Zendesk Support Suite Reviews & Product Details

Zendesk has a robust trigger and automation system to simply work flows and make sure the work gets to who it needs to get to

Reporting. I have had to write several custom queries to get information I need.

We have more insight into our CSATs. We solved an issue where we are directing customers to our website if they do not have terms

The ease of use of the tool and how easy it is to navigate

The UI and the data is a little complicated to pull

No issues for this as i havent contacted support

Zendesk is an intuitive and easy-to-use tool, but the features are also very powerful. You get so much bang for your buck. We transitioned from a different customer service tool to Zendesk and were overjoyed that it gave us almost exactly what we needed with a much more friendly user experience and price.

There are a few small aspects of customization that we would love to see. Right now I believe we can achieve these things through APIs, but would be amazing to see a greater degree of customization capability in the future.

We needed a centralized place where we could easily collect and take care of all customer service requests, and have access to analytics. Zendesk provides this. We also created our public-facing Help Center website directly through Zendesk, so that makes it very simple to link a contact form and help articles directly to the support tool.

I like the speed of the software and the way it has been developed

There are lags that make it difficult to chat with users fast

There a lot of problems have been solved through this platform of Zendesk. I am more productive because of Zendesk.

The best feature is the ability to import and export data. When I'm adding new organizations to our Zendesk account, I can easily generate reports, export them, and import them.

Integration does not always work. Integration with the Ringcentral dialer, for example. Automatic ticket creation is not working when I get calls, and you will need to log out and re-login to your RingCentral account to fix it.

Problems with our knowledge base articles and helpdesk support. We were able to create a knowledge base articles repository, and our helpdesk technicians are quickly resolving customer concerns.

Integration with Social Media Pricing model (SaaS) FAQs(Automated suggestions for repeated questions from knowledge base) Ease of signing up Custom domain support

Too many competitors. Difficult to evaluate as there are strong competition from the likes of freshdesk, hiver etc. Expensive compared to the competitors like freshdesk

Customer helpdesk. As a company you have business and that has users. So there should be a way to solve those user queries which are converted in the form of tickets. We used Zendesk for the same

The option to send a follow-up bump after 72 hours is a great feature and ensures timely resolution of customer inquiries. The platform is constantly optimized, which maximizes performance.

I dislike not having the ability to view all email marketing correspondence sent to Members when they are reaching out for assistance. It would be helpful if merging relative inquiries was automatic.

Several incidents occur weekly, and this temporarily prevents customers from being responded to on time. In some cases, this negatively impacts quality insurance.

The vast abundance of resources, tools, and analytics dashboards to help professionals understand and run the operations better is available with Zendesk. The support and integration from the team are fantastic.

The cost of the suite is the most concerning aspect. For a small business, the cost of acquiring the tool goes overhead but when you look at the professional services, it is worth it

All organizational CRM and ticketing platform has been moved to Zendesk post integrations. The multi-platform integration has helped us get all queries and solutions under a singlehood

Is super easy to set up macros adn shortcuts for agents to use and expedite the communication with the customers, really user friendly and easy to learn to use for new agents, it does not required a long training.

Even though it is easy to learn and user friendly, it should have a training environment so new agentes can practice without compromising actual customer information.

Interactions with customers, complaints abouts products they acquired, orders feedback, agents feedback, orders being taken online, account updates, and notifications to customers.

What I like the most about Zendesk Support Suite software is the multiple services available to customer support employees. Real-time chat is the best feature the software has. Whenever a client starts a chat the support agents receive a notification on the spot without any delay which enhances customer satisfaction. Also, automatic ticket creation is also another great feature the Zendesk Support Suite software provides.

The only thing that I dislike about Zendesk is that the real-time live chats gets disconnected and does not get restored if there exist some network issues. The chat gets connected to another agent which may annoy the client who was engaged in the chat.

The chat feature of the Zendesk Support Suite software helped me to get engaged with the clients who had problems while using the software at my organization. Thus, the chat feature helped me solve the issues that clients faced while using our software. Zendesk had multiple benefits like auto ticket creation and the Zendesk guide which makes it so unique and user friendly.

Easy to level. Can build your own macros for email. easy to give mass replies easy onboard new support employees with this software. can help making emails professional.

Once a while we need to clear cache. Other website does not load up. and any user has an account zendesk who not part of organisation can see agent name and photo.

Giving mass replies to users when our payment system is down. Or contact customers for feedback or give solutions to there problems! For creating tickets for customer resolution.

Zendesk has made our lives a lot easier aside from delivering quality of service to our customers - both internal and external. Best is to keep track of our performances and review trends for improvement.

Pricing will allow us to select ala carte so we won't have to upgrade our plans to help small and medium businesses. Zendesk has proven to be the best ticketing tool out in the market but can be pricey for SMEs.

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Zendesk helped in chatting with offshore clients in real-time without causing any delay in reaching responses. Also, the automatic ticket creation feature after completing a chat was an added benefit for users.

Any network disruptions would concictently end the chats, which was not acceptable at all. What any user would want is to be able to stay in the chat even if there occur a few minutes of network error.

Real-time chatting with the offshore clients to solve the problems they were facing in using our product were done with the help of Zendesk chatbot. Our organization also promoted the use of zendesk since it was soo handy to use.

I appreciate that it connects to slack. It is easy to manage. I like that I can use Macros - this has been the best tool for helping customers but I would like some macros to be better to manage.

I would have liked a training exercise. I wanted to know more about what I was able to do. I would have liked to know how to get tickets returned to me and to the appropriate department.

I am solving problems on zendesk for customer's. I help issues and work on security.

I use Zendesk daily to create knowledge based articles, view and solve tickets for users

I wish there is an I tegration between Zoom Rooms and Zendesk

Create knowledge based articles for users and solving user tickets.

The time you can save using it and be able to have all the support in one place. The multiple connections and the way you can expand all the features it's very good. It has very good documentation also. The help center it's very good too.

Some kinds of integrations don't work very well and Zendeks uses some automation or triggers to respond to some tickets by default but you can handle it and use it for multiple purposes.

The multi-place for support tickets, having all in one place is the best. The skill to create automation, triggers and connect everything you need to Zendesk it's very useful too. Having the help center connected with the support tool it's a benefit too.

I love having access to resources and support all in one system. I also think from a customer (our customers, to be clear) perspective Zendesk is easy to use when they want to search, submit a ticket, or engage with other users.

The primary admin has been teaching me a few things about the backend of Zendesk. I find it a bit confusing to use. It's not super intuitive on the back end to me. I also dislike the limitations on the Community side for posting content, such as no ability to highlight words, underline, add file, etc. For our knowledge base, there are more editing options.

Clients need support ... when they need it. While they can submit a support ticket, someone may not be right there able to solve the ticket, so the knowledge base and community, which are available 24/7 serve as additional resources to help them in the meantime.

Integrate with a lot of data softwares like Gainsight & churnZero and help to see all the data in one place. Super easy to use and has a lot of visibility for different teams in the company.

Have been using it for the last 4 years and didn't find anything that I don't like so far. It has been the best in all the company needs.

Solving the real business problem and the analytics data is an amazing feature that helps our support team grow more as an individual and as a team.

Zendesk's support suite has made it easy to manage multiple agents in assigning tickets and being a universal platform to respond to customer requests. The ability to use it as a dedicated support inbox has been key, and brings with it the suite of features to monitor and track the performance of a support team.

The one complaint about Zendesk is it's current data structures regarding organizations. Although a useful tool, would look into hopeful automations that can help make the assignment of organizations to tickets easier.

Zendesk support suite serves as the method for our team to actively respond to customer requests and questions, and form an organizational perspective, has streamlined regular business conversations by allowing them to sit in a siloed inbox where questions ans conversations can be tagged, triaged and designated.

Is super helpful to be on top of different tickets at the same time and the integrations work perfectly.

It would be great to have more information as a manager, about the team's performance.

Tickets visibility and following up on customer's requests