Zendesk Support Suite Reviews: 4.3/5 — Solid Choice

I like that I can manage my tickets with ease and if there are any suggestions for improvement, we can always raise it to the management

The ability to customize our views to our preference with ease

It helps me interact with the clients and resolve their concerns

Dealing with the same agent for your query Friendliness of the agent Continuous updates Advising next steps to try and confirm if the issue has been resolved

So far, there is nothing that I do not like about Zendesk support. I had a good experience

Blocked call. I couldn't make any outbound calls to a specific number. The issue has been resolved, and I can now contact the number.

As a portfolio manager of 11 condominium buildings about half of my work time is on-site or on the road. The phone app allows me to continue working anywhere.

The interface on the client side can be a little confusing from what I'm told by residents of my buildings.

I've only had one issue with the phone app screen jumping and not accepting updates. After a tech support correction, I uninstalled and reinstalled, and it's been fine since .

I was able to coordinate with our Business partners and clients without any issue, and the platform is new and extraordinary. The client also has great feedback on the product as well.

None. The Product or Zendesk Support Suite works well with our tools and business.

Most of our Travel concerns like coordinating with Hotel platforms and Airlines.

What I like the most about having commercial ties with Zendesk is the assistance, the support and the clarity of their processes. According to experience, the response of competitors is not as agile, and the support service is slow and less efficient.

What I didn't like is that due to the continuous changes in Meta's applications, processes have to be reevaluated and everything has to be rethought in a reactive way.

Whenever a conuslta is made, the team is always available to solve it and to do it in the shortest possible time and with all possible speed. It helps us to have an agile and timely response with our final customer, which translates into satisfaction with the service.

Customizations and ability to create something specific to your needs.

Missing Features that should be in a system like split and close

We use it for a ticketing system for our IT department.

The interface is easy to use, and it's very easy to connect to our e-mail system.

The administrator panel could be easier to use, for example, it's complicated to create some conditions since it does not provide logs.

It really helps us to improve our support ticket system. We have been using a different ticket system, which caused a lot of issues in tracking the requests.

Zendesk is very user-friendly and super intricate when it comes to detailing our customer/clients profiles and concerns. Zendesk will also guide you along the way by giving hints.

I think the only downside we've encountered while using Zendesk is whenever there's a system update/upgrade that halts or delays our transaction during the said scheduled maintenance.

Regarding maintenance or scheduled update/upgrade, Zendesk could have the option of downloading the update and installing it from the end-user on their most convenient time.

Zen Desk is the best way to support your users/clients/customers. Its so efficient and allows you to pull data and analytics from everywhere.

Nothing so far, its been great. Its very user friendly and customizable.

It is assisting us with helping our users solve issues that they are facing.

I like the chat, whatsapp integration over sunco and automessage system for segmented customers,easy to use, omnichannel system, new messaging options such as api call, new routing system(round robin) and great reporting.

I dislike most in zendesk that no diffferentiation exist for brands in chat. Answer bot actions is not failing for Turkish anymore. THe Apı integration is new to Answer Bot. Thats great!

It helps us communicate with your customers via different channels in a most affective way. .

The ease of using a widget/chat function allowed me to continue to work, reply to questions, and come up with solutions rather quickly.

There was nothing to dislike about the Support function; the only way I knew of the change was by sending an email, then I was directed to the widget/chat feature. Communicating the change would have been benefical.

We had issues preventing our domain from forwarding emails into Zendesk and creating tickets. We solved the problem on our end and then reported it to Zendesk to ensure our outage did not cause our email addresses to be blacklisted.

Zendesk suite is so easily usable for all staff and an easy way to communicate to all customers

Can be confusing at an admin level but their articles and help guides online have proven super usful.

helping sort multiple business in one platform and helps us be more efficient daily with our busy workload

Zendesk is used to manage customer-reported tickets, it serves as the connection between our customers and our support team and allows for internal collaboration that is both customer-facing and internal or private.

Sometimes, responding to an email is logged as an internal comment when it is meant to be customer-facing. When merging tickets the default behavior is to make them a public comment.

We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. Zendesk is a great tool to helping us achieve and maintain these goals.

My favorite thing about Zendesk is the ability to set up macros that streamline our processes. Being able to have answers written out that efficiently answer user's questions really allows our Support Team to move quickly while also providing a great experience for our users.

There isn't much I dislike about Zendesk, but one of the challenging bits is that we aren't able to grab information about a user's computer / web URL when they write in via the chat, meaning we have to have an additional email touch with them to gather that info.

Zendesk solves a lot of our automation problems -- my company has a very small Support Team, which means every minute counts. Having triggers, automations, and macros set up means our team has to work less for each individual ticket.

Zendesk has the most robust support system, I find the self-service knowledge center very helpful. I also love the speed of responsiveness the support agents have.

The new update where all live chats and messaging tickets submit on the same section of the CRM. If it's as it was, It enables agents to navigate chats better.

Managing customer relationships and ensuring a 360-degree view of all interactions.

Enjoy the customizations of using Zendesk, very robust!

We've noticed some issues on our customer replies to tickets not reaching customers at times, could be a user error but that would be our biggest pain point

Ticket organization and an overview of reporting for satisfaction and TTFR

Zendesk is an easy to use and sophisticated software suite that meets the needs of my company. I enjoy the opportunity to collaborate on each ticket with the end-user and other IT staff. It makes working together easy and fun.

There are little to few downsides to using Zendesk. However, if I had to pick something it would be the inability to manage your ticket tabs collectively. When dealing with multiple tickets I have to clear the tabs one by one.

Zendesk support suite is always updating the ability to personalize your environment by adding more features and apps to the market place. This helps me create a modern solution for both end users and other IT members

Very easy to get in contact with their support team and are able to get any issues resolved quickly! That paired with their expanding Help Center make this platform very easy to use, and learn.

For the Zendesk Support platform - as a user, I wish that the views are more customizable. I came from a company that used SalesForce before joining Zendesk and I wish that you would implement visual customizations (ex: Meter that shows what Stage a customer is in)

I was not able to add a voicemail recording to a new agent profile in Admin Center or the Sell settings. I worked with an immediate support agent that was able to create a case with their specialized team - who reached out with the link I was looking for to upload the voice recording.

It's quite easy to use, you don't have to be a technical operator to use it. The look and feel are consistent throughout the interfaces and it makes you more efficient as an agent

For now, I haven't noted anything that isn't helpful on Zendesk. Maybe I would in the future, I'm not sure

It greatly improves customer experience because the messages sent to customers are more personalized, giving everyone a unique feeling. It's also great how it makes agents more efficient via macros, and automated messages

They managed the ticket really fast and they were able to give me a lot of detailed information about all I need to procede. They sent me lot of usefull link regarding my problem and we already solved it.

Nothing at all. The time spent with the member of the Advocacy Team was good. He was able to handle my problem really fast and clearly get to the point without losing any precious time

We needed to know further information about how to connect our Twilio's number to whatsapp. We also needed some information regarding Telegram and they send us the correct link to the marketplace for the module we needed.

Chatbot quick in directing you to an agent

The chatbot is a bit confusing as it seems to store old conversations

Any functionality of Zendesk that are broken or lagging I can raise quickly to help us get back to our users

I love how simple the Zendesk Support configuration is. With no time, you can configure triggers and automations to auto direct tickets which save lots of time for your support team to do what they really add value to.

Triggers are very important and helpful, however, you need to be mindful of their order and it can be difficult to categorize with the new Category feature without messing up your trigger order.

Our Customer group use Zendesk Support suite to react to support queries as well as proactively handle Customer success queries. It's the single source of truth in our customer's interaction with our Customer group.

Agent Workspace is great along with the ability to have multiple integrations with different external partners such as shopify. This combination allows us to continuously improve our support offering.

We're currently having issues getting agent workspace setup with two of our domains and it has really slowed us down. It's also taking up quite a bit of my time which could be better utilised somewhere else.

Accesibility to support. Suite really has helped us provide support quickly and reliably. Agent workspace has also helped, in my opinion, how productive we are as a team.

Agent was very Helpful and solved my error quickly.

I do not like the fact that we cannot chat with agents right away when we need a problem solved

Can view tickets start to finish and it requiers less time

Usually, they are very fast with their responses and very clear in their communication.

I have no issues with the support service; however, I dislike Zendesk making changes without notifying its users.

We have many brands/channels in our Zendesk; customizing each and having them not interfere with each other can be very tricky. Zendesk has a lot of moving parts and even though I consider myself an "expert" in Zendesk, I still need to reach out to Zendesk Support from time to time and they always get to the root of the issue.

I find it easy and intuitive to access and complete my tickets. I like the support for hotkeys as well.

I dislike that I receive email notifications for every ticket and that I cannot change it without an administrator.

Zendesk support suite allows me easy access to my ticket queue. The benefit is being able to serve my customer's needs more effectively.

The chat was active till the issue was resolved

Immediate support on chat, initial message was after 15 mins

Regarding the Zendesk Chat Visitor name and it helps my agents

I like that I was able to resolve my query via chat instantly instead of waiting for a response via an email

No issues, the option to resolve via chat is always best

We use Zendesk ticketing system to communicate with our clients. Now that I understand the issue I raised and how to resolve it going forward, we can communicate better with our clients

Zendesk allows your team to create a highly customizable and rapidly scalable support solution. We love it. My colleague and I took on the daunting task of bettering the flow of tickets and phone support at our medium-sized business. Zendesk's automation (the triggers, macros, etc.) allowed us to offload so many decision points in the flow to the user without overwhelming them. We used conditionals on our forms to automate a 'living' form that adapts to the ticket the user is trying to submit. Too, we're able to take the automation and fields we've created for one form and seamlessly apply it to another. We've gone from a confused user base to one that needs only one directive: "Put all support requests in the Zendesk form. Call if there's an emergency." Then Zendesk gets each request to the support engineers as required. Zendesk is alleviating frustration from our users and is giving our IT Team time to tackle bigger projects that will launch our company into the future.

There are just a few tool features that could yet be improved in Zendesk. To be quite honest, from what I've seen thus far, I fully expect those improvements to be coming already. We're talking about very simple items like not being able to program a very specific function on a very specific automation element. Beyond this, we're so grateful for the time Zendesk has given us back that everything else pales. We love it.

Zendesk is taking the ambiguity our of our user support requests/ticketing. We had a confused user base that didn't know where to submit a ticket - phone this person, phone that one, email here, email there - but after we took the time to set up a couple of Zendesk forms, we can tell everyone, "Put all support requests in the Zendesk form. Call if there's an emergency." This has given our Director of Information Systems and our lead Support Engineers an immense amount of time back. They no longer spend several emails back and forth diagnosing an issue before ever getting it to the required party. Also, our users are less hesitant to reach out for help.

i like how is it easy to use and pefrect for customer feedback and relations

sometimes it have bugs or it get slow , or the instant chat get laggy

customer complaints and relations , feedbacks about our services