Zendesk Support Suite

As an IT support communication tool to end-users, Zendesk Support Suite is extremely helpful. The record-keeping abilities [are] top-notch. The searching feature is simple and easy to use. The statistics can give you a good general idea [of] where your colleagues stand in terms of workload, etc.

Zendesk Support Suite as a project tracking tool would not be useful. You really cannot keep collaborative action items organized that well if you were to use this as a project tool.

For enterprise-grade ticket managing and customer communication, it is awesome. For feature tracking, it could use some work, because you can end up with a ticket being on hold while it is under consideration; or closed out and then people lose visibility on it while it is in another system.

Would not recommend to worst enemy.

It is less costly than other big platforms like Khoros Communities but in the same place, it gives us limited features like user ranks and gamification and limited structural modifications which are currently in demand by the customers. It is great for small userbase communities but it can be better for large userbase communities as well.

Zendesk is most appropriate in environments where managing external communication with single or multi unit teams is a requirement. It's also ideal in a high volume customer centric environment especially when automation and self help articles are a major part of driving success for a support team.

It would be less appropriate for companies and teams who require some sort of customer management solution. It's great for keeping up with customer requests, but it's not ideal for maintaining a database about customer details.

DOES NOT WORK! NO SUPPORT

I supposed that the tool is great when you can use it, but unfortunately, we can't.

Zendesk is very appropriate if you are on the sales or support team. As it's critical for those teams to have a real-time audit trail and records of outreach, a centralized place for a remote team is of the utmost importance. Being a manager of a customer-facing team, it allows me to track the success of our cadence.

Zendesk will be useful for companies that are in need of an easy-to-use CRM application. It's very user-friendly and allows users to easily adapt to the workflows within the platform. The integrations with other 3rd party applications are seamless and configurable to the company's needs.

It is a perfectly good software for a small company that wants a fairly simple solution for CRM that does not require hours of training.

I would not recommend it if you just have one or two team members total, as it might complicate things too much for something that can be done over e-mail, but once your team grows, this is a good option.

Zendesk Support Suite would be perfect for small- to mid-sized businesses. The ease of setting everything up, the great uptime, and the intuitiveness of the platform makes it very easy to scale whether you need 10 or 50 agents. I'd highly recommend it especially if you're present in mutliple channels which is the standard these days. For startups, I recommend going the a la carte route. Perhaps Zendesk Support Pro would be enough.

It could be well suited for companies with 24h customer support. We need tracking for first respond and solving tickets during working hours and Zendesk has not been able to solve this very basic thing in the past 3 months. Otherwise, the tracking does not offer us any value at all.

I like the simplicity of the support flow and the ability for customers to use the self-service portal we've set up for them. As a company offering B2B support, it's valuable for our customers to have a place where they can log in to see all open support tickets and easily track their status. Also, I like the fact that you can select which channels you want to offer support on. We're about to try the Messaging functionality just now.

Zendesk Support is really helpful and well suited for chat, phone, and email ticketing. It does provide quite a bit of flexibility around configuring and designing, especially in the help center. Some things are ambiguous and you have to work with support. The API is very powerful, so, when suited to a specific use case, it can accomplish many things if desired.

Zendesk is great for support teams that are looking to track tickets, respond to user requests via email, and also gain insights into various metrics telling you the effectiveness of both the support representatives and different parts of the product itself. This may have been an internal miss on our end, but in my experience, Zendesk isn't as well suited for teams that are looking for easy organization of user requests based on certain products or features to feed directly to those best suited to answer specific questions.

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.

Zendesk is great for small businesses looking to start a CRM system. It's easy to learn and manage with a small team. It works well internationally and most of the integrations work well. If you are a larger company, you may want to look into a more robust platform as the integrations and larger team management features are limited.

Zendesk tracks issues and tickets quite well. It provides an easy to use UI for users and customers which means it's not so complicated that there is a large learning curve. It's easy to define the fields needed and to set up a little bit of automation with macros. I would particularly like if there was more automation depending on who submits the ticket and which area or group it needs to be assigned to.

Zendesk Support has many great features when using it for many clients. The flow is easy and smooth. I think Zendesk Support is the best possible option for our use but I don't believe Zendesk Support is supposed to be used for this function. I have only used Suite's in this manner and it works extremely well.

Any company that needs to track customer complaints, concerns, or requests would benefit from Zendesk. They ease of use and simplicity it offers is great for any size company. For larger companies, you can track metrics and run reports to see how your Team is doing and what issues/requests are most prevelant. However, if you're looking to track work across multiple departments within the organization or if you're looking to facilitate collaboration within your organization, Zendesk isn't really what you're looking for.

Zendesk Support Suite is a great option for mid-sized companies. We use it very effectively to communicate with customers on a number of ecommerce marketplaces, including Amazon, eBay, Walmart, Sears, and others. We also use Zendesk now to track some internal ticketing. We do not use it across all departments due to the effort to get all users into it and the licensing costs of doing so.

We appreciate the abilities that the API gives both to internal developers as well as external app developers. The system is very customizable for a team with developers available, but it may be confining if you don't have someone (or a team of someones) that can customize it to your needs.

I know that some companies use it for more call center-like environments, but that is not us. I don't find the talk functionality to be great for call center support, but it can probably be used better than we use it.

ZenDesk is great if you have a large source of incoming data. For us, we managed over 500 endpoints with a lot of users who have something to ask/request/complain about. So we need a system that will take all that data in.

If your source of data is smaller and can be handled by a group email - then ZenDesk may not be a fit for you, but consider it as your company grows.

This is the best option for a support organization. You can interact with customers, you can easily collect data and share that data with other parts of your company. You can have users located all over the planet and they can use Zendesk with ease. You can build multiple channels with ease.