Zendesk Support Suite Reviews & Product Details

good interface, easy usage, and also design is very nice!

There is noting to dislike so I do not know

Chatting with customers

The agent know its product and have the possibles solutions that are well explained

I don't dislike the assistance actually.

One of the agent had problems when sent hers message, as the html code of the signature was showing. Once it was solved, the agent started working again

UI is amazing. Easy to understand and user-friendly.

At times takes a lot time to load if the data is a lot in a ticket

In my company we use Zendesk as a tool for Email support system for our customers. It is easy in generating tickets and data is intact always. You can also customize

All things you can set to support our customers experiences.

For someone not very techy, some features can be very hard to understand or apply. Also, some apps are not enough support, for example Asana.

The triggers, the multiple brands, the fact that my team can create/edit user profiles or organizations profile.

Zendesk system is the best solution to manage and serve your customers effectively. It's a feature-rich solution where all the functionalities are unified and easier to maneuver quickly to be more productive and efficient in serving customers.

Actually there is nothing in Zendesk that i didn't like, all the features in there were as expected, however the only thing about Zendesk was that it does not have our local PNG telecos integration capability which means that we couldnt use the international numbers provided, so we had to upgrade our current PABX to enable compatability.

We used to have two separate systems where calls were taken differently from the tickets. The previous system could only integrate with emails and nothing else, which means that all our customer queries were received only through phone calls and emails. Usually, calls are dropped; with Zendesk now, we have opened up different channels where customers can raise their queries. The most notable and more accessible tracks are Facebook and WhatsApp, making it easier for customers to register their questions.

Zendesk Support Suite provides the necessary tools to create effective and efficient work as a Customer Service Representative. It's a great tool for interacting with customers and graciously catering to their queries and requests.

One time I encountered an error in accessing Zendesk Support Suite. I tried checking on the common troubleshooting steps, but the error is not on the list. Gladly, I was assisted by the Zendesk Support Suite representative.

Zendesk Support Suite helps me solve customers' problems or assist with their requests in a very timely manner. It is well-organized and can easily be learned how to navigate.

Zendesk has been fairly easy to pick up and do basic things with. Their usability is better than most other ticket systems I have used. Their support during difficulties has been superb and responsive, no matter how complicated or in depth the issue might prove to be. They also have responded far faster than their chat bot suggests they will. My last experience with Fritz went beautifully and I had my issue resolved within 15 minutes.

I find the support / help center to be a little cumbersome, and it is not as intuitive to find the 'contact' methods. This hasn't changed in over six months.

We use Zendesk as the Support Ticket center for all of the facilities we serve. We have integrated it into their web portal and this has allowed us to quickly respond to - and keep track of - all issues the facilities report to us.

I can reach out to the support team at any time and get an answer right away. Plus, the support team is knowledgeable and efficient - can easily respond to your questions! The platform is easy to use and understand. I think the changes to the platform is moving in the right direction.

Product feedback seems a little backward and some issues bugs on the platform are deprioritized and can take months to be fixed. Issues and bugs that are not in priority will just be closed and you won't hear back from them. You would have to insist to keep your tickets open and even then, you won't hear back until it's resolved and lost forever.

Customer interactions are becoming much easier. You can reach out to your customers wherever they are.

Ease of use, improvements that have been made (like new agent workspace) are helpful and built with both customers and agents in mind. Much easier to follow things up than a regular outlook inbox.

Would really love an accessible reporting feature that concisely shows agents average time spent on an individual reply to a ticket (i.e not the ticket as a whole)

I wouldn't say there have been large problems but they have made changes that streamline the use of Zendesk by agents and made it better. i.e small things like clicking an email address in ticket view to copy it for pasting, over time saves a lot of time

I had an issue with my views. I had overlooked an aspect, and my rep was super helpful in finding the problem.

I did not dislike anything about my support session.

Zendesk is creating accountability for support requests from our customers. It's helping us get a clear picture of the issues our customers are experiencing.