Zendesk Support Suite Reviews: 4.3/5 — Solid Choice

The tool is very customizable. At first, it took a while to get used to but now I wouldn't want to change it. Support is Great as well!

I don't like how I can not un-send an email that was recently sent.

The main reason why we have switched is because of the feature that allows us to see incoming customers on Zendesk Chat and pro-actively reach out to them.

Easy to learn and use. Good knowledge base.

I wish we could have more flexibility on the licensing model. Not all of our agents require the same. Easier integrations with other platforms.

Managing our support backlog.

Lots of features, good pricing, answer bot works well.

Their pricing structure can be a bit confusing. Other than that it works as advertised.

SaaS customer ticketing mostly.

What I like is how well organized is the information inside the software, you can have archived emails and look for them in a rush, every contact information and interaction is saved and I can say well kept. It is easy to use once you have mastered it, The automated responses that you can save in Zendesk helps you save a lot of time, we can answer any request in real time and also integrates delightful with other apps. Functionality wise is amazing. Clean interface. The ability to merge several requests into one helps give support right away without the user having to be writing several times.

The only Con I can think about is the outages that it experiences every once in a while, sometimes it goes down for a large period of time and can be a bit frustrating, also sometimes it got stuck maybe because of the flow of requests but this actually is not that frequent. To master Zendesk you will need to invest time to get to know every feature.

Support and efficiency since we can answer right away because there is no problem when a request comes in. Efficiency because since it integrates with other sites we use to work helps us do our job in a smooth way.

Ezekiel was very helpful and patient when I had more questions.

It is sometimes hard to find the live chat option and the answer bot has never been able to provide an answer to any question I've asked.

using new features, helping our customers

It has the features needed, it is not overly complicated for those, and it even allows customizations.

Some features have a different support level or even the same structure as other similar features, so you must read the fine print for each of them. The admin panel can be hard to use as the options don't seem to be organized appropriately.

Customer support, KB storage. We have realized such.

Automation and workflows, tickets separation and groups get the best out of your team's time

Some features are not available in all plans, even if those ones are pretty useful for every company, no matter the size or requests volume

Zendesk had helped us to reduce the reply time from minutes to seconds (in some cases). Also, having a knowledge base is a good heads up for the new employees.

The chat function is great. The flow builder is easy to use

When you open a new product, it opens up in a brand new tab. I cannot do everything from one window

The messaging reporting and live data. I cannot see effectively how many 'chats' I have received through the reporting. Also, the reporting functionality feels quite limited, and the formulas are tricky.

The online chat function is super helpful and the speed of responses is always great!

would be useful to be able to screen share via the chat function

issues with linking tickets. speedy responses from the help team

Clear usability, availability (no downtimes, never)

Administration of users and groups could be smarter

Handling of complex customer requests

I like the easy use of Zendesk , nice tool

1- Our account manager communication 2-Limitation in many features 3-Explore limitation VS Good Data 4-Tool is a good but not smart tool (example if I need to show ticket fields for certain type of tickets , I can not I have only fixed fields for all, one interface , even I can not sort the fields Alphaptical.

- Reporting problem - Customization problem - I use chat, sometimes they can help and in complicated issue they open a ticket, Support has excellent response and fair resolution

The visibility of everything for agents. It makes everything simpler when any agent can initiate a search to see if an email was sent to us.

Sometimes our customers see internal communication. This happens because the requestor initiates the ticket, and it's difficult to keep them out of the loop at all times.

We used it to assist in the equal and fair distribution of work across multiple departments. It makes it easier to manage our people when the work is being handed out automatically as it comes in.

The interface is very user friendly, and very smooth and pleasing to the eye. I feel like these are very important things for a website such as Zendesk to have.

Customization of themes and colors could be improved, I'd love to see a red and black dashboard

I am working with patients and providers for an east coast chain pharmacy, and I process any and all requests regarding refills and prescriptions. Having all of these things so easily in one place and so conveniently accessible is definitely a benefit

You can do the system settings in a couple of days and start to respond to your users! The response time of Zendesk support is speedy; they give us a lot of information to resolve the problem.

Sometimes all option that zendesk offer can be a problem, but if you check the guide you can find the solution.

Zendesk support help us to respond at all information request and do this fast and accurate

I love that there's so much customization available. From macros to triggers to reports, I love that you can truly make your Zendesk instance your own!

Because there are so many options available, it can be challenging to know what features you're not using correctly or what apps/reports you should be utilizing. Because there are so many different connections to apps and customized reporting options, it can also be challenging to get support to specifically address your needs. I understand the reasoning for this, just tough when you need help!

The most obvious is that it helps us to interact with our customers seamlessly. This helps drive both sales and reduce member churn. Zendesk also helps us identify what problems we need to solve because of its ability to report on our interactions (or missed interactions). These insights allow us to pivot and change our strategy as needed.

Very intuitive, easy way to manage different issues

There is no unsend option. A 10 -20 second delay would be welcome

All kinds of customer issues.

Their support is incredible for a large company like Zendesk. Each update has given the software more versatility.

It can be difficult to manage the software for non-tech savvy people.

Problems that have arisen with some agents have had problems with the platform.

Unlike other CRMs, Zendesk is built for support first and adds additional functions as a bonus. Due to this they have a pretty robust knowledge base product (Guide) and really good out-of-the-box reporting (Explore).

There are places that more customization would be necessary (some things cannot be turned on/off individually within permissions for instance). Some features could use a few more bells and whistles (via configuration on/offs) to match how many companies would want to use them for their business needs.

The simplicity of a product that does what you want to do first without complicated configuration was huge. Other products required a massive amount of undocumented knowledge and custom dev to work. Or focused one specific feature only and didn't have the breadth of capability needed for a true support team.

It's a one-stop solution for all business needs. I don't need to look for any other application to manage, emails, social media, or even calls.

There are multiple applications for different integrations in the Zendesk marketplace, and the review from the other businesses/ users is not enough to decide which one is best for us. There should be some recommendations from Zendesk as well.

Managing customer queries Inter department transfers All the social media platforms are integrated Ticketing solution for the call center Help page management

The diversity of the suite for managing all channels and the way we can hook other data into Zendesk is awesome. The simplified suite plans contain a far better price offer than before.

Certain limitations and/or bugs with new features that replace older functions at launch with no clear information/heads-up on these limitations or changes. Specific features that need improvement: Dynamic content should be more widely applicable. Automations should be able to not only specify business hours or calendar hours but also x amount workdays (by changing the opening hours, everything would stay working as designed)

Centralized management for communication, the suite enables us to build scalable solutions to optimize the experience and cost per request by automation. The relative ease in with Zendesk can be managed

I like that everything is set up for you and automation makes it easier.

There are Limited Apps and the pricing is high.

Tracking IP address, and i realized that I can convert comments to Private Notes :)

Zendesk Support is easy to use and has many useful tools that help to make out IT staff more efficient.

I don't dislike anything about the product.

Zendesk allows our staffto respond quickly and make sure the correct resource is assigned to the ticket.

I like to do many views and filters my tickets.

The client can't put images by copy/paste in the chat.

I resolved more quickly my client issues and I can have a real follow-up. I gain some time on my response and efficiency.

Zendesk is like a one-stop solution for business needs. If you're trying to simplify complicated processes like communication or customer service, data bank and so much more, Zendesk is for you.

There is not so much to dislike but the initial setup could be easier. If you use multiple services and have a large team it may cost you a significant amount yearly.

We are trying to make our customer service and support department work more efficiently. With the help of Zendesk, we're able to set up processes and timelines. Iron out the issues where we were unable to track customer satisfaction and provide a better service.

There are lots of things that are great about Zedesk, the listed below are few of them: Managing tickets with each group is very easy with Zendesk, You can get individual views & their status assigned to different teams, inter-team communications for faster closures on cases, Reporting the data is a very complex task & time-consuming activity, however, with Zendesk, you can get all your reportings in one place with a single click, Creating custom macros for the help of associates helps in saving a lot of time You can create different triggers & set automation Knowledge base to help associates while working on questions raised by customers You can integrate multiple support channels & track the SLA's Custom fields & tag to track the data Easy integrations with external software, in-store apps to make the experience better. Great support whenever you need help from Zendesk team

Certain features are only available with the professional suit, for which there is an additional costing & paid apps

Zendesk helping in support ticketing where you can manage multiple email channels at one place, Live chat support, and chatbot to help the users. Knowledge base for the help of associates.

Zendesk's support is just amazing! Zendesk's tutorials are also very well written. I was able to use the instructions very well and understand everything very quickly. Also the Dashobard is very user friendly.

No iframe integration for the Help Center. Not so many formatting options for the E-Mail signature.

Productivity in our customer service. In addition, everything is now managed and processed centrally.

We find that the features available in Zendesk fit our needs very well. Not too much and everything is covered. Support is usually very good: responsive and qualified. Administering Zendesk is also pretty easy, we haven't had any issues setting up channels, permissions etc. There are nice third-party apps available on the store, many are free. We've expanded the functionality of Zendesk quite a bit for no additional cost.

Triggers and automations are often too restricting. We find that some features are arbitrarily not available, and because there are no if-then-else workflows, our triggers have become clunky and difficult to organize. The price goes up a lot if you require more features.

We are providing IT services to many companies, and Zendesk allowed us to organize their requests and efficiently divide work between team members.

easy to use and convenient. But it would be nice if the personal views do not have a limit

limited personal views. The max is currently 8 personal views (I know you can select the option "more", but I'm referring to the main page) and it would be great if there's no limit, or maybe an option to hide the admin views.

tickets, chats, and calls. Very easy to use

Zendesk Explore. Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports.

Prices are not favorable for small businesses

We can't send attachments in tickets through the Messenger channel

It was really easy to chat with them and get the help I was looking for - he even was able to log in to my account and screenshot where I should be finding the information.

Sometimes there were long pauses in between messages.

I was working with the Zendesk Support suite to enable reporting and exporting for my account. I was able to get the reporting enabled and will be able to work in more detail to analyze our tickets.