Zendesk Support Suite Features
What are the features of Zendesk Support Suite?
Platform
- Customization
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
Internal Use
- Customization
Zendesk Support Suite Categories on G2
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Platform
Mobile User Support | Based on 1128 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 77% (Based on 1,128 reviews) | |
Customization | Based on 1496 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 80% (Based on 1,496 reviews) | |
User, Role, and Access Management | Based on 1696 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 82% (Based on 1,696 reviews) | |
Integration | Based on 1487 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 81% (Based on 1,487 reviews) | |
Reporting | Based on 2086 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 78% (Based on 2,086 reviews) | |
Dashboards | Based on 2155 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 79% (Based on 2,155 reviews) | |
Conversation Editor | Allows business to edit conversations to meet the unique needs of one's business. 48 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 48 reviews) | |
Integration | Based on 46 Zendesk Support Suite reviews. Gives users the ability to update systems, like CRM, based on conversations. | 84% (Based on 46 reviews) | |
Human-In-The-Loop | As reported in 42 Zendesk Support Suite reviews. Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. | 84% (Based on 42 reviews) | |
Live chat | As reported in 409 Zendesk Support Suite reviews. Provide tools for live chat on one's website. | 86% (Based on 409 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. This feature was mentioned in 406 Zendesk Support Suite reviews. | 82% (Based on 406 reviews) | |
Branding | As reported in 402 Zendesk Support Suite reviews. Has the ability to customize look and feel of chatbot to match` company branding. | 82% (Based on 402 reviews) | |
Analytics | As reported in 402 Zendesk Support Suite reviews. Gives user the ability to analyze conversations with the chatbot and see its performance. | 82% (Based on 402 reviews) | |
Collection of information | Can collect and store information from interlocators, such as email, phone number, etc. This feature was mentioned in 394 Zendesk Support Suite reviews. | 83% (Based on 394 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 2268 Zendesk Support Suite reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 88% (Based on 2,268 reviews) | |
Ticket Response User Experience | Based on 2284 Zendesk Support Suite reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 87% (Based on 2,284 reviews) | |
Workflow | Based on 2209 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 85% (Based on 2,209 reviews) | |
Automated Response | Based on 2056 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 84% (Based on 2,056 reviews) | |
SLA Management | See feature definition | Based on 1644 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 81% (Based on 1,644 reviews) |
Attachments/Screencasts | Based on 2121 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 84% (Based on 2,121 reviews) | |
Ticket Collaboration | Based on 2108 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 86% (Based on 2,108 reviews) | |
Customer/Contact Database | Based on 1575 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 82% (Based on 1,575 reviews) |
Communication Channels
Customer Portal | Based on 1786 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 84% (Based on 1,786 reviews) | |
Email to Case | Based on 2032 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 88% (Based on 2,032 reviews) | |
Live Chat Support | Based on 1450 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 84% (Based on 1,450 reviews) | |
Social Media Integration | Based on 1155 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 80% (Based on 1,155 reviews) | |
Voice | Based on 1039 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis. | 81% (Based on 1,039 reviews) |
Self-Service Experience
Knowledge Base | As reported in 1426 Zendesk Support Suite reviews. Provides a repository of information that can be used by those seeking support. | 85% (Based on 1,426 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. 1363 reviewers of Zendesk Support Suite have provided feedback on this feature. | 84% (Based on 1,363 reviews) | |
Community Forums | Enables users to engage with other users to solve common issues. 954 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 954 reviews) | |
Mobile Optimization | Based on 577 Zendesk Support Suite reviews. Optimizes the customer self-service experience on mobile devices | 77% (Based on 577 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 709 Zendesk Support Suite reviews. | 79% (Based on 709 reviews) |
Self-Service Platform
Branding | Based on 757 Zendesk Support Suite reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 82% (Based on 757 reviews) | |
Automation | As reported in 772 Zendesk Support Suite reviews. Automates some or all operation related tasks | 82% (Based on 772 reviews) | |
Artificial Intelligence | As reported in 589 Zendesk Support Suite reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 76% (Based on 589 reviews) | |
Integrations | As reported in 735 Zendesk Support Suite reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | 81% (Based on 735 reviews) |
Communication
Pop-up Chat | Based on 797 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 86% (Based on 797 reviews) | |
Notifications | Based on 815 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 84% (Based on 815 reviews) | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. 572 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 572 reviews) | |
In-App Messaging | Based on 593 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help. | 84% (Based on 593 reviews) | |
Co-Browsing | Based on 373 Zendesk Support Suite reviews. Allows agents to join a customer's browser session and navigate through the website with them. | 79% (Based on 373 reviews) |
Internal Use
Customization | Based on 1496 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 80% (Based on 1,496 reviews) | |
Conversation Archiving | Based on 705 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 84% (Based on 705 reviews) | |
Lead Development | Enables employees to denote potential customers. 506 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 506 reviews) | |
Knowledge Base | Based on 753 Zendesk Support Suite reviews. Establishes a knowledge base for employee reference during conversations. | 84% (Based on 753 reviews) | |
Team Inbox | Based on 680 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 86% (Based on 680 reviews) | |
Customer Profiles | Based on 707 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 82% (Based on 707 reviews) |
Process
Mentions | As reported in 527 Zendesk Support Suite reviews. Scours various channels for brand mentions to proactively seek reparative communications. | 84% (Based on 527 reviews) | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. This feature was mentioned in 703 Zendesk Support Suite reviews. | 90% (Based on 703 reviews) | |
Macros | As reported in 652 Zendesk Support Suite reviews. Allows administrators to create templated responses to frequently asked questions. | 88% (Based on 652 reviews) |
Channels
Ability to connect agents with customers through Live Chat.
702 reviewers of Zendesk Support Suite have provided feedback on this feature. | 90% (Based on 702 reviews) | ||
Social | As reported in 548 Zendesk Support Suite reviews. Connects employees with customers through a social media solution. | 83% (Based on 548 reviews) | |
Live Chat | Ability to connect agents with customers through email.
526 reviewers of Zendesk Support Suite have provided feedback on this feature. | 87% (Based on 526 reviews) | |
Phone | Connects employees with customers through a calling solution. This feature was mentioned in 448 Zendesk Support Suite reviews. | 82% (Based on 448 reviews) | |
Text | Based on 384 Zendesk Support Suite reviews. Ability to connect agents with customers through text message solution.
| 83% (Based on 384 reviews) |
Insight
Surveys | As reported in 502 Zendesk Support Suite reviews. Provides opportunity for customers to give feedback through a survey. | 81% (Based on 502 reviews) | |
Reporting | Based on 613 Zendesk Support Suite reviews. Enables administrators to create customized reports reflecting customer satisfaction. | 83% (Based on 613 reviews) | |
Visitor Activity | Based on 525 Zendesk Support Suite reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | 84% (Based on 525 reviews) | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 632 reviewers of Zendesk Support Suite have provided feedback on this feature. | 87% (Based on 632 reviews) |
Administration
Change Management | Based on 193 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system. | 84% (Based on 193 reviews) | |
Asset Management | Based on 174 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization. | 79% (Based on 174 reviews) | |
Reports & Analytics | Based on 221 Zendesk Support Suite reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights. | 83% (Based on 221 reviews) | |
Database Management | Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. This feature was mentioned in 581 Zendesk Support Suite reviews. | 81% (Based on 581 reviews) | |
Data Workflows | Operationalizes data delivery workflows to easily scale repeatable preparation needs 562 reviewers of Zendesk Support Suite have provided feedback on this feature. | 79% (Based on 562 reviews) | |
Issue Management | As reported in 624 Zendesk Support Suite reviews. Provide workflows to create and escalate issues related to risks and requests | 82% (Based on 624 reviews) | |
Integrations | Based on 636 Zendesk Support Suite reviews. Integrates with live chat, chatbots, help desk, or other customer service software | 82% (Based on 636 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 747 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 747 reviews) | |
Performance and Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took This feature was mentioned in 751 Zendesk Support Suite reviews. | 86% (Based on 751 reviews) | |
Scheduling | Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages This feature was mentioned in 92 Zendesk Support Suite reviews. | 81% (Based on 92 reviews) | |
Triggered Notifications | As reported in 140 Zendesk Support Suite reviews. Provides the ability to automate notifications based on user behavior | 89% (Based on 140 reviews) | |
Segmentation | Ability to segment audiences based on device type, location, demographics, customer behavior, etc. 97 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 97 reviews) | |
Integrations | Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) 129 reviewers of Zendesk Support Suite have provided feedback on this feature. | 84% (Based on 129 reviews) |
Service Desk
Help Desk | Based on 250 Zendesk Support Suite reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help. | 90% (Based on 250 reviews) | |
Incident Reports | Based on 226 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | 87% (Based on 226 reviews) | |
Process Workflow | Based on 214 Zendesk Support Suite reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 86% (Based on 214 reviews) |
Compliance
Policies and Controls | Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. This feature was mentioned in 545 Zendesk Support Suite reviews. | 83% (Based on 545 reviews) | |
Data Governance | Based on 507 Zendesk Support Suite reviews. Ensures user access management, data lineage, and data encryption | 82% (Based on 507 reviews) | |
Compliance | Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. This feature was mentioned in 510 Zendesk Support Suite reviews. | 82% (Based on 510 reviews) | |
Auditing | Perform ad-hoc or ongoing IT audits at different levels of the company. This feature was mentioned in 482 Zendesk Support Suite reviews. | 80% (Based on 482 reviews) |
Data Security
Risk Data Attributes | Based on 450 Zendesk Support Suite reviews. Identify risk data attributes such as description, category, owner, or hierarchy. | 81% (Based on 450 reviews) | |
Data Transport | Based on 452 Zendesk Support Suite reviews. Protects data with some form of encryption as it leaves your secure or local network. | 81% (Based on 452 reviews) | |
Access Management | Allows administrators to set user access privileges to permit approved parties to access sensitive data. This feature was mentioned in 543 Zendesk Support Suite reviews. | 83% (Based on 543 reviews) | |
Multi-Factor Authentication | Requires a second level of authentication, such as sms messaging or customized tokens, to access data. 489 reviewers of Zendesk Support Suite have provided feedback on this feature. | 85% (Based on 489 reviews) |
Usability
All-Employee Access | Permits use by job roles outside of service department This feature was mentioned in 600 Zendesk Support Suite reviews. | 83% (Based on 600 reviews) | |
Supporting Documents | Allows linking of useful information such as screen shots 595 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 595 reviews) | |
Two-Way Communication | Provides direct contact between CSRs and customers outside of milestones This feature was mentioned in 566 Zendesk Support Suite reviews. | 83% (Based on 566 reviews) |
Reporting
Priority Case Alerts | As reported in 525 Zendesk Support Suite reviews. Informs stakeholders of activity on escalated or high-value cases | 83% (Based on 525 reviews) | |
Trend Analysis | Based on 499 Zendesk Support Suite reviews. Evaluates frequency of types of complaints | 79% (Based on 499 reviews) | |
Performance Monitoring | As reported in 579 Zendesk Support Suite reviews. Includes a dashboard or other means of performance monitoring | 81% (Based on 579 reviews) |
Productivity Tools
Notes | Allows users to leave notes or comments on emails or relevant cases. This feature was mentioned in 295 Zendesk Support Suite reviews. | 85% (Based on 295 reviews) | |
Internal Discussion | As reported in 295 Zendesk Support Suite reviews. Provides a dedicated space or a thread feature that allows for long-form discussion. | 83% (Based on 295 reviews) | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. This feature was mentioned in 282 Zendesk Support Suite reviews. | 84% (Based on 282 reviews) | |
Workflows | Based on 276 Zendesk Support Suite reviews. Allows users to create and follow predetermined workflows attached to actions. | 84% (Based on 276 reviews) | |
Templates | As reported in 287 Zendesk Support Suite reviews. Allows users to create canned answers or templates for email responses. | 84% (Based on 287 reviews) | |
Integrations | Integrates without outside software to provide additional functionality or pull information. 283 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 283 reviews) | |
Tagging System | Based on 315 Zendesk Support Suite reviews. Provides a tagging system to allow users to sort emails by relevant subject. | 81% (Based on 315 reviews) |
Analytics
Trends | Based on 236 Zendesk Support Suite reviews. Analyzes trends in email content and resolution. | 77% (Based on 236 reviews) | |
Performance Tracking | Tracks performance and productivity of users inside the application. 277 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 277 reviews) | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. This feature was mentioned in 266 Zendesk Support Suite reviews. | 81% (Based on 266 reviews) |
Functionality
Ticketing System | Based on 201 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues. | 90% (Based on 201 reviews) | |
Performance Logging | As reported in 165 Zendesk Support Suite reviews. Tracks action-by-action asset performance with machine- or human-readable logs. | 85% (Based on 165 reviews) | |
Alerting | Based on 173 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues. | 84% (Based on 173 reviews) | |
Automation | Based on 183 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance. | 86% (Based on 183 reviews) |
Management
Reporting | Based on 186 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | 83% (Based on 186 reviews) | |
Administration Console | Based on 187 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking. | 84% (Based on 187 reviews) | |
Access Management | Based on 176 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets. | 83% (Based on 176 reviews) | |
Asset Management | Based on 136 Zendesk Support Suite reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking. | 80% (Based on 136 reviews) | |
Policy Dictation | Controls policies and configurations across business applications and hardware. 129 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 129 reviews) |
Knowledge Management
Knowledge Base | Based on 765 Zendesk Support Suite reviews. Enables the creation of an internal repository of knowledge articles | 86% (Based on 765 reviews) | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content This feature was mentioned in 615 Zendesk Support Suite reviews. | 82% (Based on 615 reviews) | |
Analytics | Helps users understand which knowledge articles are working and identifies areas of improvement This feature was mentioned in 667 Zendesk Support Suite reviews. | 78% (Based on 667 reviews) |
Customer Support
Intelligent Search | Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query 626 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 626 reviews) | |
Suggestions | Based on 602 Zendesk Support Suite reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles | 78% (Based on 602 reviews) | |
Decision Trees | Based on 437 Zendesk Support Suite reviews. Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues | 78% (Based on 437 reviews) | |
Text | Is able to process inquiries submitted by text data from live chat, email, or SMS This feature was mentioned in 28 Zendesk Support Suite reviews. | 74% (Based on 28 reviews) | |
Speech | Comprehends human speech and can transcribe it to text for processing 23 reviewers of Zendesk Support Suite have provided feedback on this feature. | 64% (Based on 23 reviews) | |
Knowledge Base | Based on 28 Zendesk Support Suite reviews. The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries | 76% (Based on 28 reviews) |
Responses
Personalization | As reported in 40 Zendesk Support Suite reviews. Provides personalized responses to interlocator based on segmentation or past responses. | 81% (Based on 40 reviews) | |
Route To Human | Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. This feature was mentioned in 47 Zendesk Support Suite reviews. | 86% (Based on 47 reviews) | |
Natural Language Understanding (NLU) | Based on 48 Zendesk Support Suite reviews. Can have a natural, human-like conversation with an interlocator. | 83% (Based on 48 reviews) | |
Customization | Customize your chat workflows with rules and automations. This feature was mentioned in 405 Zendesk Support Suite reviews. | 81% (Based on 405 reviews) | |
Control | Control who the chatbot converses with (and when). 402 reviewers of Zendesk Support Suite have provided feedback on this feature. | 80% (Based on 402 reviews) | |
Route To Human | Has the ability to connect interlocator with a human agent when the need arises. This feature was mentioned in 389 Zendesk Support Suite reviews. | 83% (Based on 389 reviews) | |
Menu bars | Can provide interlocators with menus, through which they can choose a relevant response. 387 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 387 reviews) | |
Drip sequences | Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. 295 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 295 reviews) |
Conversational Platform
Personalization | As reported in 775 Zendesk Support Suite reviews. Identifies the customer and personalizes interaction at every touchpoint. | 81% (Based on 775 reviews) | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. This feature was mentioned in 634 Zendesk Support Suite reviews. | 82% (Based on 634 reviews) | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. This feature was mentioned in 601 Zendesk Support Suite reviews. | 81% (Based on 601 reviews) | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. 668 reviewers of Zendesk Support Suite have provided feedback on this feature. | 81% (Based on 668 reviews) |
Support Automation
Intelligent Routing | As reported in 636 Zendesk Support Suite reviews. Can route contacts to agents the customer has worked with before. | 81% (Based on 636 reviews) | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. 679 reviewers of Zendesk Support Suite have provided feedback on this feature. | 82% (Based on 679 reviews) | |
Transcripts | Maintains a transcript of conversations from all channels. 632 reviewers of Zendesk Support Suite have provided feedback on this feature. | 84% (Based on 632 reviews) | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. This feature was mentioned in 710 Zendesk Support Suite reviews. | 80% (Based on 710 reviews) |
Messaging Channels
SMS Messaging | As reported in 64 Zendesk Support Suite reviews. Ability to send reminders via SMS messaging to a mobile device | 76% (Based on 64 reviews) | |
Ability to send proactive notifications via email This feature was mentioned in 156 Zendesk Support Suite reviews. | 90% (Based on 156 reviews) | ||
Voice Messaging | Ability to send reminders via voice messaging 78 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 78 reviews) | |
Two way messaging | Ability to support a two way messaging/conversation between customer and customer support agent 86 reviewers of Zendesk Support Suite have provided feedback on this feature. | 84% (Based on 86 reviews) |
Automation
Ticket Resolution | As reported in 27 Zendesk Support Suite reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents | 76% (Based on 27 reviews) | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence 27 reviewers of Zendesk Support Suite have provided feedback on this feature. | 83% (Based on 27 reviews) | |
Intelligent Routing | When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to 28 reviewers of Zendesk Support Suite have provided feedback on this feature. | 77% (Based on 28 reviews) | |
Customer Interaction Automation | Allows users to automate responses to customer inquiries across various channels. | Not enough data | |
Feedback Collection | Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. | Not enough data | |
Document Processing | Allows users to automate the handling, processing, and management of documents. | Not enough data |
Artificial Intelligence
Learning | The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses 28 reviewers of Zendesk Support Suite have provided feedback on this feature. | 73% (Based on 28 reviews) | |
Language | Multilingual capabilities allow the AI to process inquiries from many languages 29 reviewers of Zendesk Support Suite have provided feedback on this feature. | 72% (Based on 29 reviews) | |
Conversational AI | As reported in 29 Zendesk Support Suite reviews. The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers | 71% (Based on 29 reviews) |
Generative AI
AI Text Generation | As reported in 53 Zendesk Support Suite reviews. Allows users to generate text based on a text prompt. | 81% (Based on 53 reviews) | |
AI Text Summarization | As reported in 52 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 79% (Based on 52 reviews) | |
AI Text Generation | Based on 12 Zendesk Support Suite reviews. Allows users to generate text based on a text prompt. | 76% (Based on 12 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 11 Zendesk Support Suite reviews. | 80% (Based on 11 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 138 reviewers of Zendesk Support Suite have provided feedback on this feature. | 73% (Based on 138 reviews) | |
AI Text Summarization | Based on 140 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 72% (Based on 140 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 79 Zendesk Support Suite reviews. | 75% (Based on 79 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 41 Zendesk Support Suite reviews. | 67% (Based on 41 reviews) | |
AI Text Summarization | Based on 42 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 67% (Based on 42 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 118 Zendesk Support Suite reviews. | 71% (Based on 118 reviews) | |
AI Text Summarization | As reported in 117 Zendesk Support Suite reviews. Condenses long documents or text into a brief summary. | 70% (Based on 117 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 126 reviewers of Zendesk Support Suite have provided feedback on this feature. | 76% (Based on 126 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 126 Zendesk Support Suite reviews. | 77% (Based on 126 reviews) | |
AI Text Generation | As reported in 52 Zendesk Support Suite reviews. Allows users to generate text based on a text prompt. | 75% (Based on 52 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 51 Zendesk Support Suite reviews. | 75% (Based on 51 reviews) |
Automation - AI Agents
Sales Follow-Up | Allows users to automate responses to customer inquiries across various channels. | Not enough data | |
Customer Interaction Automation | Allows users to automate responses to customer inquiries across various channels. | Not enough data | |
Lead Generation | Allows users to automate the process of generating and qualifying sales leads. | Not enough data | |
Document Processing | Allows users to automate the handling, processing, and management of documents. | Not enough data | |
Feedback Collection | Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. | Not enough data |
Autonomy - AI Agents
Independent Decision Making | Allows the AI agent to learn from interactions and adapt its responses accordingly. | Not enough data | |
Adaptive Responses | Allows the AI agent to learn from interactions and adapt its responses accordingly. | Not enough data | |
Task Execution | Provides the AI agent the ability to execute tasks without requiring constant user input. | Not enough data | |
Problem Solving | Allows the AI agent to identify and resolve issues without user intervention. | Not enough data |
Autonomy
Independent Decision Making | Allows the AI agent to learn from interactions and adapt its responses accordingly. | Not enough data | |
Adaptive Responses | Allows the AI agent to learn from interactions and adapt its responses accordingly. | Not enough data | |
Task Execution | Provides the AI agent the ability to execute tasks without requiring constant user input. | Not enough data | |
Problem Solving | Allows the AI agent to identify and resolve issues without user intervention. | Not enough data |
Automation - AI IT Agents
Document Processing | Allows users to automate the handling, processing, and management of documents. | Not enough data | |
Feedback Collection | Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. | Not enough data |
Autonomy - AI IT Agents
Adaptive Responses | Allows the AI agent to learn from interactions and adapt its responses accordingly. | Not enough data | |
Task Execution | Provides the AI agent the ability to execute tasks without requiring constant user input. | Not enough data | |
Independent Decision Making | Provides an AI agent that is able to make decisioning independently. | Not enough data | |
Problem Solving | Allows the AI agent to identify and resolve issues without user intervention. | Not enough data |
IT Ticket Management - AI IT Agents
Ticket Status Updates | Provides users with automated updates on ticket progress and resolution timelines. | Not enough data | |
SLA Monitoring | Enables the AI agent to track service level agreements and ensure timely ticket resolution. | Not enough data | |
Ticket Categorization | Enables the AI agent to classify and prioritize tickets based on issue type and urgency. | Not enough data | |
Ticket Assignment | Allows the AI agent to route tickets to the appropriate team or individual for resolution. | Not enough data | |
Automated Ticket Creation | Allows the AI agent to automatically generate tickets from user inquiries or issues. | Not enough data |
IT Support Automation - AI IT Agents
Knowledge Base Utilization | Enables the AI agent to retrieve and apply solutions from an IT knowledge base. | Not enough data | |
Workflow Automation | Enables the AI agent to automate repetitive IT tasks, such as password resets or software installations. | Not enough data | |
Real-Time Troubleshooting | Allows the AI agent to diagnose and resolve IT issues without human intervention. | Not enough data | |
User Self-Service Assistance | Provides users with instant, automated guidance to resolve common IT problems. | Not enough data | |
Proactive Issue Detection | Allows the AI agent to identify and address potential IT issues before they escalate. | Not enough data |
Customer Query Resolution - AI Customer Support Agents
Automated Ticket Resolution | Allows the AI agent to autonomously resolve customer queries without human intervention. | Not enough data | |
Contextual Response Generation | Enables the AI agent to provide accurate answers based on the context of customer inquiries. | Not enough data | |
Sentiment Analysis | Allows the AI agent to analyze customer sentiment and adjust responses accordingly. | Not enough data | |
Knowledge Base Utilization | Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. | Not enough data | |
Multilingual Support | Provides users the ability to interact with the AI agent in multiple languages for global support. | Not enough data |
Customer Interaction Automation - AI Customer Support Agents
Proactive Customer Outreach | Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. | Not enough data | |
Feedback Collection | Provides users the ability to automate gathering and analyzing customer feedback after interactions. | Not enough data | |
Escalation Handling | Allows the AI agent to identify when issues require human intervention and escalate them appropriately. | Not enough data | |
Workflow Optimization | Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times. | Not enough data |
Conversational AI - Conversational Commerce Platforms
AI chatbots | Allow Gen AI powered chatbots to provide intelligent responses and tailored product recommendations. | Not enough data | |
Messaging and Notifications | Trigger messages based on specific customer actions such as personalized messages, promotions or cart abandonment. | Not enough data | |
AI agents | Use Agentic AI to deliver superior customer engagement through human-like conversations. | Not enough data | |
Voice assistants | Allow users to use voice assistants, such as Alexa, Google Assistant, and Siri to shop using voice commands. | Not enough data | |
Communication apps | Enable users to engage in communication apps such WhatsApp, Facebook Messenger, Instagram, WeChat etc. | Not enough data |
Platform integration - Conversational Commerce Platforms
Ecommerce stores | Allow integration with e-commerce stores to import products, manage inventory and get order notifications. | Not enough data | |
Sales channels | Add conversational commerce functionality across various sales channels and customer touchpoints. | Not enough data | |
Payment Platform | Integrate with payment platform for accepting payments from the chat interface | Not enough data | |
Internal tools | Integrate with CRM, POS or any marketing marketing tools for sending discounts, offers, recommendations and personalized campaigns. | Not enough data |
Analytics and Reporting - Conversational Commerce Platforms
Conversational analytics | Provide insights into customer behavior, sales trends, and chatbot performance. | Not enough data | |
Advance reporting | Track KPIs like customer satisfaction, conversion rates, and overall sales driven by conversational channels. | Not enough data |
Agentic AI - Google Workspace Communication Tools
Cross-system Integration | Works across multiple software systems or databases | Not enough data |
Agentic AI - Google Workspace for Sales
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - Genesys AppFoundry Marketplace
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - Customer Self-Service
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - Help Desk
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - IT Service Management (ITSM) Tools
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - Shared Inbox
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
