Zendesk Support Suite Features
What are the features of Zendesk Support Suite?
Platform
- Customization
- User, Role, and Access Management
- 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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Technology Glossary Features
View definitions of the features and discover new technology terms.
Zendesk Support Suite Categories on G2
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Platform
Mobile User Support | Based on 1114 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 1,114 reviews) | |
Customization | Based on 1477 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 1,477 reviews) | |
User, Role, and Access Management | Based on 1683 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 1,683 reviews) | |
Integration | Based on 1474 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 1,474 reviews) | |
Reporting | Based on 2073 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 2,073 reviews) | |
Dashboards | Based on 2141 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 79% (Based on 2,141 reviews) | |
Live chat | Based on 404 Zendesk Support Suite reviews. Provide tools for live chat on one's website. | 86% (Based on 404 reviews) | |
Integrations | Based on 402 Zendesk Support Suite reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. | 82% (Based on 402 reviews) | |
Branding | Has the ability to customize look and feel of chatbot to match` company branding. This feature was mentioned in 397 Zendesk Support Suite reviews. | 82% (Based on 397 reviews) | |
Analytics | Based on 398 Zendesk Support Suite reviews. Gives user the ability to analyze conversations with the chatbot and see its performance. | 82% (Based on 398 reviews) | |
Collection of information | Can collect and store information from interlocators, such as email, phone number, etc. 390 reviewers of Zendesk Support Suite have provided feedback on this feature. | 84% (Based on 390 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 2255 Zendesk Support Suite reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 88% (Based on 2,255 reviews) | |
Ticket Response User Experience | Based on 2271 Zendesk Support Suite reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 87% (Based on 2,271 reviews) | |
Workflow | Based on 2196 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 2,196 reviews) | |
Automated Response | Based on 2042 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 84% (Based on 2,042 reviews) | |
SLA Management | See feature definition | Based on 1631 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 1,631 reviews) |
Attachments/Screencasts | Based on 2109 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 2,109 reviews) | |
Ticket Collaboration | Based on 2097 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 2,097 reviews) | |
Customer/Contact Database | Based on 1562 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 82% (Based on 1,562 reviews) |
Communication Channels
Customer Portal | Based on 1772 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 1,772 reviews) | |
Email to Case | Based on 2018 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 | 88% (Based on 2,018 reviews) | |
Live Chat Support | Based on 1436 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 1,436 reviews) | |
Social Media Integration | Based on 1141 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 1,141 reviews) | |
Voice | Based on 1026 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 1,026 reviews) |
Self-Service Experience
Knowledge Base | As reported in 1417 Zendesk Support Suite reviews. Provides a repository of information that can be used by those seeking support. | 85% (Based on 1,417 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. This feature was mentioned in 1355 Zendesk Support Suite reviews. | 84% (Based on 1,355 reviews) | |
Community Forums | Based on 947 Zendesk Support Suite reviews. Enables users to engage with other users to solve common issues. | 80% (Based on 947 reviews) | |
Mobile Optimization | Based on 568 Zendesk Support Suite reviews. Optimizes the customer self-service experience on mobile devices | 77% (Based on 568 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 700 Zendesk Support Suite reviews. | 79% (Based on 700 reviews) |
Self-Service Platform
Branding | Based on 748 Zendesk Support Suite reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 82% (Based on 748 reviews) | |
Automation | As reported in 763 Zendesk Support Suite reviews. Automates some or all operation related tasks | 82% (Based on 763 reviews) | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 581 Zendesk Support Suite reviews. | 76% (Based on 581 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 728 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 728 reviews) |
Communication
Pop-up Chat | Based on 787 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 787 reviews) | |
Notifications | Based on 805 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 84% (Based on 805 reviews) | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. 562 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 562 reviews) | |
In-App Messaging | Based on 584 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 584 reviews) | |
Co-Browsing | Based on 365 Zendesk Support Suite reviews. Allows agents to join a customer's browser session and navigate through the website with them. | 79% (Based on 365 reviews) |
Internal Use
Customization | Based on 1477 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 1,477 reviews) | |
Conversation Archiving | Based on 698 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 698 reviews) | |
Lead Development | As reported in 499 Zendesk Support Suite reviews. Enables employees to denote potential customers. | 80% (Based on 499 reviews) | |
Knowledge Base | Based on 745 Zendesk Support Suite reviews. Establishes a knowledge base for employee reference during conversations. | 84% (Based on 745 reviews) | |
Team Inbox | Based on 672 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 672 reviews) | |
Customer Profiles | Based on 699 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 699 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. This feature was mentioned in 525 Zendesk Support Suite reviews. | 84% (Based on 525 reviews) | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. 701 reviewers of Zendesk Support Suite have provided feedback on this feature. | 90% (Based on 701 reviews) | |
Macros | Allows administrators to create templated responses to frequently asked questions. This feature was mentioned in 650 Zendesk Support Suite reviews. | 88% (Based on 650 reviews) |
Channels
As reported in 701 Zendesk Support Suite reviews. Ability to connect agents with customers through Live Chat.
| 90% (Based on 701 reviews) | ||
Social | As reported in 546 Zendesk Support Suite reviews. Connects employees with customers through a social media solution. | 83% (Based on 546 reviews) | |
Live Chat | Ability to connect agents with customers through email.
This feature was mentioned in 524 Zendesk Support Suite reviews. | 87% (Based on 524 reviews) | |
Phone | As reported in 446 Zendesk Support Suite reviews. Connects employees with customers through a calling solution. | 82% (Based on 446 reviews) | |
Text | Based on 382 Zendesk Support Suite reviews. Ability to connect agents with customers through text message solution.
| 83% (Based on 382 reviews) |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. This feature was mentioned in 500 Zendesk Support Suite reviews. | 81% (Based on 500 reviews) | |
Reporting | Based on 611 Zendesk Support Suite reviews. Enables administrators to create customized reports reflecting customer satisfaction. | 83% (Based on 611 reviews) | |
Visitor Activity | Based on 523 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 523 reviews) | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 630 reviewers of Zendesk Support Suite have provided feedback on this feature. | 87% (Based on 630 reviews) |
Administration
Change Management | Based on 194 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 194 reviews) | |
Asset Management | Based on 175 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 175 reviews) | |
Reports & Analytics | Based on 222 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 222 reviews) | |
Database Management | As reported in 574 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 574 reviews) | |
Data Workflows | As reported in 555 Zendesk Support Suite reviews. Operationalizes data delivery workflows to easily scale repeatable preparation needs | 80% (Based on 555 reviews) | |
Issue Management | Based on 617 Zendesk Support Suite reviews. Provide workflows to create and escalate issues related to risks and requests | 82% (Based on 617 reviews) | |
Integrations | Integrates with live chat, chatbots, help desk, or other customer service software This feature was mentioned in 631 Zendesk Support Suite reviews. | 82% (Based on 631 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 742 Zendesk Support Suite reviews. | 83% (Based on 742 reviews) | |
Performance and Reliability | Based on 746 Zendesk Support Suite reviews. 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 | 86% (Based on 746 reviews) | |
Scheduling | Based on 91 Zendesk Support Suite reviews. Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages | 81% (Based on 91 reviews) | |
Triggered Notifications | Based on 140 Zendesk Support Suite reviews. Provides the ability to automate notifications based on user behavior | 89% (Based on 140 reviews) | |
Segmentation | Based on 96 Zendesk Support Suite reviews. Ability to segment audiences based on device type, location, demographics, customer behavior, etc. | 83% (Based on 96 reviews) | |
Integrations | Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) This feature was mentioned in 129 Zendesk Support Suite reviews. | 84% (Based on 129 reviews) |
Service Desk
Help Desk | Based on 250 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 250 reviews) | |
Incident Reports | Based on 226 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 226 reviews) | |
Process Workflow | Based on 214 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 214 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. This feature was mentioned in 538 Zendesk Support Suite reviews. | 83% (Based on 538 reviews) | |
Data Governance | Ensures user access management, data lineage, and data encryption 500 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 500 reviews) | |
Compliance | Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. 503 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 503 reviews) | |
Auditing | Perform ad-hoc or ongoing IT audits at different levels of the company. This feature was mentioned in 476 Zendesk Support Suite reviews. | 80% (Based on 476 reviews) |
Data Security
Risk Data Attributes | Based on 444 Zendesk Support Suite reviews. Identify risk data attributes such as description, category, owner, or hierarchy. | 81% (Based on 444 reviews) | |
Data Transport | Based on 446 Zendesk Support Suite reviews. Protects data with some form of encryption as it leaves your secure or local network. | 82% (Based on 446 reviews) | |
Access Management | As reported in 537 Zendesk Support Suite reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data. | 83% (Based on 537 reviews) | |
Multi-Factor Authentication | Requires a second level of authentication, such as sms messaging or customized tokens, to access data. 483 reviewers of Zendesk Support Suite have provided feedback on this feature. | 85% (Based on 483 reviews) |
Usability
All-Employee Access | As reported in 593 Zendesk Support Suite reviews. Permits use by job roles outside of service department | 82% (Based on 593 reviews) | |
Supporting Documents | Based on 589 Zendesk Support Suite reviews. Allows linking of useful information such as screen shots | 83% (Based on 589 reviews) | |
Two-Way Communication | Provides direct contact between CSRs and customers outside of milestones 560 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 560 reviews) |
Reporting
Priority Case Alerts | Informs stakeholders of activity on escalated or high-value cases 519 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 519 reviews) | |
Trend Analysis | Evaluates frequency of types of complaints This feature was mentioned in 493 Zendesk Support Suite reviews. | 79% (Based on 493 reviews) | |
Performance Monitoring | Includes a dashboard or other means of performance monitoring 573 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 573 reviews) |
Productivity Tools
Notes | As reported in 290 Zendesk Support Suite reviews. Allows users to leave notes or comments on emails or relevant cases. | 85% (Based on 290 reviews) | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. 290 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 290 reviews) | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. This feature was mentioned in 276 Zendesk Support Suite reviews. | 84% (Based on 276 reviews) | |
Workflows | Based on 271 Zendesk Support Suite reviews. Allows users to create and follow predetermined workflows attached to actions. | 84% (Based on 271 reviews) | |
Templates | Allows users to create canned answers or templates for email responses. 282 reviewers of Zendesk Support Suite have provided feedback on this feature. | 84% (Based on 282 reviews) | |
Integrations | Integrates without outside software to provide additional functionality or pull information. This feature was mentioned in 278 Zendesk Support Suite reviews. | 81% (Based on 278 reviews) | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. This feature was mentioned in 310 Zendesk Support Suite reviews. | 81% (Based on 310 reviews) |
Analytics
Trends | Analyzes trends in email content and resolution. 231 reviewers of Zendesk Support Suite have provided feedback on this feature. | 78% (Based on 231 reviews) | |
Performance Tracking | Tracks performance and productivity of users inside the application. 272 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 272 reviews) | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. This feature was mentioned in 261 Zendesk Support Suite reviews. | 81% (Based on 261 reviews) |
Functionality
Ticketing System | Based on 202 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 202 reviews) | |
Performance Logging | Based on 166 Zendesk Support Suite reviews. Tracks action-by-action asset performance with machine- or human-readable logs. | 85% (Based on 166 reviews) | |
Alerting | Based on 174 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 174 reviews) | |
Automation | Based on 184 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 184 reviews) |
Management
Reporting | Based on 187 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 187 reviews) | |
Administration Console | Based on 188 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 188 reviews) | |
Access Management | Based on 177 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 177 reviews) | |
Asset Management | Based on 137 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 137 reviews) | |
Policy Dictation | Controls policies and configurations across business applications and hardware. 130 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 130 reviews) |
Knowledge Management
Knowledge Base | Enables the creation of an internal repository of knowledge articles This feature was mentioned in 758 Zendesk Support Suite reviews. | 86% (Based on 758 reviews) | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content This feature was mentioned in 608 Zendesk Support Suite reviews. | 82% (Based on 608 reviews) | |
Analytics | Helps users understand which knowledge articles are working and identifies areas of improvement 661 reviewers of Zendesk Support Suite have provided feedback on this feature. | 79% (Based on 661 reviews) |
Customer Support
Intelligent Search | As reported in 621 Zendesk Support Suite reviews. Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query | 80% (Based on 621 reviews) | |
Suggestions | Based on 597 Zendesk Support Suite reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles | 78% (Based on 597 reviews) | |
Decision Trees | Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues 432 reviewers of Zendesk Support Suite have provided feedback on this feature. | 78% (Based on 432 reviews) | |
Text | Is able to process inquiries submitted by text data from live chat, email, or SMS This feature was mentioned in 20 Zendesk Support Suite reviews. | 71% (Based on 20 reviews) | |
Speech | Based on 15 Zendesk Support Suite reviews. Comprehends human speech and can transcribe it to text for processing | 54% (Based on 15 reviews) | |
Knowledge Base | As reported in 20 Zendesk Support Suite reviews. The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries | 74% (Based on 20 reviews) |
Responses
Customization | As reported in 401 Zendesk Support Suite reviews. Customize your chat workflows with rules and automations. | 81% (Based on 401 reviews) | |
Control | As reported in 398 Zendesk Support Suite reviews. Control who the chatbot converses with (and when). | 80% (Based on 398 reviews) | |
Route To Human | Has the ability to connect interlocator with a human agent when the need arises. 385 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 385 reviews) | |
Menu bars | Can provide interlocators with menus, through which they can choose a relevant response. 383 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 383 reviews) | |
Drip sequences | Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. This feature was mentioned in 291 Zendesk Support Suite reviews. | 81% (Based on 291 reviews) |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. This feature was mentioned in 772 Zendesk Support Suite reviews. | 81% (Based on 772 reviews) | |
Omnichannel | Based on 630 Zendesk Support Suite reviews. Allows multiple related channels to interact at once to reduce transfers. | 82% (Based on 630 reviews) | |
Contextual Engagement | As reported in 597 Zendesk Support Suite reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | 81% (Based on 597 reviews) | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. This feature was mentioned in 665 Zendesk Support Suite reviews. | 81% (Based on 665 reviews) |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. This feature was mentioned in 632 Zendesk Support Suite reviews. | 81% (Based on 632 reviews) | |
Seamless Escalation | Based on 675 Zendesk Support Suite reviews. Provides features for escalating conversations to the appropriate agent. | 82% (Based on 675 reviews) | |
Transcripts | As reported in 628 Zendesk Support Suite reviews. Maintains a transcript of conversations from all channels. | 84% (Based on 628 reviews) | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. 706 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 706 reviews) |
Messaging Channels
SMS Messaging | Ability to send reminders via SMS messaging to a mobile device 64 reviewers of Zendesk Support Suite have provided feedback on this feature. | 76% (Based on 64 reviews) | |
Based on 156 Zendesk Support Suite reviews. Ability to send proactive notifications via email | 90% (Based on 156 reviews) | ||
Voice Messaging | Based on 77 Zendesk Support Suite reviews. Ability to send reminders via voice messaging | 83% (Based on 77 reviews) | |
Two way messaging | As reported in 85 Zendesk Support Suite reviews. Ability to support a two way messaging/conversation between customer and customer support agent | 85% (Based on 85 reviews) |
Automation
Ticket Resolution | The platform is able to automatically determine how to resolve help tickets without assistance by human agents This feature was mentioned in 19 Zendesk Support Suite reviews. | 75% (Based on 19 reviews) | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence 19 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 19 reviews) | |
Intelligent Routing | As reported in 20 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 | 76% (Based on 20 reviews) |
Artificial Intelligence
Learning | Based on 20 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 | 71% (Based on 20 reviews) | |
Language | Multilingual capabilities allow the AI to process inquiries from many languages 21 reviewers of Zendesk Support Suite have provided feedback on this feature. | 72% (Based on 21 reviews) | |
Conversational AI | Based on 21 Zendesk Support Suite reviews. 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 | 71% (Based on 21 reviews) |
Generative AI
AI Text Generation | Based on 50 Zendesk Support Suite reviews. Allows users to generate text based on a text prompt. | 81% (Based on 50 reviews) | |
AI Text Summarization | Based on 49 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 80% (Based on 49 reviews) | |
AI Text Generation | As reported in 128 Zendesk Support Suite reviews. Allows users to generate text based on a text prompt. | 72% (Based on 128 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 131 Zendesk Support Suite reviews. | 71% (Based on 131 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 73 reviewers of Zendesk Support Suite have provided feedback on this feature. | 76% (Based on 73 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 39 Zendesk Support Suite reviews. | 66% (Based on 39 reviews) | |
AI Text Summarization | Based on 40 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 65% (Based on 40 reviews) | |
AI Text Generation | Based on 112 Zendesk Support Suite reviews. Allows users to generate text based on a text prompt. | 72% (Based on 112 reviews) | |
AI Text Summarization | Based on 111 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 70% (Based on 111 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 123 Zendesk Support Suite reviews. | 77% (Based on 123 reviews) | |
AI Text Summarization | As reported in 123 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 77% (Based on 123 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 52 Zendesk Support Suite reviews. | 77% (Based on 52 reviews) | |
AI Text Summarization | Based on 51 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 75% (Based on 51 reviews) |
