on. That is not something you always see out there in support ticketing solutions.
The other benefit that you see with Zen Desk Support is how easily it connects to the other features that Zen Desk offers - whether that is Explore for your stats needs, Guide for knowledge base content, it's easy steps to get to these and pull data, manage articles and so on. That is not something you always see out there in support ticketing solutions.
Recommendations to others considering the product:
Do you research on what you need and make sure that you get the right level of Zendesk Support or any Zendesk Feature. There is a different between the tiers and if you need something, you should go to that next tier.
Successful partnership
What do you like best about the product?
Ultimate technical professionalism and helpfull attitude has been driving force to successful end customer implementations in past years. It has been a privilege to work together and drive more value for customers
What do you dislike about the product?
Young company and fast growth is allways hard and sometime might lack some resourses, but it comes along with scalability.
What problems is the product solving and how is that benefiting you?
Automated customer service trough chatbot. Authentication and routing further in customer service process. Also generating 24/7 sales leads.
Good product, service and agile way to work together with customers!
What do you like best about the product?
I have work together with Ultimate AI teams and owners from 2017 and we have got good results together, thanks for customer centric way to work and superb technology & service.
What do you dislike about the product?
Can't say anything that I would dislike.
What problems is the product solving and how is that benefiting you?
Together we have solved many different challenges which have related e.g. need to converting voice/email/chat/f2f/social contacts to Chatbot AI contacts and by doing this reduce contact cost to organisation.
Good chat bot solution
What do you like best about the product?
he dashboard is easy to handle and you can customize and adapt your dialogs quickly. The support of Ultimate.ai is amazing because they are always reachable and provide us with suggestions for optimizations.
What do you dislike about the product?
However it must be mentioned that it is a huge effort to phrase and maintain expressions for each contact reason. Ultimate.ai supports you but most of the work need to be done by yourself.
What problems is the product solving and how is that benefiting you?
We are still in a test phase (and therefore only answer standard requests) but the bot has been performing very good since the first day.
Recommendations to others considering the product:
We have been working with Ultimate.ai since end of 2019.
We are still in a test phase (and therefore only answer standard requests) but the bot has been performing very good since the first day.
The dashboard is easy to handle and you can customize and adapt your dialogs quickly. The support of Ultimate.ai is amazing because they are always reachable and provide us with suggestions for optimizations.
However it must be mentioned that it is a huge effort to phrase and maintain expressions for each contact reason. Ultimate.ai supports you but most of the work need to be done by yourself.
We are looking forward to integrating our chat bot into further onlineshops and an ongoing great cooperation with Ultimate.ai!
We are still in a test phase (and therefore only answer standard requests) but the bot has been performing very good since the first day.
The dashboard is easy to handle and you can customize and adapt your dialogs quickly. The support of Ultimate.ai is amazing because they are always reachable and provide us with suggestions for optimizations.
However it must be mentioned that it is a huge effort to phrase and maintain expressions for each contact reason. Ultimate.ai supports you but most of the work need to be done by yourself.
We are looking forward to integrating our chat bot into further onlineshops and an ongoing great cooperation with Ultimate.ai!
Zendesk - The most Zen like experience at your desk
What do you like best about the product?
The ability to receive all of your customers inquiries in one spot. Whether you are using one platform or multiple platforms you can centralize all of your client correspondence.
What do you dislike about the product?
If you are not on top of all of your correspondences it can get a little messy in there.
What problems is the product solving and how is that benefiting you?
We have heavy client contact whether they are reporting damaged goods or just inquiring in the purchase of a new product. Zendesk allows for us to receive all of our messages in location giving us the ability to address all questions in a timely manner.
Chatbot as being part of our customer service
What do you like best about the product?
Collaboration has worked well and we have got great support from Ultimate.ai during our ongoing chatbot journey. Dashboard is easy to use and Ultimate has the capability to perceive our needs from our industry's perspective.
What do you dislike about the product?
Following and reporting the performance of chatbot requires manual work. In addition, would be useful to have a closer look at the performance of certain intent and validate if the performance has improved after changes made in the content. Also, few small details that could be enhanced e.g. exporting the content.
What problems is the product solving and how is that benefiting you?
Making chatbot as part of our customer service. Trying to improve the performance of chatbot so that customer service agents can concentrate on serving customers with more complicate issues.
Good chatbot solution
What do you like best about the product?
The software interface is intuitive and clear. It is easy to train the bot and update bot replies.
I especially like the analytics part for the chatbot. We can analyze the chat conversations and understand what information our customers are looking for. This helps us to understand our customers' needs better and what we should improve on our site.
Ultimate's team is working closely with us and we are in contact every week. That's very good that we get help and ideas from them.
I especially like the analytics part for the chatbot. We can analyze the chat conversations and understand what information our customers are looking for. This helps us to understand our customers' needs better and what we should improve on our site.
Ultimate's team is working closely with us and we are in contact every week. That's very good that we get help and ideas from them.
What do you dislike about the product?
There should be better filtering options when I want to analyze AI bot and suggestion tool separately.
In addition, the dialog builder could be more user-friendly (small editor window and no copying options at the moment). Luckily, Ultimate is improving the software all the time and surely these will be improved in the future.
In addition, the dialog builder could be more user-friendly (small editor window and no copying options at the moment). Luckily, Ultimate is improving the software all the time and surely these will be improved in the future.
What problems is the product solving and how is that benefiting you?
Our chatbot helps to decrease the queue to our customer service.
In addition, we can direct customers directly to the right website or read instructions. This way, they can find help faster on our site.
In addition, we can direct customers directly to the right website or read instructions. This way, they can find help faster on our site.
Great utility for enhancing the chat experience
What do you like best about the product?
Good support and helpful advice from professionals
What do you dislike about the product?
Managing the data over time can be complicated, as changes have to be made manually one by one
What problems is the product solving and how is that benefiting you?
Chat response times and multitasking during chats
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