The plethora of features and add-ons make it a great product Review collected by and hosted on G2.com.

I do not dislike anything at all about Zendesk!!! Review collected by and hosted on G2.com.

The Zendesk Support Suite has exhibited commendable attributes such as scalability, integration capabilities, omnichannel support, unified customer support, customization, flexibility, and robust reporting and analytics features. Furthermore, their premier support service is truly exceptional. It's worth noting that while no platform is flawless, the effectiveness largely hinges on the specific variant you've procured. The Zendesk Support Suite offers comprehensive solutions and distinguishes itself by being user-friendly. Our current key performance indicators (KPIs) stand as a testament to its excellence, alongside the contributions of our strategic technology partnerships. Zendesk, in particular, has played a pivotal role in achieving best-in-class results! Review collected by and hosted on G2.com.

I find Zendesk's feature prioritization process to be somewhat slow for my liking. However, as long as they keep customers informed and actively work on the prioritized features, I'm satisfied with their approach. Review collected by and hosted on G2.com.

I really like how clean and simple Zendesk is for agents. There isn't a lot of unnecessary buttons that clutters the screen.

Other Pluses: Easy to build and maintain knowledge articles. Easy for agents to find knowledge articles. Macros are easy to build and for agents to use in order to make their jobs easier. Easy to manage user licenses. Easy to see basic reporting. Review collected by and hosted on G2.com.

I am dissapointed that so many features are locked behind higher tiered plans. Features like SLAs, CSAT surveys, Side Conversations, Custom Reporting etc. should be universal features.

The Zendesk knowledge base for self service is interesting. Some of it is helpful, but some of the things I want to do in Zendesk are difficult to figure out and Zendesk is more than happy to help... if you pay. Review collected by and hosted on G2.com.

One of the things I like the most is seeing how the Zendesk team is constantly working on improving the tool always focused on what the client wants and what the companies need. Review collected by and hosted on G2.com.

The only thing that gives me a bit of work and I wouldn't say I like it very much is the issue of Front-end design and customization since out of the box there are not many options. It is where more effort will be needed when more initial options could be brought out of the box. Review collected by and hosted on G2.com.

I love that everything you need is in one place, and intuitively set up. I set up automated chats for our website with very little instruction. And the macros feature has been a lifesaver. Review collected by and hosted on G2.com.

The only things we've ever had trouble with was connecting our customer service email address for forwarding. It wasn't a straighforward process, and took a while. But once we were able to get everything set up, it was smooth sailing. Review collected by and hosted on G2.com.

They are very quick to respond and I love the PENT team my org was assigned. The knowledge base is extensive and easy to navigate. Review collected by and hosted on G2.com.

I don't love the responses I get. I'm not the most tech-savvy and some of the responses I get are a bit over my head. Sometimes they point to articles in their knowledge base, but the articles can sometimes be HUGE and hard to pinpoint exactly what you need in that article. Even when I provide screenshots of error messages, sometimes I haven't gotten a glimpse of a resolution/fix and instead a generic 'well I logged into your instance and didn't have this problem' and that's a bit insulting. Review collected by and hosted on G2.com.

ZenDesk allowed us to bring all of our contact methods all into one place, which is a HUGE timesaver for us, and has made us much nroe accurate. We've gone from having hundreds of tickets open at any given time to about 20 per day. Review collected by and hosted on G2.com.

Setup can be a little challenging. All of the custmization options can mean that there are too many options, and it can sometimes be difficult to decide the best way to accomplis goals. Review collected by and hosted on G2.com.

The ease of use. It's always been very intuative so with some poking around you can figure things out on your own. Or easily learn from their Zendesk U. Review collected by and hosted on G2.com.

That the support isn't live anymore. It's always via email. Many times issues are best resolved with a conversation with someone live. Review collected by and hosted on G2.com.

Zendesk was the only tool of it's kind that offered a generous six month trial to all of their products through their Startups program. I found Zendesk was an extensive and fully customisable customer support software, who offer a lot of support, training and offers to other useful programs - perfect for new businesses in the early stages of developing their customer service ability. I integrated Facebook, Instagram and Whatsapp with Zendesk and was able to offer an omni-channel support system with custom workflows, customer self-serve options and paths. Review collected by and hosted on G2.com.

The software can be difficult to navigate and customise, so it can take a while to familiarise yourself once up and running. The live chat widget has bot functionality, and it'd be amazing if there were preset template workflows to get started, as it takes a while to set your own up from scratch. Review collected by and hosted on G2.com.

Forwarder for Zendesk can be a useful tool for businesses that need to share ticket information with external parties. By automating the forwarding process and providing configurable rules, the app can save time and help you maintain control over your ticket data. Review collected by and hosted on G2.com.

the cost of the app may be a consideration for some organizations. While Forwarder for Zendesk offers a free trial, ongoing use of the app requires a subscription. Depending on your organization's budget and the volume of tickets that you need to forward, the cost of the app may be a significant factor in your decision to use it. Review collected by and hosted on G2.com.