Rezensionen und Produktdetails zur Zendesk Support Suite

I like the that you can integrate with a large number of apps. This is fastening our processes and we don't have to leave the platform to be able to create an issue on Jira for our tech team, for example. :)

Sometimes we need to refresh the page to see an update from a client on a ticket, but nothing major. It would be nice if there is like a pop-up message from the widget. The option for automatic chat opening is not very handy.

We have multiple brands, and now we can have all conversations in one place. Each brand has its own Help Centar, support email address, etc. We can keep track from the platform of all technical issues we reported to our tech team. This was a game-changer for us when we switched to Zendesk.

All the features are well thought off and nicely implemented. The integration between the products makes some of the tasks very easy to manage. The User Interface and the User Experience are awesome!

Bulk Administration. No way to trigger based on Users and Organizations. Advanced connectivity with other backend tools. Formulas to update the fields. SLA placeholders not available.

All the different channels of customer communication in 1 single place

The omni channel experience, new agent workspace that allows agents to serve users via multiple channels in the same ticket

Chat is still lagging a bit behind- dashboard is separate from ZenDesk

omni channel experience and serving our users where they are using their preferred channel

The customer communication is better now that we have Zendesk.

I dislike the WhatsApp visualization because it's confusing.

The problem Zendesk Support Suite is solving is the communication with costumers.

A plataforma é muito completa e traz bastante soluções para a nossa empresa

A comunicação com o suporte é um pouco dificil em alguns momentos.

A comunicação entre o cliente e a empresa via chats

The most helpful thing is the control with tickets.

I dislike the droz communication with costumers.

The Zendesk Support Suite is solving problems with our costumers.

What I like the most is how accurate the reports are. Every number can be extracted from Zendesk. Every emails sent to our customers can be tracked which is the best.

I dislike when the Outbound recording does not include in the ticket. It happened multiple times when we do an outbound call to our customers, the outbound call recordingdoes not include in the ticket.

Its definitely solves the needs of our customers as it is the bridge between customer support and our healthcare professionals. Zendesk helps us communicate with both our client and healthcare professionals. It also helps us track the productivity, metrics, etc. of our employees.

In Zendesk, you are able to navigate any tickets with complexity and able to multi-task without even closing other ticket, user friendly and compact when it becomes to the visibility of the information

None so far, I'll be using Zendesk for almost two months without having bugs or trouble accessing data and tickets, easy to interact with the client and internal teams

It is mainly our core tool, when we need to interact with the client, mainly in business. especially in my account, it benefits me by multitasking and resolving tickets

Great support, easy to create dashboards and queries.

The messaging bot is quite limited (flow builder).

Dashboard queries, external extensions.

How easy ZenDesk is to use, train, configure, customize & implement.

There are a few limitations in our Professional Suite & upgrading to Enterprise is too expensive for our organization.

We have built our business around leveraging ZenDesk, instead of Salesforce, because it's mainly pre-built & so simple to manage.

Zendesk got back to be promptly when I needed assistance with my system, my page was displaying in a different language and the support assistant helped me greatly, his name was Jeffery

I have not encountered many bugs or things that need fixing because the system caters well to our needs and wants along with soo many added features that help us in our work

They are making communication between companies and their customers centralised and easy to use which eliminates a lot of wasted time and helps give accurate information

Facil de utilizar. Intuitiva, assertiva. Tem tudo o que precisamos

As vezes suporte acaba sendo um pouco lento nas tratativas

Agilidade para o negócio.

A facilidade de acesso e retorno no dia a dia para melhor atendimento aos departamentos gerais

O Layout não me agrada devido a não ser tão intuitivo

A comunicação entre departamentos, e a formalização de situaçãoes diarias para melhoras futuras

The tools and connections Zendesk can provide.

Many steps to execute the creation of a user could be improved.

Communication with my costumer and reports that can be used.

There software is complex to meet your business objectives and if you need help then the Zendesk team are ready to provide support

The differences between Zendesk Chat, Talk Admin Centre etc

Contacting customers and tracking tickets that require support

Ferramenta de WhatsApp, para atendimento de chamados! As vantagens são que a plataforma me permite ter autonomia e precisão no atendimento por B2C, é perfeita!!

A ferramenta pode melhorar com atualizações para atender de forma ativa no WhatsApp, tendo a dinâmica de respostas com o cliente. A trave dos chamados dificuld a comunicação.

O zendesk está resolvendo a comunicação com meu cliente, evitando se prender a telefones com ligações infinitas e a divisão das equipes para os canais de atendimento

How practical things are even to beginners who never worked with the platform before. I started without the knowledge of triggers, automations, etc, and I could learn them within a week.

Sometimes we need third party apps to fill out some spaces that Zendesk doesn't fill, like a better way to reassign tickets based on schedules (like Round Robin).

I build automations and triggers for my company. My job is to make our agents' job easier. I also gather data from Zendesk Explore to help other fields of the company, like sales and marketing.

The platform is very easy to use, dynamic and objective. Anyone can learn to access it easily. Zendesk unifies communication with customers in a very good way, with great quality and speed.

The layout could be better and more useful. There is a lot of bureaucracy in adding customers to the platform. What hinders a little the agility of the work that could be more agile. But everything else is very good, only praise.

Helping me to work better. The platform helps me to better connect with customers, in a simple and fast way. By streamlining the connection with customers, they are happier, have their problems resolved faster and as a result, we are able to work better.

ZenDesk is the best tool ever built for incident management. We can customize the views to match our team needs, automatically set time frames to close a ticket, auto-replies, and have a fantastic User Interface with outstanding performance in place.

I had some bugs dealing with ZenDesk; I faced a bug where the tool did not follow a standard process whenever I opened a ticket and assigned it to a different/admin user every time, but this bug was fixed already. Also, it is not easy to jump start in the customizing features, but with time you can master and do whatever you need to manage and automatize the workflow.

It improved my workflow, helping me manage my tickets with automatic messages, macros, split views, comments, a clean User Interface and an outstanding support team.

Pretty much a one-stop shop for everything you need to provide excellent customer service. You also have the ability to get support from customer advocacy team. Downside though is quite expensive honestly speaking.

Not dislike it but more on the system limitation, especially with the Zendesk Explore. There's a limitation on how many rows you can export in which kinda frustrating given most of the time you have a very large number of data you need to extract.

You can have all the products you need to provide excellent customer service. There's the support, guide, gather, sell, explore which are very good products from Zendesk.