Zendesk Support Suite Reviews & Product Details - Page 3

I like Zendesk because I can send emails to customers with ease, I can see once a customer has responded to my email, and having macros helps I don't have to draft an email from scratch most of the time, I also like that I can easily locate tickets that needs my urgent attention and tickets that are if less priority. I use Zendesk daily to communicate with customers, it's also

good for customer support because I can see as soon a customer responds to my email and also ease of integration because it is linked to my talk desk so Ia m able to see the customers information before they even confirm GDPR Review collected by and hosted on G2.com.

What I don't like is that I can't delete an email sent by mistake or edit an email so that I can rectify an error. Review collected by and hosted on G2.com.

I use Zendesk to manage our contact us form. It functions as a ticketing system, allowing us to categorize incoming emails by topic and assign them to the appropriate team members. This streamlines the process and makes handling inquiries much more efficient. Review collected by and hosted on G2.com.

Sometimes, we receive tickets marked as suspended, even though some of them shouldn't be. Review collected by and hosted on G2.com.

I think it is great to use Zendesk Support Suite as it has all the tools in one place to manage tickets (support requests) from incoming customers or internal personnel to also being able to reach out internally to other teams so is their help is needed on a request. It also links/connects with Jira so any related tickets can be easily viewed with a click. The ticket urgency and SLA are also well-organized so it can be sorted by priority of customers and issues. Review collected by and hosted on G2.com.

There aren't much real downsides. The only issue is when a particular team does not have access to ZD. Review collected by and hosted on G2.com.

Zendesk is infinitely customizable. I love the plethora of fields, automations, sorting, and reporting options that are at your fingertips. It's exremely easy to set up and can integrate with your existing support email addresses. Zendesk's support team is quick to respond to questions and they're always posting guides with tutorials on how to implement new features. Review collected by and hosted on G2.com.

The only thing I wish that Zendesk had was an active dark mode just to ease my eyes a bit! Review collected by and hosted on G2.com.

What I like the most about Zendesk are the macros and views that can utilize our workaround. Review collected by and hosted on G2.com.

What I dislike is there are no options to duplicate the ticket and no features for dependency tickets to make it a child ticket. Review collected by and hosted on G2.com.

Zendesk has an incredible ability to create living documents centered around the customer, keeping track of all communications and notes regarding their issue. Review collected by and hosted on G2.com.

For our business in particular, everything is centered around Organizations being the focal point of contact, and in Zendesk it can be hard to keep communications with multiple contacts from the same organization from becoming a bit of a mess. Review collected by and hosted on G2.com.

In the beginning, it felt easy to use and the triaging and categorisation system was helpful. Review collected by and hosted on G2.com.

Zendesk is clearly at a point in its journey where its aiming for maximum money extraction, minimum delivery. We had some issues and their service has been unresponsive, uncollaborative and rude. Its telling when any subscription makes it impossible to get help or cancel.

The product is also ageing and not fit for B2B use. Originally designed around B2C, a lot of our workflows are clunky and constrained by their system architecture, so it all feels quite manual.

I'd stay away and use Pylon or similar if you're building B2B support teams. Review collected by and hosted on G2.com.

I really like how Zendesk Support Suite has everything you need to handle customer service smoothly. It lets you manage customer questions from email. This makes sure every customer gets a response and keeps the service consistent. Also, its easy-to-use interface and detailed analytics make it simple to keep track of how well the support team is doing and find ways to get better. Review collected by and hosted on G2.com.

Honestly, there's not much to dislike about Zendesk Support Suite since it's great for customer support. If I had to mention something, it would be that it can feel a bit overwhelming at first because of all its features. But once you get the hang of it, those features really help in managing customer interactions well. Review collected by and hosted on G2.com.

For me, what I like in Zendesk is easy to understand how to operate this. Also, the best thing is, you can access the Zendesk in any device and anywhere. Review collected by and hosted on G2.com.

For me, one I dislike in Zendesk is some ticket cannot find even we tried to search. Also don't have guidelines for newbie user. Review collected by and hosted on G2.com.

Zendesk Support Suite is ticket tool managing customer support. Zendesk has a clean and intuitive interface that makes it easy for agents to navigate through customer tickets, collaborate with team members, and find relevant information quickly. Review collected by and hosted on G2.com.

As an It Service Desk used this tool experience delays in loading tickets or in navigating the interface when there's a high volume of incoming requests. Review collected by and hosted on G2.com.