Zendesk Support Suite Reviews & Product Details

I liked the ability to respond to the support task via email, rather than seeking out the ticket itself. I was able to troubleshoot minor issues with Zendesk guide and communicate examples via screenshot with the agent.

The timing between problem and resolution was slightly spaced out, but I understand that the minor issue that I was having with Zendesk Guide did not render a high priority from the team. As a fellow support agent at my own company, I was satisfied with the overall timeline.

We are providing a solid base for our company to access internal resources, and build a community with our customers. We have realized many benefits by adopting this centralized hub of resources and connections.

Pretty much a one-stop shop for everything you need to provide excellent customer service. You also have the ability to get support from customer advocacy team. Downside though is quite expensive honestly speaking.

Not dislike it but more on the system limitation, especially with the Zendesk Explore. There's a limitation on how many rows you can export in which kinda frustrating given most of the time you have a very large number of data you need to extract.

You can have all the products you need to provide excellent customer service. There's the support, guide, gather, sell, explore which are very good products from Zendesk.

talk with clients every time a day in WhatsApp.

bad layout and difficult explanation, makes it difficult to use

Contact with customers has become more agile, increasing their satisfaction.

The chat feature on the support page is the best thing to get instant help. It has the capacity to share snaps as well for a better explanation of issues. Wait time is less.

There should be an email option available so the customer can manage the records and escalations. There should be a ticket portal as well. Last time the agent leaved the chat in-between.

I have only checked with reporting problems yet. They have helped me to troubleshoot the issue that i was facing with an attribute. It improves work efficiency.

Because can unified the communication with consumer.

Registering customers is very bureaucratic

Fast solutions with communication.

Possibilidade de interação com facilidade ao suporte e facilidade de visualização das informações constantes na plataforma. Facilidade de extração de informações.

O sistema pode apresentar algumas falhas de desempenho que são difíceis de solucionar através do suporte, já ocorreu de perdermos inúmeros chats por conta das oscilações do sistema.

Suporte técnico em plataformas que utilizo no dia a dia, me auxilia a sanar dúvidas, conseguir informações precisas, entre outras situações relacionadas ao atendimento.

A plataforma é intuitiva, organizada e atende a diversas necessidades que podem surgir durante a experiência do cliente de um caminho da qualificação do lead até o atendimento operacional.

Acredito que a caixa de entrada de e-mail devia ser um pouco mais personalizavel, com direito ao uso de tags para melhor reepção de novos e-mail e direcionamento a caixas individuais

O zendesk me auxilia a otimizar a jornada do cliente desde o momento do comercial, jurídico, faturamento e entrada na operação, economizando um lapso temporal do atendimento que antes tinhamos.

I love how it can be customised to each business. The functionalities of Zendesk are endless.

As a support company they do have quite a lot of self-serve to sift through before you. find your resolution. Luckily you can access Agent support at any time for more complex issues.

My business has multiple types of customers. Zendesk also me to segment and prioritise each customer cohort. Zendesk also offers incredibly insightful reporting capabilities so i can predict traffic etc.

I love how zendesk's are so easy to use, and how it makes my life easy on daily basis

I dislike the fact the company I'm working does not uses zendesk

The best part about the zendesk support, is when I need help to solve some integration issues, they are always there to give assistance

The best part of Zendesk is to use groups to organize our tickets, the integration with droz message is being helpful to talk faster with customers.

The tricky part is to organize WhatsApp messages.

The communication with our customers has been better since we start to use Zendesk.

He was very responsive in the chat and allowed me to figure it out myself which was also very helpful so I know how to resolve it again if it comes up.

There is nothing I disliked about his support he gave to me.

Zendesk Support Suite is helping me solve accessing app issues I was experiencing which now that I have it, I have the ability to access my clients addresses when I'm out on the field.

I like the ease and speed of solving problems, as well as the possibility of solving them autonomously, when necessary. Because, often, the problem is simpler than it seems.

In fact, so far, I haven't found any negative aspects or inconsistency that I could point out here as "disliked". So I like all the points and features using the program.

Zendesk helped me with the communication problem with our customers. Sometimes we had difficulties managing all the demands and the response time, which was causing a lot of dissatisfaction

The use of several projects and in a single place, being able to communicate with the client and with the other collaborators in real time, in addition to viewing the pending issues and conclusions. Application support is efficient.

Some reports and analysis are not so accurate, or also do not have the necessary resources for the activities we need. The possibility of viewing the activities of other collaborators along with mine sometimes hinders the development of projects. It is a little complex for some simple activities.

As we are new contractors we have had great support from zendesk. We have a quick response to the solutions we need. It is a little complex for some simple activities, but we were able to find the solutions in zendesk itself

Zendesk support suite is a great place for our customers to connect with the team for updates on current orders or pre-orders. It also allows us to communicate with the customers and send messages to colleagues.

The least helpful is that at times it does take some time for a response. I wish there was a notification option to push through to help ensure issues are resolved promptly. I also wish you could mass close out old tickets.

Zendesk Support helps with follow-up for communication; it provides a direct paper trail and time stamps. The benefit is it helps keep people accountable to following up with the team.

Zendesk helped me to checked all of my work related concerns and to solve it easier.

I like everything about this platform it helped a lot.

It benefits me to make my life easier by using Zendesk support

I like the best when you can easily find the solved and closed ticket to get your monthly performace and also I like using the macros on the zendesk since they are very easy to use

i quite dislike the zendesk when I'm using the play button since it cannot respond accurately when there's so many users who are active and cannot assign ticket to you properly

The request of every client were able to solve using this zendesk and it is very user friendly that we can get our quotas for the job and we can also meet the expectations of clients

A platform that combines lead generation with customer service and gives various customization options combines your social media, phone, and chat in one place. Prioritizing new tickets above tickets with SLA breaches allows us to maintain our service level agreements (SLA) with our clients. I have no trouble selecting the tickets in the views I wish to resolve. It aids in us fulfilling our quota. Our production is increased.

I have no major dislike at all. A comment that has already been posted cannot be edited. When a customer contacts a business many times and multiple tickets are opened.

We are using Zendesk to organize our customer service requests in a highly effective and transparent fashion, allowing us to prioritize issues and promptly and efficiently reply to our user base promptly and efficiently.

It is so easy to track the communication with the client and to handle all the emails you get daily. Also, you can very easily see the work of your colleagues, which helps new people to learn.

Never had an issue with Zendesk's interface or encountered a bug actually. Everything is so smooth. I would like to be able to have more metrics in my plan maybe, but generally not something I dislike.

It is easier to manage many tickets, go through the various threats, collect information (like mean response time) and finally, retrieve previous communications.

It's easy do use and very helpfull, think its the best ferrament I've used

There's a few problems, actually, more like bug

There's always updates

You meet an agent who will take your issue seriously and will actively look for a solution that fits your need.

The confusion of where to initiate the contact with support "get help" and "support help center" are too similar in wording and could be differentiated a bit more clearer

Zendesk support suite is making sure I can do my job and that I will receive help whenever it is needed, knowing that things will be handled makes my performance go up as I don't need to worry about the technical aspect of the site