Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Very attentive support and well outlined onboarding. Intent recognition quite impressive
What do you like best about the product?
Whenever we need advice, we receive very helpful support in our Slack. The onboarding was quite extensive and setting up custom API integration was great because we got in touch with the engineers.
What do you dislike about the product?
Not everything we learned is accessible in the help centre, and the custom API integration seems quite unfinished still. For example, error logs for the integration would be helpful, including request payloads.
What problems is the product solving and how is that benefiting you?
Customer routing on our chat live channel. Also provide better self-service options for customers that can provide data-driven insights into their support queries.
Highly capable CHAT AI
What do you like best about the product?
It is the third-party service that handles chatbots.
What do you dislike about the product?
I don't have any such dislikes as Product from Ultimate is efficient.
What problems is the product solving and how is that benefiting you?
Chatbots are reducing the number of agents those who need to address the customer problems
Ultimate virtual assistant
What do you like best about the product?
Ultimate offers businesses a multilingual aspect for different end users
What do you dislike about the product?
Ultimate would benefit by having a bigger presence in event in EMEA
What problems is the product solving and how is that benefiting you?
Smart routing and ticket deflection are one of the common requests we come across and Ultimate takes care of them.
I got the answer I needed!
What do you like best about the product?
I received an immediate (automated) response with a suggested answer.
After reaching out to clarify my question, a support team member provided updated information right away.
The specific feature I inquired about was not yet available, but on the current road map for this year.
After reaching out to clarify my question, a support team member provided updated information right away.
The specific feature I inquired about was not yet available, but on the current road map for this year.
What do you dislike about the product?
Nothing so far. I am pleased with my experience.
What problems is the product solving and how is that benefiting you?
Helping our support team to manage our customer requests for historical archiving and search reference.
We are able to easily access previous tickets to find both related and unrelated issues.
We are able to easily access previous tickets to find both related and unrelated issues.
Its was a good system, but something were tooo rudimentary and hard to learn for the new agents
What do you like best about the product?
That a lot of the information was there, you just needed to click on the tabs to find it, also it was more like a emailing system, not too like a facebook chat
What do you dislike about the product?
that sometimes the macros didn't work well or appear cut off, but I guess that was something that our company had to fix at the time, that is why sometimes was slow
What problems is the product solving and how is that benefiting you?
It was solving our research of information about the customers that enter our customer service program, and that way we could reply in a more personal way to make them feel better
Zendesk Support Assistance
What do you like best about the product?
It's easy to monitor client concerns and create SOPs via using the task list at the same time.
What do you dislike about the product?
The rule around suspended tickets which limits some of the things that we want to do.
What problems is the product solving and how is that benefiting you?
Catering to client concerns via email, chat, and call.
Zendesk is the quintessential CRM support application
What do you like best about the product?
Good order and routing of requests for our agents and consumers.
What do you dislike about the product?
We cannot create some automation as required for our existing workflow.
What problems is the product solving and how is that benefiting you?
We cannot create Explore reports for the individual who is presently viewing the report.
This is important for self-reporting which we use daily.
This is important for self-reporting which we use daily.
Issue Solved!
What do you like best about the product?
The person I worked with was able to validate what I expected the solution to be. There are still a few minor issues, but I was able to open a new request easily and hope to hear back soon!
What do you dislike about the product?
I may be a little spoiled with live chat support. I do wish that we were able to get a faster response than 24 hours when contacting via Zendesk's chat widget, but as someone who works in support, I understand. The redeeming factor is that it only took 2-ish days to get the initial issue resolved to satisfaction.
I also struggle with the email notification one receives after an agent responds. I have issues with logging in using my Zendesk credentials, and because I had two separate requests in the widget did not show the more recently submitted one. I haven't gone in to rectify yet, but will soon.
I also struggle with the email notification one receives after an agent responds. I have issues with logging in using my Zendesk credentials, and because I had two separate requests in the widget did not show the more recently submitted one. I haven't gone in to rectify yet, but will soon.
What problems is the product solving and how is that benefiting you?
We have two teams that create outgoing tickets and needed the From email addresses to differ, as these tickets go out to different categories of end users. I found an add-on in the Marketplace that would kind of do what we needed but reached out to confirm if that was the best route to take or see if there was a different way.
ZenDesk helps us achieve organized communication with our customers.
What do you like best about the product?
Integrations such as Slack and Jira. Ability to make private comments/notes on tickets. Tagging.
What do you dislike about the product?
Not being able to re-open the same ticket or lack of historical content on the customer-facing side if we open a follow-up ticket.
What problems is the product solving and how is that benefiting you?
Troubleshooting, customer communication, tracking product feature requests and bugs.
Zendesk Review
What do you like best about the product?
I like that Zendesk continues to improve their product. I have been using Zendesk for three years now and have seen how they are focused on building a system for fluid workflows.
What do you dislike about the product?
The settings page is a bit clunky. System admin settings one place and their isn't a good internal guide while you try to build out the design that works for you. All the settings for their products should live in one place or at least have a way of easily navigating to each product's settings.
What problems is the product solving and how is that benefiting you?
The problem it is solving for us is customer self-serve options. By implementing AnswerBot we have been able to get Guide articles to our customers without ever needing an agent to create a ticket. The flexible options of customer service channels in one product makes this system easier to use.
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