Zendesk Support Suite Reviews: 4.3/5 — Solid Choice

The way, agent handled the situation and tried understanding the concern

Nothing much! Really nothing that i didn't like.

We couldn't view few tickets.. it was well explained that they never generated in the system

With some very simple triggers and automations, its easy to create a system of action that drives all tickets towards resolution. The plethora of integrations available add business intelligence power ups.

There are some strange gaps in features, like the ability to configure events or create views around a ticket "follower". Ticket types are restricted to 4 default values.

It greatly improves the consistency of the customer journey and reduces the amount of backlog compared to the previous solution we used.

Simple search functionality and easy to maintain Knowledge Base / Help Center

No dislikes. It's working well for us. Thank you!

Search function wasn't ranking results properly. It has been resolved and is working properly now.

The immediate report received after the bot sent my request

I thought having the bot send my requests was silly but it worked out quickly either way, I was able to get the quick resolution that I needed without having to wait for an extended amount of time.

Helped me resolve an issue regrading my permissions/views

On-call support, like support's chat feature is personally my favorite. Being able to quickly get help without having to leave the platform or switch to email is amazing.

There's nothing at the moment that I dislike. If I had to choose something, I would prefer there be more hands-on support actions, rather than a push to have clients solve issues themselves using the Help Articles.

The Zendesk support suite solves real time platform issues like problems with triggers, suspended tickets, sorting issues, etc. General maintenance and platform usage

A lot of possibilities for supporting customers. Also automating things to prevent manual support.

A huge amount of easy and small feature request are waiting since years in the community. Easy to fix but Zendesk is only focussing on new products they charge again for. Basically giving the look of Zendesk being greedy while already having huge prices while especially the more expensive plans additional functions do not really justify the often doubled prices.

Providing a solution for customer support that can help fixing customers problems while also being able to save time because of automations.

Wide opportunities of automation, very smart and solid solution. Special programs for startups and trial period to test-drive the solution without any commitments.

The solution is very well developed and that's why it requires some time to learn about all the features, triggers, automation etc.

Zendesk is your company's enterprise-class CRM system!

Zendesk has a user-friendly interface that makes it easy to manage and respond to customer support requests. The platform also offers a wide range of integrations with other tools and services, which has helped streamline our support process. One of the standout features of Zendesk is its robust knowledge base and self-service options. This has allowed us to reduce the number of incoming support requests and provide our customers with the information they need to solve their own issues. The analytics and reporting tools in Zendesk are also top-notch, providing valuable insights into customer behaviour and support trends. Overall, I highly recommend Zendesk for any business looking to improve its customer support operations. The platform is feature-rich, easy to use, and provides excellent value for its price.

It's difficult to report on Zendesk data with an external BI tool. Zendesk Explore does a great job of helping you visualise your Zendesk data, but if you want to combine this with other business metrics then it's often necessary to create a table report and export it manually. It is possible to access your Zendesk data via an API, but it's raw and does not benefit from the data modelling that happens inside Explore.

With Zendesk, we can centralise all of our support channels in one place, making it easy to keep track of customer conversations and ensure that no inquiries slip through the cracks. The platform also offers us a range of self-service options, including a comprehensive knowledge base and FAQs. This means our customers can find answers to common issues on their own, which has helped reduce the workload on our support team and improve the overall experience for our customers

The suite is very easy to use. I like the number of options that are given to resolve an issue.

I am still waiting for a response to my comment on the Community Article.

Zendesk is solving my issue of creating a more unified and simplistic experience for my website.

Having all of our agents and tools in one place.

If you are trying to set this up from scratch it can be a steep learning curve

Zendesk allowed us to combine our existing tools into a singular solution giving us a greater view of the customer journey.