Zendesk Support Suite Reviews & Product Details

The immediate response I receive at any time of the day

I honestly can say I haven't dealt with anything on Zendesk support that I dislike

it is an amazing tool that helps me centralize all my user queries in one place

The support staff is very helpful during the setup process. Plugging it into our shopify store is easy, and we were up and running in no time. Compare to Freshdesk, which the chat feature alone cost 99 a month, I think Zendesk is decently priced.

The support ticket system get some getting used to. I am still hoping to get a Discord integration. UI is kinda old, but functional.

The omni channel through email, Twitter, Facebook and chat is what we wanted and what we got with Zendesk. Now I spend less time going through all the channels to find that one message where someone complained about a faulty product.

It was available almost instantly, and I received some excellent troubleshooting tips.

Nothing! Everything about it is wonderful.

They were helping me solve an issue with a time out and where tickets were not allowed to be saved (placed back into open, pending or solved status) without having to log out and reload the entire program

Smooth, straightforward interface—can easily switch between different features (email responses, reporting, live chat, etc). Can get started fairly quickly with only a small amount of training. With the right subscription tier, access to technical support is fast and efficient.

Pricing can get pretty steep as you add on features. Most of our clients are small businesses in a stage of growth—so while the features make perfect sense for their teams, sometimes the bill ends up pricing our people out. They also recently removed basic reporting from their basic Support Team plan (used to be included) which is a HUGE bummer, as well as removing quick live support (have to send an email instead). That being said, we still typically try to roll a client out into Zendesk before moving onto something less expensive, simply because the startup is so fast and easy.

The main reason we turn our clients to Zendesk Support (Team or Suite) is that their team is growing and they are answering enough customer support emails that they need to add to their team and thus need a comprehensive organization system for incoming messages that all team can see, prioritize, and collaborate to find solutions.

I like about Zendesk Support Suite is that all the tools are in one place. I can't express in words how convenient it is to have all the shortcuts and macros in one place. I like how its auto translations work so effectively for so many languages.

There are very few things I don't like about Zendesk Support Suite. I only don't like that sometimes the translator doesn't work correctly. It gets an error until I restart the computer.

Zendesk Support Suite is fantastic! Their customer service and live chat make it easy to solve problems in a short time. It saves precious time and makes my work more enjoyable and accessible.

The promptness and the different options presented to me to solve my issue

Given the nature of my question and its brevity I didn't have anything to dislike.

We generally have no issues with the suite if that's what the question implies. It is a great tool for redirecting tickets to appropriate parties and collaboration.

I love that it helps us integrate systems like tymeshift. We used to use gmail and google sheets for everything now we use support suite for the majority of our work

zendesk would have alot of technical issues sometimes. The amount of time needed to resolve is usually not clear however im not sure if that is out of their control

responding to customers faster Our team has very strict SLAs for customer assistance and it really helps. Getting information and being able to consolidate it for reporting to my management team

ease of communication with custumers ,easy to use software, easy to enter into direct chat with customers, easy to answer emails, several shortcuts that are suggested

I have no inconvenience using zendesk everything is clear to me, and it will be perfect if zendesk organizes online training and let us know of any new features

Receive emails from our customers and partners, help our customers with all requests for information,communicate via direct chat with customers which allows us to solve problems quickly

The chat was very easy to navigate and was taken care of quickly.

I have not found anything to dislike yet and have been working with ZD for over 4 years.

I was having issues with reporting, and they quickly showed me where to go for what I needed.

Zendesk is always on hand to provide support and they're always willing to go above and beyond for me.

There are no downsides to Zendesk - the support is great and there are plenty of online resources to assist.

Using Zendesk has meant we've reduced our support platforms from 4 to 1 in the space of 6 months. Our average response time is down from 90+ days to about 3

This feature really assists me to do many activities in the customer service area and all of the support team also have a fast response.

So far really good from my end and easy to understand

Related to ticketing system and reporting dashboard in zendesk support is able to support you very well

Lots of native features to customise an optimal workflow, as well as marketplace addons. The reporting functionality is also very easy to use or create from scratch.

When searching for specific views or triggers via settings, when you want to go back to the search screen it does not take you to the original search results so you have to search again

- Ability to communicate with the different parties on a single ticket (we're using the side conversations add-on). - Utilise 'light agent' seats for internal ticket communication between departments, namely between our engineers. - The use of automation and triggers to perform actions that would have otherwise been a manual change by an agent.

Ability to intergrate with social media, porting with phone and ease of use

It is good 👍 Only area is ticketing plan which though is good but for very urgent requests one feels it has taken time to adress. Maybe categories urgent requests separately

Multiple customer communications channels and ability to easily interact with all simultaneously and quick feedbacks/ assigning the concern support staff

The quick and well-prepared support provided for its users.

The FAQ is very technical and complex. Which eventually leads us to talk to an agent to ask for help.

It helped me to identify an issue with the time tracker APP caused by a change of roles involving a third party. Solving it helped me to keep measuring the productivity of agents.

Our startup is quickly growing, and Zendesk offers native integrations with our entire tech stack, from Segment to Chameleon. Zendesk works across all our channels, and its focus on just customer support (ie it doesn't try to be an email platform too) makes us feel confident that we can scale with it, without the pains of being locked into an all-in-one platform.

Live chat feature isn't as clean or slick as other providers, but we've been seeing most of our tickets come in out of hours anyway

We needed a way to triage and manage customer support requests all in one place, and ZD is the best in its class for that, without the bloat of an all-in-one solution.

I appreciate the on-demand updates and always feeling like I'm in the loop every step of the way.

I dislike the AI bot responses when I know I urgently need a support agent, but I do understand why they are helpful in other situations.

The support line not only lets me document present issues but also provides insight if other companies are experiencing the same problem so I know it is not an issue I need to resolve on my end.

Most likely think is the Zendesk support team. They are very supportive. Answering and helping very faster.

To be honest I like the all points of Zendesk. Of course, there is some system glitching but it is natural.

I am not a very professional Zendesk user. When I am asking to solve an issue they are solving it, and at the same time, they are teaching me.

The tool is easy to use and convenient in resolving the issue of users through this tool

I don't dislike anything regarding this tool.

I usely solve login issue of the user coming in email through this tool.

Automation and the different communication channels.

Challenging to understand what is included in our subscription

One place for all our support tickets from all different channels

Zendesk makes assisting customers a breeze

I would love if the IVR system for Talk was more robust.

Having a one-stop shop for all of our service capabilities.