Zendesk Support Suite Reviews & Product Details

Love the versatility and depth of the product. It is highly customizable, has a great app marketplace, and supports all of the relevant channels that our customers use. Really good product.

It can be a challenge to stay current on all of the new features they are releasing as well as all of the possibilities you can leverage the tool for. I. highly recommend you use some preferred services to get it humming!

One of the biggest problems we solve is the ability to pull Amazon Seller Central information into Zendesk via a middleware known as Channel Reply. Also creating a variety of help centers for our various brands under management.

It is very user-friendly and customizable. I love that there are so many things that I can build out (triggers, macros, etc.) to make things so much easier for our Customer Service Specialists.

My biggest complaint is the limited number of views (12 global views). Our company currently supports approximately 40 brands, so having to navigate to a completely different area to see the view (and not even a count of open/new/pending tickets in that view) is frustrating.

So many! The first is quicker response times. Previously, a Team Lead and I had to triage a shared inbox every morning, so if someone emailed us in the afternoon, we didn't see it until the next day. The second is accountability. We now have much greater insight into what our specialists are doing and how they are responding. The last is analytics. We get so much valuable information in Customer Service that would just go nowhere. With tagging and Explore, we can pass along really valuable insights to our Brand Managers and New Product Development teams.

The help tools and information. Zendesk has gone over the top in creating robust and comprehensive self-support tools and educational materials for just about any question.

Some elements of Zendesk feel slightly over-engineered and are less intuitive. While I love that Zendesk has so much in the way of support and self-help, I think there is opportunity to just simplify the tools a bit and make them easier to use. Most of these complaints come from administrative view points, not end user. For an end user, the system is straightforward and easy to adopt.

We use Zendesk Support to cover customer tickets across multiple brands and comms channels. We also use it to support both our internal and external help centers. I love that everything is in-house. As a communications/education leader, I find the streamlined way of attaching help center content to customer communication extremely helpful, and the internal deflection tools are great. We've seen a positive adjustment in our deflection rates using Zendesk tools.

It's very easy to navigate and administer.

A bit tricky on some parts, but still good.

Customer concerns. Customers can easily contact us.

I like the intergration with other tools such as Maestro, Assembled. The ability to group customer interactions when an outage happens and to be able to send mass updates/resolutions

The reporting tool takes a little time to learn and master. I would like to see a better live dashboard for live calls

The benefit of having all of my channels in one application (voice, chat, email) is a huge benefit. It simplifies my reps day to day transactions.

Triggers. They are absolutely awesome. It's possible to setup complicated rules which will transform ticket automatically

The Admin center rolled out quite long ago, but it's still requires an additional click to navigate there. Reporting page (agent/reporting/explore/period:0) is almost useless. Please consider put some reports there.

We're working with our external customers - both clients and providers. Having theese conversations in tickets allow us not to loose information in someone's personal emails. Many employees may work on one ticket. Internal notes - clever feature.

simple layout and easy navigation bar/tools

linking the Facebook account. Kept hitting errors eventhough i have unlinked and redo it again

enabling us to glance all tickets under the group.

Fairly intuitive UI with no coding required. It allows us to work effectively and efficiently to address each one of our customer's concerns. Whereas some products simply exist in a silo, Zendesk does a nice job of connecting multiple systems to provide a more holistic view of our customer interactions.

The built-in data/analytics functionality has a lot of nuanced mechanics and isn't very intuitive, even to someone with a BI background. It tries to be helpful, but I've had to learn a lot of its "quirks" before being able to really build out reports and dashboards in the way I want.

We need a single channel for responding to all of our customer inquiries and gaining insights into trends and common issues. It was very important for us to be able to aggregate insights to pass along to the rest of the organization for more effective decision-making.

Speed of response and multiple channels/methods in which I am updated

For this particular exchange there wasn't anything I disliked.

Categorization of client issues, ease of changing or customizing workflows

a lot of features and scope for this software

nothing that we can think of. the software works really well!

I.T. Support and being able to keep all notes in one place and be able to see what the priorities are for the day

I liked that the girl was very thoughtful and efficient helping me with all my questions. She didn´t hesitate helping all the time and waited me doing all the steps.

I had to wait for some time to get connected with someone in the chat.

I was trying to change the company´s mail domain and the applications problems. I could do everything with their help.

Zendesk Support. Good knowledge base, training resources and documentation on suite of products.

Communication on New Agent Workspace could be better in terms of features lost when upgrading to it. Chat integration was impacted with no heads-up when asked to upgrade to it to enable new features. Sunshine integration can be improved. No way of accessing the Sunshine billing management now except to receive invoices through emails.

Streamlining hundreds of support and general enquiries through social and chat channels. Benefits in productivity per agent and able to accomodate more enquiries per day.

Customisation of the product is the best on the market (i.e. triggers, automations, workflows), and some of the support agents (Amy Dee especially) are absolute stars!

For some support agents, it can take a while for them to understand what the issue is (too much back-and-forth when it could be one short phone call or a single comprehensive email that asks questions, then provides follow-up steps/questions based on what my answers would be. Not being able to initiate support via email is also a massive pain. Lastly, there's been a bug for a year or two where you can't have a single Explore Dashboard showing a bunch of tickets with a filter for Organisation, and then schedule a selected Organisation's set of tickets to them (or even internal Account Managers); you HAVE to create a separate dashboard for every Organisation (not feasible when you have 100s or 1,000s of clients).

How busy are our agents, when should we hire more people, what are clients raising the most tickets about, how do we automate easy tickets, where do our agents (or clients) need more training.

La facil integracion con canales y la seccion de Explore, dando insights asi como los disparadores y macros que se puede llegar a tener dentro de la plataforma Zendesk

Realmente la unica parte es mayor entendimiento a como configurar los SLAs , asi como poder filtar mas campos. Adicional ser mas claros en el onboarding o una serie de videos para poder arrancar

El servicio esta para atencion a cliente final y marcas, los beneficios es el control de tickets y la segmentacion de los mismos asi como la libertad para poder crear o usar la plataforma como mejor te convenga

The ability to customize your instance is much easier than other CMS tools. The user-friendly interface on both the agent side and the customer submission forms for intake of customer information. Reporting abilities are very robust but can be labor-intensive to build as there are too many attributes that are similar that can skew the data queries. The new dashboarding section is a great addition to Explorer.

The Explorer reporting back is as challenging as it is great. There are too many options and ZD would be smart to offer a canned set of reports on the enterprise addition that are outside the normal ZD Support Not a huge fan of thumbs up, thumbs down as a CSAT measurement and there is no way to add other options.

We needed a better tool to have customer intakes as the company grew and scaled. We needed a secure and customizable system of record that was able to provide the support team with an easy to use tool, leadership to have visibility into customer support experiences, and for customer to easily provide all the required info needed to troubleshoot,

Zendesk allows you to quickly adapt to changing service requirements easily. Do you need to add an extra field to tickets? No need to activate a technical resource to code - you can add and implement it quickly. Makes responding to changing needs a breeze.

There will be times that you find options that you would like to use but they are only available in the next suite level. There is no ability to "a la carte" much-needed components without paying for every agent to have access. It would be much more preferable to purchase licenses at different levels to tailor Zendesk use to a variety of teams.

We have streamlined communications within our service team. We were working customer service issues from a shared Outlook mailbox and stumbling into each other. Zendesk helped us allocate workloads and enabled CSRs to focus on their assignments without crossing the efforts of others.

The interface for front line support agents is very intuitive and easy to learn.

The lack of functionality to forward support requests out of the zendesk system.

We can provide a fast, informative response to our customers. This in turn provides our customers with an excellent customer experience.

Zendesk has a relatively easy interface for agent workspace and Guides. I work with students who create support articles. It has been very easy to train them to use the tool - all it takes is a quick orientation.

There are too many options for different account tiers. While it is easy enough to upgrade/downgrade, figuring out what is included with every tier is a chore.

Initially, I meant to use the Guides to index various knowledge articles. Unlike a blog, Guides provides a nice hierarchical structure. At this point, I am mostly using the chat widget for a nicer Contact Us option.

I like Zendesk and its method for managing support tickets and assistance; within my organization, we use it internally to answer staff concerns and externally to provide care and support to all our customers more efficiently. Its user interface is easy to decipher, it does not cause any loss or hiccups for users. Keeping track of problems is quite simple and has good features, such as ticket filtering. Moreover, its customer service is excellent.

The platform could have a help module where they provide tutorials or step-by-step tutorials on the more complex functions so that new users can get up to speed faster.

Zendesk has served as a ticket manager and at the same time has served to improve communication with customers and other members of the organization. It is very useful and plays a leading role in both internal and external customer service and support. We have been able to receive, distribute and answer tickets in the most efficient way possible, and we have been able to keep customer records and centralize the organization's data in one place. Zendesk helps us help others.

Zendesk is the perfect tool for operations, we would not be able to do what we do without the support of ZD

I thnik that it could be more user friedly

Channeling al request through one and only tool is a game changer, also the reporting part is mint