Zendesk Support Suite Reviews & Product Details

We can integrate it with social media platforms to respond quickly.

Their support isn't as good as it used to be once upon a time

Handling chats and interaction from social media platforms like Facebook and Twitter

Zendesk is a great tcicketing system for any software or ecommerce business. I have used zendesk at carious organozations and loved the overall UI. Best feature is ability to escalate issues smoothly.

I think there are couple of alternatives in the market that have a reall Good UI and much more supported featurs. Customer service can get better. It used to be very good before but overtime it's gone down.

We have integated Zendesk with other solutions to cater to other parts of our business and it seems to work perfectly fine. It's helping my team solve the support tocket much efficiently.

There are so many customisation options to explore - triggers, automations, macros. If there's an idea you'd like to pursue, it's probably possible in zendesk. They're support is pretty good and if you think otherwise, check the knowledge base or community forum. So many resources!

In some cases there's so much data, the page loads pretty slow. Additionally, some configurations are not obvious and require some digging. I'd like to have a better segregation option for dynamic content.

Cross-company cooperation - we're able to share the same fields with our partners and cooperate smoothly. Zendesk works well with automation softwares, it makes it so much easier! Cross platform collab - with jira, slack, etc. Plenty of ways to customise and automate your way of work.

The ticketing format and overall cohesiveness of the platform are bar none of the best out there. Our team went from working out of a single sales email address to this glorious multifaceted workspace that can be customized to each agent's needs and preferences (for the most part) and the integration it has with our storefront provider, Shopify, is phenomenal. But my absolute favorite part of it all is the ability to create a truly robust Help Center. We just recently updated ours to be available in Japanese which is our fourth largest customer base other than the UK and Canada. English to Japanese is a huge leap, but being able to use dynamic content to contextually provide translation has been fantastic. Zendesk has been a dream to learn and implement and the ease of doing so cannot be understated.

The inability to cycle through ticket tabs with a keyboard shortcut and the inability to rearrange those tabs by clicking and dragging is frustrating for all members of our team. Also, not having a built dark mode is annoying. There are paid extensions to work specifically with Zendesk, but in this day and age, you would hope for the option to be included for free by default. You can use browser extensions and Opera offers the option to force dark mode on webpages, but I'd rather it just be offered through Zendesk to begin with.

We used to work out of a single email account and one of the biggest issues was customers sending multiple emails, or responding to their first one which would push their email thread to the top of the inbox, which we worked backward through. Switching to the ticketing format has enabled us to track everything and keep everything to a much, much higher degree. We are also able to see and understand the context of every interaction much more easily.

Reps are very knowledgeable and courteous, they were patient with me and stuck with me until resolution.

It took awhile to get them to understand the issue and at times took a long time to get a reply.

Keeping track of issues, zendesk does great with auto replies, organizing my work and keeping me on my toes.

Massive and stable features Agents Interface Truly an omnichannel Integrations. Integrations. Integrations Flexibility and Dynamic tool Relative Ease in Setup Superior Whatsapp Integration

Sometimes Support takes longer times to respond to issues that might be a showstopper for business Very Expensive Plans Brands management (If not on Enterprise) Chatbot is very limited

I am using Zendesk across 3 literal brands under the same company. Over 250 live agents. Zendesk covers all needs from Customer Complains, Inquiry, Sales, Aftersales, Tech Support, and much more

The admin portal is laid out to be easy enough to find the area you need to meet a business requirement

Sometimes settings can be redundant and finding the right steps to accomplish a request can take you down a rabbit hole trying to find the right documentation from zendesk.

Allows us to manage incoming requests from different channels and implement metrics on these requests quite easily.

The views and Notifications are good, support is good

The range of developement is not good, reporting options are very less

It helped my team to provide support to end user based on email, chat and other options

- Support agents can be onboarded within minutes of signing up to the platform. - Startup of any size can use Zendesk as their support software - Reporting and analytics that directly contributes to the retention rate.

- Pricing, it's expensive for smaller startups with no revenue to use the startups from day one. - Other competitors like Freshworks, and Salesforce comes with a suite of products to stay in the ecosystem, and Zendesk was late to that adoption.

-Scaling customer support team, and have multi-channel access to customer enquires in one platform. - Multi-Language support is crucial for global companies is managed seamlessly.

Zendesk Support Suite is a complete tool for customer support. The integration of the chat and ticketing system is the best thing you can have. Chat Agents can forward the customer to the next step of assistance in just one click, that's so easy!

Very little things: the fact that you can't personalize a lot the email signature (for example with images) the fact people are confused about how to reply, because of the instruction to write above the line: that's kinda confusing for them

We can help people with a complete suite of support center: faqs, live chat, emails, social media and so on! Is really cool to have everything in one space because it helps you work in an efficient and rapid way

it gave me one-stop shop to all all my questions, the quality support is knowledgeable.

The Internal Ticket SLA The bot feature need to have some sort of upgrade hope this all will get improve

had some doubts about whatsapp chat integration, messaging and zendesk talk that will help me effectively

Customize the ticket queues and Live ones.

very few limited options when creating zendesk dashboards, not having many options available to users or it may be limited by an organization, not sure about this.

We have high volumes of ticketing systems around the Globe, and it is helping us to accommodate tickets to certain groups round the clock, and it is benefitting.

It's easy to use, it has an Admin knowledge center available, and has lots of partners with which we can integrate to improve our experience.

The metrics are not accurate and we have to do manual work whenever we need a more detailed metric.

Zendesk helps us to serve the customers, get insights about their needs and performance and also to track and metrify our support team job.

The App binding was very helpfull in many cases

I miss more function in mobile App most of all telefon function.

We use it to help our customer by user oir software

The possibility to add more than just one brand

Multi-schedule available only in Enterprise

It is a full-stack of support tools in one place

Ease to configure, integration with social media (Facebook, Instagram and Twitter), flow builder / bot setup.

Whatsapp channel is a bad integration, very few options.

We were trying to solve the way to measure our NPS score. With Zendesk Support + NPS licenses, it was sold.

The most helpful of zendesk suit is that the response time is quick and to the point where we have explained our problem so there is no too much back and forth.

Nothing so far. Thanks for the wonderful support.

basic app and integration issues.

No matter the time someone always answers the help desk, it sometimes takes a few minutes

Sometimes when you get transferred from one agent to another the original issue gets somehow lost, and it takes a bit longer to solve you need to remind them of the issue

Getting everything to work as we expect and setting up both sell and support for our work prosses so that information flows and we can assist our customers promptly.

Zendesk allows ITSM professionals to easily set up screens for agents, as well as to extract reports about support tickets. It also allows for integration with other CRMs or APIs via their automation tools like triggers and webhooks.

It was difficult to integrate attachments with other CRMs since we can only access the file URL and not the attachment itself to send it through a HTTP call. I had to do it via n8n and a lot of headache.

I asked them, via a feature request, to create a way for admins to review what has come through webhooks/Zendesk API. Currently, it is not possible to know what payload was received via Zendesk API.

support reply with all the possibilities

more control on users than admins and ui/ux can be better

mails and customer support helps to solve the issues timely