Zendesk Support for Outlook

As an admin, there are a lot of custom rules and workflows that you can set up for your team, and that is really useful.

As an administrator, I don't like how you can't delete staff/agent accounts from the admin portal, you have to go into Zendesk support to "downgrade" them to an end-user. Its clunky and has left unwanted artifacting after employees have left in the past.

Customer support is robust

What i like best and find most helpful about Zendesk Support Suite are the customer service features included in the program that allow me to better assist clients.

My least favorite aspect of Zendesk is the lack of ease for frequent users, I believe that Zendesk would be more useful if they included more features that catered to frequent users and stored information and predicted actions based on their last use on the site.

Zendesk helps resolve customer-related issues by providing live tickets to track resolutions, helping me offer my clients an all-around better experience.

Zendesk is very useful because it is easily customisable to capture all customer support requests related to your business

can be difficult to use without professional training

We use it mainly for customer support interactions

We are currently a team of 6 analysts who use Zendesk on a daily basis. What impresses me most about the platform is its ability to organize the activities of our support project, serving more than 3,000 users and centralizing everything in a single environment. With a clean and intuitive interface, it's possible to build a unified management, integrated with channels such as WhatsApp and Facebook. The most interesting thing is that by analyzing the data using the Explore reporting feature, I can generate valuable insights for developing new products and business opportunities.

I realize that the community here in Brazil is still not as active as that of our competitors. This results in less engagement and also less feedback on improvements. This week, for example, there was a request for a dark mode interface option. We believe that a stronger community could have a greater impact on the development of the suite.

Centralization of contacts, volumetric reports and identification of intersections. The most frequently asked questions could be resolved with clearer and more user-friendly instructions.

It allows us to mature our support organization, pretty easily.

It seems tricky to be able to communicate with customers via SMS

It allows us to centralize our support team communications, and prevent duplicate work

Organization of tickets by platform and reports

Organization of tickets by order of arrival and some limitations

I can concentrate all the tickets from different platforms in one place, enabling greater organization and efficiency in service.

As an admin, been able to control my system up to the minimum detail is the best Zendesk has, I have all type of communications linked to my system and agents have less tool to use, which helps with productivity.

The new AI system, it is still too new and the intents' system is not really super easy to use based on our specific needs.

Handling all type of communications with our users, from in-app support coming to our system, to reviews from app stores all in one place is the best way for the agents to not feel overwhelmed and using th intents, has help us to prioritize the more easy but important request to handle them first.

Zendesk Support Suite offers a clean, intuitive interface that makes it easy for agents to manage tickets across multiple channels like email, chat, and social media. I especially appreciate the automation and workflow tools—macros, triggers, and SLAs—that streamline repetitive tasks and ensure we stay responsive to customer needs. The integration with our CRM and third-party apps is seamless, allowing for a centralized view of customer interactions. Zendesk’s robust reporting also helps us track key metrics and continuously improve our support operations.

I didn’t have a great experience with Zendesk’s own support team. Whenever I reached out for help, instead of providing direct assistance or walking me through a solution, they often just sent links to help articles. It felt impersonal and frustrating—especially when I was dealing with urgent or complex issues that weren’t easily solved by a knowledge base article.

Zendesk Support Suite helps us manage all customer inquiries in one place, across email, live chat, and social media. This centralization has drastically improved our response times and reduced the chances of missing customer messages. The automation features—like ticket routing, SLAs, and canned responses—save our team time and help us stay consistent in how we handle requests. It’s also made it easier to monitor team performance and customer satisfaction through built-in reporting and CSAT surveys.

Ease of viewing and responding to tickets. Ease of collaborating with teammates who are not agents. As an administrator of the account, I also love the plan management screen that shows pricing changes for add-ons and upgrades - it makes it very easy to calculate add-on charges and features.

The integration with monday.com does not fulfill all our needs. It only pushes a new ticket through and doesn't allow us to see any comments updates over time. I wish that it would integrate so that when viewing a ticket in zendesk, we could link to a Monday.com item to update our customer records. Also, at times, it's a challenge to find information that answers my questions in the help articles. They are really good articles, but I sometimes feel like it's a bit hard to find just the right one.

We are now able to manage our customer inquiries in one, safe place and track history of interactions and store information about the customer. Since upgrading to the Suite plan, we can collaborate with our tech team who are not agents much easier (using Light Agents) and have email conversations with other relevant people and track the conversation right in the ticket (Side Conversations). We also use the text message ability when needing text confirmations from customers for certain actions.

I like the fact that we can share the inbox with other reps and we can see and share answers and customers. I also like the fact that we can build in automations and answers in the messaging center. I also liked that if some of our partners used Zendesk, we could share tickets.

I would say the thing I disliked the most was the cost. It was to high of a price for our small organization.

We needed a shared inbox feature and this solved that problem.