Unclaimed: Are are working at Zendesk Support Suite ?
Zendesk Support Suite Reviews: 4.3/5 — Solid Choice
Zendesk offers a complete customer service solution that’s trusted by hundreds of thousands of customers. Recognized as one of the best help desk platforms, it’s a completely scalable solution that lets users manage and respond to queries from several channels using a unified dashboard, including social, text, voice, email, live chat, etc. Zendesk also offers comprehensive analytics and reporting, a reliable knowledge base and forum, as well as over 1000 integrations pre-built into the platform.
| Company | Zendesk, Inc. |
|---|---|
| Year founded | 2007 |
| Company size | 1001-5000 employees |
| Headquarters | San Francisco, California, United States |
| Social Media |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Desktop Mac, Desktop Windows, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
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Using Zendesk is like having your own diary of your work. You can always review and go back to your previous tickets and can rely on those as your guide in the future.
Sometimes, I do get frustrated when Zendesk slows down, I don't exactly know if it's because of our internet connection but, when you have multiple tickets opened, it tends to slow down a bit in terms of performance.
It helps me organize everything. From my open cases, pending, solved and of course, closed tickets. I heavily rely on zendesk because you can back track your previous work.
Was quick and easy to use, the email notification when I got every reply was also very helpful
Maybe too many notification, even before I got a reply I received 3 emails related to the support I was looking for, I think 1 was enough
I wasn't aware about the fact I didn't have the right permissions to view the tickets correctly, now I know :)
Zendesk is helpful for keeping track of interactions with clients, whether it is through email, chat, phone, or voicemail. It is also very easy to customize Zendesk to suit your needs.
I wish it was a two way sync with the Guru Knowledge Base since that would make things easier. Right now, since it is only a one-way sync from Zendesk to Guru, we would not be able to make changes on the Guru cards directly to sync the information back to Zendesk Guide.
How to allow our customers to reach us easily regardless of the communication channel that they prefer, even during off hours or on the weekend. Also, we can provide information via the Zendesk Guide.
Quick response, productive in providing links to alternative options.
It is not easy to find the support channels for the first time
None really
I really like how easy it is to solve problems, especially problems with the company's customers. One of the most positive points I point out is the organization it provides. Its layout is amazing and easy to use.
In fact, there isn't exactly something I don't like about Zendesk, of course, it's not perfect and still needs a lot of tweaking. But overall, it's ok. The only thing I could say that I don't "like" is the difficulty of finding some tools
Zendesk is solving many problems for our company, especially the problem we have with communicating with customers. The benefit we get is from the positive feedback and our happy customers.
Is assists our agents in all channels, answering all customer inquiries on time.
Still developing some features and integrations.
Our CRM primarily
Every now and then we need help to deal with out third part AI automation and Zensdesk provides us great support in dealing with this integration ensuring the chatbot and ticket automation are well synchronized. In the beginning, when we were doing the setups we had a lot of setbacks regarding triggers and chat routing but they always managed to give us clear and helpful guidance.
In the past, I've had a few chats and had the feeling that some agents weren't prepared to answer my questions. However, the last 3 times I've contacted support I've had a great experience and I've been very pleased with the quality and support I've received. I had the impression that agents are better prepared to help customers now.
There are many different issues but I most contacted Zendesk regarding triggers, AI automation and ticket views.
It is good for knowing issues and handling the issue, very user-friendly. We can keep the reminder to make future calls good to solve the issues, everything is recorded.
My dislikes would be, there should be a Related ticket update on the main ticket automatically as we need to go and check the update on the child ticket, also there should be an email sent to the registered email id in case of any reminder.
The ticket-creating option is really good, and issues and handling the issue, very user-friendly. We can keep the reminder to make future calls good to solve the issues, everything is recorded.
It helps to manage the quires and resolve them in a more efficient way. Zendesk helps me to follow up with the internal team to resolve the issue. It also helps to backtrack and keep all the previous records of the solved/closed tickets data.
In Zendesk if the ticket is open for a long time and there are a lot of internal notes that time the Zendesk application gets frozen. So I think it should be improved.
The Zendesk Support Suite helps me to manage tasks at the individual level. It also helps to followup with my internal team with the help of the child ticket feature.
Easy way to a excellent customer service in one platform.
Mobile usability is too limited and doesn' work as desktop.
Partnership with other tools for a better interface and usability in one tool.
