Avis sur Zendesk Support Suite et détails du produit

Ease of use and implimentation Chat platform and CRM

Costing is something which is dissapointing and the basic version lacks many features. Suite is the best but comes with lot of cost.

Chat platform for our sales and support system

The FAQs and suppprt articles are very rich and the agents are very efficient

Nothing so far. This review link is very lagging and slow

I am not well knowledgeable to answer that

I do love the speed in which Zendesk works, it turnes really good when responding to customers, I really use it all day long! As well all features to be used are a very good help!

I do dislike that there are sometimes bugs that will turn you back into the same page that you were before so it takes time!

Zendesk has all our information for contacting and responding to email, sms and client profiles!

The ticketing structure makes it easy to search through.

The order in which emails are uploaded in the ticket can be a bit chaos since it's not always in time order.

Allowing users ability to use the self service portal.

I like that there are routing abilities and grouping areas. I also thing that the use of AI will be great.

There should be a sandbox where we can test things out before going live.

We are able to track responses to our customers in a more concrete way.

The interface was easy to navigate. They have a ton of training materials for each product and category. My reps are always available and knowledgeable and I just love them. I have learned a great deal in Zendesk. I have 5 instances that I maintain and each one is different. Love the ticket sharing feature.

I along with many others am disappointed in the lack of some features related to views and side conversations but they were not show stoppers for us. I had to purchase an add-on for views that should be available within Zendesk. Side conversations need more functionality such as forwarding it from within the ticket as an email like other comments in the ticket.

We have 1 team that was in the red losing business and referrals and now they are profitable and turn around went from a week to the same day. They have a wish list and will be taking advantage of other features such as the web widget and chat. They also have user and team metrics that they never had. Other teams are so much more organized and have a better response time. It is making our admin department more efficient for our users. Communication is better among the teams as well.

Simple and easy to understand and the features are awesome

Limited characters you can write in the comment box.

It help me organize my daily tasks

Automations and integrations - deadly combination.

Sometimes, basic features required paid integrations.

Centralise csutomrer problems from various channels and address them in a unified way.

I like how easy it is to chat with a real person in real time while still using the Zendesk interface.

Easier customization of the agent signature.

We are able to track the response time being spent on customer inquiries. Also able to track all inquiries per customer account at a glance.

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.

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.

Supporting customers via email. Typically providing technical support requests about our products (such as CKEditor 5).

Interesting, really enjoy that it can be used with other platforms to make my life easier

Similar to other platforms & plugins available

N/a

Very intuitive to use and the categories/groupings allow customer success agents to prioritize issues.

Not about the functionality but more of the pricing.

Being able to identify key customer complaints and prioritize which.

I love using zendesk, I hadn't previously used an sort of CX ticketing platform so I was nervous coming in but the platform is so easy to use and navigate I was able to jump right in. Our CSM is also so great and helpful.

I don't have any complaints, I really enjoy it.

We use it for customer inquiries and complaints. It's easy to navigate their question to the right department of our tier one agents are not able to answer

Zendesk Support tool is easy to use for customer support.

So far I don't see any downside of the tool in handling customers concern.

As na customer service representative this tool is a platform for us to get in contact with the customer to assist them with theri concerns.

Zendesk is a very user-friendly application. You can organize and segment the ticket information pretty easily; all that information is visible to the team.

I don't like that there aren't many tutorials online on how to use it properly or how you can use it more efficiently. I had to learn by using it and trying things until they worked fine.

Zendesk helps us by delivering service to our customers who are facing issues with their products, also it helps us to track and manage the clients and connect all the information with the support team.

What I like best is the convenience it offers to me as a Customer Support. The options are very useful in doing my Job, the same with the reality that it's user-friendly. I really like Zendesk.

In rare occasions, there is a latency that needs to be fixed. But no worries, this just happens on a rare occasion so overall, furthermore, the graphic design needs to get more of modern.

As an agent for customer, I am encountering problems in having a hassle locating buttons or options, Zendesk has this feature where you can easily locate the options that you need. So it is very convenient especially when you are speaking to multiple customers.

Zendesk is an Amazing All in on ticketing solution with chat! We use it on several of our customer facing web based applications and it works very well! support from Zendesk is also amazing next to none!

The managment of users could be a little better, They could make it all in one instead of having to go to several differant pages to manage one user.

Mailbox sharing, Live chat is with customers, ticket creation

The collaboration aspect of Zendesk is the best feature, easily merging tickets, assigning tickets to others, and being able to hop on a ticket that someone else is actively working on.

The thing I think everyone would benefit from more is a more built-out phone system. I know Zendesk works with Twillio now but a native phone system that doesn't rely on a thrid party would be great.

Zendesk Support Suite is allowing us to collect vital data on Support trends and externally and internally that we as an organization can then utilize for changes internally

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.

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.

Zendesk helps us with our customers first and foremost. When they have issues they send us a ticket which we handle using Zendesk. It houses our guides and community so that our users can get how-to help and discuss different things with each other.

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.

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.

The main problem Zendesk helps us to solve is support ticket management. We receive a high number of tickets on a daily basis and need something to help assign and solve tickets faster. Zendesk does just that. Because of how easy it to use, we've been able to improve our First Reply and Full Resolution times.