Zendesk Support Suite Reviews & Product Details - Page 38

The platform's features such as, intent recognition and real-time language translation have been invaluable in helping us understand our customers' needs and provide them with the right solutions.

Plus from an Administrator perspective, the dashboard is user-friendly and can be learned in no time. Review collected by and hosted on G2.com.

There is nothing to be mentioned. So far, we have a smooth operation! Review collected by and hosted on G2.com.

Solid user experience, reliable, no downtimes, high customizability. Built-in knowledgebase, and good support for templates. Fair pricing, allowing to give access to a large team via light agents. Review collected by and hosted on G2.com.

Honestly, nothing. Maybe being able to track in detail the time spent on every customer would be a nice addon as we had to implement it by ourselves. Review collected by and hosted on G2.com.

Flexibility and range of options in building intents in great. I try to make use of most of the available features in order to offer the best experience to our customers. API integration is working fantastic and helps us provide great support. Collaboration with the team is also great - really appreciate the support received. Review collected by and hosted on G2.com.

From a user perspective I am really looking forward to the opportunity to work on integrations without the need to involve other departments (devs). I'd also love to be able to reduce some manual work in creating or edititng intents by having the option to use some presets / clipboards with frequently used message structures. Review collected by and hosted on G2.com.

It's fairly straightforward and easy to set up.

Easy to put agents and different team members in separate groups. It's decent for simple reporting. Integrations are somewhat to track multiple support channels in one place. They're helpful but could be more robust. Review collected by and hosted on G2.com.

For a company that's focused on support, their own customer support is terrible. It takes days to get a canned answer where it's clear that the agent didn't actually read your question or take the time to understand what your problem is. They always just send back an article which, 9 times out of 10, you've already found for yourself and is unhelpful. If anything goes wrong or you have any specific questions, it takes weeks to get an answer/resolution. Review collected by and hosted on G2.com.

I love the ease and intuitive-ness of being able to create triggers and automation that are customized to our team and the way we actually work. We can make the tool work for our team rather than shifting the way we work to accommodate the standard way tickets are set up to flow into the queue. Review collected by and hosted on G2.com.

Not being able to search within macro content. For example, if there's a phone number that's mentioned in 25 different macros and that phone number changes at some point, I want a clear way to search all macros for that phone number to easily be able to update the info. Review collected by and hosted on G2.com.

I like how it helps us keep things organized when handling our customer's interactions. Review collected by and hosted on G2.com.

I think it could be the lack of certain customization when trying to edit some specific tab. But only that... Review collected by and hosted on G2.com.

The interface is easy to use and the option to create child tickets help to keep multiple teams on tje same page to accomplish a common goal. Review collected by and hosted on G2.com.

I would like a better layout of when child tickets are completed so I don't have to go into them and check what the status is. Review collected by and hosted on G2.com.

One of the best features is the zendesk explore tool. It allows me as a manager to get insights regarding what types of issues or coming in and how my team is doing Review collected by and hosted on G2.com.

There are some small quality of life improvements that could be made.

Being able to pause sla without responding the the client and to be able to see all views without going to the admin page would be great Review collected by and hosted on G2.com.

I recently had the opportunity to use Zendesk as a customer service solution for a business I was working with, and I was thoroughly impressed with the platform. From its user-friendly interface to its robust features, Zendesk made it easy for us to provide top-notch customer service.

One of the standout features of Zendesk was its ticket management system. We were able to efficiently handle and track customer inquiries, which helped us respond to customers quickly and effectively. Additionally, the knowledge base and community forum were incredibly helpful in providing customers with the information they needed, reducing the volume of support inquiries we received. Review collected by and hosted on G2.com.

Now, let's move on to the areas where I felt Zendesk could be improved. One issue I encountered was with the platform's reporting and analytics features. While they were robust and provided valuable insights, I found the interface to be a bit confusing and difficult to navigate. Additionally, I experienced some technical difficulties with the platform, which required assistance from Zendesk's support team to resolve.

In conclusion, while my experience with Zendesk was generally positive, there were a few areas where I felt the platform could be improved. However, the comprehensive features and user-friendly interface of the platform make it a strong choice for businesses looking to streamline their customer support operations and provide exceptional customer service. Review collected by and hosted on G2.com.

Zendesk Support Suite is a great tool to compile all of my inquiries into one easy-to-use platform that enables me to efficiently complete my tasks on a daily basis. Review collected by and hosted on G2.com.

It would be helpful to search by ticket number Review collected by and hosted on G2.com.