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Easy to manage tickets
What do you like best about the product?
Zendesk allows you to easily manage tickets and stay organized by client/account and user. It also connects to Salesforce, which is helpful.
What do you dislike about the product?
There could be more automated/templated responses.
What problems is the product solving and how is that benefiting you?
Easier to track interactions, and allocate to teammates.
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good product, needs to be managed.
What do you like best about the product?
Ease of use. plugins, and flex, and popular product.
What do you dislike about the product?
if you're looking for a system that will give you everything out of the box, this isn't it, needs to be masssaged and customized.
What problems is the product solving and how is that benefiting you?
ease of use, tech teams like it.
Excellent customer care and weekly catch ups
What do you like best about the product?
I love how you can make a change and publish it straight away.
Ease use of the platform
Frances is amazing !!! I woud be lost without her !
Ease use of the platform
Frances is amazing !!! I woud be lost without her !
What do you dislike about the product?
Nothing I love ultimate , its the best !
What problems is the product solving and how is that benefiting you?
Its guiding users the our help centre with the answers they need so a ticket is not logged to support
chat bot is great, helpful features are extra & customer service is ironically terrible
What do you like best about the product?
chat bot with pre-loaded questions, canned responses
What do you dislike about the product?
customer service is very cumbersome and unhelpful
What problems is the product solving and how is that benefiting you?
chat bot to filter commonly asked questions
Amazing support
What do you like best about the product?
Our Customer Success Manager at Ultimate is fantastic - very available, interested in our feedback, and very very helpful. We have had lots of support in the implementation which has made the prosess seamless and fun.
What do you dislike about the product?
Nothing in particular, Ultimate Dashboard is an easy and intuitive tool to use.
What problems is the product solving and how is that benefiting you?
Ultimate and the chatbot is helping us reduce the number of chats our agents have to handle, and increase the amount of customers that use our self service tools.
ZenDesk Support
What do you like best about the product?
Easy to keep track of customer support issues for our hundreds of customers. Easily integrates with our other CRM's for seamless support
What do you dislike about the product?
Some of the more in depth featurse can be difficult to learn on the fly.
What problems is the product solving and how is that benefiting you?
Our ability to create support tickets and assign tasks for assisting a customer through a problem or complaint. The ability to update from ticket 'open ' to 'pending' to 'solved" has been beneficial.
Innovative and enhance CX
What do you like best about the product?
intuitive implementation, maintenance, and customization based on your business.
What do you dislike about the product?
Timeline of releasing new features that are prioritiesd by other new features.
What problems is the product solving and how is that benefiting you?
Repetitive questions of customers
A game-changing partnership
What do you like best about the product?
We've been working with Ultimate since January 2023, and it has been a wonderful partnership. There is excellent customer support, a super easy to use front end system, and new features being added all the time.
What do you dislike about the product?
At times - like with every company - there can be the occasional bug or glitch, but this always swiftly dealt with.
What problems is the product solving and how is that benefiting you?
As we have gotten busier, Ultimate has allowed us to deflect a healthy number of queries to the bot in order for customers to self serve. This frees up the time of the agents to deal with more complex and nuanced problems.
Super Flexible Platform that automates and organizes support
What do you like best about the product?
I love how easy it is to create processes and handle customer requests. We were able to set up a very useful workspace mostly off of help articles. Their open API made it super easy to integrate into our software so the support has our brand and feel to it.
What do you dislike about the product?
As they add different solutions for CRM etc, it seems to water down the strength of being a great support platform. The onboarding process included webinars that often times were not on anyone's schedule at Zendesk, so you never knew when you might join an empty meeting.
What problems is the product solving and how is that benefiting you?
Streamlining and organizing support and feature requests, organizing the way that feature requests are fed to Jira to allow the improvements to our app to be reliable, fast, and meaningful.
Useful Automations
What do you like best about the product?
Setting up automations makes using zendesk super quick to go through tickets
What do you dislike about the product?
I wish that there were more AI features like automatically suggesting certain replies
What problems is the product solving and how is that benefiting you?
We are able to answer customer support queries
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