Zendesk Support Suite Reviews & Product Details

Because Zendesk is so popular, many other 3rd party services support integration with Zendesk. We leverage the powerful ZenDesk API to connect things such as external answering services (creates tickets automatically) and support business analysis software.

There are zero serious downsides; the only issue we have faced is knowing a decent amount of technical information to integrate services with the Zendesk API. Support is more than willing to assist with this, but you will need to read through some KB articles also.

The company I deployed Zendesk for was previously using a lesser free solution. They needed to upgrade due to the business growing. The free solution was not cutting it anymore. The issues we have solved with Zendesk are endless, we have streamlined all the support agents in-house and are now using an external call answering service (Answer Connect) to place tickets in our queues with no direct action from the in-house support staff directly. Zendesk has cut all our support times down drastically with its excellent user interface and expertly designed ticket queues.

I love the depth and breadth of Zendesk. It is simple to set up, yet highly customizable if you have special use cases or business needs. The most important thing I need right now is a highly scalable tool that doesn't require me to look elsewhere once we hit a certain scale and Zendesk provides me that.

I have been a long-time Zendesk user and I would say I have little to no issues with it. The help center is great, the people that work there are awesome to work with. I guess if I were going to get nit-picky I would say that it seems lately there have been a handful of service disruptions that are likely tied to the AWS outages. Seems like I've had more system issues lately than normal but they haven't been show stoppers, more just latency.

We are providing our customers with an omnichannel way of contacting us. Right now the biggest problem we are solving is ticket deflection so we are spending a lot of time on help center creation, knowledge capture and answer bot configuration.

For all support activities for our clients, this tool seemed like one stop shop for all queries that customer had.

There is no undo option if you send incorrect resolution step to the customer. Also, the preset functionalities are not enough. The person supporting should really know the software before using it thoroughly.

Ease of problem identification and ease for the end user to let us know the issues they are facing. It also easily tracks all our steps taken to resolve the issue.

Ease of finding a ticket, There are multiple ways to find a ticket, through search,

Nothing, There is nothing that I dislike about the product.

Reaching out to customers is way more easier than ever

It helps to resolve the concerns of users in a straightforward way. Also, the best part about this is I can make my mistakes internal. Whenever I send a wrong reply, I make the note internal and send the correct response.

There's nothing to dislike. Earlier, I used this about the rating part, like whether the customer is satisfied with our service or not. Now, I see there's an option to give feedback/rating. That's nice.

I resolve crypto-related concerns, P2P disputes, INR issues, trading issues, and account management. The feedback part is beneficial to us to give our best to resolve their problem.

Zendesk does a lot of things right. It makes it easy to provide great customer support and not miss any requests. It makes it easy to collect the most often occurring problems and rank them. For me as the CEO it makes it easy to evaluate the work of our customer support team and the satisfaction of our customers. It makes it easy to see trends, such as how our ticket loads increases over time. It even made it easy for us to create a multi-lingual online manual for our products. Honestly, I couldn't be happier.

I think it's a bit expensive and I don't really like the model to charge by the user. I would rather get charged on another dimension or have an option for a low-volume user. For example, we would like to have several agents that only handle a few specialized tickets a month. However, due to the pricing this is not possible, or only at very high cost. So we need to resort to some hacks, such as putting a few tickets out of Zendesk back into an email environment.

Zendesk helps us to provide amazing customer support and track how well we are doing on that dimension

I recently upgraded Zendesk from a basic package to an enterprise package and the people I spoke with were nothing but helpful. I have been very impressed with the staff for their ability to help migrate and troubleshoot issues along the way. Thank you to Adam Levin &Philipp Oyama

The help articles can be a little vague at times, but the support staff were great at helping me.

Customisable emails for each of my brands and the ability to build a in-app help centre to bring the support I can provide to my customers to a much more personal and helpful experience.

The Reporting Tool. The basic structure of columns. Speed and efficiency while working The views can be sorted. Eye icon was available in the view itself Monitoring was easily possible

Notifications were missing. Views were no scrollable

Customer support. Hence reporting on issues.

The time it took for my query to be answered.

Nothing. Although they were unable to fix the query themselves, they guided me to the right people to get it fixed.

I needed help via ZD suite support. They did everything right to help me.

It compiles all of our methods of contact into one place. This allows us to have a customer database built from customer contact, Phone calls and emails all fall together. When we receive contact, it gives us a place to see all of the customer's history in one place. It is incredibly intuitive and all of the efficiencies it drives helps our business hugely. A few to mention are Macros, Triggers and Automations.

I would like if there was a bit more functionality with some capabilities, for example, Macro's. It would be a bonus if they were able to work (at least somewhat) with HTML, so that we could use hyperlinks in our macros. There was an addition to Triggers that i'd thought would be useful however i can't seem to recall at the moment, apologies.

We used to have a bunch of different systems to manage all of our customer contact. We had one system for phone calls, one system for emails and another for internal requests. Now we have compiled all three together using Zendesk. We've been able (with help from the development team) to integrate our phone system, 8x8, into zendesk so that our agents can use Zendesk for pretty much everything customer facing. We've found that this is increasing our service levels as now our agents can see everything they need on the one screen. Along with the efficiency of Triggers and Automations working in the background it stops a lot of the monotonous tasks that agents would have to follow. Also macros are a big efficiency as it means our agents can reply to a response within seconds instead of minutes.

The Support product is flexible and intuitive to use.

The licensing model seems a bit sketchy... For example, a billing contact needs a license even though they are only going to be updating credit card information.

Zendesk is giving us a complete solution that includes an integration ticketing system and a Help Center!

I like the way Zendesk has divided the queues.

I don't think that there is anything to be disliked on zendesk.

I solved P2P dispute of users.

There are a lot of resources, and if you create a ticket for something you have not found, they can help you that way as well.

I would like more granular customization.

Ticketing system and Knowledge base

The interface is simple and very intuitive. Users like the look and feel of the help center. The integration between the different channels is very convenient when trying to achieve one platform

Does not integrate easily with Office apps. Specifically Teams and Power BI which is our standard reporting platform. Extracting data from group memberships and other fields is not easy and must be done by the Zendesk support reps

We use the tool for our internal support. There is no external service offerings with this platform. We have consolidated multiple channels into one solution and integration.

It's relatively easy to set up and manage external requests while ensuring they are resolved in a timely manner. Also, love the data functionality to track progress and see trends to identify areas of opportunity both for the teams and the individuals.

Wish there was not a limit to how many custom views could be added views list homepage.

Customer service and retail partner suppot.

Communication was quick and easy and the on-screen chat to take care of the issue was easy to use.

There was nothing to dislike. The GUI was good.

A technical support issue on my website.

The best think about zendesk that i like is that it is not fraphic intensive and loads up very fast on the laptop/mobile phone. Also the it is very user friendly and uou can get the hamg of it within a day.

The thing I dislike about the suite is that sometimes, when I am working for extender hours on the suite, it starts lagging a lot. I then have to restart the suite to fix this issue.

I have been resolving the issues that users of our app face and they raise to us within the Zendesk help suite. As of now, our motive is to reduce the first response to the user to within 2 hours.

The install and setup was a breeze. Seems like just following down the column of all the setup options and their accompanying descriptions made it easy to setup.

It seemed a bit difficult to understand the roles and their purpose. Switching them to the final configuration required interaction from a physical agent over at Zendesk. That person was readily available so it wasn't too difficult to correct.

Easy to setup professional Customer facing helpdesk with low complexity and cost.

Zendesk configurations are seemingly endless and while a basic configuration can take minutes to set up and be ready to go, the flexibility and add-ons allow for each instance to be configured to meet the needs of your business. I have implemented Zendesk in multiple companies I have worked for directly as well as for B2B clients of those companies, we've connected it with proprietary systems as well as apps available from the marketplace. Each time the configuration was unique and the clients were left happy with a customized solution to their customer service needs. The Customer Advocacy team at Zendesk is fantastic, any time there is information to be shared they ensure to reach out as quickly as possible and inform us of what is going on, and in return, they are always open to listening to what is going on and what our needs are. They will take away feedback and come back with a solution, or if one does not yet exist they'll let you know the best workaround and try to get a more permanent solution onto their roadmap.

There were some systematic opportunities I had with Zendesk for a long time, recent change however fixed almost all of them. If there were one opportunity for Zendesk, it would be to scale up so their roadmap wasn't so long. While their customer advocate teams are great at communicating new changes to the system and also are excellent at listening to feedback, the time the tech teams take to actually implement suggests that should come as out-of-the-box solutions can sometimes be quite lengthy. In the end, I have always just considered myself thankful that they do in fact listen to suggestions and get them on the roadmap when they understand their value to the Zendesk community.

The biggest thing Zendesk offers us is an all-in-one solution, before we used Zendesk calls, chats and emails were in separate systems that did not talk to one another. With their recent implementations of the Agent Workspace and Focus Mode, it's now extremely easy for agents to gain insight into what a customer has previously talked to us about and anticipate where the conversation may go, all while remaining dedicated to that customer and avoiding distractions. Additionally, Zendesk has allowed us to have great success in driving self-service options keeping agents away from the easier questions, and free to dive into the more challenging customer service issues that really need our attention and dedication.

We love how they have applets for helpdesk knowledge base article management for easy HTML article creation making all of your support content available to your entire customer base and we also like how phone, email and live chat support can be easily integrated and completely managed with large teams of support agents with ease.

We wish the social media support integration was more robust with more features for more and all social media platforms such as youtube, Pinterest, Facebook, Twitter, and linked in.

With the Zendesk support suite, we are able to take care of large volumes of customer interactions with ease. Since we are able to respond via live chat phone and email we are able to help large demographics of people who like to communicate for assistance in different communication mediums. We are also able to use the answer bot to automatically refer customers to help desk articles that may solve their problem without them actually needing to contact our team. This brings down incoming support requests allowing us to provide better support to the customers who do need one on one help.