Zendesk Support Suite Reviews: 4.3/5 — Solid Choice

The way, agent handled the situation and tried understanding the concern

Nothing much! Really nothing that i didn't like.

We couldn't view few tickets.. it was well explained that they never generated in the system

With some very simple triggers and automations, its easy to create a system of action that drives all tickets towards resolution. The plethora of integrations available add business intelligence power ups.

There are some strange gaps in features, like the ability to configure events or create views around a ticket "follower". Ticket types are restricted to 4 default values.

It greatly improves the consistency of the customer journey and reduces the amount of backlog compared to the previous solution we used.

Simple search functionality and easy to maintain Knowledge Base / Help Center

No dislikes. It's working well for us. Thank you!

Search function wasn't ranking results properly. It has been resolved and is working properly now.

The immediate report received after the bot sent my request

I thought having the bot send my requests was silly but it worked out quickly either way, I was able to get the quick resolution that I needed without having to wait for an extended amount of time.

Helped me resolve an issue regrading my permissions/views

On-call support, like support's chat feature is personally my favorite. Being able to quickly get help without having to leave the platform or switch to email is amazing.

There's nothing at the moment that I dislike. If I had to choose something, I would prefer there be more hands-on support actions, rather than a push to have clients solve issues themselves using the Help Articles.

The Zendesk support suite solves real time platform issues like problems with triggers, suspended tickets, sorting issues, etc. General maintenance and platform usage

A lot of possibilities for supporting customers. Also automating things to prevent manual support.

A huge amount of easy and small feature request are waiting since years in the community. Easy to fix but Zendesk is only focussing on new products they charge again for. Basically giving the look of Zendesk being greedy while already having huge prices while especially the more expensive plans additional functions do not really justify the often doubled prices.

Providing a solution for customer support that can help fixing customers problems while also being able to save time because of automations.

Wide opportunities of automation, very smart and solid solution. Special programs for startups and trial period to test-drive the solution without any commitments.

The solution is very well developed and that's why it requires some time to learn about all the features, triggers, automation etc.

Zendesk is your company's enterprise-class CRM system!

Zendesk has a user-friendly interface that makes it easy to manage and respond to customer support requests. The platform also offers a wide range of integrations with other tools and services, which has helped streamline our support process. One of the standout features of Zendesk is its robust knowledge base and self-service options. This has allowed us to reduce the number of incoming support requests and provide our customers with the information they need to solve their own issues. The analytics and reporting tools in Zendesk are also top-notch, providing valuable insights into customer behaviour and support trends. Overall, I highly recommend Zendesk for any business looking to improve its customer support operations. The platform is feature-rich, easy to use, and provides excellent value for its price.

It's difficult to report on Zendesk data with an external BI tool. Zendesk Explore does a great job of helping you visualise your Zendesk data, but if you want to combine this with other business metrics then it's often necessary to create a table report and export it manually. It is possible to access your Zendesk data via an API, but it's raw and does not benefit from the data modelling that happens inside Explore.

With Zendesk, we can centralise all of our support channels in one place, making it easy to keep track of customer conversations and ensure that no inquiries slip through the cracks. The platform also offers us a range of self-service options, including a comprehensive knowledge base and FAQs. This means our customers can find answers to common issues on their own, which has helped reduce the workload on our support team and improve the overall experience for our customers

The suite is very easy to use. I like the number of options that are given to resolve an issue.

I am still waiting for a response to my comment on the Community Article.

Zendesk is solving my issue of creating a more unified and simplistic experience for my website.

Having all of our agents and tools in one place.

If you are trying to set this up from scratch it can be a steep learning curve

Zendesk allowed us to combine our existing tools into a singular solution giving us a greater view of the customer journey.

Ease of use, Zendesk does more for me automatically than I could have ever imagined and the configuration was sooooooo simple and easy.

Light agent roles only allow for internal comments. If they submit request via email as an end user it does not append the comments or email as a public reply.

Zendesk is providing me reporting and the ability to escallate while keeping the same ticket and form available. It allows multiple different departments to input and track tickets worked by the support staff.

I love the support page for agents. They can access all channels from one view and switch between communications types like email and chat all in one page. Then as Admin we can give analytics through Explore for our agents. I love how customizable Zendesk is to personalize the program for our company.

Because there is so much information, it can be hard to sift through the support articles to find our own answers. Also, because there is so much that can be customized, it would be nice to have more resources on how to get/pay for consulting help on how to properly customize our zendesk.

It allows our agents to efficiently resolve customer problems and keep everything organized. Also, having so many channels of communication allow our end users a variety of options and communicate with us on their preferred channel.

We use Zendesk for more than a year now, and we are very satisfied. We have a Zendesk Suite Professional plan, which has exactly what we need to integrate Zendesk with other services we use or create ourselves, and to be able to extend our business to almost full automation when it comes to technical parts.

We like almost every aspect of Zendesk Suite. The only thing we discuss at times is the price, as we pay per agent and at times we do not even utilize all the seats. It would be good to have some admin seats that are not used for chat/support, and that are not paid for, it will be easier for us to automate even more.

Zendesk Support Suite solves most of our problems when it comes to the communication with our customers and helps us automate receipt emails, trigger specific webhooks, and track sales properly.

I like most the fast response time and the point that I got a solution within a day. The response time is excellent for a company that is that large. I requested help through chat, and I would recommend everybody to do so since this is the fastest way of getting feedback. If we talk about functions, the best feature is the integration of everything in one place. Our agents are a lot faster compared to our legacy system since we have all information at the same place. The best feature is chatting. This feature enables us to support our customers in different languages wordwide. As an admin, the easy setup of roles and groups is a big plus + the transfer of the "roles" and users into chat (if you integrate it).. The integration of SFDC is straightforward and allows you to transfer most of the account data (like organizations) into our Zendesk. If you understand the logic of the APIs, you can almost integrate everything into the product. Last thing is the "explore" feature. "Explore" is a tool to measure almost everything regarding your support team. With "explore," we can get more detailed reports to see what we should "attack" next to get better customer feedback.

We are often facing issues with the pod where our Zendesk placed. Mainly in the evening hours (central Europe time), we have a lot of downtimes. The integrations of apps in chat while working with the integrated agent interface are complex since you have only access to apps in the product "chat" if you are using it as a stand-alone solution.

The most significant advantage is "chat" and "guide". This product enables our customer's online help anytime. Also, our agents can solve more tickets at the same time by using articles to send to the customer.

it is very efficient and helpful and the assist is amazing

there is nothing that i dislike about it

it solves everything and it helps me do my job better as well as assist my customers better

It's a streamlined approach to managing people, customers, and their request. Keeping track of which people are on which task and delegating to the correct partners is something that is essential to keep a business efficient, and Zendesk does just that.

It could be more helpful to have more easily available custom support functions and administrative roles, although overall, there is a wide range of possibilities and macros/triggers are simple enough. If something is confusing, help is just a click away.

Zendesk is solving issues related to organization of our customers and their needs, and connects those needs to the people who are best empowered to fulfill them.

The multiple avenues for ticket creation. i am especially impressed with its Microsoft Teams intergration.

the default setting of all goups receiving every unassigned ticket. It makes sense, and i know it can be changes in admin access

Tickets within Zendesk manage almost all of our processes and communication for Support staff. I have never seen a company as integrated with a ticketing system outside of an IT ecosystem as ours. I am surprised at how well it works.

Simple UI and basic elements of managing tickets without a huge learning curve. Starting to work with Help Center and hope to increase self-service options for customers.

Not much. Getting helpdesk support can sometimes be slow, but responses are usually helpful. In customizing the UI (say, for Guide/Help Center), if I make changes to code, it's hard to track what was changed and thus revert to a prior state.

Customer Success! A must-have tool for managing customer interactions. Planning now for our next stage of growth where we'll need to plan for sub-linear growth in support costs, via greater automation.

I think the customer support team seem extremely well trained, they are helpful and answered all of my questions even when I had more. They also knew exactly what info I needed and directed me to where I could quickly resolve my issue.

I honestly cant say that I particularly disliked anything about the experience I had today, perhaps just that the answerbot didnt really answer my question however sometimes I know answerbot is not going to be able to provide the tailored answers needed.

It allows us to communicate with all of our customers efficiently, smoothly, without interruption. The reporting function is brilliant in terms of seeing what tickets are coming up for us.

Zendesk has an integration option to your company's CRM, meaning all of your tickets will be automatically logged into customer profiles rather than manually inputting them in the system. The construction of the dashboard is neatly organized and easy to explore, even by newcomers. Great feature of dividing client inquiries by language groups makes task distribution between support agents easy to handle. Tickets have the option of both internal and public messages all on the same page so that you can review cases within teams first before providing a final response which is great as you don't have to involve external inboxes. If your organization has multi brands, Zendesk has this covered, and each ticket can be responded to by a designated email address for each brand with a simple click. The footer of your responses can be different for all of your brands. Zendesk has a great search option that has all the filters you would need to cut down your results to exact. If you have daily KPI reporting procedures, you have the option to extract your inbox as an excel file sent to your email. Another great feature (one of my favorites) is that Zendesk provides you with a guide center that you can customize with themes and implement your FAQ page on it. If you are looking to receive community responses on your page articles, this is also possible (toggle on and off option). Each agent has a page (under their name) with tickets assigned to them as well as tickets they have responded to, so from a management perspective this is very useful. Zendesk does have a support chatbot, but you can easily connect to an actual support agent if needed, and this is great as nowadays in many companies, this is very rare to find as most of them avoid it. Let's not forget you can combine it with your external chat service providers so that whilst your team is offline, tickets are automatically created by customer inquiries submitted through chat.

As a user of 5+ years, I have not encountered minuses yet.

Managing all customer inquiries as well as internal team communication within one place saves a lot of time and effort. Having your Zendesk integrated to your CRM allows you to just respond to the customer and not worry about recording the communication each time in the customer profile yourself. Although not personally used by our company as not required, Zendesk also provides you with a Whatsapp API allowing you to use services you need with an already trusted provider, and of course this means better in terms of costs as it would be a part of your package.

The most important thing is the ability to manage and organize a huge amount of information in addition to providing a totally transparent experience for customers.

The tool has some configuration limitations, for example, it is not possible to add a column with the requester's email in the ticket display. Also, in the display rule selection, it is only possible to add 6 keywords.

It allows us to centralize all our clients' communications on a single platform that can be accessed by all collaborators and consulted over time, allowing to have traceability of all the attentions of a client.

Zendesk Support Suit simplifies building a customer support framework with all the necessary tools needed to launch your support services. From real-time chat, email, and ticket-based support, to analytics!

There isn't something that I particularly dislike. However, automation and triggers can be more intuitive. I feel that the interface for this could be better as well. If you could make it look something like Zapier, make it look more dynamic, the better.

Organizing tickets, prioritizing issues and queries and having a workflow that involves multiple departments. Reporting and assessment of team's performance is also something we are constantly looking to dive into and Explore's features are robust enough for us to look at every aspect of our performance that matters to the company.

The chat function is unmatched! So quick and easy to use.

Absolutely nothing at all! Everything is amazing.

They helped me solve an issue of emails not being received. It was quick and easy!

All areas: - Support - Chat - which we integrated into our online products - Guide - which we use as our support portal - Explore - for all our reporting needs

Licencing - if you need for only some of your agents to have access to a certain area, you can purchase a fewer number of licenses for that area that your overall number of licenses. For instance, WhatsApp messaging, we have 85 agents, but only 20 would use whatsapp messaging, you can't buy 20 licenses, you have to buy 85. This is the same for all "modules" in Zendesk

We use Zendesk to log our customers support tickets regarding our software. It allows us to have tickets logged via phone / email / chat and then follow up on any of those channels.

Great customer support, Easy to get started!

wish there was a way to have direct extensions and a directory with IVR

Easy ticketing solution and automation allowing us to handle customer support with ease.

Zendesk is the most intuitive ticketing system I've used as an agent. From an End User perspective, it can provide a similar experience as other suites, but from an agent and admin side, it is very user friendly and intuitive to navigate and configure. For agents that don't utilize Zendesk often, it's very easy to pick back up versus relearning every time you login. Macros are also a game changer for frequent users.

Certain functionality is not possible or is difficult to configure, even by Zendesk experts. Importing lists of information for drop downs, integrations with other systems, etc. Functionality that comes standard through other systems is custom or not possible with Zendesk. However, the pros have outweighed the cons.

Zendesk supports our employee population and new hires. It provides a means of communication and problem-solving that is fast, easy, accessible and efficient for everyone.

I love being able to contact them by chat and immediately talk to an agent who can provide troubleshooting steps or tell me if the issue is already known in their system.

I would have preferred to receive more information about the issue I'm experiencing without having to actually contact the system first. If there is a known issue, it should be informed to potentially affected customers.

Zendesk helps me and my business keep in touch with my customers and it's a key aspect of my business so having a quality support team that can also support me and my business is critical.

Zendesk is excellent for many customer support agents - very easy to assign tickets within working 'Groups.' Automated macros (or pre-populated responses) save me hours of time each day!

I've had trouble integrating Dialpad (internet phone software) with Zendesk. Although calls come through well and transcription of voicemails is great, I cannot figure out how to have Zendesk track missed calls (our organization calls back any missed calls during business hours).

I can receive anywhere from 20-80 support tickets per day. Zendesk allows me to quickly answer these inquiries with macros, and I love the 'resolution' and 'tags' feature, so I can mark each ticket as to what was resolved. GREAT support in reporting # of tickets, customer satisfaction ratings, and ticket trends over time.

We have been using Zendeask for a number of years now. It is very simple to install on our platform (wordpress). Our customers find the chat widget very engaging, and it helps us to develop sales through customer support.

The only thing we would state as a negative is the big jump to a paid plan. You can only use one agent at a time on the free plan, which can sometimes cause issues when more than one customer wants to engage. Other than that, we think it's great.

It allows us to interact with our customers at important stages of their buying process. Whether we answer a query about one of our products, offer a discount code or send them a link to other items that they may like. This is vital when wanting to increase sales.

It is SAAS: meaning you don't need to care about infrastructure. Also, the product is constantly improving as per support industry trends and best practices: you don't need to develop features yourself. Want a knowledgebase - you got it; want a chatbot - it is here. It also has omnichannel support: call center, chat, ticket system, integration with social media, slack and whatsup. All are in one place, and you don't need to spend resources integrating 3rd party solutions yourself. The marketplace also has a lot of extensions to build any workflow you might need.

Technical support is not the best: it takes forever to get a response, and often it is incorrect. Most of the time, you have to find an answer yourself. The fact Zendesk keeps an extensive knowledgebase and has a great community they support makes things better.

No need to maintain an in-house solution: meaning no expenses for development, servers, etc. All in one place: chat, call center, and ticket system integrated out of the box. One of the biggest communities for ticket systems: a lot of support comes from it. Huge marketplace: enough solutions to implement any workflow. Great resources for developers: API, documentation - if something is not covered by marketplace you can implement it yourself.