Zendesk Support Suite Reviews & Product Details - Page 22

Organization and prioritization of work in one consistent place, instead of individual emloyee's private emails. Review collected by and hosted on G2.com.

Change. Change is always hard and breaking habits ato utilize something that will ultimately make us more efficient has been the biggest hurdle to overcome. Review collected by and hosted on G2.com.

The Zendesk Support Suite has exhibited commendable attributes such as scalability, integration capabilities, omnichannel support, unified customer support, customization, flexibility, and robust reporting and analytics features. Furthermore, their premier support service is truly exceptional. It's worth noting that while no platform is flawless, the effectiveness largely hinges on the specific variant you've procured. The Zendesk Support Suite offers comprehensive solutions and distinguishes itself by being user-friendly. Our current key performance indicators (KPIs) stand as a testament to its excellence, alongside the contributions of our strategic technology partnerships. Zendesk, in particular, has played a pivotal role in achieving best-in-class results! Review collected by and hosted on G2.com.

I find Zendesk's feature prioritization process to be somewhat slow for my liking. However, as long as they keep customers informed and actively work on the prioritized features, I'm satisfied with their approach. Review collected by and hosted on G2.com.

Everything in one box, the team has the tools they need Review collected by and hosted on G2.com.

have to use market place too much for tools Review collected by and hosted on G2.com.

The ability to track my assets and who I assign them two when setting up a new customer is very nice. Review collected by and hosted on G2.com.

Its hard to search for certain words or phrases when looking for an old ticket. Review collected by and hosted on G2.com.

-increases customer satisfaction, customers get first reply very fast.

-reduces the processing time of a request.

- helps the agent to get all the necessary information from the customer very quickly.

- support from the team even after setup. There is always someone to whom you can bring ideas, and in the end, solutions can be found for almost everything.

- Setup takes a lot of time but only only at the beginning Review collected by and hosted on G2.com.

- Due to the fact that several departments are involved, problem solving sometimes takes longer

-Setup process can be simplified

- but pros overweight contras Review collected by and hosted on G2.com.

We enrolled for Zendesk in Jan this year, the experience so far has been good. Our support & internal team has been able to adapt to their service and the flexibility it offers has helped our team customise the functionality as per our need, also the support provided was good. Review collected by and hosted on G2.com.

Currently, we don't feel any downside here. Review collected by and hosted on G2.com.

Zendesk Is the most helpful tool to use to Handle a Ticket the tags are easily taken as well as on the navigation. We will continue to use Zendesk and we hope that this tool will get even better. Review collected by and hosted on G2.com.

I dislike about zendesk is the way the assign tickets it seems that no one knows how can this improve, and also the way they handle the customer satisfactory it seems that it is not filtered. Review collected by and hosted on G2.com.

Zendesk has a number of features that are intuitive and easy to learn. While batch update features can still be improved, I appreciate how they can streamline my work and save me time on what would be more tedious individual updates. The ability to easily filter tickets into different queues makes delegating and organizing ticket work easy, accurate, and efficient. Review collected by and hosted on G2.com.

While the program works fine most of the time, there are a number of bugs that can throw a wrench in my workflow (being forced out of tickets right after opening them, saving notes sometimes shows errors when they were posted fine, etc.). I feel like there are a number of missing features as well such as the ability to add or remove cc's when batch updating tickets, and a "library" of sorts where files can be uploaded and automatically assigned to tickets based on conditions such as coding, assignee, etc. Review collected by and hosted on G2.com.

I've been in the Support world for a long time, and because of this have had to use a plethora of different ticketing system. Zendesk has always been my favorite. When I had to help start up a new support team we tried a few other systems but they were all lackluster at best. Zendesk has amazing features. The ability to create specific queues, set up macros, automated triggers to help with some of the items that we get which don't need response. None of the other ticketing systems I had to use came close to being as helpful and efficient as Zendesk.

We also had to move our community and guides from where they had been. We looked into Zendesk and discovered it would be a perfect fit. The styling of the site was extremely easy to setup thanks to the different options offered. It's easy to search and use from not only a Support perspective but from our Customers as well.

The few times we've had to reach out to Zendesks own Support team they were incredibly friendly, helpful and quick to get the issue identified and provide any workarounds as necessary. Review collected by and hosted on G2.com.

The only issues my team has ever had with Zendesk is the call system. There are times where it's difficult to understand users. This could be due a number of factors but is our only real complaint. Beyond clarity there are times when it seems like the calls didn't want to come through properly or didn't alert the support agent to the fact they had a call coming in. Review collected by and hosted on G2.com.

Zendesk is definitely the "heart" of our customer support department. We use it for email, phone and live chat support. I also love how easy it is to set up templates, automation and triggers to improve and help resolve tickets faster. Our company also uses their FAQ tool so we can provide users with the latest guides about our product. We've been using Zendesk for about 5 years now planning to keep doing so. Review collected by and hosted on G2.com.

Sometimes, it is hard to use their search feature. It's the only thing I struggle with when using the service, really. Good thing is their team is always willing to help and improve the platform. Review collected by and hosted on G2.com.