Zendesk Support Suite Reviews & Product Details

Ive been using zendesk for 8 years now. i love how easy the app is in terms of reporting and as a communication tool.

bot needs to be trained more. otherwise the tech support are great!

they're helpful and educating their user on the same time when we reported any issues encountered. resolution time are excellent!

There are fast and solution-oriented employees. Even when they cannot support our support requests, they convey that they are open to development. This shows how much they care about the customer.

I don't like situations where there are no immediate solutions to our support requests for certain issues. They want us to forward it to the development teams via the public forum. When I follow this forum, I see that it has been resolved, but I would like to convey it from a more private area.

language options and wide range of applications really work for us.

easy to use, cool features, easy integration, all in one workspace, apps marketplace, ADA, surveymonkey,

lack key features in Explore and custom fields

customer support

I love how all agents can see reply, and track tickets

I dislike some rigid features like statuses

Zendesk helps us provide top notch customer service to our customers

Being able to connect by email/chat with a support representative to make the most out of Zendesk is a great feature of the Zendesk Support suite. ZD is a robust tool, and it can be challenging to know all the functions that it offers for an Agent/Admin. I'm also excited about the reporting capabilities of Explore. Our main need of Zendesk is to report themes and trends that come in from our customers, and I love ability to report on tags to understand what our customers want without having to drill into every since ticket that comes our way.

I wish there were more live, topic based trainings for Admins on how to use the platform. I learn so much as I go, and I've taken self-paced help, but my learning is usually baptism by fire. I do wish that the reporting capabilities were more user-friendly, and dashboards were more visually appealing to tell a story to anyone that sees it. I report to leadership themes and trends on a weekly basis, and I'm having to capture information from multiple dashboards since I haven't mastered how to make one robust dash that can showcase everything I want it to. I also wish I have more time to learn what I can do with our Zendesk Guide feature, as I need it to only offer information to a sub-sect of users.

Zendesk Support suite is solving my reporting and tracking problems right now. I do wish that it were a bit more intuitive for me on how to use it (I do feel like I'm missing a few tricks of the trade), but I'm scouring through help center articles all the time to expand my knowledge.

Super easy to use and setup. Help is good too.

I dislike that there isn't a sound option for incoming tickets.

The ability to watch other coworkers work to know if people are pulling their weight.

What I adore about Zendesk is not just that it does things we couldn't normally accomplish, but also that it can deliver macros. By using only one platform, Zendesk enables us to cooperate with our suppliers and give our customers the best possible service.

Nothing about this platform bothers me because it provides ideal tools and capabilities that can support our firm and line of work. I adore this platform since it works so well in every way.

We utilize the website Zendesk to contact with all of our customers, including those booking hotels and flights. Our communication became quick, efficient, and practical thanks to Zendesk.

best ticketing app and to track the customer issues on a real time

Moble app is bit complicated to use and but difficult to understand

zendesk is helping for the best customer experience and to track the cutomer issues and resolved them in real time

Easy to use, customizable with macros to automate certain processes.

There's a slight window of opportunity for errors when sending a message, and internal notes are sent as customer-facing messages or viceversa,

Manage customer tickets both from tier1 support and escalated teams

The icon top bar is so helpful when making outbound calls. Also, the PB button is easier to use when getting a ticket.

I don't see anything to dislike zendesk. I hope it will have a theme and be more colorful for improvement.

It helps us to solve unnecessary tickets and filtered the important ones.

The Zendesk community is a huge resource in learning from others to ensure you are delivering the best support experience your organization can offer.

As with any SAAS tool, there are some confusing limitations. One that stands out to me is the inability to use Triggers/Automations to leave internal or public comments to tickets.

We have made automations that reduced our need for offshore contractor support to reroute end users that we do not support. This allows our team to highlight the technical expertise they offer to tickets that need their eyes the most.

Fast acting tech supports, easy navigation

Occasional disconnecting chats, sometimes might be a bit laggy

Zendesk Support Suite solved minor lagging

Simple and easy to use, this helps users to track create and handle escalations fluidly. It makes communicating with various teams seamless.

The only downside here is the limited trigger for internal and external notes.

This program makes everything transparent between various service agents, which avoid repetition and waste time

I like how it operates and it's very user-friendly even newbies on our team can easily know how to properly use zendesk. It's also helping companies grow in many different ways.

None so far, I don't see any issues with zendesk when I'm using it. I cannot pinpoint any issue or anything that can be worked on zendesk for now. We will leave another review incase we encounter any issues with it.

It's solving all of our client's concern and it's benefiting our team because we can easily navigate zedesk and check all the possible resolution we can provide to our clients.

Being able to assist, communicate and provide a service to the customers. You will also see the priority tickets that need to be actioned first and help you to determine if the tickets are going to be breached.

I don't currently see any downsides to using the Zendesk Support Suite. In fact, every feature operates perfectly. I also like that there is an option where you can see the guide and chat with the support if there is any problem.

Zendesk assists us in automatically resolving tickets that don't require further action, saving us time since we monitor fewer tickets and have less pending requests in our buckets.

Ease of use and tracking abilities. Macros.

Some limited features. Custom fields can't be used in some automations.

Upgrades such as Agent Workspace to make every aspect available in one area.

Zendesk is really easy to use. The system can be used immediately. The tickets are simple to connect. By just typing a keyword into the search bar, you can quickly get the information.

Some buckets in Zendesk were not able to access. Maybe it is the platform's security feature that only the admin can access. Sometimes the playlist button is no working properly.

Linking information to one another is very helpful. You can quickly investigate the missing information on this platform because it is already link to other applications.

Zendesk is very easy to use and very helpful when it comes to providing us with emails, and what is needed for our work.

sometimes there is a glitch in our emails but it does not happen all the time

zendesk is benefiting us since zendesk is one of our main tool at work

Zendesk is very easy to useand learn. It has great reports to monitor the teams performance and also indivudual performace. You can easily intergrate with other softwares to increase it's efficiancy of use.

Although their support team is very responsive and supportive, at times the application crashes when loaded with more data. Would suggest they make it to consume less computer memory.

We use Zendesk as our customer support ticketing software. It helps us support our customers efficiently and effectively. Its a great software to hane team escalations internally.

Quick response via chat for any kind of questions or issues.

no way to pin important notes to the top of a ticket. Email threads- when a long email thread comes through, it can make for a VERY long ticket. It would be nice to be able to minimize a comment in a Zendesk ticket. I see there is an email thread feature but I don't understand how it works.

We use it for tracking Enterprise conversations and also troubleshooting tickets for our software. It helps to keep everything a lot more organized. We also have JIRA integrated so we can keep track of Development trouble tickets.