Zendesk Support Suite Reviews & Product Details

It allows to create a handful of business rules that allow a seamless experience to the agents and at the end of the day to the customer we serve as a software company.

At the moment, I would like many features that are offered via third-party applications, to be developed natively; this would allow a simpler configuration fo the tool.

It allows the company to serve our customer base when they have technical support inquiries and streamlines all the internal processes that guarantee effective and quality response interactions.

I like the AI summary feature! It's helpful when trying to get a pulse on a longer thread of communication. I also appreciate the task bar and how it assists in organization and task management.

I do not like the order of notes on the screen, as it now lays them from oldest to newest. I also do not like how URLs cannot be "hyperlinked" within the organizational level of Zendesk.

AI is making summarization faster and therefore leaves me with more time for me to give my clients. Also, it makes it extremely easy to stay organized and keep customers and coworkers happy!

It's easy to use and set up. You can customize your instance to fit your support needs. The reporting piece, Zendesk Explore, is excellent. You can create custom dashboards and scheduled reports to keep track of goals.

Zendesk used to have excellent customer support if you ever needed help with backend stuff. Recently, they removed the option to submit a support ticket and replaced it with a chatbot. It's a big step backward in customer support.

With the out of the box setup, we were able to reduce customer wait time by triaging tickets to the correct teams quickly. The ability to track Customer Satisfaction scores helps managers with quality control.

Everything channel of communication is centralized and easy to access in order for staff and managers to get together and answer help tickets in the best way.

There is a small learning curve in order to adjust the admin settings to best suit your team but it is a small learning curve.

It is organizing all of my tickets into manageable piles of work

Zendesk has a solid mobile and web app. We like utilizing email transport to funnel support requests into the portal, where we can manage the scope of all support needs and requests, centrally.

Zendesk has a little work to do with its Teams integration but they've been responsive in communicating their roadmap for continued development in this area of the platform.

Zendesk helped us take our support requests out of individual Slack/Teams chats 1:1 and land those centrally, where our entire team has insight and viewability.

The ability to quickly respond and update customes regarding the status on their ticket. Super fast and easy to do.

Nothing sticks out, but we don't use the Talk Feature as it was a little confusing.

It is solving the ability for us to not have to host our own Knowledage base. As a small start up, it made sense for us to use a third part to host support docuemntation.

the best aspect to me about ZD's Support Suite is the capability of having all active agent channels in one software for better communication transparency & organization of customers interactions

I just came back to using ZD after my first usage starting in 2012 & it seems to me that with the additional features, there's a lot more bugs that can be problematic

it solves the headache of organizing day to day service interactions with our customers since it does this for us automatically being the one CRM we use to communicate with all customers

Everything is easily accessible and grouped be it support documentation, ticket support, or even telephone and livd chat.

Only thing I wish was that live chat was more easily accessible and configured (similar to intercom)

Easily allowing support ticket inflow, responses, pre filled details and assignment. Additionally customer support documentation hosting.

What's great about the Zendesk is that it is really beginner friendly, user friendly,easy to work with too and a very efficient support provider. I've been using this platform for 4 years not until our company changes our tool recently this year.

The only thing that I dislike about Zendesk is that sometimes (not all the time) when Zendesk support system updates, we would encounter error or glitch on our end while using the tool.

Well since Zendesk support tool is so easy to use and to manage, sending emails or chatting to our customer has been easier than ever and due to this our customer gives us amazing feedback about how efficient our service are.

Zendesk helps our team manage inbound customer requests. These requests can be simple questions about the product (usability, technical questions), errors/issues, billing, etc. The tickets are easy to manage in the Zendesk interface, which helps ensure that all customers receive a response in a timely manner. We are able to triage the ticket according to the request and get it to the correct person or team to review and respond.

Many suspected spam tickets are suspended, which is great; however, I would like to have more control over what gets suspended vs not. There are tickets that are suspended that I would prefer to not be held and others that I would always want to be deleted instead of being suspended or created as a new ticket. Having the ability to set rules and filters based on the subject or content of an email would be great.

Zendesk allows our customers to self-help due to the knowledge base, but also allows them to submit a ticket if additional assistance or support is needed. Once a ticket has been submitted, it's easy to manage and respond. This helps us gain efficiency while improving the overall customer experience.