Zendesk Suite - powerful customer support tool
October 22, 2024

Zendesk Suite - powerful customer support tool

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

Zendesk Suite is used to manage customer emails. The best part is the tagging and auto-assignment part! All of thr manual work ends and agents get email/tickets on proper intervals! Workload gets distributed amongst the team. The option to use templates, link emails to Jira tickets or create the tickets directly is very smazing feature

Pros

  • Email Handling and auto-replies
  • Auto-assignment to all online agents
  • Tagging emails

Cons

  • AI related auto-responses which are connected to database in backend could improve customer usability
  • Makine the UI more engaging and fun
  • Connect the AI tool with ChatGPT
  • It saves our dsats by sending auto responses and not making the clients wait
  • Templates and AI features help delivering a smooth experience to the customer
  • Automation features are the best with Zendesk Suite
It feels like one of the most east tools to work on! The tabs and options are equite self explanatory. Automation features help keep the workload distributed. Dashboard helps in understanding the stats. IVR helps direct calls to appropriate teams and its quite easy to switch between different status
The help documentation is amazing. It helps to share appropriate responses to the customer instead of looking for that information in multiple sources.
Zendesk Suite comes with a complete package. Right from receiving customer calls to responding emails. Managing tickets and following up with customers for required information. This tool feels like the place where you can Manage more of the things

Do you think Zendesk Suite delivers good value for the price?

Yes

Are you happy with Zendesk Suite's feature set?

Yes

Did Zendesk Suite live up to sales and marketing promises?

Yes

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

Yes

Zendesk Suite is best for organising customer queries and emails for medium to large organisations. The tagging and automation features come in so handy when we have low number of employees online. The workload gets distributed amongst teammates and picked up quickly. Templates come in very handly and prevent grammatical errors too

Zendesk Suite Feature Ratings

Incident and problem management
9.6
Organize and prioritize service tickets
10
Expert directory
8
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

More Reviews of Zendesk Suite

  1. Home
  2. Help Desk Software
  3. Zendesk Suite Reviews
  4. User Review of Zendesk Suite