Zendesk Support Suite Reviews: 4.3/5 — Solid Choice

Zendesk is an Amazing All in on ticketing solution with chat! We use it on several of our customer facing web based applications and it works very well! support from Zendesk is also amazing next to none!

The managment of users could be a little better, They could make it all in one instead of having to go to several differant pages to manage one user.

Mailbox sharing, Live chat is with customers, ticket creation

I've been in the Support world for a long time, and because of this have had to use a plethora of different ticketing system. Zendesk has always been my favorite. When I had to help start up a new support team we tried a few other systems but they were all lackluster at best. Zendesk has amazing features. The ability to create specific queues, set up macros, automated triggers to help with some of the items that we get which don't need response. None of the other ticketing systems I had to use came close to being as helpful and efficient as Zendesk. We also had to move our community and guides from where they had been. We looked into Zendesk and discovered it would be a perfect fit. The styling of the site was extremely easy to setup thanks to the different options offered. It's easy to search and use from not only a Support perspective but from our Customers as well. The few times we've had to reach out to Zendesks own Support team they were incredibly friendly, helpful and quick to get the issue identified and provide any workarounds as necessary.

The only issues my team has ever had with Zendesk is the call system. There are times where it's difficult to understand users. This could be due a number of factors but is our only real complaint. Beyond clarity there are times when it seems like the calls didn't want to come through properly or didn't alert the support agent to the fact they had a call coming in.

Zendesk helps us with our customers first and foremost. When they have issues they send us a ticket which we handle using Zendesk. It houses our guides and community so that our users can get how-to help and discuss different things with each other.

The collaboration aspect of Zendesk is the best feature, easily merging tickets, assigning tickets to others, and being able to hop on a ticket that someone else is actively working on.

The thing I think everyone would benefit from more is a more built-out phone system. I know Zendesk works with Twillio now but a native phone system that doesn't rely on a thrid party would be great.

Zendesk Support Suite is allowing us to collect vital data on Support trends and externally and internally that we as an organization can then utilize for changes internally

Zendesk is definitely the "heart" of our customer support department. We use it for email, phone and live chat support. I also love how easy it is to set up templates, automation and triggers to improve and help resolve tickets faster. Our company also uses their FAQ tool so we can provide users with the latest guides about our product. We've been using Zendesk for about 5 years now planning to keep doing so.

Sometimes, it is hard to use their search feature. It's the only thing I struggle with when using the service, really. Good thing is their team is always willing to help and improve the platform.

The main problem Zendesk helps us to solve is support ticket management. We receive a high number of tickets on a daily basis and need something to help assign and solve tickets faster. Zendesk does just that. Because of how easy it to use, we've been able to improve our First Reply and Full Resolution times.

Zendesk has revolutionized the way our company supports our customers. We previously used a very antiquated version of CRM solutions. Zendesk Suites tools, such as customer profiles, knowledge, and agent response macros has made our customer support a streamlined expereience for both our agents and customers.

The set up of the system can be difficult if you do not have much expereince setting up systems and working with the back-end of email platforms. The customer is expected to do the majority of the on-boarding themselves using Guides online.

Zendesk Suite has given us one platform to house all of our customer interactions. Previously we used complicated methods of trying to track all of our customer service.

ZenDesk has allowed us to quickly communicate with users via macros, making the process much faster.

It would be helpful to be able to format the signatures, ie. use hyperlinks.

ZenDesk helps us communicate with thousands of graduates and families about All-University Commencement in an efficient manner.

Everything is in one place, and it is super easy to manager our client care care team.

I dont love the analytics platform, i wish it was a little more like excel.

I like that everything is in one place.

The ability to view other co-workers who are working on a ticket at the same time and easier collaboration.

I wish that we had the ability to forward emails externally in an easier way.

The ability to solve tickets in a faster manner while also making it easier to work on multiple tickets at once.

Zendesk Support Suite is super simplel to use and deploy. I was able to pass adminrights down to department mnagers instead of keeping in IT only.

A little confusing to navigate at first. Takes a little time to find various menus.

Zendesk has allowed me to move my helpdesk ticket systems to the coud and imported al the tickets from the old system. Zendesk is super user friendly.

Our account rep is super helpful and is always going above and beyond!

It sometimes can be hard to navigate when trying to find an answer on my own

We are able to answer customer question and concerns very efficiently and effectively. We a small team we can get back to all our customers in a timely manner.