Zendesk Suite
ZendeskExternal reviews
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Impossible not to love Zendesk!
What do you like best about the product?
The best part of Zendesk is that there is a centralized system for answering customer requests and there is a ticket number assigned to each request which makes it super easy to keep track of who has been helped and who has not. I also like that it provides you with an option to "tag" requests and make rules so that it can get sent to the appropriate support member and the appropriate department.
What do you dislike about the product?
There is a lot of training involved with Zendesk for employees that have never used it before. There is also a pretty complicated and detailed process for implementing it in the first place. However, in my experience, Zendesk has always been very helpful and able to fix any problems that arise. Probably because they have a great system for their support management ;-)
What problems is the product solving and how is that benefiting you?
Anyone who has ever been in customer service knows that when several emails come in and several customers email you several times, it can get messy and your inbox gets cluttered which leads to lost messages and no response to customer emails. That is one of the worst things that can happen in this day and age. So, we implemented Zendesk and since we have not had any problems - customer satisfaction is through the roof! My personal theory is that this is because customers get a "receipt" and a ticket number when sending in a support message, and that makes them feel as if they don't have to worry about their message getting lost or if it was ever sent at all.
Recommendations to others considering the product:
I recommend looking at how your company handles customer service requests and then looking at the volume and whether there is a way to refine your CRM and talk to your coworkers or employees and listen to their experiences. Then look at Zendesk Support and see if these needs can be met with Zendesk Support.
Seamless Integration
What do you like best about the product?
What I like most about Zendesk is that it makes it easier for customers to get the help they need, but it also makes it easier for the company to help them. The platform is great at compiling customer questions, and having one continent place to view everything.
What do you dislike about the product?
My only dislike is that to my knowledge Instagram is not covered in the support suite (or at least was not last time I checked), but no major dislikes!
What problems is the product solving and how is that benefiting you?
With Zendesk my company tried to streamline or customer support. Before, we would answer a customer's question on multiple platforms and it became very repetitive. This has allowed us to make these FAQs more accessible, and has freed up our time to help customers with more unique issues.
zendesk is getting better
What do you like best about the product?
great interface! its easy to use and good calling/ emailing features. i have the ability to have multiple inboxes at once. good customer service and i can customize the tools to what best fits needs of the business. communication/tasks/ data access is great!
What do you dislike about the product?
does not easily integrate with some apps/software. it can get a bit pricey. its freezes quite a bit. i don't really like how a ticket can be reopens with a response to a ticket. it can be a bit irritating when there's other tickets that need to be worked on .
What problems is the product solving and how is that benefiting you?
we use it for submitting tickets to IT. it provides more options that i have seen with other software when submitting a ticket.
Recommendations to others considering the product:
i would recommend to play around and explore with it a bit. provide general details on the simpler things if agents are new to the program.
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+
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