Zendesk Support Suite Reviews & Product Details

The support team is super helpful and directly available from within app which is handy when you are working on stuff at the same time

Nothing to complain about. I like the software buildup and how to work with it. Nothing i could think of that i highly dislike

We are using ZenDesk for all of our company-wide customer communication for which ZenDesk is a great tool that quickly integrates into everything

Sistema com várias possibilidades de integração e soluções.

A facilidade no atendimento do nosso cliente.

A comunicação com o cliente externo e também a abertura de chamados com clientes internos.

They were fast in solving my issue and helped me in everything I needed.

Had to wait for 10 minutes but it's okay. They solved my issue quickly after the wait.

They provide offline chat messaging for us. Nothing gets lost!

Everything is at hand! The app integration, the translation and how easy it is to create your personal views or assign work to somene else.

The last update was weird, the place where you write your replies is too small

Instead of using an email inbox to serve your customers, you use Zendesk where you can assign, create views, and reply, everything in one screen

Timely response way of handling the queries appropriate and helpful info

Nothing as of now, all good I like everything

I was having some questions related to Closed ticket and Ryan answered it well

Não cheguei a precisar acionar muitas vezes o suporte, pois a ferramenta é extremamente auto explicativa, mas quando necessário oferece uma infinidade de materiais de ajuda, assim nem chego a acionar o suporte via chat

Ainda não tive um ponto negativo para descrever

Integração de vários meios de comunicação para atendimento ao cliente em uma só ferramenta completa inclusive com relatórios e painéis de dados

We can update fields and messages from Zendesk to Monday. I can create a new item on Monday by using Zendesk fields information and messages. So I can generally push data.

We can not create a new ticket from Monday to Zendesk and I can not update any field and message. We must do them. I used another integration for them. We have to create new customers but we can not do it.

It is helping us with the department. Some customer does not know English and knows Turkish. So we create the Turkish language department and the English language department. So every customer gets in touch their language.

The possibility to preserve the user's demands control is an ace provided by Zendesk. We use it to keep the people informed, and even with access to our internal knowledge base, it works fine with the Guide options. Usually, you may need to use add-ons or plug-ins to complement specific about approvals.

In some cases looks not fully user-friendly, but touching up the possibilities is a helpful tool, that requires time to be familiar in most cases. Not impossible but helpful as expected.

Having access to information and commonly asked questions is part of our benefits, unify the knowledge in one unique place helps us to complement the normal onboarding and users requirements flow.

With Zendesk, you can do multiple tasks. You can make calls, send emails and chat.

None so far. Everything is working fine at the moment.

Responding to customers' emails is easy with Zendesk. It stores MACRO that you can use to answer an email. You can also see all the emails you answered and saved in one folder.

Incredibly customizable. Do not need outside support to build views/macros/emails, etc.

Better organizations of macros would be a plus

Way to manage customer service for 20+ CS email addresses in one place

We have found many benefits thanks to the Zendesk Support platform; it has a wide variety of tools that end up providing an excellent experience and harmony in the workplace of each person within the company. But one of the things we like the most is that they have a simple interface at the time of use and they have a support team of category where they are always present and available for any inconvenience that may arise, every request we made was answered very quickly and with different possible solutions. Another thing we love is that we can have and manage multiple projects in the same place; this has been a great help in facilitating the centralization of information.

We have not had any relevant dislikes, in the beginning, we had some problems, but all have been solved as they have released updates to improve the platform. However, it is essential to consider the annual cost of the license since it will become a little challenging to get it if you are a small-medium company that is starting. However, once you get tools like the ones the Zendesk platform offers, you will have a much simpler and harmonious working life.

Without a doubt, we have obtained great benefits since working with the Zendesk Support platform, among which we can mention a better relationship, communication and interaction with our customers ensuring their quality and professional support within the experience they may be having based on our service. In short, we can say that the Zendesk platform has a customer support function through web chat, social networks, email, and a ticketing system that can be channeled from a central point.

Zen desk suite has quicker response times, better analytics and over all better customer service

It needs to improve in few areas and needs to be more interactive

It's useful for conversation about customer enquires

Ease of use, layout, custom statuses for tickets, and integrations. Zendesk has been very straightforward and I've been consistently able to get team members up and running within a day.

I think it would be beneficial to do an overhaul of Zendesk Explore specifically for reporting, because that is the only part that I find not to be the most straightforward (creating custom reports outside of what is already there).

Zendesk support suite gives our team a single space where we can all work on our tickets without having our personal inboxes spammed or having to guess and check who is working on what email. It also lets us have and easily update out help center.

Praticidade em enviar e-mails e whatsapps, principalmente por ser uma plataforma inovadora e de fácil uso depois que entendemos como a mesma funciona

Coisas que ficam escondidas e que demoramos para entender, como por exemplos bugs e coisas que não são nítidas para o uso prático

Coisas empresariais, aqui em minha empresa por exemplo a plataforma disponibiliza um fácil acesso ao WhatsApp e E-mail com nossos clientes

Great information working with different support tickets, personalized views, great support! Also, the reporting ticket is useful trying to filter my work and other agents work as well.

Some views does not load the ticket information properly while being updated.

Prioritize and provide the proper Priority level working on tickets, from Highest to lowest, also, it is clear to have in a glance all the tickets information and the best way to contact the customer.