Zendesk Support Suite Reviews & Product Details

Simple UI and basic elements of managing tickets without a huge learning curve. Starting to work with Help Center and hope to increase self-service options for customers.

Not much. Getting helpdesk support can sometimes be slow, but responses are usually helpful. In customizing the UI (say, for Guide/Help Center), if I make changes to code, it's hard to track what was changed and thus revert to a prior state.

Customer Success! A must-have tool for managing customer interactions. Planning now for our next stage of growth where we'll need to plan for sub-linear growth in support costs, via greater automation.

Zendesk has an integration option to your company's CRM, meaning all of your tickets will be automatically logged into customer profiles rather than manually inputting them in the system. The construction of the dashboard is neatly organized and easy to explore, even by newcomers. Great feature of dividing client inquiries by language groups makes task distribution between support agents easy to handle. Tickets have the option of both internal and public messages all on the same page so that you can review cases within teams first before providing a final response which is great as you don't have to involve external inboxes. If your organization has multi brands, Zendesk has this covered, and each ticket can be responded to by a designated email address for each brand with a simple click. The footer of your responses can be different for all of your brands. Zendesk has a great search option that has all the filters you would need to cut down your results to exact. If you have daily KPI reporting procedures, you have the option to extract your inbox as an excel file sent to your email. Another great feature (one of my favorites) is that Zendesk provides you with a guide center that you can customize with themes and implement your FAQ page on it. If you are looking to receive community responses on your page articles, this is also possible (toggle on and off option). Each agent has a page (under their name) with tickets assigned to them as well as tickets they have responded to, so from a management perspective this is very useful. Zendesk does have a support chatbot, but you can easily connect to an actual support agent if needed, and this is great as nowadays in many companies, this is very rare to find as most of them avoid it. Let's not forget you can combine it with your external chat service providers so that whilst your team is offline, tickets are automatically created by customer inquiries submitted through chat.

As a user of 5+ years, I have not encountered minuses yet.

Managing all customer inquiries as well as internal team communication within one place saves a lot of time and effort. Having your Zendesk integrated to your CRM allows you to just respond to the customer and not worry about recording the communication each time in the customer profile yourself. Although not personally used by our company as not required, Zendesk also provides you with a Whatsapp API allowing you to use services you need with an already trusted provider, and of course this means better in terms of costs as it would be a part of your package.

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.

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.

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.

Was quick and easy to use, the email notification when I got every reply was also very helpful

Maybe too many notification, even before I got a reply I received 3 emails related to the support I was looking for, I think 1 was enough

I wasn't aware about the fact I didn't have the right permissions to view the tickets correctly, now I know :)

Using Zendesk is like having your own diary of your work. You can always review and go back to your previous tickets and can rely on those as your guide in the future.

Sometimes, I do get frustrated when Zendesk slows down, I don't exactly know if it's because of our internet connection but, when you have multiple tickets opened, it tends to slow down a bit in terms of performance.

It helps me organize everything. From my open cases, pending, solved and of course, closed tickets. I heavily rely on zendesk because you can back track your previous work.

I really like how easy it is to solve problems, especially problems with the company's customers. One of the most positive points I point out is the organization it provides. Its layout is amazing and easy to use.

In fact, there isn't exactly something I don't like about Zendesk, of course, it's not perfect and still needs a lot of tweaking. But overall, it's ok. The only thing I could say that I don't "like" is the difficulty of finding some tools

Zendesk is solving many problems for our company, especially the problem we have with communicating with customers. The benefit we get is from the positive feedback and our happy customers.

Zendesk is helpful for keeping track of interactions with clients, whether it is through email, chat, phone, or voicemail. It is also very easy to customize Zendesk to suit your needs.

I wish it was a two way sync with the Guru Knowledge Base since that would make things easier. Right now, since it is only a one-way sync from Zendesk to Guru, we would not be able to make changes on the Guru cards directly to sync the information back to Zendesk Guide.

How to allow our customers to reach us easily regardless of the communication channel that they prefer, even during off hours or on the weekend. Also, we can provide information via the Zendesk Guide.

It helps to manage the quires and resolve them in a more efficient way. Zendesk helps me to follow up with the internal team to resolve the issue. It also helps to backtrack and keep all the previous records of the solved/closed tickets data.

In Zendesk if the ticket is open for a long time and there are a lot of internal notes that time the Zendesk application gets frozen. So I think it should be improved.

The Zendesk Support Suite helps me to manage tasks at the individual level. It also helps to followup with my internal team with the help of the child ticket feature.

It is good for knowing issues and handling the issue, very user-friendly. We can keep the reminder to make future calls good to solve the issues, everything is recorded.

My dislikes would be, there should be a Related ticket update on the main ticket automatically as we need to go and check the update on the child ticket, also there should be an email sent to the registered email id in case of any reminder.

The ticket-creating option is really good, and issues and handling the issue, very user-friendly. We can keep the reminder to make future calls good to solve the issues, everything is recorded.

Is assists our agents in all channels, answering all customer inquiries on time.

Still developing some features and integrations.

Our CRM primarily

Data management is easy and conversion and interpretation is simple to analyse. Search bar and sub tags makes things easy to search for a ticket. UI is easy to use and sending professional emails and adding internal notes with different layers makes the workflow easy.

When working on multilevel tickets because of lots of data, there is a lag as page gets heavy to process fe data.

Evaluation of report and and analysis of data makes performance tracking simplified. Time saver when it comes to doing multiple data work.

I like the way zendesk helps me solve my problems, it's very easy and most of the time very fast. It is dynamic and offers several tools to make my day to day easier.

I can say that there isn't something that I don't necessarily like, because, until now, Zendesk has helped me with mastery in my daily tasks. The only point of improvement that I would point out would be the way to find all the available tools, sometimes you have to look a little.

Overall, the company was having many, many problems communicating assertively with our customers. In addition to the fact that, many times this communication did not exist and our customers were extremely dissatisfied.

It's remarkable how easy it is to integrate third-party applications (via apps or API) to make up for any shortcomings Zendesk has (such as Microsoft Forms, Zoom, and MS Teams).

Behavioral data (e.g., agent login-logout data) and audit logs are not as complete as I would have liked. It would be great if all actions in Zendesk can be tracked by administrators, like how Events are in Zendesk tickets.

Zendesk Support has made handling requests easier. It has been useful for our Corporate IT and HR departments, especially in how we can separate our agents into groups to handle and organize specific issues or requests. Much much easier than handling these in our mailboxes!

For me, what I like and use most about Zendesk is the ability to keep everything organized. Zendesk has helped me a lot in assertive communication with the company's customers, mainly due to the way it organizes my inbox and all emails.

The only thing I can really say that I don't like is the way in which all the available tools are laid out, sometimes you have to search for a while to find the most appropriate help, the good thing is that the tool exists, but you just need to find her.

The main problem that Zendesk is helping to solve is organization and fluid and assertive communication with the company's customers. Several times we have had problems with not locating the communication with the client or even not doing this communication due to lack of organization. Now everything has gotten easier.

I like the that you can integrate with a large number of apps. This is fastening our processes and we don't have to leave the platform to be able to create an issue on Jira for our tech team, for example. :)

Sometimes we need to refresh the page to see an update from a client on a ticket, but nothing major. It would be nice if there is like a pop-up message from the widget. The option for automatic chat opening is not very handy.

We have multiple brands, and now we can have all conversations in one place. Each brand has its own Help Centar, support email address, etc. We can keep track from the platform of all technical issues we reported to our tech team. This was a game-changer for us when we switched to Zendesk.

We have been using Zendesk from more than 7 years i find this is very good tool. Email and Social channel integration makes everything at one place

I don't see any negativity in this product.

We have integrated facebook and twitter in this which made us easy for administration and reporting.