Zendesk Support Suite Reviews & Product Details

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.

Zendesk Support is by far the daily driver for me. I have been a Zendesk Admin for nine years and looking forward to many more!

Zendesk Explore is a relatively new product line, which suffers from option overload and less friendly dashboard management features than the third-party product Explore replaced. I am confident that with time, they'll find improvements here.

We use Zendesk Support, Chat, Guide, and Chat to service our customer base. The benefits are too numerous to list; however, it is worth suggesting that if you continue to serve your customer base from a lesser workflow like email, then you are surely missing out on what Zendesk can teach you about your customer base.

The system gave me option to priorotize my task

nothing...everything is perfect. I am happy with the service and tool

You have detailed articles on each which helps to get to a quick resolution.

Quick and friendly use, was able to understand without happening to look at youtube or contact support Lot of customisation Lot of automation available

1) CSAT in the signature option should be there 2)DSAT Mandate reasons not available 3)Attachment in messaging window for customers

CSAT & QUality Ticketing through email and chat Internal and external communications

- Its faster - less downtime - SLA management

Need SLA Report in order to manage every team members SLA & there should be new ticket nos created for every re-opned ticket so that the exact/actioned ticket can be counted for review

Easy allocation of mails / tickets which helps in assigning & managing performance of the team

User-friendly interface: It is easy to navigate and use, making it accessible for businesses of all sizes and technical abilities. Customizable: Zendesk offers a wide range of customization options, so businesses can tailor it to fit their specific needs and processes. Comprehensive: It offers a range of features, such as ticketing, live chat, and a knowledge base, providing everything a business needs to manage customer support in one place. Scalable: Zendesk can grow with a business, as it supports an unlimited number of users, tickets, and chats. Integrations: Zendesk Support Suite can be integrated with a variety of external tools and platforms, making it easy to integrate it into an existing workflow. Mobile support: Zendesk has mobile apps for both iOS and android, allowing agents to manage tickets and customer interactions on the go. Reporting and analytics: It provides detailed reporting and analytics, so businesses can track performance and make data-driven decisions.

Limited customization options: While Zendesk offers a range of customization options, some users may find that the platform does not fully meet their needs and may require additional customization through their developer team like custom macros and custom fields. Cost: While Zendesk offers a free plan, businesses may need to upgrade to a paid plan to access certain features or handle a higher volume of support requests.

As a user of Zendesk Support Suite, I am able to benefit from a number of features that help me to manage customer support more effectively. One of the main problems that Zendesk Support Suite is solving for me is providing a centralized platform for managing customer support. With the ability to handle ticketing, live chat, and a knowledge base all in one place, I am able to keep track of all customer interactions and easily access the information I need to provide efficient and effective support. Another problem that Zendesk Support Suite is solving for me is the ability to customize the platform to fit my specific needs and processes. With a wide range of customization options, I am able to tailor the platform to work the way my business works, rather than having to change my business processes to fit the platform. Additionally, Zendesk Support Suite is solving the problem of scalability for me. As my business grows, I don't have to worry about hitting a limit on the number of users, tickets, or chats that I can handle, as the platform supports an unlimited number of them. Lastly, the reporting and analytics feature of the platform allows me to track performance and make data-driven decisions, which helps me to improve my customer service quality and efficiency over time.

Easy to use while calling from Zendesk without any issue

Sometimes the Talkdesk tab on Zendesk doesn't load

Easy to raise a issue and getting quick response

Zendesk can easily open multiple windows for a particular ticket due to which backtracking makes easy

Since zendesk is so heavy it takes time to load as compared to other

Zendesk helps us solve customer query whether it is in Chat form or Email form.

We're really happy with the integrated email and chat dashboard for our agents (Agent workspace) and the ability to mange useful reporting, automated responses, and Answer Bot resolutions. The SLA functionality also helps agents stay focused with 'top-of-the-bucket' prioritization so they don't have to spend cycles trying to figure out which ticket is most important, or lose track of tickets in the queue. We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers. Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process. The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com.

It's clear that Zendesk has been a work in progress over the years, and several modules do not sit tightly with each other. Chat, for example, was developed by Zopim, and it's clear that it's been copied/pasted into the layout. Configuration is especially painful and takes place on two different dashboards. They've consolidated some of the settings configurations, but it still feels cumbersome, and agent permissions management still jumps you back and forth between various configuration menus. Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing.

We're handling requests originating from a variety of surfaces, web form ticket submission, web widgets in our app including in-app chat, email support, help center. Integrating this into a seamless experience for our agents is top priority as it allows our agents to live in a single environment. This plus the tight integration with the help center for public and internal-facing documentation is critical in assuring our agents have quick access to all of the resources they and our customers may need to be successful. The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams.

Zendesk Support allows all the necessary features with an easy-to-learn interface in order to work on the cases or Customer Support System. Zendesk enables its users with various features like Follow up reminders, Integration with other apps, and creating related tickets for internal teams for further actions and efficient followup on ongoing cases.

I really don't think of any such options or features on Zendesk as all the features and options I have used till now are very useful and I believe that those features are included in the list after a lot of research and user feedback.

As there are a lot of internal dependencies while resolving day-to-day grievances received from Paid customers, Zendesk empowers its users to easily keep a track of ongoing cases and their progress over them. Also, creating and managing 'Views' is another extraordinary feature in order to segregate your data as per the requirement of the time.

i will recommend zendesk for friend or colleague because i have good experience, good service if we have obstacle the account full helping

related to payment, maybe it can be changed according to the country and not always using dollars

about trigger, integration they complete help until solve and we can work so properly