Zendesk Support Suite Reviews & Product Details - Page 4

It has various reports and dashboards which we can use with the help of Zendesk Explore option. It also has triggers and automations which help us automating various processed. It also supports some apps like time trakcing app which help in tracking the time of agents on various tickets. Also helps in creating support artciles and providing customer porttal to clients. Review collected by and hosted on G2.com.

Zendesk Support takes substantial time to respond. their TAT can be much better. And account manager assigned by them are not easy to reach. Review collected by and hosted on G2.com.

-Any channel your customer has, you can also chat with them back via your agent view

-I spent many years as a support agent and this platform really enhanced my days as a support agent; saving so many manual tasks via triggers, automations and macros

-There's so many features that exisit on the platform and if it doesn't exist I'm empowered to create my own

-I love a good help center that give it's end users the autonomy to solve their own issues and then have immediate access to 5 star support through whatever channel they choose

-I love having a community on so many different slack domains/channels; I feel like I can get a thread going with anyone talking about various topics. It's a really nice outlet when you're an admin stuck on a problem working remote by yourself. Review collected by and hosted on G2.com.

-Admin sidebar always collapsing on me, I get it's supposed to be sleak, but needs a bit more fine tuning. I don't click on the buttons in the admin center, I type what I need to get to and go from there. So when I'm typing and my sidebar disappears, it costs me an extra second or two, but I'm a real stickler on that second or two in 2024 lol.

-When people send SMS into Zendesk it creates another end user (xxx-xxx-xxxx text user). So if I want to talk to the same user via SMS, I need to go to there SMS end user profile. I wish it was just another reply option like to contact via with WhatsApp, email or phone call. It breaks the one ticket immersion and makes the agent jump between two tickets and two end users. I've actually developed an app to "mirror" that SMS conversation to it seems like it's all-in-one ticket view. I know in the US we're big on SMS still and I think it's an important niche to include until the day SMS becomes obsolete if ever. Review collected by and hosted on G2.com.

Great customer facing solution. Highly recommended for public customer support. Review collected by and hosted on G2.com.

I would love a simpler reporting method. It seems a bit overwhelming to run reports but I do see improvements with AI coming Review collected by and hosted on G2.com.

Zendesk is an amazing tool to communicate with your customers easily. The communication tickets from sellers to us or from us to sellers are stored and there are statuses used to make communication easy. in my area of work an open ticket means we have a notification from a seller(customer), pending tickets mean we waiting for a response, and on-hold everything is complete and the lead is about to be complete (cars are ready for sale) and solved everything needed to be done on that lead is done or the seller no longer wants to proceed. We have macros on ZD where you can send an email that is pre-written and you can choose the emails according to your circumstance. all departments are linked and we can assign each other tickets according to the departments it is in. Review collected by and hosted on G2.com.

sometimes emails can take time to reflect from the seller to us and manually assigning the tickets can be challenging when it re-assigned itself back. Review collected by and hosted on G2.com.

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.

The Zendesk Suppot Suite is great for tracking tickets and keeping a knowledge base. Review collected by and hosted on G2.com.

Many features are add-ons for an additional cost instead of being all inclusive. Review collected by and hosted on G2.com.

Zendesk has been reliable and constantly adding a new features. Review collected by and hosted on G2.com.

I wish Zendesk adding the slash commands for macros in the Zendesk mobile app. I also wish some of the sweethawk suite was available in the mobile app. I wish Omni channel routing was like round robin. I wish the slack integration was similar to foqal. 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.

It’s quick to learn how to use the support features making onboarding new agents easy. They have a wide variety of products to support different channels Review collected by and hosted on G2.com.

Zendesk Explore, their reporting feature, is not intuitive and leaves a lot to be desired. You can spend hours trying to configure attributes in the right way and end up with a clunky report that still isn’t quite right Review collected by and hosted on G2.com.