Zendesk Support Suite Reviews & Product Details

The most important thing is the ability to manage and organize a huge amount of information in addition to providing a totally transparent experience for customers.

The tool has some configuration limitations, for example, it is not possible to add a column with the requester's email in the ticket display. Also, in the display rule selection, it is only possible to add 6 keywords.

It allows us to centralize all our clients' communications on a single platform that can be accessed by all collaborators and consulted over time, allowing to have traceability of all the attentions of a client.

Zendesk Support Suit simplifies building a customer support framework with all the necessary tools needed to launch your support services. From real-time chat, email, and ticket-based support, to analytics!

There isn't something that I particularly dislike. However, automation and triggers can be more intuitive. I feel that the interface for this could be better as well. If you could make it look something like Zapier, make it look more dynamic, the better.

Organizing tickets, prioritizing issues and queries and having a workflow that involves multiple departments. Reporting and assessment of team's performance is also something we are constantly looking to dive into and Explore's features are robust enough for us to look at every aspect of our performance that matters to the company.

The chat function is unmatched! So quick and easy to use.

Absolutely nothing at all! Everything is amazing.

They helped me solve an issue of emails not being received. It was quick and easy!

All areas: - Support - Chat - which we integrated into our online products - Guide - which we use as our support portal - Explore - for all our reporting needs

Licencing - if you need for only some of your agents to have access to a certain area, you can purchase a fewer number of licenses for that area that your overall number of licenses. For instance, WhatsApp messaging, we have 85 agents, but only 20 would use whatsapp messaging, you can't buy 20 licenses, you have to buy 85. This is the same for all "modules" in Zendesk

We use Zendesk to log our customers support tickets regarding our software. It allows us to have tickets logged via phone / email / chat and then follow up on any of those channels.

Great customer support, Easy to get started!

wish there was a way to have direct extensions and a directory with IVR

Easy ticketing solution and automation allowing us to handle customer support with ease.

Zendesk is the most intuitive ticketing system I've used as an agent. From an End User perspective, it can provide a similar experience as other suites, but from an agent and admin side, it is very user friendly and intuitive to navigate and configure. For agents that don't utilize Zendesk often, it's very easy to pick back up versus relearning every time you login. Macros are also a game changer for frequent users.

Certain functionality is not possible or is difficult to configure, even by Zendesk experts. Importing lists of information for drop downs, integrations with other systems, etc. Functionality that comes standard through other systems is custom or not possible with Zendesk. However, the pros have outweighed the cons.

Zendesk supports our employee population and new hires. It provides a means of communication and problem-solving that is fast, easy, accessible and efficient for everyone.

I love being able to contact them by chat and immediately talk to an agent who can provide troubleshooting steps or tell me if the issue is already known in their system.

I would have preferred to receive more information about the issue I'm experiencing without having to actually contact the system first. If there is a known issue, it should be informed to potentially affected customers.

Zendesk helps me and my business keep in touch with my customers and it's a key aspect of my business so having a quality support team that can also support me and my business is critical.

Zendesk is excellent for many customer support agents - very easy to assign tickets within working 'Groups.' Automated macros (or pre-populated responses) save me hours of time each day!

I've had trouble integrating Dialpad (internet phone software) with Zendesk. Although calls come through well and transcription of voicemails is great, I cannot figure out how to have Zendesk track missed calls (our organization calls back any missed calls during business hours).

I can receive anywhere from 20-80 support tickets per day. Zendesk allows me to quickly answer these inquiries with macros, and I love the 'resolution' and 'tags' feature, so I can mark each ticket as to what was resolved. GREAT support in reporting # of tickets, customer satisfaction ratings, and ticket trends over time.

We have been using Zendeask for a number of years now. It is very simple to install on our platform (wordpress). Our customers find the chat widget very engaging, and it helps us to develop sales through customer support.

The only thing we would state as a negative is the big jump to a paid plan. You can only use one agent at a time on the free plan, which can sometimes cause issues when more than one customer wants to engage. Other than that, we think it's great.

It allows us to interact with our customers at important stages of their buying process. Whether we answer a query about one of our products, offer a discount code or send them a link to other items that they may like. This is vital when wanting to increase sales.

It is SAAS: meaning you don't need to care about infrastructure. Also, the product is constantly improving as per support industry trends and best practices: you don't need to develop features yourself. Want a knowledgebase - you got it; want a chatbot - it is here. It also has omnichannel support: call center, chat, ticket system, integration with social media, slack and whatsup. All are in one place, and you don't need to spend resources integrating 3rd party solutions yourself. The marketplace also has a lot of extensions to build any workflow you might need.

Technical support is not the best: it takes forever to get a response, and often it is incorrect. Most of the time, you have to find an answer yourself. The fact Zendesk keeps an extensive knowledgebase and has a great community they support makes things better.

No need to maintain an in-house solution: meaning no expenses for development, servers, etc. All in one place: chat, call center, and ticket system integrated out of the box. One of the biggest communities for ticket systems: a lot of support comes from it. Huge marketplace: enough solutions to implement any workflow. Great resources for developers: API, documentation - if something is not covered by marketplace you can implement it yourself.