Zendesk Support Suite Reviews & Product Details

ZenDesk has allowed us to quickly communicate with users via macros, making the process much faster.

It would be helpful to be able to format the signatures, ie. use hyperlinks.

ZenDesk helps us communicate with thousands of graduates and families about All-University Commencement in an efficient manner.

Everything is in one place, and it is super easy to manager our client care care team.

I dont love the analytics platform, i wish it was a little more like excel.

I like that everything is in one place.

Ticket tracking, and notification reminders.

Menu's changing when enhancements go out

Issue tracking and time to complete resolution times.

Our account rep is super helpful and is always going above and beyond!

It sometimes can be hard to navigate when trying to find an answer on my own

We are able to answer customer question and concerns very efficiently and effectively. We a small team we can get back to all our customers in a timely manner.

I love the use of macros for my team. We have typed up responses that we can use for our most frequent situations. My team can quickly select the macro and I know we are all on the same page for important information needing to be passed to the customer.

I don't really have anything I dislike about Zendesk. What I would love though is some short of keyboard shortcut that would allow us to access our list of macros quickly.

All of our customers reach out through Zendeks for help with their orders, questions about products, help with installation, questions about new products and just general knowledge. Zendesk gives us the tools to quickly assist and follow up if needed.

Zendesk Support Suite is super simplel to use and deploy. I was able to pass adminrights down to department mnagers instead of keeping in IT only.

A little confusing to navigate at first. Takes a little time to find various menus.

Zendesk has allowed me to move my helpdesk ticket systems to the coud and imported al the tickets from the old system. Zendesk is super user friendly.

Sooth system i really enjoy the simple concept

The way i can quickly assist customers with issues

The way to manage volume

I really like that I can split up my departments by "Brands". This helped in adoption of the product as it gave my users ownership of their specific areas. The knowledge base functionality is key and a great feature as well. Besides an IT knowledgebase I have other brands that are working on their own knowledgebase articles. The ease of use makes it possible to grow user education in a meaningful manner.

I would say the admin panel is a bit to get up to speed on. I had issues finding areas or knowing just what I needed to do to accomplish a task. The product does a lot and if you have any issues contact support or you'll be missing out on features.

My users can submit tickets for technical issues they are having as well as Facility issues, Quality issues and so on for the other departments. We are able to track issues and trends and come up with solutions as needed.

It allows to create a handful of business rules that allow a seamless experience to the agents and at the end of the day to the customer we serve as a software company.

At the moment, I would like many features that are offered via third-party applications, to be developed natively; this would allow a simpler configuration fo the tool.

It allows the company to serve our customer base when they have technical support inquiries and streamlines all the internal processes that guarantee effective and quality response interactions.

How you can have a team stay updated on every update that comes in and how it integrates with Zapier

Honestly can not think of anything else right now

We have all the updates come into our support email that multiple people can view and then we have it make a task in basecamp through zapier.

I like the AI summary feature! It's helpful when trying to get a pulse on a longer thread of communication. I also appreciate the task bar and how it assists in organization and task management.

I do not like the order of notes on the screen, as it now lays them from oldest to newest. I also do not like how URLs cannot be "hyperlinked" within the organizational level of Zendesk.

AI is making summarization faster and therefore leaves me with more time for me to give my clients. Also, it makes it extremely easy to stay organized and keep customers and coworkers happy!

Everything is easily accessible and grouped be it support documentation, ticket support, or even telephone and livd chat.

Only thing I wish was that live chat was more easily accessible and configured (similar to intercom)

Easily allowing support ticket inflow, responses, pre filled details and assignment. Additionally customer support documentation hosting.

Zendesk has a solid mobile and web app. We like utilizing email transport to funnel support requests into the portal, where we can manage the scope of all support needs and requests, centrally.

Zendesk has a little work to do with its Teams integration but they've been responsive in communicating their roadmap for continued development in this area of the platform.

Zendesk helped us take our support requests out of individual Slack/Teams chats 1:1 and land those centrally, where our entire team has insight and viewability.

I'd say the most helpful part of Zendesk Support Suite is being able to have all of our outlets accessible for replies in one place. I've used Zendesk at two companies and this has been invaluable.

The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.

Allows our customer service manager to reply to customers quickly and she's able to track all conversations so nobody is left unanswered.

the best aspect to me about ZD's Support Suite is the capability of having all active agent channels in one software for better communication transparency & organization of customers interactions

I just came back to using ZD after my first usage starting in 2012 & it seems to me that with the additional features, there's a lot more bugs that can be problematic

it solves the headache of organizing day to day service interactions with our customers since it does this for us automatically being the one CRM we use to communicate with all customers

What's great about the Zendesk is that it is really beginner friendly, user friendly,easy to work with too and a very efficient support provider. I've been using this platform for 4 years not until our company changes our tool recently this year.

The only thing that I dislike about Zendesk is that sometimes (not all the time) when Zendesk support system updates, we would encounter error or glitch on our end while using the tool.

Well since Zendesk support tool is so easy to use and to manage, sending emails or chatting to our customer has been easier than ever and due to this our customer gives us amazing feedback about how efficient our service are.

The ease of use. It's always been very intuative so with some poking around you can figure things out on your own. Or easily learn from their Zendesk U.

That the support isn't live anymore. It's always via email. Many times issues are best resolved with a conversation with someone live.

With the inclusion of AI and automations it is helping us keep a small team while not affecting our customer experience.

I like being able to multitask, and stay in control of what needs to be completed.

Nothing, I have no issues with Zendesk. It is

Its helpful in keeping in with customer information, inquiries and responses.

Es una herramienta de ticketing muy amigable, fácil de ejecutar desde cualquier navegador, computadora, celular con acceso a internet, te brinda la posibilidad de administrar los tickets en vistas, puedes interactuar de diferentes formas con los usuarios finales ya que te ofrece la posibilidad de activar chat, redes sociales, integraciones con otras herramientas, etc.

El soporte técnico, en ocasiones tardaban bastante en contestar sobre todo porque al parecer no había gente en México que brindara soporte, así que la diferencia de horarios influía mucho en las respuestas

Nos ayudó mucho en la reestructura de nuestra área de servicio a clientes, cuando migramos a esta plataforma fue muy fácil que nuestros agentes aprendieran a utilizarla, una de las ventajas es que tiene una suite de informes súper completa en donde puedes consultar estadísticas a través de diferentes gráficos, así como el envío de estos reportes en forma automática,e sto nos ayudó mucho ya que esa entrega automatizada, nos ahorraba tiempo que podíamos usar para otras tareas

feature that I appreciate about ZenDesk is its flexibility and scalability. The platform caters to businesses of all sizes, from startups to large enterprises, and offers various pricing plans to accommodate different needs and budgets. Additionally, ZenDesk integrates seamlessly with other popular business tools and software, such as CRM systems and productivity suites, enhancing workflow efficiency and enabling a holistic view of customer interactions.

Advanced analytics features, such as customizable dashboards and more advanced reporting metrics, would be beneficial for businesses seeking to gain deeper insights into their customer support operations and performance. Let me know if I'm missing anything however!

I needed a professional solution and a reliable company that I could trust. I've needed to go through quite a few 'less-than-ideal' trials to find this one, but it's what I'm recommending to my clients and anyone reading this.