Zendesk Support Suite Reviews: 4.3/5 — Solid Choice

Easy to use interface. Easy to collaborate with coworkers.

Nothing stands out as a negative. I've used it at two different companies and have had a wonderful experience at both.

I am handling internal and external support issues. ZD makes it easy to collaborate with coworkers and reference past issues.

Quick reply on the email and understanding the issue.

To be honest, there was nothing to dislike, but i think the different time zones will affect the quick reply

I had integrated one of Zendesk's marketplace applications with our product.

The agent was very helpful through all aspects of the very long chat. I had a lot of questions, since I am switching over to ZenDesk from another provider, and I wanted to make sure that everything was done the right way. The agent answered all of my questions and made me feel confident that the setup could be easily done by me.

In the beginning of the chat, the agent's internet was unstable, and I was waiting 5+ minutes for a response to my questions. One other thing I didn't like has nothing to do with the agent, but the fact that ZenDesk doesn't support one of the features that I want. It's not a deal-breaker, but it was disappointing.

Setting up a new account, with porting numbers over, setting up groups, and establishing the link we'd need to put on our website to enable livechat. The livechat is one of the biggest bonuses, that and the ability to keep notes (tickets) on customers so that when they call in, the agent can see the past interactions. Also, the automatic recording of calls that sits right on the ticket to listen to. That's huge. In our old system, it's a process to listen to recorded calls.

I love the fact Zendesk makes my job super quick

All of the guides i have to read through to get an answer (i normally just do live chat)

Customer Volume. The benefits are endless! We can track issues. We love the reporting system!

I Requested the Zendesk's support by a chat session, very easy and an Agent answered very quickly. The Agent was very professional and handled switfly the case. Then followed by the chat transcript within a mail converted to a case number very convenient!

May be you can upgrade the chat window, like a feature to copy/past an image.

My issue was related to this topic : Customer emails don't show up in Zendesk We found out that the caveat was related to our Google Group mail address.

The interaction with support was seamless, I didn't need to attempt to explain myself at all. The staff just get it.

The issue doesn't seem able to resolve despite all the resources provided.

Literally everything relating to setting up the Support Suite

Jean-Francois was very helpful and speedy with his replies and sent relevant, helpful articles to help in the future. He also followed u

finding the live chat wasn't the easiest

I was getting help with email templates to add branding to them

The efficiency of Zendesk support and the ability to provide a clear and concise answer. I was first in the queue despite messaging them at the start of my workday. I was given the option of opening up the ticket again should I need any further help so that gave me peace of mind.

Nothing at all! They answered my question and provided me with all that I needed.

We deal with a variety of customers using our toolset. The benefits are too many to list! It truly is a fantastic software.

Friendly, easy to talk with and knowledgeable

Nothing for now. Excellent service is the one that I always receiving

Get my report

Simple to use, great support, speeds up the workflow

We haven't found anything that I dislike yet, fortunately.

We are using Zendesk to solve customer queries, and it provides better tracking of support requests.

Amazing service for your business website and very helpful support center by zendesk. Currently using their trial version but surely going buy the pro version for my requirements. Zendesk is providing all kinds of services in this suite. So I choose a different kind of pro version for my requirement. I'm still hoping for the videos for how to use your all services because videos of services like how to implement any option or how to embed them properly are best for us and your customers as well.

I didn't face a problem so far in Zendesk suite or with their customer support so I will surely recommend this to my friends and other business partners for their websites.

Direct interaction with customers and very beneficial for my sales. Every business face this problem that they need a proper and fast way to contact their customers. Zendesk is solving this issue in a very excellent way. So When they come to our website and need some help they can immediately contact us with the help of zendesk. We can take so many benefits from the zendesk service.

Ability to customise Zendesk to our needs

Too many add on to purchase considering you have paid so much already

Providing better customer support for our live events and we can now offer chat and phone support.

Chat and phone options that allow to easily navigate through

The fact that we are not able to un-merge tickets

Customer queries

Very powerful interface with many tools available right outside the box. The Zendesk Support Suite comes with most of the tools we need to make our buisness operations run.

There are certain features of Zendesk that are locked behind a paywall or a different product such as Zendesk Sell, and Zendesk Sell is not quite powerful enough to replace our current sales software, Agile CRM. We wish that there were more powerful emailing tools such as advanced email campaigns with if/than statement capability. One example of this we use quite often is "if user has opened X email, send them to Y campaign".

We have turned Zendesk into our support and helpcenter, as well as have configured through the use of webhooks a sales CRM in the support platform.

Zendesk is - easy to handle, - easy to navigate, - easy to intertwine with other apps, - really good support! We are building up step by step our CC, and it is awesome to do everything on one platform. just awesome.

Scenarios for talk lines are not covered enough.

We are giving customer care, and it is terrific, how easy it is to bring all on one ticket.

Support was fast and informative in resolving my issue.

That I could not simply set up the service myself, and needed to reach out to support.

We are linking our pre-purchased phone number with ZenDesk Talk. We are still working on it.

We recently transferred to Zendesk Support Suite, and so far, what I like best is the Guide Admin - article update. We can initiate the following process using the new functions: 1. Review Status – there is an option to submit for review before publishing the article. This way, we can monitor and keep track of newly created pieces. 2. Tasks – this function can assign an article task to update the article to a particular agent. I created new process on how to assigning article review to Peerson of Contact in a certain Brand. Also, we are very interested in Automating Chat Bots. This will help the team to manage our resources to other workload. I also believe it will create better end-user experience as they will see article guide related to their concern. It will also help us boost our Knowledge Management site.

I'm currently working on migrating our report from GoodData to Explore, and so far, I'm having difficulties. For instance, I created dataset that I cannot download through Excel and it turns out that I just need to edit the name. In addition, there are calculated filed that are not available in Zendesk Explore. I read similar concerns and have not addressed yet by Zendesk.

First, I watched 2 Zendesk Training from Explore to re-create our Good Data report. It's challenging for me because there are metrics that I need to do from scratch because of different terminologies. Good thing that there are available articles to guide me.

All the features that ZenDesk provides, and there are MANY! I love the live chat, and also the help desk articles are a great resource.

There are so many features and apps that can be intergrated to ZenDesk, so it's hard to know where to begin or what is best for your business.

Working remotely was our number 1 reason for looking at different platforms that can integrate with our systems currently in place. The benefits that we have realized and really loved are having our calls recorded and having the CRM system help identifying customers.

The number of channels and the accuracy in problem solving.

Sometimes it takes a lot of time for support to provide an answer on the issue presented.

Mainly basic user questions and some minor bugs that we face.

The team provided specifics surrounding the issue and plans to keep me updated.

The amount of time it is taking to actually fix the issue, but this is unrelated to the tech support system.

Theme issues that sound like others are experiencing. Worried it is something that will take a long time to resolve.

La facilidad para resolver las cosas uno mismo y la posibilidad de pedir ayuda cuando se necesite

Que muchos de las opciones o respuestas están solamente en inglés

Problemas técnicos y ayudas para usar mejor la plataforma

I like the UI. It's so simple and easy to use. Zendesk Talk makes it easy for me to contact be and be contacted by customers. All interactions are documented. The reports are great too.

The cost. Would be great if it's cheaper.

Multi-channel support, I like the reporting and advanced analytics.

The ease and how quick it was to get help

Nothing about the interaction was unfavorable. :)

We are solving customer questions, comments, order trouble, and shipping trouble.

Zendesk allows our business and my team to expand as we continue to grow and add more and more content and process - both internally and externally to our client base. It's a scalable solution that is easy to adapt to internal/external changes.

The pricing model can be challenging at times, but the Sales team has been very open and accommodating to our needs.

We provide all 900+ customers of ours with support across multiple different brands - allowing me full transparency into our customer support. This helps me drive business decisions with regards to the optimization of my team and offering our customers world-class support.

Zendesk Support is easy to use. I can easily make changes to workflows and implement new business rules. The grouping of triggers makes organization of all of our 80+ triggers so much easier. In Explore, I can quickly create a query to measure a specific business question.

One thing I dislike is that if our support email is ever on an email to a group of people, that multiple tickets can be created and we have to spend time merging them. It would be nice if there was some intelligence that could prevent this. Also, space for views is very limited. We have to pay for a 3rd party app to be able to see more views (Lovely Views) on screen at one time and can even scroll to see all views. It would be nice to see more and also be able to group views so they can be expanded/collapsed.

With Zendesk Support, I can have conversations with other members of our IT team in ticket notes and also use Side Conversations to bring in external support. Before this was all managed by email. We have streamlined the email support communication into one place!

Side Conversation Macros Analytics Agent Dashboard

ticket Status if it can be more flexible Pricing quite expensive

Automation, Quality of responses, Flexibility in escalation, easy transition

It was effortless for us to set up a beautiful, professional-looking knowledge base using Zendesk. We created our instance seven days before our first event and were very quickly able to write, organize, and publish our self-service knowledge base. The website also looks professionally designed with the upload of just a few assets. I also love how easy it was to set up the support system. We put ~1 hour into this setup, including connecting an email address and adding categories to the request submission form, and it fulfilled every need we had come event time. The support staff at Zendesk also lives up to their company's purpose. On the same day I signed up for a free trial, an account manager/support person set up a meeting with me to discuss the problems we were experiencing with the product and connected us with the resources we needed to solve these issues right away.

It is challenging to create dashboards to see certain types of tickets together and get the metrics we need to see how we are doing. Besides this, I love the platform.

The most significant benefit we have realized from using the Zendesk Support Suite is knowing what problems our customers are experiencing in real-time. Without Zendesk, we couldn't have set up a support system in the time we needed to, meaning we would have lost customers by not hearing what problems they were experiencing, and we would never know what bugs to fix moving into the future.

The support agent was efficient, kind and helpfull.

Nothing. I went to the chat and few seconds after, someone replied to me.

Having a all-in-one tool allow us to earn time and being more efficient.

Chatting in with support has always been a great experience.

Nothing. I believe that the support I receive is prompt and accurate.

Expanding and automating my company.

The amount of self-serve information available and the speed with which I can connect to a live chat agent. (Yes, an actual human being.) This is a good thing.

The challenge to find what I need in a forest of options. Luckily there's the ability to connect with a live agent.

All technical support matters for internals and customers, from triage to resolution. We have the ability to direct customers to a single point for support and distribute the work amongst any team member. This alleviates the risk of customers reaching out to individuals. We also gain a historical record of past interactions and solutions.