Video Reviews
Good Tool for customer service
Zendesk Support Suite Review
Convenient and easy to use chat tool. Great for connecting with customers!
6,150 Zendesk Support Suite Reviews
Overall Review Sentiment for Zendesk Support Suite
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Forwarder for Zendesk can be a useful tool for businesses that need to share ticket information with external parties. By automating the forwarding process and providing configurable rules, the app can save time and help you maintain control over your ticket data. Review collected by and hosted on G2.com.
the cost of the app may be a consideration for some organizations. While Forwarder for Zendesk offers a free trial, ongoing use of the app requires a subscription. Depending on your organization's budget and the volume of tickets that you need to forward, the cost of the app may be a significant factor in your decision to use it. Review collected by and hosted on G2.com.
Our account rep is super helpful and is always going above and beyond! Review collected by and hosted on G2.com.
It sometimes can be hard to navigate when trying to find an answer on my own Review collected by and hosted on G2.com.
It is a beneficial and time-saver as it allows the user to manage the emails professionally. It will enable you to categorize the emails based on filters and provide Macros with a ready-made reply to enhance the quality of customer service and support different languages. Review collected by and hosted on G2.com.
the lack of text modifications like choosing the color ,etc. Review collected by and hosted on G2.com.
Having one place where emails, calls and more can be documented in real time to quickly assist the customer as well as my coworkers. Review collected by and hosted on G2.com.
Integration with applications. We also use Aircall and it's not as simple as I'd prefer. Review collected by and hosted on G2.com.
The macro-functions
The automations
The Triggers that are especially nice to use. Review collected by and hosted on G2.com.
Handling of team members could be easier
An easy way to export the data from the basic report included in zendesk. Review collected by and hosted on G2.com.
When it first came out, it was an attractive and easy way to affordably deliver great support. We used it for a decade or more for customer service. The ux was pleasurably simple and intuitive and the pricing and features were easy to understand and matched common needs. Review collected by and hosted on G2.com.
Over time pricing became more and more complex and expensive. Multiple plans, sometimes with even the same names like "Enterprise" or "Pro" would only get you part of what you needed. We added zen sales to handle basic CRM needs and things only got worse.
The amount of data sharing between these two apps was pretty limited unless you got everyone seats for both.
The plan we had at zen sales limited our concurrent sequences to 50, but when we hit that no notification was ever sent to us to upgrade. It just stopped sending emails to leads.
When we paid to upgrade to the next plan (pretty expensive at $99/user/mo) they took our money but didn't actually up the 50 limit to the 300 promised.
We opened multiple support tickets and waited weeks to get it resolved, but they never could. It would be days between responses from zen, and then they'd just want us to re-enable remote admin access so they could look again (because it had timed out.)
There's no phone to call. We even opened a sales ticket to try to get noticed.
In the end we just moved support to Jira using JSD, and we went with Pipedrive for CRM as it costs a lot less and does a lot more.
We enjoyed you for a decade zen, but for a company that sells a support product - that was miserable. Review collected by and hosted on G2.com.
I love it when programs are intuitive, and this is definitely the case here. Everything is logically structured. We were able to quickly integrate Ultimate into the rest of our environment and it helps us be there for our customers even longer and faster. It is an absolute asset for our company. Review collected by and hosted on G2.com.
At the moment I can't find anything negative to say about using Ultimate. I´m very satisfied with everything. Review collected by and hosted on G2.com.
It gives you the freedom and tools to develop a structure in your customer support channels while maintaining flexibility to adapt to your needs. Evaluations of competitors have shown a higher degree of personalisation.
Support truly works their way up to the solution of bugs found. Review collected by and hosted on G2.com.
Research doesn't work wonderfully:
- shows you all the results, but the preview is the first line of the conversation, not the specific line where the keyword is found
- if you search for a specific tag with the operator "*" at the end and then order for a particular column, the operator "*" is lost (now SOLVED by issuing a ticket to the support)
Other points:
- if the ticketing system is in CC and not in TO, the message is shown as if it was sent to the ticketing
- the architecture of what happens when an agent is in CC with its email is somewhat complicated or unclear, sometimes generating unwanted extra notifications or lack of notifications
- when proactively creating a ticket to answer a call, for example, the first message never goes out, need to remember to provide a first update on the message Review collected by and hosted on G2.com.
A great option to keep our Customer sample requests organized. Tools are great and we hace a number of ootions to personalize certain apsects of our Customer interactions Review collected by and hosted on G2.com.
The Only thing I find a bit difficil in the control options It has a lot if options andnote very user frendly for a normal person (not a techo person) also you can Only Select 100 tickets at a Time would like to Select more Review collected by and hosted on G2.com.
