Zendesk Support Suite Reviews & Product Details

I love the support desk and flexibility with the API to handle support through all channels

I would like better integration with zendesk sell but it is already very very good with the latest update

We use zendesk for customer support for our apartment and home residents in a real estate company

I have not found other products that have a similar experience/workflow as Zendesk. I could be biased because Zendesk was the first tool of its kind I used, but whenever our organizations explored other options they were always limited or lacking and I still don't believe there is an equal competitor that does it the same way as Zendesk support.

I am not a fan of the delay in fixing issues that clients have been reporting for years such as the CSAT rating issue where negative ratings can occur automatically. I have not submitted a feature enhancement or bug before but from what I have seen on forums, zendesk tends to take some time to actually implement/update clients on the feedback they submit.

We use zendesk as our main ticketing software so we are the primary point of contact for our clients needing support, we are solving more than a problem with this product, it is our foundation. Realized lots of benefits such as integrations with other apps, helpdesk platform, and the messaging platform.

Easy in customization and comfortable ticket views. All requests are coming on one platform. Friendly interface. Magento integration.

I don't like only the tool with ticket statistics. It is not always up to date and a bit hard to navigate. BUT, maybe I just need to have a training on how to use it.

We handle all support requests here. We can prioritise tickets according to our needs and never miss important requests.

What I like mostly about Zendesk was it is very easy to update. All the important and necessary fields are included. Very easy and friendly to use. Very professional

What I dislike about Zendesk is it has so many fields that is need's to be updated for our QA purposes but I don't blame zendesk. I should blame our QA metrics.

Zendesk helps our whole company to provide excellent customer service and also communicate very easily with our customers. It also helps to manage our time and to learn more.

The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like Facebook, WhatsApp, Apple Business Chat, and more), while keeping all the interactions and relevant context in one place for your agents.

in zendesk have more customization like modifying customer survey

An all-in-one lead generation and customer service platform. Chat, phone, email, and social media all in one place. Provides a lot of customization options. Extensive, powerful reporting and analytics. Robust integration with third-party applications and systems. Supports multiple languages.

Elvis helps a lot with ticketing, and the snooze feature helps to keep track of the day-to-day work

auto correct feature , sometime auto correct does not apply in every situation , case to case basis

business travel related issues

At our company, we have given clients the ability to call on the toll-free number we bought from Zadarma. Zendesk accepts multiple integrations, and we use Zendesk talk to receive calls from clients; it will automatically create a ticket number for incoming and outgoing calls for such a call. I like the audio quality, and the creation of a scenario saves time on resolving tickets since clients can choose a well-organized menu with a solution to what the call was intended for using the IVR

Zendesk accepts mapping of the subdomain to have branded URLs for the help center. Clients only see the branded URL, not the primary one from Zendesk, but when they do not know how to disable adblockers and cookies, they fail to register into the help center or to log in as it will forget to handle requests. They should also make it easy for admins to use the branded URL so the issue can be solved because it also becomes an everyday issue for new clients.

Zendesk has increased customer engagement at our company due to our fleet of channels to retain and communicate with them. It has also enabled us to stay organized in one platform while responding to client support inquiries from different media. Zendesk explore is a tool we use to fetch weekly reports about tickets resolved and tickets rated, and we use the information to improve communication.

I love the fact that we can see all types of communication in one place.

Need to be able to adjust the color, it is quite glaring. Also, need to know if a client reads/opens an email.

They helped me get tickets that were responded to back into the Open view so we don't have to check each one for a response.

I like that you can build your own business rules very simply. You don't have to be tech-savvy to understand how automated rules or views are set up. These views and automated rules mean that nothing falls through the cracks, and no errands can be forgotten.

It would have been easier if it had been in my home language. But Google translate solves it, so it's not a problem :) Other than that, I can't think of anything.

Above all, it solves that no questions or product requests from our customers disappear. We can easily see who has asked a question or requested functionality and when it has happened. Our customers feel we have excellent control over their wishes and can personally give feedback when something is solved. We can quickly address the right person in our organization, and the customer thus gets a quick response.

Omnichannel support for customers of different backgrounds

limited features in chatbot and automations

none at this time

What I like best about Zendesk is that it allows us to monitor and log every action that we do in our workload. We can see every detail and past notes within our company and send emails to clients at the same time. It is also a flexible system that enables us to manage our tasks easily.

There is not much to dislike about Zendesk apart from system bugs and error that occurs from time to time. Also, when ZDbot overrides the replies and reopens the ticket automatically. Sometimes, those actions weren't accurate so we had to do the work again.

Without Zendesk, our tasks will not be routed and assigned correctly. Zendesk allows us to see updates, work history and even link our tasks. Managing our travel workload becomes easy.

Easy, simple, clear ticketing system. Simple to create new users and groups, and takes minimal time to train new starters.

Reporting can be better, I find it quite clunky especially the filtering by dates and groups.

Allows our client services team to solve tickets and assign to themselves, and we are all very comfortable using it.

Some of the areas that are most helpful about Zendesk are the clean and user-friendly workspace it creates for agents and the rich analytics you can collect.

Haven't encountered an aspect I dislike.

Zendesk has solved our challenges around lack of visibility to team and individual performance and data regarding types of tickets we manage daily.

Zendesk is integrated with my email service, so I don't have to continuously check Zendesk to see if customers have responded to me or not. I get an email notification every time, which saves me a lot of time.

There was definitely a learning curve that I have not experienced with other customer service support options that I have used in the past. I find that when a customer has reached out multiple times and there are multiple tickets created, it's helpful that Zendesk acknowledges that they are all linked together, but it can be difficult to navigate through them.

Zendesk has helped solve the issue of customers that need quick advice or help, but aren't able to make a phone call. It also makes it really easy to have multiple employees involved in one customer's question.

The way your progress is shown every week. It gives the agent some ideas on how to work sufficiently with his tasks.

PB often throws an error after clicking.

The concerns and issues of clients. Letting us help provide necessary solutions to our Clients.

What I like about the Zendesk support suite is the user interface.

None, the Zendesk Support suite is user-friendly.

Zendesk support suite allows me to work on tickets accordingly while being able to view other queues from other buckets.

What I like best about Zendesk is that the tool is so easy to navigate and available on any device so there's no need to look for a device wherein it will be compatible.

As of the moment, everything with Zendesk is doing good and I have no problems using it. All I can say is the app is really good, easy to navigate, and very reliable.

Zendesk Support Suite helps a lot as I am working through emails and it benefits me, mostly, as I am an employee of a company that uses Zendesk as one of the primary tools.

It is easy to set up support processes with the help of Macros, Triggers and automation. Excellent reporting tool and analytics. Good options for developers to use API and build custom apps.

The support chatbot is not able to solve any issues anytime. You need from to collect all the information required. Just 3 fields to submit a ticket is not always working.

we are able to handle customers effectively. Different level of escalation is handled effectively, which keeps customer happy.

The interface is easy to use, and it's very easy to connect to our e-mail system.

The administrator panel could be easier to use, for example, it's complicated to create some conditions since it does not provide logs.

It really helps us to improve our support ticket system. We have been using a different ticket system, which caused a lot of issues in tracking the requests.

I was able to coordinate with our Business partners and clients without any issue, and the platform is new and extraordinary. The client also has great feedback on the product as well.

None. The Product or Zendesk Support Suite works well with our tools and business.

Most of our Travel concerns like coordinating with Hotel platforms and Airlines.