Zendesk Support Suite Reviews & Product Details - Page 11

Zendesk forwarder helps us to communicate faster with our clients, fast response, does not delay when it's comes to communicating with our clients as well.

The app also assists us to be able to respond to the sellers and help on regards of their issues that they are facing at that time, being able to know when your tickets are bridging. Review collected by and hosted on G2.com.

When it becomes slow when you need or have too many tickets thats need to be solved. Review collected by and hosted on G2.com.

I do really like the Support platform from a user perspective, and the trigger system is wonderfully dynamic and flexible. I like that form fields and are searchable now (terrific improvement). The marketplace is great for additional enhancements. Macro's are great for standardizing user responses. Review collected by and hosted on G2.com.

There are a few things that I'm critical of - like the disjointed admin experience at the moment. I find I have to bounce between Support and Admin to adjust users (moving them from staff to end user or vice versa), but I'm hopeful a more unified experience is on the way. Would like to see an improvement in the Support web portal so that it can more easily be adapted to support internal requesters (who sometimes are also agents), and lock it down so it's not available to just anyone. Review collected by and hosted on G2.com.

Smooth, straightforward interface—can easily switch between different features (email responses, reporting, live chat, etc). Can get started fairly quickly with only a small amount of training. With the right subscription tier, access to technical support is fast and efficient. Review collected by and hosted on G2.com.

Pricing can get pretty steep as you add on features. Most of our clients are small businesses in a stage of growth—so while the features make perfect sense for their teams, sometimes the bill ends up pricing our people out. They also recently removed basic reporting from their basic Support Team plan (used to be included) which is a HUGE bummer, as well as removing quick live support (have to send an email instead). That being said, we still typically try to roll a client out into Zendesk before moving onto something less expensive, simply because the startup is so fast and easy. Review collected by and hosted on G2.com.

Zendesk makes it easy when receiving replies as they are directed back to the ticket. It also has cool features that allow you to link different tickets that belong to one user. Review collected by and hosted on G2.com.

I personally can not see anything wrong with the way forwarder for zendesk works as it always get the job done. Review collected by and hosted on G2.com.

Zendesk is easy to use and intuitive, mostly on chats Review collected by and hosted on G2.com.

Fast chat assistance with all users. Easy follow-ups through emails Review collected by and hosted on G2.com.

I can group my team's tickets and have a view of all of them.

I can see on Explore the number of tickets worked per agent

I can see the SLA reporting by line of business

The customer's information is displayed on the side of the ticket

I can see if there are other people that have the same ticket open Review collected by and hosted on G2.com.

There is no report to show which tickets were actioned by a specific agent for that day.

Cannot unsend an email Review collected by and hosted on G2.com.

The simplified process of sending macros to sellers and also being able to communicate with other colleagues from different departments using tickets. Review collected by and hosted on G2.com.

Sometimes one profile/vehicle can have a lot of tickets, which can be confusing at times. Review collected by and hosted on G2.com.

Zendesk's capability to build different types of workflows for different types of use cases makes it the most dynamic system to own to support your business. Review collected by and hosted on G2.com.

There are some limitations on integration but Zendesk compensates that by allowing other 3rd party apps to integrate easily and seamlessly. Review collected by and hosted on G2.com.

It is easily acceptable as we use it on a regular basis, being able to communicate with customers as well as other departments via zendesk ticket. Review collected by and hosted on G2.com.

Ticket that are being incorrectly assigned to another department causing a delay in workflow Review collected by and hosted on G2.com.

Automation and Macors and Good Analytics Review collected by and hosted on G2.com.

Customer support and Training for admins Review collected by and hosted on G2.com.