Unclaimed: Are are working at Zendesk Support Suite ?
Zendesk Support Suite Reviews: 4.3/5 — Solid Choice
Zendesk offers a complete customer service solution that’s trusted by hundreds of thousands of customers. Recognized as one of the best help desk platforms, it’s a completely scalable solution that lets users manage and respond to queries from several channels using a unified dashboard, including social, text, voice, email, live chat, etc. Zendesk also offers comprehensive analytics and reporting, a reliable knowledge base and forum, as well as over 1000 integrations pre-built into the platform.
| Company | Zendesk, Inc. |
|---|---|
| Year founded | 2007 |
| Company size | 1001-5000 employees |
| Headquarters | San Francisco, California, United States |
| Social Media |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Desktop Mac, Desktop Windows, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Compare Zendesk Support Suite with other popular tools in the same category.
Simple and easy to understand and the features are awesome
Limited characters you can write in the comment box.
It help me organize my daily tasks
Automations and integrations - deadly combination.
Sometimes, basic features required paid integrations.
Centralise csutomrer problems from various channels and address them in a unified way.
I like how easy it is to chat with a real person in real time while still using the Zendesk interface.
Easier customization of the agent signature.
We are able to track the response time being spent on customer inquiries. Also able to track all inquiries per customer account at a glance.
Solid user experience, reliable, no downtimes, high customizability. Built-in knowledgebase, and good support for templates. Fair pricing, allowing to give access to a large team via light agents.
Honestly, nothing. Maybe being able to track in detail the time spent on every customer would be a nice addon as we had to implement it by ourselves.
Supporting customers via email. Typically providing technical support requests about our products (such as CKEditor 5).
Interesting, really enjoy that it can be used with other platforms to make my life easier
Similar to other platforms & plugins available
N/a
Very intuitive to use and the categories/groupings allow customer success agents to prioritize issues.
Not about the functionality but more of the pricing.
Being able to identify key customer complaints and prioritize which.
I love using zendesk, I hadn't previously used an sort of CX ticketing platform so I was nervous coming in but the platform is so easy to use and navigate I was able to jump right in. Our CSM is also so great and helpful.
I don't have any complaints, I really enjoy it.
We use it for customer inquiries and complaints. It's easy to navigate their question to the right department of our tier one agents are not able to answer
Zendesk Support tool is easy to use for customer support.
So far I don't see any downside of the tool in handling customers concern.
As na customer service representative this tool is a platform for us to get in contact with the customer to assist them with theri concerns.
Zendesk is a very user-friendly application. You can organize and segment the ticket information pretty easily; all that information is visible to the team.
I don't like that there aren't many tutorials online on how to use it properly or how you can use it more efficiently. I had to learn by using it and trying things until they worked fine.
Zendesk helps us by delivering service to our customers who are facing issues with their products, also it helps us to track and manage the clients and connect all the information with the support team.
What I like best is the convenience it offers to me as a Customer Support. The options are very useful in doing my Job, the same with the reality that it's user-friendly. I really like Zendesk.
In rare occasions, there is a latency that needs to be fixed. But no worries, this just happens on a rare occasion so overall, furthermore, the graphic design needs to get more of modern.
As an agent for customer, I am encountering problems in having a hassle locating buttons or options, Zendesk has this feature where you can easily locate the options that you need. So it is very convenient especially when you are speaking to multiple customers.
