Zendesk Support Suite Reviews & Product Details

Ease of use, view of all my tickets in one screen, ability to create different views, automating tasks, self-help

It's hard to know what can be automated. More organized self-help section.

Allows us to respond quickly and surface enterprise-wide incidents, automating repetitive tasks

Access to a large suite of helpful tools and insight features with awesome customer service when needed. Zendesk allows our customer service agents to converse with our client base easily and efficiently.

The Zendesk Help center and forums tools are not as robust as we would like. They are missing features and customization options that we feel would need in order to achieve our goals.

Great customer service tools that ensures our customer support team is listening to our client base by monitoring statistical data in order to adjust our benchmarks.

Easy, intuitive program that works with many integrations and apps

It is not possible to get desktop notifications for email tickets received

Allowing me to connect with all teams through integrations and separate view inboxes

The formatting style. It has built in modification tools. It organized the text very well Very nice UI

Kindly add more emojis. It lags sometimes

Users account-related queries. Providing the best customer service

Almost everything you want from a support chat app. Inline articles were the most useful.

I was not able to paste an image from my clipboard

Zendesk Support Suite helped me quickly and efficiently solve an issue I was having with Zendesk and let me get on with my day.

The talk feature adds the ability for the agents to take calls and make tickets from calls.

the ability to rotate schedules within talk for our on-call rotation is not there, so we had to think of a workaround to get it done.

Calls not coming through and adding emails to support incidents. They were quick to address the issue and followed up even after the incident was fixed.

Zendesk Support Suite was able to resolve an issue

None so far, but will evaluate further in due time

Zendesk Support Suite is assisting with understanding new functionalities and gathering feedback for improvement

Link that support sent was broken but showed the way so could reach what i need. Robot and search engine.

There is nothing that ı dislike about support.

Now ı applied a job suits me

very speedy and quick, gave me the details i needed

They didn't get a 10 as they needed to give me links to my answers, instead of straight-up answers, but all is well

how to minimize the amount of unnecessary email notifications from tickets, which will ultimately help me find direct customer emails not from tickets easier

Triggers, automations, views, ticket fields, groups, they are all very useful

Workspace, I cannot test it in a sandbox

I can filter an prioritize the most important messages

It is very easy to use and keeps track of all communication and tracking KPI's/SLA's.

The reporting is a bit difficult to understand how to use and to adapt to reports needed

Standardised service and tracking of all requests

Ease of use & triggers/automations & Zendesk support chat

Admin Dashboard is a bit confusing with items buried...difficult to find!

Quick interactions with customers using Triggers/Automations have made their CX better, leading to more sales.

I like the chatbot creator. The chatbot is very easy to configure and also easy to upload.

Sometimes our chats get a slight lag. So our customers doesn't receive chats.

We have realized meany automations from Zendessk that helps our business

Integrated with all the parts of the business that we required. Altered to suit our needs while being helpful in follow-ups and implementation

Not a fan of the chat bot support. When i'm using it it's generally for specific issues that i can't find a solution for through their docs. The chat bot redirects you to those stories which i can understand why.

Upgrading existing in house ticketing system. We have now introduced to other areas of the business

Screen recording capabilities when chatting with their support team.

Multiple hours between responses, despite sending during work hours.

I had questions about the functionality of the Zendesk upgrades, and the support team clarified them and ensured I had a next step in motion.

The agent was fast to answer me and the problem was solved

Nothing in particular, i received an email as expected

Trying to have smart tickets and conversation for IT support

Easy to use very configurable works well with the team to collab

settings are not the easiest to find being split between the individual sections and the main admin settings

Keeping consistent tickets and reporting

Zendesk is a pretty easy tool to use from agents' and customers' perspectives. Reporting tool "Explore" is a great thing to build reports and customized data in the required way.

There are a few things that can be improved. 1st - Transferring articles between different brands is a tool your multibranding customers would really need. It is not convenient to copy-paste, especially when you have hundreds of articles 2nd - Sometimes UI is not ok. Some sections are overlapping each other

We are solving the main problems - way to contact the company with the ticket and get the assistance, creating helpfully content for the users tracking statistics and creating custom reports for their own needs. The main benefit is the ability to customize tools for your needs and make the required setting to improve the efficiency.

La suite est complète : la partie ticketing avec Zendesk Support permet d'organiser le worflow de traitement très simplement pour permettre de coordonner l'ensemble des membres du service client. La partie reporting avec Zendesk Explore est très puissante pour toujours avoir un oeil et améliorer notre activité.

Le centre d'aide de Zendesk pour aller rechercher de l'information est très riche, mais il est parfois très compliqué de tomber sur le bon article ce qui peu parfois rendre les recherches fastidieuse lorsqu'on a besoin d'aide.

Tout type de problème que rencontre un client qui dépose un dossier en ligne sur notre activité : des problèmes métier aux problèmes techniques. Nous avons maintenant la possiblité de mieux apprendre de nos clients.

My favorite thing about Zendesk is how easy it is to get new agents started and learn the basics.

The reporting functionality isn't as user-friendly as I would like. It would be great if we could use other tools in our tech stack to build out custom reports.

Zendesk allows us to create efficient workflows for our teams, manage our help center, and provide more timely responses to our customers.