Zendesk Support Suite Reviews: 4.3/5 — Solid Choice

Zendesk offers the ability to completely redesign the Help Center from the ground up, using their build-in code editor. It makes you feel like you are in control of your own Support System.

I have not found a feature I dislike yet and we have tested much different Omnichannel software.

I have only ever had to contact Zendesk Support for two minor issues that I have either figured out the issue myself by explaining the situation or it has been quickly resolved.

I love the ability to customize each aspect of our ticketing and the support portal. Zendesk has allowed our team to not only stay on top of all support issues that arise but to work more cohesively as a team

After using Zendesk as long as we have, the only downside I see is not being able to fully utilize the entire platform. I realize that has nothing to do with Zendesk and more to do with our team but if I have to include something I dislike, its on us and not on Zendesk.

Zendesk has allowed us to standardize how the organization submits support tickets. It has also allowed for a better flow of communication to take place among our support team.

Aside from a very versatile support tool, Zendesk provides superb technical support for its customers. It has a vast integration with Jira, Slack, and many many others!

With Zendesk's consistent updating of their features and functionalities, there are some occasions where these features are missed. However, they have constant reminders on their pop-up notifications.

Zendesk provides efficient ticket tier escalations and it provides great time management in our team's organization of tasks.

Ease of implementation. Multiple channel setup.

Some of the support staff are too quick to redirect to an article and not address questions.

Centralized case management via multiple channels. Guide to be used to enable customers to self support.

Agents are responsive and very helpful. They are knowledgeable with their product and the customer's needs and queries.

None so far. I have no experience that I can consider as something that I dislike.

We use Zendesk for customer support and it helps us keep track of customer queries and enables us to manage them in one dashboard.

ZendeskSupport Suite has many features. Though we have used many customer support tool but the way zendesk is increasing its feature and the way its is thinking about the company and the customer is hway ahead

The UI can be much better. Only the issue with the UI interface. Please ask the team to more focus on UI and the packages are quite expensive. Please make it less. Freshdesk is providing more features than zendesk and low amount of packages they have. I want you all to focus on this thing and everything is fantastic apart from this.

Way ahead ticketing service. We can track and we have enabled the automation. and the reply time has decreased and our customers are happy with our service becuase you have made the tool more futuristic.

We had to contact Zendesk Support following the death of our current Admin and Director. We raised a ticket online and were able to deal with Tony Yoo from the Support Team, who was very efficient, and managed to change the account setting for us.

Nothing as yet. But Shout Out to Tony Yoo for the help and support received.

We use Zendesk as a support tool for our clients to contact us about any queries they have. We find it works better using Zendesk rather than give out individual emails, as all tickets are answered by any of our team, and nothing gets lost when colleagues are off work.

Zendesk Support is a great tool with so many functions that allows you to tailor your support tool to exactly your needs. Beyond that, you can build incredible reporting that is generated in a few easy steps!

The only dislike I would have to say is the limitation in the views at the subscription we are in. I would love to have unlimited views without the additional cost!

Reporting needs! Being able to create queries and dashboards that are using live data and can be shared with our VPs or cite managers is a game-changer. Once it is all set up the users can either receive them as a snapshot or have the capability to update the dates your reports are being run for! Love it!

Zendesk has great built-in tools and functionalities that allow mid-sized companies to offer an impressive support platform. I love the automation, macros and triggers to remove repetitive work. I love using the Explore functionality to create dashboards over real-time data.

Not being able to delete responses is a little of a nuisance. Let's admit it, we've all responded to the wrong ticket at one point!

-Customer service support -Providing detailed KPIs -Categorization of tickets -Self-service -Forum

The most helpful about Zendesk Support Suite is its intuitive interface, it is simple, easy to see and use, and easy to configure. The best tools that Zendesk Support Suite offers are Triggers and Automations, which can be configured to make sure you never leave a ticket unattended. Also, the personalizable metrics will help you analyze performance and make improvements.

Zendesk Support Suite is sometimes slow and a page reload is needed to double-check any changes done when editing tickets or settings are correctly saved. Zendesk Support Suite offers an extensive support database but can be a bit difficult to get to talk to an agent about an uncovered issue in their database.

Zendesk Support suite has helped us improve our performance by using Triggers and Automations, as well as reminders to never leave a ticket unattended. A 'pending' ticket opens in time for the agent to get back to the customer by selecting a 'due date' for the agent, automatic reminders can be set for the customer to reply with the information needed to solve their issue, a satisfaction survey is automatically sent to the customer after a ticket has been solved.

How easy it is to set up and the number integrations available. I also like the views feature and it has helped me become way more efficient and be able to better organize my backlog.

Having to download attachments first if you want to re-attach the same, I also don't like that there's no easy way to convert text to a plain text/remove formatting

Having multiple support channels linked to one queue.

The fact I can customize per user/ per role and various other items and works extremely well for our organization. We have zendesk linked to Sales Force and Dialplad.

You can get lost in the customization features. But that's great if you need custom settings for multiple different items. Would love to have training available.

Zendesk Support Suite is solving ticketing for our company. This benefits us by having documentation for every department getting requests. Our business performance consistently increases.

The UI of the support suite is top tier. Really enjoy how sleek it looks.

I don't dislike anything about Zendesk. It's an excellent platform.

The support suite helps our organization tremendously with being able to track issues both with our customers and internally with our help desk. We are much more productive because of it.

Zendesk is so easy to use, super easy to set up and get going and organise your support teams' incoming traffic from your client base! I've used a number of support desk management tools and this by far is a cut above the rest!

If there's a problem with a 3rd party there's not much your team can do - it would be helpful for Zendesk to have a team within a team that understands how to advise us should problems arise.

It helps us better organise and triage incoming support traffic and manage where the ticket needs to go. We've been able to streamline our processes to provide a better customer journey.

relationship with clients is fast and very friendly

Everything it´s OK. I dont dislike nothing about the platform

The communication with our customers. They ara really happy with us

Chat function was easy, quick and on point

No dedicated person, random agent each time so less opportunity to liaise and collaborate as we set up zendesk from scratch. as a non tech company alot of the platform needs alot of getting used to!

Functional - lots of tweaks available

Great way to manage your company's support channels in a single place

Does not have a good mobile app. In addition to not having support for receiving calls through the application.

Handling customer service better with quick support by phone, email and WhatsApp

I love the widget that can be added to any website. Makes it easy to deploy.

I haven't found anything I actively dislike about Zendesk yet.

I love the ticketing system, it helps me keep track of support requests. The chat widget is an excellent tool that I have put to good use.

I like the self-help options, but having a tech help answer my questions at my convenience worked better for me.

wish we could get direct to the tech and not have to go through chat bot for service.

none

It is powerful, flexible and allows you to connect via API to send the data you need. Don't hesitate to hire Zendesk if you want to take your customer experience to another level.

Nada Zendesk is perfect and is constantly developing to bring new technology that allows you to advance more every day with your customers. They also have 24/7 support

Being able to develop automations, chatbots, integrate all contact channels in a single interface such as AW. It is also the most powerful tool in reports since it allows you to have all the necessary metrics to have optimal control of an operation.

When used properly, Zendesk is very effective in tracking work, reporting on data collection, and giving support staff what they needed to complete their work. Easy to automate, reliable API.

Some system inborn rules and settings cannot be changed, which can be difficult for those with expectations of unlimited customizability.

Zendesk is useful for tracking metrics to shed light on an organization's needs.

Was able to submit a question via chat, and Zendesk agent quickly sent a zoom link to help me in depth with my question. She also was very helpful in explaining all of the details related to my questions.

Wish there was a better search function on the zendesk forum so I can trouble shoot issues myself. I tried to self solve but was unable to due to no matching articles lining up with my wording/question

Zendesk helps organize our customers issues and inquiries. Love that each issue has it's own ticket number versus having customers email us, and not being able to track issues.

The capability to connect multiple APIs across different channels and enable your agents to maximize support

Reports could take a while to create on your own when you don't have extensive knowledge about metrics libraries

Handling customer product concerns on multiple platforms

The support team is extremely responsive! They responded in the chat box within a couple of minutes and set up a zoom call with me to answer my questions in further depth.

Nothing, currently everything is being solved for me

Helping me solve for issues I've been having with the CRM.

The support provided has always been on point and fairly quick. They usually offer more than one solution when possible, and whenever the outcome is the desired one, they informed that the request will be passed on to the best element for future consideration. They have launched a new Zendesk Training platform that I'm looking forward to testing, but from what I've seen so far, it's very complete.

Nothing to report really. Keep up the great work.

Various operational and admin settings (management of triggers, API token integrations, etc). I've raise some questions on design, where no solution was provided, but I was offered a workaround, which displays genuine care from the support team.

We applied our problem about spam emails to Zendesk Support chat. The operator Celyne answered after 4 minutes. She requested additional information about our issue and said that the ticket will be pending until we provide full info. We sent the requested information and immediately got the solution to our problem.

Everything was fine, there is nothing to dislike.

We are a support centre for mobile games. Players apply to us with their issues or questions about the game. They can write to us via email, from the game or on Facebook and all their messages will appear in Zendesk. It is very helpful to have them all in one place!

The turnaround time for a resolution. Once they got my question, the answer came in a few minutes.

The fact that I had to wait a couple of minutes while chatting with the bot.

We use Zendesk Support Suite to offer Product Support to our customers. Being able to use the customizable Support Help Desk, build our bot conversation and intents and a straight phone line where our customers can connect with us is awesome. It makes Product Support easy.

I liked how the help desk agent responded promptly, detected the issue and found a resolution.

I have no issues with the Zendesk Support Suite.

How to restore suspended emails.

I like the ease of use of Zendesk. The layout is easy to pick up.

Some of the more advanced options take some time to understand how to implement.

Customer issue tracking and follow ups, as well as tracking response and resolution times.

I've used Zendesk for 5+ years as an agent, admin, and manager and have never had a significant complaint. The UI is easy to onboard new agents to, the workflows are easy to build and manage, and Zendesk truly is a one-stop-shop that can integrate with any support channel you need - email support, phone support, SMS, live chat, FAQ pages, and can integrate with social media or custom integrations. Also has a robust app store for any other functionality you might need. Zendesk's own help center and support team are great as well, never had any trouble getting support if I had a question or issue I was running into

Not too many honestly. The software is easy to use as both an agent and an admin. some minor things that have annoyed me over the years - limits on the number of views, the auto-closing of tickets after a certain amount of time making them unable to be edited, and the archiving of old tickets making them difficult to find in a search come to mind. However, all of these issues I've found can be worked around easily with a bit of research and refactoring of workflows or help from the Zendesk Support team

As an agent, Zendesk makes it very easy to keep track of tickets over multiple channels. Building a help center/FAQ page through Zendesk is also fairly simple and provides a good way to deflect new tickets. Comparing Zendesk to other tools I've used, I specifically love the fact that a single ticket can easily be handled over any channel and that the UI was quick to learn. As an admin/manager, Zendesk makes it very easy to adapt to changes in our business quickly. If we want to add a new support channel, such as a web widget, it's very easy and simple to add to a website, for example. My current company builds phone apps, each of which may need separate support channels, and Zendesk is great at allowing us to create separate "environments" for each app, each with its own specific emails, phone numbers, web widgets, chat, etc. that are fully separate from any other app's channels. Overall it makes scaling up our Support offering simple