Zendesk Support Suite Reviews & Product Details

The interface is easy to use, and it's very easy to connect to our e-mail system.

The administrator panel could be easier to use, for example, it's complicated to create some conditions since it does not provide logs.

It really helps us to improve our support ticket system. We have been using a different ticket system, which caused a lot of issues in tracking the requests.

I was able to coordinate with our Business partners and clients without any issue, and the platform is new and extraordinary. The client also has great feedback on the product as well.

None. The Product or Zendesk Support Suite works well with our tools and business.

Most of our Travel concerns like coordinating with Hotel platforms and Airlines.

The fact that we can have email, phone, chat and (soon) messaging support all in one tool. We don't have to outsource different channels to different tools.

lack of customization for some aspects of tools (talk status, for example). would like to see more drag and drop customization

bringing chat into the main desktop for support instead of a separate window - will help keep support operations streamlined

What I like the most about having commercial ties with Zendesk is the assistance, the support and the clarity of their processes. According to experience, the response of competitors is not as agile, and the support service is slow and less efficient.

What I didn't like is that due to the continuous changes in Meta's applications, processes have to be reevaluated and everything has to be rethought in a reactive way.

Whenever a conuslta is made, the team is always available to solve it and to do it in the shortest possible time and with all possible speed. It helps us to have an agile and timely response with our final customer, which translates into satisfaction with the service.

Dealing with the same agent for your query Friendliness of the agent Continuous updates Advising next steps to try and confirm if the issue has been resolved

So far, there is nothing that I do not like about Zendesk support. I had a good experience

Blocked call. I couldn't make any outbound calls to a specific number. The issue has been resolved, and I can now contact the number.

Zendesk is used to manage customer-reported tickets, it serves as the connection between our customers and our support team and allows for internal collaboration that is both customer-facing and internal or private.

Sometimes, responding to an email is logged as an internal comment when it is meant to be customer-facing. When merging tickets the default behavior is to make them a public comment.

We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. Zendesk is a great tool to helping us achieve and maintain these goals.

Zen Desk is the best way to support your users/clients/customers. Its so efficient and allows you to pull data and analytics from everywhere.

Nothing so far, its been great. Its very user friendly and customizable.

It is assisting us with helping our users solve issues that they are facing.

Zendesk is very user-friendly and super intricate when it comes to detailing our customer/clients profiles and concerns. Zendesk will also guide you along the way by giving hints.

I think the only downside we've encountered while using Zendesk is whenever there's a system update/upgrade that halts or delays our transaction during the said scheduled maintenance.

Regarding maintenance or scheduled update/upgrade, Zendesk could have the option of downloading the update and installing it from the end-user on their most convenient time.

My favorite thing about Zendesk is the ability to set up macros that streamline our processes. Being able to have answers written out that efficiently answer user's questions really allows our Support Team to move quickly while also providing a great experience for our users.

There isn't much I dislike about Zendesk, but one of the challenging bits is that we aren't able to grab information about a user's computer / web URL when they write in via the chat, meaning we have to have an additional email touch with them to gather that info.

Zendesk solves a lot of our automation problems -- my company has a very small Support Team, which means every minute counts. Having triggers, automations, and macros set up means our team has to work less for each individual ticket.

Enjoy the customizations of using Zendesk, very robust!

We've noticed some issues on our customer replies to tickets not reaching customers at times, could be a user error but that would be our biggest pain point

Ticket organization and an overview of reporting for satisfaction and TTFR

Zendesk has the most robust support system, I find the self-service knowledge center very helpful. I also love the speed of responsiveness the support agents have.

The new update where all live chats and messaging tickets submit on the same section of the CRM. If it's as it was, It enables agents to navigate chats better.

Managing customer relationships and ensuring a 360-degree view of all interactions.

Usually, they are very fast with their responses and very clear in their communication.

I have no issues with the support service; however, I dislike Zendesk making changes without notifying its users.

We have many brands/channels in our Zendesk; customizing each and having them not interfere with each other can be very tricky. Zendesk has a lot of moving parts and even though I consider myself an "expert" in Zendesk, I still need to reach out to Zendesk Support from time to time and they always get to the root of the issue.

Zendesk makes communicating with our customers easy and easy to track. The UX is better than I've found with other, similar programs. It is easy to store customer data, keep internal notes, and track tickets. The triggers and automations are a breeze and make the job of a small team much easier.

One of the downsides for smaller teams is that some of the best features of Zendesk are for plans priced and built for larger teams. It would be great if that could be more accessible.

Keeping track of customer inquiries, using macros to ensure everyone on the team can answer questions well, and using the knowledge base internally as additional staff support.

There is a massive array of tools to use with Zendesk support There is also great reporting and transparency with other agents and how you perform alongside them

I dislike very little in this tool, it is a great away to handle incoming queries and it also supports it's intergrations very well

The majority of our inbound queries come through zendesk; they can range from admin level to member level queries, We can use tags and automation to differentiate between the two

It's customizable and tracks our issues.

Explore can be tricky to navigate. other

We are able to easily track technical support issues and pass the information to our Devs quickly.

i like how is it easy to use and pefrect for customer feedback and relations

sometimes it have bugs or it get slow , or the instant chat get laggy

customer complaints and relations , feedbacks about our services

I like that I was able to resolve my query via chat instantly instead of waiting for a response via an email

No issues, the option to resolve via chat is always best

We use Zendesk ticketing system to communicate with our clients. Now that I understand the issue I raised and how to resolve it going forward, we can communicate better with our clients

Reports of insights are very helpful, especially when presenting to clients

Latency sometimes when it comes to answering phones

n/a

Zendesk allows your team to create a highly customizable and rapidly scalable support solution. We love it. My colleague and I took on the daunting task of bettering the flow of tickets and phone support at our medium-sized business. Zendesk's automation (the triggers, macros, etc.) allowed us to offload so many decision points in the flow to the user without overwhelming them. We used conditionals on our forms to automate a 'living' form that adapts to the ticket the user is trying to submit. Too, we're able to take the automation and fields we've created for one form and seamlessly apply it to another. We've gone from a confused user base to one that needs only one directive: "Put all support requests in the Zendesk form. Call if there's an emergency." Then Zendesk gets each request to the support engineers as required. Zendesk is alleviating frustration from our users and is giving our IT Team time to tackle bigger projects that will launch our company into the future.

There are just a few tool features that could yet be improved in Zendesk. To be quite honest, from what I've seen thus far, I fully expect those improvements to be coming already. We're talking about very simple items like not being able to program a very specific function on a very specific automation element. Beyond this, we're so grateful for the time Zendesk has given us back that everything else pales. We love it.

Zendesk is taking the ambiguity our of our user support requests/ticketing. We had a confused user base that didn't know where to submit a ticket - phone this person, phone that one, email here, email there - but after we took the time to set up a couple of Zendesk forms, we can tell everyone, "Put all support requests in the Zendesk form. Call if there's an emergency." This has given our Director of Information Systems and our lead Support Engineers an immense amount of time back. They no longer spend several emails back and forth diagnosing an issue before ever getting it to the required party. Also, our users are less hesitant to reach out for help.

The quick responses and easy access to the information.

Nothing that I can say bad about it. It is a great platform

Let's us communicate with our customers and help troubleshoot their problems.