Zendesk Support Suite Features
What are the features of Zendesk Support Suite?
Platform
- Customization
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
Internal Use
- Customization
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Platform
Mobile User Support | Based on 1100 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 76% (Based on 1,100 reviews) | |
Customization | Based on 1457 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 80% (Based on 1,457 reviews) | |
User, Role, and Access Management | Based on 1669 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 82% (Based on 1,669 reviews) | |
Integration | Based on 1460 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 81% (Based on 1,460 reviews) | |
Reporting | Based on 2059 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 78% (Based on 2,059 reviews) | |
Dashboards | Based on 2127 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 79% (Based on 2,127 reviews) | |
Conversation Editor | Based on 41 Zendesk Support Suite reviews. Allows business to edit conversations to meet the unique needs of one's business. | 85% (Based on 41 reviews) | |
Integration | Gives users the ability to update systems, like CRM, based on conversations. This feature was mentioned in 39 Zendesk Support Suite reviews. | 87% (Based on 39 reviews) | |
Human-In-The-Loop | Based on 35 Zendesk Support Suite reviews. Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. | 87% (Based on 35 reviews) | |
Live chat | Provide tools for live chat on one's website. 398 reviewers of Zendesk Support Suite have provided feedback on this feature. | 86% (Based on 398 reviews) | |
Integrations | As reported in 396 Zendesk Support Suite reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. | 82% (Based on 396 reviews) | |
Branding | As reported in 391 Zendesk Support Suite reviews. Has the ability to customize look and feel of chatbot to match` company branding. | 82% (Based on 391 reviews) | |
Analytics | Based on 392 Zendesk Support Suite reviews. Gives user the ability to analyze conversations with the chatbot and see its performance. | 82% (Based on 392 reviews) | |
Collection of information | Based on 385 Zendesk Support Suite reviews. Can collect and store information from interlocators, such as email, phone number, etc. | 84% (Based on 385 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 2241 Zendesk Support Suite reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 88% (Based on 2,241 reviews) | |
Ticket Response User Experience | Based on 2257 Zendesk Support Suite reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 87% (Based on 2,257 reviews) | |
Workflow | Based on 2182 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 85% (Based on 2,182 reviews) | |
Automated Response | Based on 2029 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 84% (Based on 2,029 reviews) | |
SLA Management | See feature definition | Based on 1617 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 81% (Based on 1,617 reviews) |
Attachments/Screencasts | Based on 2095 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 84% (Based on 2,095 reviews) | |
Ticket Collaboration | Based on 2083 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 86% (Based on 2,083 reviews) | |
Customer/Contact Database | Based on 1548 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 82% (Based on 1,548 reviews) |
Communication Channels
Customer Portal | Based on 1758 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 84% (Based on 1,758 reviews) | |
Email to Case | Based on 2004 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 87% (Based on 2,004 reviews) | |
Live Chat Support | Based on 1423 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 84% (Based on 1,423 reviews) | |
Social Media Integration | Based on 1128 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 80% (Based on 1,128 reviews) | |
Voice | Based on 1014 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis. | 81% (Based on 1,014 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. 1408 reviewers of Zendesk Support Suite have provided feedback on this feature. | 85% (Based on 1,408 reviews) | |
Searchable Articles | As reported in 1346 Zendesk Support Suite reviews. Makes articles in the knowledge base searchable on the web. | 84% (Based on 1,346 reviews) | |
Community Forums | Enables users to engage with other users to solve common issues. 938 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 938 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices This feature was mentioned in 559 Zendesk Support Suite reviews. | 77% (Based on 559 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 692 Zendesk Support Suite reviews. | 79% (Based on 692 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 740 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 740 reviews) | |
Automation | Based on 755 Zendesk Support Suite reviews. Automates some or all operation related tasks | 82% (Based on 755 reviews) | |
Artificial Intelligence | As reported in 574 Zendesk Support Suite reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 76% (Based on 574 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 720 Zendesk Support Suite reviews. | 81% (Based on 720 reviews) |
Communication
Pop-up Chat | Based on 776 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 86% (Based on 776 reviews) | |
Notifications | Based on 794 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 84% (Based on 794 reviews) | |
Targeted Emails | As reported in 552 Zendesk Support Suite reviews. Sends automated emails to further engage clients and potential clients. | 81% (Based on 552 reviews) | |
In-App Messaging | Based on 573 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help. | 84% (Based on 573 reviews) | |
Co-Browsing | As reported in 356 Zendesk Support Suite reviews. Allows agents to join a customer's browser session and navigate through the website with them. | 80% (Based on 356 reviews) |
Internal Use
Customization | Based on 1457 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 80% (Based on 1,457 reviews) | |
Conversation Archiving | Based on 689 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 84% (Based on 689 reviews) | |
Lead Development | Enables employees to denote potential customers. 490 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 490 reviews) | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. This feature was mentioned in 735 Zendesk Support Suite reviews. | 84% (Based on 735 reviews) | |
Team Inbox | Based on 662 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 86% (Based on 662 reviews) | |
Customer Profiles | Based on 689 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 82% (Based on 689 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. This feature was mentioned in 521 Zendesk Support Suite reviews. | 84% (Based on 521 reviews) | |
Tickets | As reported in 697 Zendesk Support Suite reviews. Creates and assigns support tickets, scheduling them in a timely manner. | 90% (Based on 697 reviews) | |
Macros | Based on 646 Zendesk Support Suite reviews. Allows administrators to create templated responses to frequently asked questions. | 88% (Based on 646 reviews) |
Channels
Ability to connect agents with customers through Live Chat.
This feature was mentioned in 697 Zendesk Support Suite reviews. | 90% (Based on 697 reviews) | ||
Social | Based on 542 Zendesk Support Suite reviews. Connects employees with customers through a social media solution. | 83% (Based on 542 reviews) | |
Live Chat | Ability to connect agents with customers through email.
521 reviewers of Zendesk Support Suite have provided feedback on this feature. | 87% (Based on 521 reviews) | |
Phone | Connects employees with customers through a calling solution. This feature was mentioned in 444 Zendesk Support Suite reviews. | 82% (Based on 444 reviews) | |
Text | Ability to connect agents with customers through text message solution.
380 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 380 reviews) |
Insight
Surveys | As reported in 497 Zendesk Support Suite reviews. Provides opportunity for customers to give feedback through a survey. | 82% (Based on 497 reviews) | |
Reporting | As reported in 608 Zendesk Support Suite reviews. Enables administrators to create customized reports reflecting customer satisfaction. | 83% (Based on 608 reviews) | |
Visitor Activity | As reported in 521 Zendesk Support Suite reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | 84% (Based on 521 reviews) | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 628 reviewers of Zendesk Support Suite have provided feedback on this feature. | 87% (Based on 628 reviews) |
Administration
Change Management | Based on 191 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system. | 84% (Based on 191 reviews) | |
Asset Management | Based on 172 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization. | 79% (Based on 172 reviews) | |
Reports & Analytics | Based on 219 Zendesk Support Suite reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights. | 83% (Based on 219 reviews) | |
Database Management | As reported in 562 Zendesk Support Suite reviews. Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. | 81% (Based on 562 reviews) | |
Data Workflows | Operationalizes data delivery workflows to easily scale repeatable preparation needs 543 reviewers of Zendesk Support Suite have provided feedback on this feature. | 79% (Based on 543 reviews) | |
Issue Management | Provide workflows to create and escalate issues related to risks and requests This feature was mentioned in 604 Zendesk Support Suite reviews. | 82% (Based on 604 reviews) | |
Integrations | Integrates with live chat, chatbots, help desk, or other customer service software 620 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 620 reviews) | |
User, Role, and Access Management | As reported in 731 Zendesk Support Suite reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 83% (Based on 731 reviews) | |
Performance and Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took 735 reviewers of Zendesk Support Suite have provided feedback on this feature. | 86% (Based on 735 reviews) | |
Scheduling | Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages 88 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 88 reviews) | |
Triggered Notifications | Provides the ability to automate notifications based on user behavior 137 reviewers of Zendesk Support Suite have provided feedback on this feature. | 88% (Based on 137 reviews) | |
Segmentation | As reported in 93 Zendesk Support Suite reviews. Ability to segment audiences based on device type, location, demographics, customer behavior, etc. | 83% (Based on 93 reviews) | |
Integrations | Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) 126 reviewers of Zendesk Support Suite have provided feedback on this feature. | 84% (Based on 126 reviews) |
Service Desk
Help Desk | Based on 247 Zendesk Support Suite reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help. | 90% (Based on 247 reviews) | |
Incident Reports | Based on 223 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | 87% (Based on 223 reviews) | |
Process Workflow | Based on 211 Zendesk Support Suite reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 86% (Based on 211 reviews) |
Compliance
Policies and Controls | Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. 526 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 526 reviews) | |
Data Governance | Ensures user access management, data lineage, and data encryption 488 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 488 reviews) | |
Compliance | Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. 491 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 491 reviews) | |
Auditing | Based on 464 Zendesk Support Suite reviews. Perform ad-hoc or ongoing IT audits at different levels of the company. | 80% (Based on 464 reviews) |
Data Security
Risk Data Attributes | Based on 433 Zendesk Support Suite reviews. Identify risk data attributes such as description, category, owner, or hierarchy. | 81% (Based on 433 reviews) | |
Data Transport | As reported in 434 Zendesk Support Suite reviews. Protects data with some form of encryption as it leaves your secure or local network. | 81% (Based on 434 reviews) | |
Access Management | Based on 525 Zendesk Support Suite reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data. | 83% (Based on 525 reviews) | |
Multi-Factor Authentication | As reported in 471 Zendesk Support Suite reviews. Requires a second level of authentication, such as sms messaging or customized tokens, to access data. | 85% (Based on 471 reviews) |
Usability
All-Employee Access | Permits use by job roles outside of service department This feature was mentioned in 589 Zendesk Support Suite reviews. | 82% (Based on 589 reviews) | |
Supporting Documents | Based on 585 Zendesk Support Suite reviews. Allows linking of useful information such as screen shots | 83% (Based on 585 reviews) | |
Two-Way Communication | As reported in 556 Zendesk Support Suite reviews. Provides direct contact between CSRs and customers outside of milestones | 83% (Based on 556 reviews) |
Reporting
Priority Case Alerts | Based on 515 Zendesk Support Suite reviews. Informs stakeholders of activity on escalated or high-value cases | 83% (Based on 515 reviews) | |
Trend Analysis | Evaluates frequency of types of complaints This feature was mentioned in 489 Zendesk Support Suite reviews. | 79% (Based on 489 reviews) | |
Performance Monitoring | Includes a dashboard or other means of performance monitoring 569 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 569 reviews) |
Productivity Tools
Notes | As reported in 286 Zendesk Support Suite reviews. Allows users to leave notes or comments on emails or relevant cases. | 86% (Based on 286 reviews) | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. 286 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 286 reviews) | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. 272 reviewers of Zendesk Support Suite have provided feedback on this feature. | 84% (Based on 272 reviews) | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. 267 reviewers of Zendesk Support Suite have provided feedback on this feature. | 84% (Based on 267 reviews) | |
Templates | As reported in 278 Zendesk Support Suite reviews. Allows users to create canned answers or templates for email responses. | 85% (Based on 278 reviews) | |
Integrations | As reported in 274 Zendesk Support Suite reviews. Integrates without outside software to provide additional functionality or pull information. | 81% (Based on 274 reviews) | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. 306 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 306 reviews) |
Analytics
Trends | Analyzes trends in email content and resolution. 227 reviewers of Zendesk Support Suite have provided feedback on this feature. | 78% (Based on 227 reviews) | |
Performance Tracking | Tracks performance and productivity of users inside the application. 268 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 268 reviews) | |
Email Tracking | As reported in 257 Zendesk Support Suite reviews. Tracks email analytics like emails opened, how long the email was opened for, etc. | 81% (Based on 257 reviews) |
Functionality
Ticketing System | Based on 199 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues. | 90% (Based on 199 reviews) | |
Performance Logging | As reported in 163 Zendesk Support Suite reviews. Tracks action-by-action asset performance with machine- or human-readable logs. | 85% (Based on 163 reviews) | |
Alerting | Based on 171 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues. | 84% (Based on 171 reviews) | |
Automation | Based on 181 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance. | 86% (Based on 181 reviews) |
Management
Reporting | Based on 184 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | 83% (Based on 184 reviews) | |
Administration Console | Based on 185 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking. | 84% (Based on 185 reviews) | |
Access Management | Based on 174 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets. | 83% (Based on 174 reviews) | |
Asset Management | Based on 134 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking. | 80% (Based on 134 reviews) | |
Policy Dictation | Controls policies and configurations across business applications and hardware. 127 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 127 reviews) |
Knowledge Management
Knowledge Base | Enables the creation of an internal repository of knowledge articles This feature was mentioned in 747 Zendesk Support Suite reviews. | 86% (Based on 747 reviews) | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content 597 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 597 reviews) | |
Analytics | Helps users understand which knowledge articles are working and identifies areas of improvement This feature was mentioned in 649 Zendesk Support Suite reviews. | 79% (Based on 649 reviews) |
Customer Support
Intelligent Search | Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query This feature was mentioned in 611 Zendesk Support Suite reviews. | 80% (Based on 611 reviews) | |
Suggestions | As reported in 587 Zendesk Support Suite reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles | 78% (Based on 587 reviews) | |
Decision Trees | Based on 422 Zendesk Support Suite reviews. Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues | 78% (Based on 422 reviews) | |
Text | Is able to process inquiries submitted by text data from live chat, email, or SMS 11 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 11 reviews) | |
Speech | Comprehends human speech and can transcribe it to text for processing | Not enough data | |
Knowledge Base | The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries This feature was mentioned in 11 Zendesk Support Suite reviews. | 77% (Based on 11 reviews) |
Responses
Personalization | Based on 32 Zendesk Support Suite reviews. Provides personalized responses to interlocator based on segmentation or past responses. | 82% (Based on 32 reviews) | |
Route To Human | Based on 39 Zendesk Support Suite reviews. Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. | 87% (Based on 39 reviews) | |
Natural Language Understanding (NLU) | Can have a natural, human-like conversation with an interlocator. 40 reviewers of Zendesk Support Suite have provided feedback on this feature. | 85% (Based on 40 reviews) | |
Customization | As reported in 396 Zendesk Support Suite reviews. Customize your chat workflows with rules and automations. | 81% (Based on 396 reviews) | |
Control | Based on 393 Zendesk Support Suite reviews. Control who the chatbot converses with (and when). | 81% (Based on 393 reviews) | |
Route To Human | Has the ability to connect interlocator with a human agent when the need arises. This feature was mentioned in 379 Zendesk Support Suite reviews. | 83% (Based on 379 reviews) | |
Menu bars | Based on 377 Zendesk Support Suite reviews. Can provide interlocators with menus, through which they can choose a relevant response. | 81% (Based on 377 reviews) | |
Drip sequences | Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. This feature was mentioned in 285 Zendesk Support Suite reviews. | 81% (Based on 285 reviews) |
Conversational Platform
Personalization | Based on 763 Zendesk Support Suite reviews. Identifies the customer and personalizes interaction at every touchpoint. | 81% (Based on 763 reviews) | |
Omnichannel | Based on 620 Zendesk Support Suite reviews. Allows multiple related channels to interact at once to reduce transfers. | 82% (Based on 620 reviews) | |
Contextual Engagement | As reported in 589 Zendesk Support Suite reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | 81% (Based on 589 reviews) | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. 657 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 657 reviews) |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. This feature was mentioned in 623 Zendesk Support Suite reviews. | 81% (Based on 623 reviews) | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. 667 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 667 reviews) | |
Transcripts | As reported in 620 Zendesk Support Suite reviews. Maintains a transcript of conversations from all channels. | 84% (Based on 620 reviews) | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. 698 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 698 reviews) |
Messaging Channels
SMS Messaging | Ability to send reminders via SMS messaging to a mobile device 62 reviewers of Zendesk Support Suite have provided feedback on this feature. | 76% (Based on 62 reviews) | |
Based on 153 Zendesk Support Suite reviews. Ability to send proactive notifications via email | 90% (Based on 153 reviews) | ||
Voice Messaging | Ability to send reminders via voice messaging This feature was mentioned in 75 Zendesk Support Suite reviews. | 83% (Based on 75 reviews) | |
Two way messaging | As reported in 83 Zendesk Support Suite reviews. Ability to support a two way messaging/conversation between customer and customer support agent | 85% (Based on 83 reviews) |
Automation
Ticket Resolution | Based on 11 Zendesk Support Suite reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents | 76% (Based on 11 reviews) | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence This feature was mentioned in 11 Zendesk Support Suite reviews. | 83% (Based on 11 reviews) | |
Intelligent Routing | As reported in 12 Zendesk Support Suite reviews. When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to | 78% (Based on 12 reviews) |
Artificial Intelligence
Learning | As reported in 12 Zendesk Support Suite reviews. The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses | 81% (Based on 12 reviews) | |
Language | Based on 13 Zendesk Support Suite reviews. Multilingual capabilities allow the AI to process inquiries from many languages | 79% (Based on 13 reviews) | |
Conversational AI | The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers This feature was mentioned in 13 Zendesk Support Suite reviews. | 79% (Based on 13 reviews) |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 44 Zendesk Support Suite reviews. | 83% (Based on 44 reviews) | |
AI Text Summarization | As reported in 43 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 80% (Based on 43 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. 117 reviewers of Zendesk Support Suite have provided feedback on this feature. | 72% (Based on 117 reviews) | |
AI Text Summarization | As reported in 120 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 72% (Based on 120 reviews) | |
AI Text Summarization | As reported in 63 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 77% (Based on 63 reviews) | |
AI Text Generation | Based on 37 Zendesk Support Suite reviews. Allows users to generate text based on a text prompt. | 68% (Based on 37 reviews) | |
AI Text Summarization | Based on 38 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 68% (Based on 38 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 108 reviewers of Zendesk Support Suite have provided feedback on this feature. | 73% (Based on 108 reviews) | |
AI Text Summarization | As reported in 107 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 71% (Based on 107 reviews) | |
AI Text Generation | Based on 115 Zendesk Support Suite reviews. Allows users to generate text based on a text prompt. | 76% (Based on 115 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 115 Zendesk Support Suite reviews. | 76% (Based on 115 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 48 reviewers of Zendesk Support Suite have provided feedback on this feature. | 75% (Based on 48 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 47 reviewers of Zendesk Support Suite have provided feedback on this feature. | 74% (Based on 47 reviews) |
Automation - AI Agents
Sales Follow-Up | Allows users to automate responses to customer inquiries across various channels. | Not enough data | |
Customer Interaction Automation | Allows users to automate responses to customer inquiries across various channels. | Not enough data | |
Lead Generation | Allows users to automate the process of generating and qualifying sales leads. | Not enough data | |
Document Processing | Allows users to automate the handling, processing, and management of documents. | Not enough data | |
Feedback Collection | Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. | Not enough data |
Autonomy - AI Agents
Independent Decision Making | Allows the AI agent to learn from interactions and adapt its responses accordingly. | Not enough data | |
Adaptive Responses | Allows the AI agent to learn from interactions and adapt its responses accordingly. | Not enough data | |
Task Execution | Provides the AI agent the ability to execute tasks without requiring constant user input. | Not enough data | |
Problem Solving | Allows the AI agent to identify and resolve issues without user intervention. | Not enough data |
