Zendesk Support Suite Reviews & Product Details

The ease of access to almost everything in one screen.

The layout seems outdated and integrating sell into support

Allowing one touch access in one main screen helps be very efficient

I love how easy it is to dive deeper into what ZD has to offer us. Also you can find pretty much everything on their FAQ page, and if you can't, you can easily reach out to their Support team and I'm sure they'll be there to help you.

As of now, I didn't find a single thing to dislike about it. Please keep doing all the upgrades you've been doing and focusing on providing a great customer experience.

Any kind of "problem" when setting ZD spaces up or maybe just a simple question, especially coming from a different CRM. I really appreciate the help I get from the team and the articles

The platform is highly customizable and has put in a lot of effort to improve the platform since we adopted it for client support in 2017. Custom fields, multi language support, custom triggers and automation make it easy to use.

The only thing I can think of is, I wish the field creation system was more of a WYSIWYG experience.

Zendesk support allows us to reach out directly to any clients experiencing difficulty or who have any questions.

ZenDesk allows me to prepare for repeat questions. In my line of work I am asked the same things continually. Being able to use the macro feature to perfectly prepare responses makes work far easier and efficient.

I often encounter delays in receiving messages when ZenDesk is encountering issues.

It allows us to respond to questions far faster than using email.

The greatest strength is the ability to customise, behaviours, automations, views, knowledge centres.

Suspended ticket tools, limits on the number of ticket views. Being able to silo brand settings without having an entire stand alone instance.

Knowledge centres, internal and external. Providing knowledge and tools for internal staff and our clients to self serve or contact us for assistance.

The seamless intergration between email, web forms, social media and the ability to have multiple brands under the one platform. Easy to use interface and the training modules are helpful.

Sometimes tickets can be suspended incorrectly by the spam filter but it is often rectified quickly, just need to monitor what has been suspended and what hasn't.

Zendesk has connected our multiple brands under the one platform which makes it easy to contact customers on multiple platforms and different channels which can be split.

At my company, I inherited administration of our Zendesk suite after taking over management of our IT help desk. It was severely unde-utilized, so I reached out to our success manager for tips. Since then, we've made much better use of our system by way out automations, triggers, macros, and more features we had previously never touched. Thank you, Cassie!

Some of the customization features feel a bit lacking. We can't sort views by forms alphabetically, or even by some custom order. Only by form ID. I also wish we could limit which ticket forms are available to certain agent groups. We have a lot of forms, but not everyone needs them all.

centralizing our IT knowledge and documentation into one repository, and giving agents a single place to look for work and responsibilities, not spread across multiple systems.

One of the things I like the most is seeing how the Zendesk team is constantly working on improving the tool always focused on what the client wants and what the companies need.

The only thing that gives me a bit of work and I wouldn't say I like it very much is the issue of Front-end design and customization since out of the box there are not many options. It is where more effort will be needed when more initial options could be brought out of the box.

We had multiple tools in the different channels available, making customer service difficult in addition to having information silos. Zendesk allowed us to have an omnichannel tool, having a better experience for our users and agents to solve our clients. In addition to breaking down information silos to have reliable real-time data.

Zendesk Support is built with a specific intention and it does it well. I'm impressed with how it keeps up with industry best practices.

I wish more reporting metrics were available to call from the APIs.

It efficiently routes a customer ticket to an agent. The amount of clicks needed for an agent to work a ticket is minimal

Zendesk Support Suite is easy to deploy.

Zendesk pricing not very transparent. Existing customer pricing varies from new customers.

The support suite allows for conversations on all channels.