Zendesk Contact Center Reviews & Product Details

I like how organized the contact center is and easy to navigate Review collected by and hosted on G2.com.

The knowledge portion is hard to retrieve search from knowledge articles. Review collected by and hosted on G2.com.

I like being able to use multiple modalities under one umbrella. It makes reporting and day-to-day use much easier and more straightforward. Review collected by and hosted on G2.com.

I’ve run into limitations with reporting and with certain dynamics. It’s the small, day-to-day things that end up causing the most headaches. Review collected by and hosted on G2.com.

I like how user-friendly it is and how quickly the app works. Review collected by and hosted on G2.com.

Because several of the tools are so similar, it isn’t always clear which one I should use for optimization. Review collected by and hosted on G2.com.

Everything is all in one. The new look is fantastic and is easy to use. It covers everything I need. Review collected by and hosted on G2.com.

Can sometimes be a little complex to initiate a setup, but the support is always helpful Review collected by and hosted on G2.com.

I love the integration with Zendesk Support. We currently use Zendesk Talk and Zendesk Contact Center seems to be a natural evolution of the Talk Tools. Review collected by and hosted on G2.com.

Honestly, the integration services for us were a 100% non-starter. The next nearest competitor was 20% less for implementation services. Review collected by and hosted on G2.com.

What I like most about the Zendesk contact center is how easy it is to use and how helpful it has been for me. Review collected by and hosted on G2.com.

It lacks public experience, crawl capabilities, and knowledge bases. Review collected by and hosted on G2.com.

The contact center looks modern and state-of-the-art, with a cloud-based solution set that’s simple and easy to use. Review collected by and hosted on G2.com.

I haven’t used it enough yet to dislike any of the features. Review collected by and hosted on G2.com.

I appreciate the omnichannel experience. Our customers contact us via in-app chat, email, or phone, and Zendesk brings all these interactions together in one place. This unified approach is crucial for providing responsive, real-time support. The dashboards and reporting tools also offer valuable insights into ticket volume, response times, and customer satisfaction, enabling us to confidently refine our processes. They also provide clear visibility into feature-related questions, user pain points, and support trends, which helps our product and engineering teams enhance the platform more efficiently. Review collected by and hosted on G2.com.

I would really like to see better notifications for when a new ticket is received, no matter which channel it comes from. Currently, I only get alerts for new chats, but if an email ticket is assigned to my inbox, I don't receive any notification. I also believe the platform could improve how it notifies users when they are mentioned in a ticket. Although being added to the followers list and getting an email notification is useful, there isn't an in-platform alert to inform you when you've been mentioned in a conversation. Review collected by and hosted on G2.com.

I am excited to dive more into the contact center offered by ZD Review collected by and hosted on G2.com.

It still lacks the full capability of most CRMs Review collected by and hosted on G2.com.

I like having everything in one place. It simplifies the data stream. Review collected by and hosted on G2.com.

Phone calls often have errors and can’t be answered. Review collected by and hosted on G2.com.