Zendesk Support Suite Reviews & Product Details

live Chat support is available 24/7 even in middle of the night the chat bot suggest replies to your queries and if not available unget connected to a live agent Support agent was helpful and patient to answer all questions

have to go through a bot to get to live chat at emergency n stressfull times the autobot answering first can get inconvenient

had questions about whatsapp chat integration, messaging and zendesk talk that will help me effectively use a messaging platform to communicate to custiicicibankm

It is easy to use. It is highly customizable as per requirement. Ticket management is very efficiently handled.

There is nothing in the application that I disliked.

It is helping us in managing the user queries and efficiently handling them. The systematic arrangement of the mails/tickets is really helpful in finding and working with them.

Zendesk is good to keep all of your customer information in one place/software - you can keep new, old, priority, etc customer tickets. It can hold a ton of customer information.

I wish there was a little more organization of how the information was kept - right now, searching for something can be hard.

Answering customers very easily. Can route tickets to different departments so they can take a look, very easily.

The easy web wedgit function is great while I'm working and have other tabs open

Would be good if it had a notification sound

Agent/account access

You can do pretty much everything custom fields, macro, trigger, automation and many more.

When you are on lower plan like Professional it does not have Sandbox

Simplified ticketing system specially if you have multiple brand. You can use 1 single suite plan/instance in multiple brands

- allows for a quick start without development effort - can be enhanced by setting up advanced trigger logic and connecting external systems. That requires quite some effort, but is worth it! - easy to understand trigger logic - easy to understand help center structure - option to connect muliple communication channels

- the single sign on feature applies to the entire help center. If you use multiple Help Center for different customer groups you need to build a workaround. - nested trigger conditions can only be applied with a work around

We classify incoming customer support requests from various channels, route them to the right support team, enrich tickets with external information, prioritize tickets within a team and automate the resolution to a great extent. This framework allows us to scale customer support.

Easy to use templates for emails is a great feature. Campaign and bulk email functionalities works easily

Custmer service could have been better with respect to issue handling quality and pace. There is alot of pending issues yet to be addressed

Data accumulation is one of the biggest problem that ZenDesk has solved easily, especially the self-service resource center is a bonus!

There are a lot of resources and articles which are helpful in navigating and using the various features and options of the Zendesk Support Suite. They come in quite handy. The Z-bot also gives directions and shortcuts to find them.

Reaching the support personnel takes much time. The live support is not easy to get. Need to wait for a long time. No phone call support either. They say email support only and it may take 24 to 48 hours to get back once the support request is raised. This is quite time consuming and not helpful.

We use it for handling our customer support requests. We have thousands of customers using variety of our product offerings and Zendesk helps us streamline our support offering.

The best part is that I can reach out to their support for every small and big question. And even if they are not available on Chat, they immediately convert it in a ticket and share answers to the queries.

At times, it gets difficult to find things in the system, however, with the help of their detailed KB, it really helps you to find the answers to your questions.

I would say its a complete package that helps you achieve anything and everything in this customer support industry.

The best Service Support Suite by Zendesk is helping faster resolutions of tickets along with multi channel support interface helps in sharing the the problems and client requirements to the development team for our own products.

Technical setup required, thankfully there are Zendesk experts to help and expensive if you want to use all features of Zendesk

Zendesk Support Suite helps in resolutions of client tickets, general enquiries received along with faster resolutions

We use several integrations which allow us to connect Zendesk with our other platforms. It's easy to link users and tickets to other data, and with Light Agents, we can get everyone who needs it the ability to review the linked information. Where there are no integrations available, the API is well done and well documented. The knowledge base and helpdesk have nice customization options to personalize it to our brand.

It can be difficult to get a high level, at-a-glance overview of all active tickets. We used the API (which is something I do like) to create our own dashboard to display active tickets and SLA's. The views section does not refresh automatically unless you are actively doing other things; We would have to actively refresh Zendesk and navigate through several pages to see the same data directly in Zendesk. Our custom dashboard refreshes regularly and displays everything compact enough to get that at-a-glance view we can monitor in real-time and share with others. The helpdesk requires third-party cookers enabled in customers' browsers. We have had security-minded customers complain to us that they cannot log in to our help desk.

Zendesk helps us engage with our customers when they have issues as well as reach out to them proactively for a variety of reasons. The helpdesk and knowledge base provides customers self-service and reduces the workload on our team members. The integrations and analytics/reporting allow us to find trends and engage other departments to improve the product and ultimately the customer experience.

There are so many customization options and apps you can add to truly make the platform work for your team. Personally love the Round Robin app for ticket assignment.

Their customer support can take a day to reply to inquiries, but Zendesk has a fantastic library of how-to articles with lots of details on how to complete troubleshooting yourself.

Zendesk makes it easy and fast to provide my customers with a fast reply with ease. My team is more productive and customer satisfaction stays high!

Its rare that we have issues, but on the few occasions we have the support has been exceptional.

For us there are very few, I am looking forward to improvements down the line and the new team members' preview looks great

It makes managing a great number of emails into our business easy, traceable and we are more productive as a result

I can see most of the options as very relevant to the work Its user friendly navigation is very easy non tech person can also easily understand the Zendesk tool and he/she can perform their tasks very handy tool

graphics view need some more automation or AI integration to this rest all is fine as per my understanding

Users/ customer issues supports

I enjoy using zendesk support because it has all the features I need for my team to perform efficiently. The ability to easily make changes and customize the experience is very helpful.

I do not like that I have to pay more to have access to all the customized reporting. If these reports are not available it should be easy to export all ticket history to create reports myself but it is not.

It is solving the problem of making it easy to capture customer information, feedback and support steps in one easy to use location. We are also using zendesk guide to capture help article information and store it in one easy to use location for both customers and coworkers alike.

The kindness. Zendesk operators are always very kind and helpful.

Nothing, the follow up was very efficient and hussle free.

I could not change the telephone numbers into an Italian number, so they offered me a UK number, that is perfect for us.

An all-in-one platform for lead generation and customer care. All of your communication options are available in one place: chat, phone, email, and social media. Allow for a great deal of personalization. Friendly to the user

For ecommerce and small organisations, this is not the best ticket management solution. They need a certain amount of effort and time. Only higher price tiers have the best features.

Reduce the number of steps in the customer support procedure. All of your support tickets may be found in one spot. Automated processes save time-consuming chores and provide multi-channel assistance. Improved efficiency

Las actualizaciones, soluciones a los problemas y sus integraciones

La mensajeria sobre todo por whatsapp, que no permite integrar con una API y que las herramientas del CRM debamos contratarlas por separado.

La unificacion del tablero de trabajo, la automatizacion de algunas tareas, y el tiempo y costo que en ello nos beneficia.

The friendliness and speed. 48 hours max

inability to get a rep on the line in realtime

Tracking of customer support requests and agent productivity

Unique learning and understanding factor

There is nothing as such which i don't like

It rolls out the solutions, team members. Organised them into group, assign admin user roles, creates any custome user profiles that users need.