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Zendesk Support Suite Reviews & Product Details
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 |
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| Segment |
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| 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.
Ticket tracking, and notification reminders.
Menu's changing when enhancements go out
Issue tracking and time to complete resolution times.
The ability to write internal comments on tickets and tag people allow for all communication on a ticket in 1 place
Some of the integrations with other systems could be more robust.
Centralized place for clients to ask questions and get resolutions. Also easy to identify when new knowledge base articles would be useful.
I love the use of macros for my team. We have typed up responses that we can use for our most frequent situations. My team can quickly select the macro and I know we are all on the same page for important information needing to be passed to the customer.
I don't really have anything I dislike about Zendesk. What I would love though is some short of keyboard shortcut that would allow us to access our list of macros quickly.
All of our customers reach out through Zendeks for help with their orders, questions about products, help with installation, questions about new products and just general knowledge. Zendesk gives us the tools to quickly assist and follow up if needed.
The ability to quickly and easily assign incoming tickets based on customer triggers and then apply automations. ALSO the ability to only accept tickets from specific domains, a great option for an emplyee-facing help desk
while the kind of paid support you can get when you're first setting up is AMAZING the kind of tech support you can get access to either for free or AFTER you are already setup is middling at best
taking multiple inboxes, email, instagram, facebook, other social media, even potentially sms, and phone calls and combining them into one or many specialized workspaces, it is a GAME CHANGER for companies who dont have the ability to purchase more specialized tools or develop their own tools
The quick start and ease of use, even for novices of ticketing systems. We were able to scale our support agency-wide in a matter of days, quickly meeting our emergent needs.
The additional costs for each feature. If I knew how to implement them easily, I might splurge on the cost.
Ticketing helpdesk questions/problems after a new software implementation
Sooth system i really enjoy the simple concept
The way i can quickly assist customers with issues
The way to manage volume
Zendesk Support Suite is very user friendly andit manages our customer messages effectively. The tickets are so easy to manage that's why it helps us ensure that we can reply to customer issues in a timely manner.
I really don't have something that I dislike in Zendesk support suite. ZD is a powerful platform and I'm still experimenting and looking for other ways to maximize ZDs features.
Isssues with receiving customer messages, this helps us because we need to respond to our customer tickets in a timely manner to avoid customer dissatisfaction.
I really like that I can split up my departments by "Brands". This helped in adoption of the product as it gave my users ownership of their specific areas. The knowledge base functionality is key and a great feature as well. Besides an IT knowledgebase I have other brands that are working on their own knowledgebase articles. The ease of use makes it possible to grow user education in a meaningful manner.
I would say the admin panel is a bit to get up to speed on. I had issues finding areas or knowing just what I needed to do to accomplish a task. The product does a lot and if you have any issues contact support or you'll be missing out on features.
My users can submit tickets for technical issues they are having as well as Facility issues, Quality issues and so on for the other departments. We are able to track issues and trends and come up with solutions as needed.
How you can have a team stay updated on every update that comes in and how it integrates with Zapier
Honestly can not think of anything else right now
We have all the updates come into our support email that multiple people can view and then we have it make a task in basecamp through zapier.
I'd say the most helpful part of Zendesk Support Suite is being able to have all of our outlets accessible for replies in one place. I've used Zendesk at two companies and this has been invaluable.
The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.
Allows our customer service manager to reply to customers quickly and she's able to track all conversations so nobody is left unanswered.