Zendesk Support Suite Reviews: 4.3/5 — Solid Choice

It allows to create a handful of business rules that allow a seamless experience to the agents and at the end of the day to the customer we serve as a software company.

At the moment, I would like many features that are offered via third-party applications, to be developed natively; this would allow a simpler configuration fo the tool.

It allows the company to serve our customer base when they have technical support inquiries and streamlines all the internal processes that guarantee effective and quality response interactions.

I like the AI summary feature! It's helpful when trying to get a pulse on a longer thread of communication. I also appreciate the task bar and how it assists in organization and task management.

I do not like the order of notes on the screen, as it now lays them from oldest to newest. I also do not like how URLs cannot be "hyperlinked" within the organizational level of Zendesk.

AI is making summarization faster and therefore leaves me with more time for me to give my clients. Also, it makes it extremely easy to stay organized and keep customers and coworkers happy!

It's easy to use and set up. You can customize your instance to fit your support needs. The reporting piece, Zendesk Explore, is excellent. You can create custom dashboards and scheduled reports to keep track of goals.

Zendesk used to have excellent customer support if you ever needed help with backend stuff. Recently, they removed the option to submit a support ticket and replaced it with a chatbot. It's a big step backward in customer support.

With the out of the box setup, we were able to reduce customer wait time by triaging tickets to the correct teams quickly. The ability to track Customer Satisfaction scores helps managers with quality control.

Everything channel of communication is centralized and easy to access in order for staff and managers to get together and answer help tickets in the best way.

There is a small learning curve in order to adjust the admin settings to best suit your team but it is a small learning curve.

It is organizing all of my tickets into manageable piles of work

Zendesk has a solid mobile and web app. We like utilizing email transport to funnel support requests into the portal, where we can manage the scope of all support needs and requests, centrally.

Zendesk has a little work to do with its Teams integration but they've been responsive in communicating their roadmap for continued development in this area of the platform.

Zendesk helped us take our support requests out of individual Slack/Teams chats 1:1 and land those centrally, where our entire team has insight and viewability.

The ability to quickly respond and update customes regarding the status on their ticket. Super fast and easy to do.

Nothing sticks out, but we don't use the Talk Feature as it was a little confusing.

It is solving the ability for us to not have to host our own Knowledage base. As a small start up, it made sense for us to use a third part to host support docuemntation.

the best aspect to me about ZD's Support Suite is the capability of having all active agent channels in one software for better communication transparency & organization of customers interactions

I just came back to using ZD after my first usage starting in 2012 & it seems to me that with the additional features, there's a lot more bugs that can be problematic

it solves the headache of organizing day to day service interactions with our customers since it does this for us automatically being the one CRM we use to communicate with all customers

Everything is easily accessible and grouped be it support documentation, ticket support, or even telephone and livd chat.

Only thing I wish was that live chat was more easily accessible and configured (similar to intercom)

Easily allowing support ticket inflow, responses, pre filled details and assignment. Additionally customer support documentation hosting.

What's great about the Zendesk is that it is really beginner friendly, user friendly,easy to work with too and a very efficient support provider. I've been using this platform for 4 years not until our company changes our tool recently this year.

The only thing that I dislike about Zendesk is that sometimes (not all the time) when Zendesk support system updates, we would encounter error or glitch on our end while using the tool.

Well since Zendesk support tool is so easy to use and to manage, sending emails or chatting to our customer has been easier than ever and due to this our customer gives us amazing feedback about how efficient our service are.

Zendesk helps our team manage inbound customer requests. These requests can be simple questions about the product (usability, technical questions), errors/issues, billing, etc. The tickets are easy to manage in the Zendesk interface, which helps ensure that all customers receive a response in a timely manner. We are able to triage the ticket according to the request and get it to the correct person or team to review and respond.

Many suspected spam tickets are suspended, which is great; however, I would like to have more control over what gets suspended vs not. There are tickets that are suspended that I would prefer to not be held and others that I would always want to be deleted instead of being suspended or created as a new ticket. Having the ability to set rules and filters based on the subject or content of an email would be great.

Zendesk allows our customers to self-help due to the knowledge base, but also allows them to submit a ticket if additional assistance or support is needed. Once a ticket has been submitted, it's easy to manage and respond. This helps us gain efficiency while improving the overall customer experience.

So easy to use and really helps us engage with our clients. It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers.

Nothing really. I heard that you are changing some of the features that we use like being able to see who is on what page at any stage on our cam site. Would like this feature to stay

Being able to retain customers as well as get new ones. This in turn improves the conversion ratios on our e-commerce website which is great. It also helps us to remain professional with our customers.

Setup is intuitive. With assistance from Zendesk team we were able to stand up our instance fast and efficiently. Zendesk documentation is outstanding as well. You can always find a good reference for anything that you are trying to do. System is also very easy to navigate for teh Agent as well as the customer!

For teh most part, Zendesk has been great. We have run into a few quirks during setup but were able to engage teh Zendesk support team to come up with some work-arounds.

Without question, Zendesk has solved our issues with transparency around ticket status, and communication with our end users. The ticket flow is also much improved amoung the Agents. We had been using Request Tracker for years and got mostly complaints from our end users, not to mention it was horrible on the agent side.

Versatility! If i can think of it then Zendesk can do it.

Sometimes what I want to do is not a straight forward process but I can make zendesk do it.

Zendesk is our Ticketing system. It is the one stop shop for our troubleshooting.

I like being able to multitask, and stay in control of what needs to be completed.

Nothing, I have no issues with Zendesk. It is

Its helpful in keeping in with customer information, inquiries and responses.

I have tried other CRM tools and none compare to ZenDesk. It's very intuiative. First time users get it very quickly and the suppor for ZenDesk is second to none.

I wish creating new reports was a little more intuitive. The old Good Data way of reporting was a little easier.

Managing customer inquiries and providing a robust help section for users to solve their problems.

Love the user-friendly format with a nice aesthetic setup, navigation is clear! It's easy to follow and find exactly what we are looking for. User abilities are beyond other platforms in use.

Dislike waiting for data or awaiting a response, difficult when the main contact will redirect to support team, lack of immediate options to filter to a specific queue/contact.

Support is provided on how to locate the exact workflow we're looking for, ability to navigate through our buildouts with guidance from the pros, tried and true support based on community questions and outcomes.

The ease of use. It's always been very intuative so with some poking around you can figure things out on your own. Or easily learn from their Zendesk U.

That the support isn't live anymore. It's always via email. Many times issues are best resolved with a conversation with someone live.

With the inclusion of AI and automations it is helping us keep a small team while not affecting our customer experience.

Zendesk's support suite is incredibly easy to set up with zero previous experience. There is the right amount of "rail road tracks" to make sure you are aware and responding to customer tickets, but not too many that you get locked in to a flow that makes no sense. The knowledgebase/Guide plugin is well thought out and integrates seamlessly with the onbsite support widget.

The user interface can be a bit confusign to navigate at first. Some icons have no help text so there is a bit of trial and error when you first get up and running.

With the launch of our new cloud platform we wanted a self service style support widget. Zendesk's widget integrates seamlessly with the rest of it's infrastructure. Changes you make to the knowledgebase and other products in Zendesk cascade to the widget - making deployments easy.

Es una herramienta de ticketing muy amigable, fácil de ejecutar desde cualquier navegador, computadora, celular con acceso a internet, te brinda la posibilidad de administrar los tickets en vistas, puedes interactuar de diferentes formas con los usuarios finales ya que te ofrece la posibilidad de activar chat, redes sociales, integraciones con otras herramientas, etc.

El soporte técnico, en ocasiones tardaban bastante en contestar sobre todo porque al parecer no había gente en México que brindara soporte, así que la diferencia de horarios influía mucho en las respuestas

Nos ayudó mucho en la reestructura de nuestra área de servicio a clientes, cuando migramos a esta plataforma fue muy fácil que nuestros agentes aprendieran a utilizarla, una de las ventajas es que tiene una suite de informes súper completa en donde puedes consultar estadísticas a través de diferentes gráficos, así como el envío de estos reportes en forma automática,e sto nos ayudó mucho ya que esa entrega automatizada, nos ahorraba tiempo que podíamos usar para otras tareas

Zendesk is a user friendly and intuitive Support Ticket Suite. All Support Tickets can be searched, located and filed in a clear and visible manner. Highly Recommended.

N/A - There is nothing that I do not like about the user experience.

Customer Support Tickets for Queries and issue management.

Its very easy to use and the reports tab are extremely user friendly.

The people page pop up is a tad bit counter-production

Customer Care email and chat services.

feature that I appreciate about ZenDesk is its flexibility and scalability. The platform caters to businesses of all sizes, from startups to large enterprises, and offers various pricing plans to accommodate different needs and budgets. Additionally, ZenDesk integrates seamlessly with other popular business tools and software, such as CRM systems and productivity suites, enhancing workflow efficiency and enabling a holistic view of customer interactions.

Advanced analytics features, such as customizable dashboards and more advanced reporting metrics, would be beneficial for businesses seeking to gain deeper insights into their customer support operations and performance. Let me know if I'm missing anything however!

I needed a professional solution and a reliable company that I could trust. I've needed to go through quite a few 'less-than-ideal' trials to find this one, but it's what I'm recommending to my clients and anyone reading this.

O que eu mais gosto da plataforma é a quantidade de informações disponíveis sobre os clientes, além de ser um ótimo local para atendimento ao cliente, central de ajuda e suporte ao cliente. A integração com a Playvox é ótima também. Ferramenta perfeita para suporte ao cliente.

O que eu menos gosto é do layout, poderia ser mais intuitivo.

O Zendesk tem contribuído muito com o suporte ao cliente, já que o nosso e-mail é a nossa principal fonte de comunicação com o cliente. Com rapidez e com as informações que a plataforma nos oferece, conseguimos dar o suporte necessário. Também conseguimos verificar relatórios dos tickets, motivos de entrada e resolução dos problemas.

Our team previously used Kana for support tickets, and I find ZenDesk has better support, and a great suite of features that both help us track our work and tag issues by macro.

There is a bit of a learning curve to truly get the most use out of ZenDesk. Learning how to effectively search a queue by keywords has it's own language, and sometimes I feel like I need more hands-on training to fully utilize the many features offered.

Our team assists hundreds of guests daily through ZenDesk. We can track the trends of our tickets through macros, providing us with a fuller picture of our underlying issues. We also use ZenDesk guides to provide our cast with knowledge articles to help them in answering!

It is wonderful to be able to access all the tools needed to provide support to our clients. It streamlines all channels of communication and makes it so much easier to provide support

I have not encountered anything that I dislike from the product.

As mentioned, Zendesk allows all of our team members to be able to stay in the loop and to provide support to our clients

The ease to use the tool and also it helps in making the customer experience a lot more better

There is nothing as of now that I would dislike about the product

It helps in solving the customer related concerns in an efficient manner and it benefits in grabbing maximum customer satisfaction

True omnichannel experience with the best agent workspace I have seen in the industry so far.

The pricing can be a little high compared to competition. But then you always need to pay a premium for the best.

Zendesk is helping me make my agents more productive and my customer experience more immersive

Different forms of communication / address book.

Can't mass email or text users. Phone numbers don't often match with use names

Live support and follow up with the chat box

Our company has utilized ZENDESK Support Suite for well over 5 years now and we wouldn’t be where we are without it. The ease of use, the ability to stay in contact with our customers whether by email, chat, phone, etc has become intricate to our business and how we operate. Cannot recommend this enough!

Support for the back-end is sometimes difficult to reach. They will answer but it was not immediate for our needs. Has not always been an issue but has happened.

Making it easier to stay in contact with the customer is helping us stay more involved and better equipped to handle any problems that arise. Our volume fluctuates and having the ease of being able to be present with the customer as much as possible helps us continue to grow.

Zendesk allows for seamless interaction and allows ease of knowledge sharing! We are able to communicate with a number of clients and patrons easily and efficiently.

I would like to know what changes are being worked on that will be available and pushed out as optional services from the platform.

Communication, data management, customer satisfaction, IT needs and management.