Zendesk Support Suite Reviews & Product Details

the chat is easy to use and has been very effective in keeping connected to the public

When the chats end, they come through to our inboxes with a 4 hour time difference. Twice I have put in a request/complaint and have been told this is the way it is basically

if anyone is finding a defect or problem in usage or forgets their training. also, Sales inquiries come through this.

The simplicity of the system. I am not a coder by any means but I was able to onboard the system in 60 days for a BRAND NEW team.

Since it is very simple, there are some modifications I cannot connect to our daily struggles with consumer affairs. Ticketing system is great but the fulfillment piece is quite bare.

efficiency and transparent data

The availability and the effort to make sure the issue was solved.

Nothing to report, although would be great to have the option to talk (voice) instead of writing.

Zendesk is essential for our operations in terms of Customer Support, we can have a better CRM and also an organized team. Zendesk is also vital to make any decision when it comes to SWORD strategies for the future and get to know better our customers.

I like how easy it is to customize for what our organization needs. The API integrations are seamless and allowed for us to use widgets and tools within the zendesk interface, making it the only application our reps needed to handle all customer interactions.

I haven't found any yet, there are a lot of options, but if you spend a little time in the training guides, you will see how dummy proof they've made the software.

This tool has taken what we used to do with 3 separate services and combined it all into one. We actually ended up saving money overall by moving to ZenDesk Suite!

The functionality. Everything our company needs to provide excellent customer support to our customers is available at our fingertips. The statistics are helpful, and the layout is excellent to view the customer info and their inquiry. We have different mandatory ticket fields so that we can track issues in a useful way.

As a smaller business, sometimes the features we would like to try are not part of our subscription plan, but I also understand you can't have it all for the lowest price.

We are solving everyday issues that arise for our customers, as well as being able to track exactly how often these problems occur and where they are occurring.

Just the simplicity of having social media messages, emails from 3 different domains, live chats from 3 separate websites - all in the one really simple screen is saving me hours per day, not to mention a lot of stress.

Nothing at this point - love it. I haven't yet tried all the features (SMS and calls)

Time-saving and stress diminishing. Not having to check multiple platforms for correspondence is great.

Everything can be distilled into one area, providing support across a multitude of channels, whilst having automations and triggers than can work to your needs

Whilst there are a few gripes, and a few features are somewhat limited, most can be thought through logically and a workaround reached

The ability to put all customers in one place, with support across Whatsapp, contact form, email, messenger and other routes - plus live chat - codifies and consolidates customer information, especially when linked with internal software to provide order transparency and history.

The answers the CS team gave were to the point and were written with efficiency. The answers were mentioned in an orderly fashion and to be honest, they were just the way I like it. The best part of it was that I felt it was something that belonged to me and as if these were all the answers I was looking for from Zendesk for a long time. I am finally satisfied with the services of Zendesk. There is a lot left to explore with Zendesk and I hope I can fully utilize it in the coming years.

To be honest, I did not like Zendesk at first. I was a salesforce user and found Zendesk a little bit out of date and not that compatible. However, when I actually used it for some time, I found that it is nothing less than salesforce. It is just as many features and probably even more integrations to offer. In the end, I found all the answers I was looking for and that is what matters.

We are using Zendesk Support to run our day-to-day business. It is an easy-to-use platform. We have realized that we need to upgrade our plans to use zendesk to its potential and to actually get what we want from the product. Our current plan does not allow us to do the same. We are looking forward to upgrading ourselves in the future.

Material I provided from the start was reviewed at beginning of engagement.

Interface was simple to use yet missing some options such as paste image directly into window and pop out.

Company incident ticketing system reporting on agent utiiziation.

Zendesk has been my go-to software for customer service since 2012. True, it has gotten pricier these days but the way the software is designed and how much one can customize it still amazes me. It's pretty intuitive as well and teams can get it up and running in a couple of days. I've demoed it to multiple teams and they're always surprised at how many things Zendesk can do—something their current software clearly cannot.

The pricing structure, if anything. There has to be a way to purchase some add-ons without paying per seat.

Ease of use for the customer service team. We want them to focus on providing a great customer service experience to anyone who writes to us and not in other things like setting up their filters, copying and pasting templates, sorting tickets, etc.

Zendesk Sell is fantastic. I can tell the developers took the time to include seasoned sales professionals to give input and suggestions.

The one downside is the automation could be a little more robust.

They been great helping me upload and organize leads.

Multiple channel support and views keep us organized and prioritizing our days with our customers' best interest at heart

We do notice lagging when typing sometimes

We're able to connect our support data to the rest of our organization in a meaningful way with tags and integration with Jira, for example. We can also build great rapport and trust with our customers as we can quickly learn about their past interactions which is even richer with internal notes.

Provides a great way to interact with customers instant templates Can easily communicate with people within the organization regarding the issues easy to use, fast and easy to Navigate Easy to track, assign and work on tickets

It is a bit expensive The support from the app team is a bit limited Can work on improving the interface

logging tickets assigning and closing them application issues

I like that Zendesk has open API access which enables us to build custom tools and automation into the platform to meet our needs. Many Omni Channel tools are closed systems and you more or less are forced to use their product as is out of the box. Zendesk has a pretty good out of the box solution, but the ability to customize the experience to your needs is really what put it over the top for us compared to competitors. They also met our compliance and security standards, which several other vendors in their space did not meet.

I dislike that because of their open API, they have not fully baked out some of what I would consider to be table stakes features. Reporting, Metrics, Tagging, and Knowledge management. Their open API allows external companies to build apps on their platform, which is great, but this does mean you will need to source additional vendors in their ecosystem - which is generally a good experience. I just wish they had some additional table stakes fleshed out.

We're solving our customer support and management needs with the Zendesk support suite. Everything from responding to our customers in real time, answering their phone calls, and serving them knowledge and enablement material to succeed with our product. This is our primary omnichannel support solution and one that we've invested quite a bit in developing out to meet our needs.

I like the way the tool allows for integration with multiple channels and internal systems of the company. Simple, straightforward documentation allows for a quick understanding of what needs to be done.

The deployment cycle is a little time-consuming and new features are important for companies. Marketplace could improve a bit by allowing approximate viewing in other currencies for purchasing paid apps.

Daily difficulties in customer service

Javascript, HTML and CSS customisation capabilities. After much analysis of knowledge base software on the market, we selected the only software that enables extensive Javascript, HTML and CSS editing. It can be fully customised using Javascript, HTML and CSS. We have found very few limitations to what we can do within our knowledge base articles, from embedding training videos to creating speech bubble pop-ups for microcopy.

The only drawback is when you have an article already published and would like to modify it, but not publish the modifications immediately. Zendesk would be amazing if they had some version control. Also, there is very limited content control (who can view specific articles).

Support documentation for our SaaS software.

Zendesk has one of the best support offerings on the market, and the Zendesk team has found the perfect balance between creating features that are powerful but equally easy to use.

Configuring Zendesk properly when your company/organization is small is very important because misconfigured features won't scale well as your team grows. In other words, you need to know how to implement Zendesk features upfront in a way that will scale, or you may run into issues later down the road when your team grows.

We help customers when they have questions about using our product, setting up our product, and helping handle billing inquires for customers.

the customer support service is very convenient to use.

I have not to feel anything that I dislike.

I am solving the problem of our clients, and the redact function is awesome to use, macros function and add user function is the best to create a contact database.

Had an issue with adding features to my HelpDesk UI and contacted their support team. They were great in helping me resolve the issue promptly

They do need to improve their help center documentation so they will get less chat questions

SLA

To the point resolution, shorter wait time and ability to capture all the necessary information

I could not get to see the executive picture clearly.

Customer support and quick resolution