Zendesk Support Suite Reviews & Product Details

Easy to use and the functionality is its strongest point

Still at evaluation stage and would not be fair to highlight any deficiencies

Customers raising issues through a ticketing system

It allows you to create multiple brands which can be used to track different products, departments or vendors/campaigns. It is extremely easy to configure, and the support forum is rich with loads of information, so you always can explore features and the best ways to use them. Support tickets can be easily tracked, and it does not require too many clicks for a CSR to drive the tickets. Also, the reporting is great and allows data to be scheduled in different formats like charts etc.

The data export is not very flexible. You can extract data in a JASON format or a CSV format. However, you do not have the option to pull data for a specific date range when using the CSV export.

We white label our product and sell it in partnership with different payroll vendors. Zendesk and its branding allow us to have unique email addresses that can be shared with our partners, and the overall support experience can remain the same for the end user without them knowing that the payroll vendor and HCM service provider are two different entities.

Single interface to manage communication with clients across all platforms

That once a ticket is asigned i cant change it since im not admin but i know i would solve it faster

We have many channels to communicate with our clients and Zendesk involves all of them

Omnichannelle capabilities and the ease of configuration

Integration with Meta could be better in order to identify the real origin of the ticket (post, message). Sometimes it presents a lag between the time of the comment or message in FB and the moment we receive the ticket in Zendesk.

Customer tickets traceability, omnichannel customer service. Improving customer experience

Zendesk Support is one of the best tools I have worked with. It is simple, intuitive and easy to work with. The User Experience in uncluttered and leaves a positive impact.

The pricing is too high. Chatbot is yet to scale up and then

Customer interactions in one place. Integrated suite of tools

Easy to use platform. Very straightforward CRM software that helps you create different pipelines for different departments.

There aren't any massive downsides that i've come across whilst using zendesk.

Zendesk helps me manage all of my customer enquiries in one place, I'm able to easily reply to emails whilst setting a SLA agreement depending on the ticket priority. As a result, It helps me manage my time efficiently whilst working on the tickets in a good order.

How fast it works and how well it keeps me organized with what i work on

Color or solved button i wish they were a green red and yellow

Notification sounds

Agentes são sempre muito simpáticos, e sempre indicam varios documentos que auxiliam a entender melhor as respostas das dúvidas e até aplicar mudanças ou correções de configurações quando necessário

A troca de idioma quando precisamos falar com um próximo nível de suporte

Unificação de várias formas de suporte em um único sistema como chat em tempo real e e-mails, e facilidade de uso pelos agentes

Zendesk has made it incredibly easy to manage large amounts of customer support tickets simply and quickly

It would be great if the asignee were to get an email notification once they were assigned a ticket

Zendesk has made it easy for our team to work and anser customer questions efficiently

Zendesk Support Suite is a cloud-based customer support software that enables me to provide better customer service across multiple channels. I like how it integrates email, chat, phone, social media, and self-service options in one unified agent workspace. It also has powerful features such as automation, reporting, and analytics that help me optimize my workflows. Using their Talk add-on is also an amazing feature as customers can call or text the same number!

There is not much to dislike about Zendesk Support Suite, as it is a comprehensive and user-friendly solution for customer support. However, if I had to mention something, I would say that the pricing could be more flexible and affordable for smaller businesses. Also, some of the advanced features and integrations require a bit of technical knowledge and customization, which can be challenging for non-experts. But overall, these are minor issues compared to the benefits and value that Zendesk Support Suite offers. 😊

As an Senior Applications Support Manager who values automation, Zendesk addresses my needs by offering a user-friendly and flexible ticketing system that simplifies managing customer interactions and support requests. Its customization options allow me to tailor the system to specific workflow requirements. The integration with telephony solutions streamlines communication, centralizing all customer interactions in one place, enhancing response efficiency. We use it for Telephony (Calls and Texts) and it has proven to be a reliable solution with easy IVR configurations. It also offers voicemail transcriptions built it for quick reviews of missed calls.

It comes with a different kind of features. Zendesk helps us to properly and efficiently work on the task assigned to us. By the use of this tool, our job is much more easier

None so far, because of Zendesk storing all our needed data for us to be able to assist our client for their travel needs and request. This is very promising tool.

It provides completed details for the contact reasons. This tool is very user-friendly tool which allows user to work faster, easier and much more effective. Very great help!

The biggest benefit is to do an easy collaboration, finding the tickets, and having chats externally and internally simultaneously on an ongoing ticket

There is not much to say but there are a lot tabs opening while searching for tickets sometimes creates confusion

It is mainly helping the entire support department which is coordinating with Legal, Engineers and pushing things to Jira and sometimes to Finance also

As a newbie in the BPO industry, I am so clueless about everything. I was so nervous that I'd mess it up one way or another. But, after being introduced to Zendesk, I realized that it was just a piece of cake! Since Zendesk is so easy to navigate and utilize!

To be completely honest, Zendesk made my life much easier! One thing I'd probably suggest for future improvement is to widen their customization options.

It helps me to focus on things that need my immediate attention. It's a crucial factor since we cannot miss a single old ticket, or it will affect our brand reputation.

What I like most about Zendesk is its interface. It's very user-friendly, very easy to use and all the buttons are very understandable to someone who is not that tech savvy like me. The best part of it as well is you have an option to incorporate other details from another tool, which makes our workflow so much easier.

there is nothing I don't like about Zendesk

Zendesk Support is helping us solve our customer's inquiries much faster as we have an option to create a knowledge base on it

I love how easy it is to create processes and handle customer requests. We were able to set up a very useful workspace mostly off of help articles. Their open API made it super easy to integrate into our software so the support has our brand and feel to it.

As they add different solutions for CRM etc, it seems to water down the strength of being a great support platform. The onboarding process included webinars that often times were not on anyone's schedule at Zendesk, so you never knew when you might join an empty meeting.

Streamlining and organizing support and feature requests, organizing the way that feature requests are fed to Jira to allow the improvements to our app to be reliable, fast, and meaningful.

How easily customizable it can be tailored for different uses.

The reporting dashboard can be a bit tricky to navigate.

Makes it very easy to monitor all in-bound customer complaints and funnel them to the proper support groups.

I like how it helps us keep things organized when handling our customer's interactions.

I think it could be the lack of certain customization when trying to edit some specific tab. But only that...

Zendesk is the link to my customers, ensuring I have an organized suite to reach out to them in a professional and timely manner.

Zendesk Is the most helpful tool to use to Handle a Ticket the tags are easily taken as well as on the navigation. We will continue to use Zendesk and we hope that this tool will get even better.

I dislike about zendesk is the way the assign tickets it seems that no one knows how can this improve, and also the way they handle the customer satisfactory it seems that it is not filtered.

The problem with the tickets and also handling the emails for the rest of the company it seems that the playlist button is awesome as well. We really do appreciate the work this is giving us.

Everything! Specially on how Zendesk works. Also the way Zendesk allow us to manage request on real-time daily basis.

When the ticket is not saved, all the things you have typed on the ticket will be gone if it was closed accidentally

It helps us to ensure all requests of all of our clients and also the way Zendesk distribute ticket base on SLA.

It makes our life easy where we have all the requests fall into one place.

Nothing negative to say about. It is really easy to use.

Like I had said earlier, all the requests are sent into one common inbox where all the team can access. None of the request goes unattended.