Zendesk Suite

As a software consultant, I see Zendesk used daily in various industries. From customer service to ITSM, Zendesk offers a flexible, scalable solution for SMBs through enterprise organizations. My favorite use case is seeing businesses with many FAQs enable self-service through Zendesk's various channels to reduce the mundane questions end-users offer, freeing agents up for higher-value conversations. We often see Zendesk Support (Email/Web), Messaging (Chat), Phone, and Guide installed, with a separate focus on Explore Dashboards. Zendesk invests heavily in AI, helping adapt the product to evolving customer needs.

Zendesk is a very capable ticketing system. We used it to service the IT needs of 10+ companies. Anyone with an IT related requested would email us at a specific address, which would generate a ticket.

Our dispatcher would then correspond with the user, get more information, deadlines for the request, etc and then they would assign the ticket to a team member to address.

At certain points, we began to really customize Zendesk to cater our specific needs and it worked very well.

I've been using ZenDesk Suite for over 7 years now. It makes my communication with my customers and potential customers very simple and scaleable.

We primarily use inbound text and email. Customers really like being able to simply text in and get a response within minutes. My team loves the mobile app and being able to reply to messages quickly anywhere they are using th iOS App. I can easily monitor communications between our support reps and customers to ensure the best experience for everyone.

We have probably 10 different email addresses mostly for our backend support that ZenDesk Suite easily distributes into different "views" or I would call folders. This allows our processors to very easily track inbound messages and follow up accordingly.

ZenDesk Suites makes it simple to make outbound calls using our primary text number when customers request to speak to someone. One thing we can't do which I hope changes is being able to initiate these calls from the iOS App.

One other thing that after a long time asking is apparently coming later this year (Q3 2024) is being able to initiate a text conversation using our primary number. Right now we are only able to reply to inbound messages and when they close out we can no longer text the customer until they text back in and start a new conversation.

All in all it is a great product, I would recommend to anyone who wants to make their communication with clients/customers simple and scalable. I couldn't imagine my business without ZenDesk Suite.

We use it to bring all of our customer service emails into one platform. We are only using the support and explore feature currently as we are not ready for the other products. Before we were working strictly out of a shared mailbox which made it hard to address customer concerns and there were no SLAs around that. We were not giving high quality customer service.

We use Zendesk exclusively as a ticketing system for our support clients. It allows us to keep track of multiple tickets spread across multiple clients. We also use previously solved tickets as reference for new tickets. Rather than having to solve the same problem multiple times, it is much easier to locate the same problem in a previous ticket and use that solution for reference.

I strongly think that Zendesk Suite is the best way to go if you are a small to mid-size organization that needs any kind of ticketing system, if this is talking about technical or even finance, you can create a ticketing system in one night. The UI is just the best I have seen, I really recommend using it, and it is a blast to use. It costs quite a lot, but you get what you pay for.

We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. The communications range anywhere from simple support requests to managing client expansions and upsells. We rely heavily on cross team collaboration to ensure we are providing the best service possible to customers by removing barriers to communication both externally and internally. Zendesk is a great tool to helping us achieve and maintain these goals.

We used to have all customer conversations- tickets there, all their issues would come on in order of arrival for us to self-signing the tickets for each one and resolve it as we go. The latest reports will always show up at the very top of the page and the older one at the very end of the pages, depending on the amount of tickets the number of pages would change.

Zendesk Portal makes it easy for us in our day-to-day operations. We at Rapidops use the following suite of Products for the Zendesk Support suite - support, Guide, Gather, Chat, and Explore.
We have hosted our support portal for articles and videos for one of our customer relationship management tool. We are also using Zendesk as our help ticketing system integrated with our internal platform on a daily basis.

The company I work for is [...}, we are a SaaS company that offers a trading platform for other Companies to manage their individual employee stock options/equity compensation plans. Our clients are big organizations and the employees of those plans are considered to be participants of the employee stock plan. We currently use Zendesk to communicate with the client's stock plan admin as well as participants of the stock plan. Most of what I deal with are participants who have questions and inquiries related to their personal accounts such as account statements, password resets, questions about current status of their funds.

I use Zendesk Support Suite to track and review customer support cases, create customer support dashboards to track case metrics and create and publish knowledge base articles.

Zendesk Support Suite is used as our main tool for handling customer support enquiries. We also utilise Zendesk Guide as our public-facing Knowledge Base to allow customers to self-help before contacting our team.

We have also implemented the Zendesk Widget within our app to allow customers access to the guides and to our support form without needing to leave our app.

Due to the initial set up of using Tags for reporting, there was a lack of helpful and timely reporting, lack of dashboards for key management to stay in loop. Once we created the needed custom fields, reporting and dashboards were set up to aid the various teams, managers and executives so they can more quickly identify top product or software issues to resolve.

Zendesk Suite is THE go to platform to manage the relationship with each and every customer. (Externally and internally). We used it to document each interaction, efficiently organize our support strategy and set everyone up for success all at the same time. Once you got the swing of things, it was provided away to minimize the opportunity for error when it came to support cases, equipment orders and detailed customer relationship management. Typical use included identifying each customer, being able to view their history, utilizing compatibility between other mission critical platforms (Shopify, Dialpad, Asana...) to make for a seamless experience for all customers (external and internal again).

ZSS allows my team and I to effectively connect with clients, while keeping all correspondence for that person in an easy-to-access file. We use call, SMS, and email for all of our clients so it's super important that we have a reliable system to do that from. It also addresses the ability to effectively store and organize correspondence.

We use zendesk as a way to communicate any internal issues we are having with our IT, HR, etc. it’s really a centralized way for us to have these issues resolved. I use it mostly for any specific requests for computer issues, equipment replacement and HR questions around leave of absence, loans, and more

We use it for our ticketing system. This allows organization of our ongoing issues, and an easy way to divide the tickets into separate departments. From there users can see current issues from our clients, update the tickets as needed, or even call to the client through Zendesk with high quality audio.

We use Zendesk as out main source of support for our company. the problem that zendesk support adresses for our company is a one stop place to find information about our clients and a single place for us to help them with any trouble they may be having. we can find their personal information that we have collected and any all previous interactions.

We use Zendesk Support Suite as our platform for end user-facing support and servicing. That includes incoming and outgoing emails, phone calls, as well as a knowledge base. It was really important to be able to link various methods of communication to the specific end user, which Zendesk allows us to do without much of a hassle!

Suite allows us a full view of the consumer experience and yields actionable dashboard reports to aid our marketing, sales, product, operation, and quality assurance teams. It's easy to set up and evolve over time as business needs change. Zendesk Support is timely and helpful when we have any system admin questions or issues.

We used Zendesk primarily to receive, work and follow up with customer's tickets. Zendesk helped our organization manage customer inquiries very efficiently in a fast-paced environment. Customer Satisfaction Surveys were a big plus because they allowed us to see where our team needed to improve. Lots of configuration was required to get it running perfectly, but in the end, it was worth it.

Zendesk allows our customers to efficiently submit support requests both from our web-based cloud portal and our mobile app. Our support agents can quickly respond to inquiries and view ticket history to better understand the context of an issue. It has been critical that we are able to embed this into our apps as a support channel.

Zendesk is our tool to centralize all the requests coming from clients. These could be tickets about features not working, removed, added, request for help, or even feature requests. The tickets are essential also for the Customer Success team to figure out the level of client satisfaction, to be discussed during the QBRs.

We use it for several ways, to support real estate agents across the US by utilizing Zendesk via email, chat, and voice. We employ the usual ticketing system to answer and address issues submitted by real estate agents. It is also handy as a real-time chat application where they can easily send messages to us by using the CRM platform.

We use Zendesk support to run the front line support requets, triage tickets and manage our customers/users day to day support and bug reporting. At Rex we are a CRM system for Real Estate agents so have a wide range of inbound contacts that ranages from 'where do I find this PDF file' to 'my system is down and I am needing to handle the transfer of $5mil today'.
this prioritisation is the the primary problem/biz case it addresses.