Zendesk Support Suite Reviews & Product Details

Quick, efficient and very motivated support.

Not all the features I need support with are available in my paid plan.

Topics related with coding and triggers. However most of them the support is not able to help as they are features from higher plans.

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.

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!

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.

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.

Unifies communication, for this reason it is very efficient and makes communication cleaner and smarter

Bureaucracy to add customers and eventual bugs in platform

Agility in the solutions, this means that there are no lengthy interruptions in communication

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.

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.

The omni channel experience, new agent workspace that allows agents to serve users via multiple channels in the same ticket

Chat is still lagging a bit behind- dashboard is separate from ZenDesk

omni channel experience and serving our users where they are using their preferred channel

All the features are well thought off and nicely implemented. The integration between the products makes some of the tasks very easy to manage. The User Interface and the User Experience are awesome!

Bulk Administration. No way to trigger based on Users and Organizations. Advanced connectivity with other backend tools. Formulas to update the fields. SLA placeholders not available.

All the different channels of customer communication in 1 single place