It helps in improving the efficiency and provides a unified work space increasing the customer satisfaction.Indirectly influences the business with streamlined operations Review collected by and hosted on G2.com.

I feel it has all new features including artificial intelligence which further increases both the customer and employee experience takes it a notch level further up Review collected by and hosted on G2.com.

Zendesk is user-friendly. It was the very first customer service software that I used and I did not have a hard time navigating. I tried emails and chats, and it was very helpful that it opens a new tab. Review collected by and hosted on G2.com.

What I dislike about Zendesk is the interface for the canned responses. Sometimes, it appears disorganized and I couldn't seem to easily find the one I was supposed to use. Review collected by and hosted on G2.com.

Ease of use, improvements that have been made (like new agent workspace) are helpful and built with both customers and agents in mind. Much easier to follow things up than a regular outlook inbox. Review collected by and hosted on G2.com.

Would really love an accessible reporting feature that concisely shows agents average time spent on an individual reply to a ticket (i.e not the ticket as a whole) Review collected by and hosted on G2.com.

Once I found the chat feature that took me to a live agent it was great. The agent was very helpful and resolved my issue. Review collected by and hosted on G2.com.

It took me a while after going through the bot to get to a live agent. The bot was challenging. Review collected by and hosted on G2.com.

I love how easy everything is to set up, making a busy day that much better. The reporting tools are so in-depth and provide my department and the company I work for with great detail. Review collected by and hosted on G2.com.

There isn't really much I dislike other than sometimes when needing advice from the agents- Most of the time, a query isn't urgent, but when it is, I find although the response time is short (mainly a couple of hours), I do often want a quicker response time. Review collected by and hosted on G2.com.

Ticket creation and reporting is very easy and practical, especially when using tabs to monitor and report on specific issues that arise; the support team are also very helpful. Review collected by and hosted on G2.com.

There are some basic things that zendesk doesn't do which a lot of other systems do, you can see these on some of the reviews on the website, one such example is replying to customers with multiple email addresses, the system doesn't intuitively select the correct address which makes it hard to respond. Another example is GDPR requests mean you have to download an app, that app either gives all the code we have used when solving tickets etc, and no option to amend what is shown. Finally the reporting suite has strange update times, on them so if I am trying to encourage agents to do more, sometimes we have to wait up to 2 hours for it to update and other times it will do it within 30mins of the last update. Review collected by and hosted on G2.com.

There are a lot of technical settings, you don't understand at first. And if I do not come right with the support suite the customer support in the chat function answered quickly and was very patient with my questions. Review collected by and hosted on G2.com.

It may seem confusing at first to go through all the small settings. I have to read sometimes through it 2-3 times to understand what i being said and what needs to be changed in order to fix the issue. Review collected by and hosted on G2.com.

Zendesk's main pros include the quality and efficiency of the email-based ticketing and the range of options for customizing user guides. Additionally, their Support team is among the faster responding and more thorough of other CMS systems. Review collected by and hosted on G2.com.

While the Suite contains a full spectrum of support options, the format of phone support and chat does not work efficiently in conjunction with email for small teams whose roles' encompass all forms of support (chat, email, call). For teams that are able to distribute the type of contact to different teams, the system would work fine, but for teams that cannot, it is inefficient to source all support through the Zendesk Support Suite. Review collected by and hosted on G2.com.

Having access to articles for support and being able to chat to a human with interactive responses quite and easily. Every encounter thus far has been a pleasure to speak with them. Review collected by and hosted on G2.com.

Not having an option to email transcripts. A simple function which their built in messaging system allows. This would be handy to keep notes on conversations for future reference. Review collected by and hosted on G2.com.

I've used a handful of other support tools and none stack up to Zendesk when it comes to value. Sure, there are a few that offer more bells and whistles, but none that can offer this level of integration at such a low license cost. I recently had our CS team switch to Zendesk because it offered a reduction to a single screen by consolidating email, chat, phone, sms, messenger, and direct integration to our ERP. We also pulled off the migration in just a couple of weeks with very little support. Review collected by and hosted on G2.com.

I wish that Zendesk offered a single screen view of a conversation over multiple "tickets" with a customer ala Gladly. That said, I find very little to complain about with this setup. Review collected by and hosted on G2.com.