Zendesk Support Suite Reviews & Product Details

The ability to create a help ticket and get answers quickly from Zendesk Support. I have login issues and got quick turn around to resolve the issue. I don't have to wait more than 24 hours to get a resolution to my request. I have the ability to create macros and edit Titles after the ticket is set up. Review collected by and hosted on G2.com.

Searching the help contents to find an answer prior to contacting support can be cumbersome at times. If the search function was a little more user friendly it would make finding answers easier. On an additional note, it would be nice to hide previous messages so the only one sent is the newest message. It makes it hard at times for the stores to read the messages in Zendesk on their phones versus reading on the tablet or computer. Review collected by and hosted on G2.com.

Zendesk is the best ticketing software that we use to manage the high volume of customer tickets, the ability to mark duplicate tickets into one makes me like it very much. You can apply macros that speed up the response time. You can also categorize tickets into folders in form of views. It's easy to differentiate between open tickets, closed, pending, and solved tickets. Not forgetting the escalation feature that allows tickets to be solved at different levels. Review collected by and hosted on G2.com.

Zendesk is expensive for a small company. Secondly, it requires expertise to integrate into emails. Review collected by and hosted on G2.com.

Extremely thorough system with some incredible functionality Review collected by and hosted on G2.com.

The set up / administration is a beast, and often you will need to contact support for help. I've contacted them a couple times with minor questions, but responses take forever. We sent in a question on Dec 4, reach out twice after that and didn't get a response until Dec 16. It is now Jan 12 and the question is still unresolved because each time u send a message it can take 3-5 days to get a sentence response. We wanted to launch jan 18, so we figured reaching out about the issue on Dec 4, would give us enough time...guess not.

This isn't the only case where the slow response time has become frustrating. If you need to administer or set something up, expect that you will need lots of time to get answers from support. Planning and sticking to an original timeline will surely be impossible if you need to talk to support. Review collected by and hosted on G2.com.

Zendesk is a very easy going tool.

You can set it up very fast and this could be really critical for a fast-growing company.

Also, there are a lot of resources where you can read tips and tricks. The community is big, and very likely you will find the answer you are looking for Review collected by and hosted on G2.com.

Even if the tool is not expensive, it can get out of control if your company grows very fast.

You will easily need to increase the package to cover all the needs.

Also, even if I recommend using Zendesk talk (to have it all in one), the phone cost could be really high for some region.

Integrations with social media are not the best

Chat bot is not good enought Review collected by and hosted on G2.com.

I like the ability to attach all types of content from photos and files and special attachment formats. The ability to have so many types of attachments helps our customers more completely describe or represent their issues.

The ability to have internal conversations regarding the customer issues prior to releasing an external answer or question response is very helpful. Review collected by and hosted on G2.com.

There have been a few times when I needed to speak to a human and the automations were so rigid that I was not able to get through to an actual person to review an issue with my account.

Multiple email notifications if an agent accidentally includes inside team members on the carbon copy feature, and the follow feature. Review collected by and hosted on G2.com.

Scalable solution - we used Zendesk from when our inbox was too much to keep up with and it supported SalesLoft's Support team until around $90m ARR. Really easy KCS and answerbot/ticket reduction systems in place that are worth every dollar. Zendesk tickets also puts a lot of thought into the agent experience and what can be done to help agents have a better day - play button, tickets auto updating while you are actively editing them, keyboard shortcuts, personal/group macros, etc. In ServiceCloud you have to plan all of this out yourself, while in Zendesk it's an out of the box approach. The knowledge/help center site is easy to implement and use for ticket portals, implement SSO with your application authentication and make it easy for agents to search using the knowledge app. Review collected by and hosted on G2.com.

Salesforce integration can have limitations and is hard to mirror SFDC depending on how your Salesforce is set-up. Knowledgebase and user forum are pretty standard experiences. Hard to customize if it's not included in the box.

SLAs are either either on or off. It's not possible to have target goals where you aren't in a customer/contract SLA breach but you are not hitting an internal service goal. Would love to have that.

Search in the knowledge base help center can be challenging at times. We actually implemented a 3rd party search tool to get better search results. Review collected by and hosted on G2.com.

Wide array of APIs for integration and customization - we connect to Zendesk via custom Slack bots, Python scripts and other external / automated solutions.

Strong customer-centric support / advocate team - Zendesk's team is proactive and meets with our team regularly to ensure our success

Combination of WYSIWYG and HTML Knowledge Base article editor - this increased the amount of users publishing articles since our old Support solution required HTML skills. Review collected by and hosted on G2.com.

Some basic Help Center metrics aren't available out of the box, such as Community/Guide views by Topic. This seems to be in progress as part of the Knowledge Base early access program, which will likely expand to Community/Guide in the future. Review collected by and hosted on G2.com.

I love the UX for agents as well as the seamless integration between channels, it is easy to train new users and reporting is easy to access and build simple reports. We have seen a huge difference in member experience and it continues to improve.

Additionally it would be great to be able to measure Adherence to Schedule via Zendesk Review collected by and hosted on G2.com.

I would like to see more reporting for Guide, and would also like to see more sentiment analysis tools build tin to the platform. I would like more integration with chat bot deeper reporting around conversions. I would like deeper Satisfaction tools eg NPS and sentiment analysis Review collected by and hosted on G2.com.

-You can handle multiple channels in on place (email, text, calls, chat)

-For enterprise accounts, you can get very creative with the insights (soon explore) reporting tool.

-You can integrate CRM and other apps to boost productivity

- Time tracking apps are also available Review collected by and hosted on G2.com.

Sometimes it can lag or have bugs with ticket routing but this does not happen very open.

Easy to select the wrong option when saving a ticket. Review collected by and hosted on G2.com.

I really do like the Zendesk features such as, escalation of tickets to the management, creation of macros that increase the response time, notification tones whenever there is a new ticket. I also love how it categorizes its tickets for easy understandability, this includes, closed, open, oh hold, pending, and solved Review collected by and hosted on G2.com.

You can never use Zendesk for personal advantage unless for a company, secondly, it can be very costly for a small company. Review collected by and hosted on G2.com.

A customer and user for almost 10 years, Zendesk continues to evolve around making it easier for agents to provide a superior customer experience. Adding channels of contact, but keeping the customer facing processes easy to use has been not only great, but the rule. And the training and networking opportunities have been so incredibly valuable personally and professionally. I found my empathy again through the trainings atRelate and the other workshops and product reveals. I have been shown other products, but Zendesk has no rival when it comes to the simplicity of the conversation- just a few clicks at a great price. Review collected by and hosted on G2.com.

Can't say I dislike anything. It's been such a great experience. Review collected by and hosted on G2.com.

I like that it has a lot of settings we can configure and also that it has text/calling integrated- most zendesk comps tell you to just use a different software. Review collected by and hosted on G2.com.

It usually takes their support over a month to answer tickets which is insane. Our latest support ticket was answered 2.5 months after we submitted it.

They don't fix bugs or make new features often. We have a few persistent bugs we have reported that are experience breaking. We reported them over a year ago and nothing has been done nor have we been given any sort of timeline.

You are locked in to annual contracts for seats so if need goes down you'll still have to pay. Review collected by and hosted on G2.com.

Personally I've worked with Zendesk for quite sometime when I was a social media executive at my company. Used to resolve customers issues promptly, thanks to Zendesk platform. Customers' messages and posts were resolved as tickets thus, monitoring my daily performance. I set my SLA and this improved customer satisfaction since their issues were worked on promptly. Review collected by and hosted on G2.com.

Some tickets were missing in the platform. Not capturing all the tickets from some of the social media platforms, thus you have to respond via the page directly.

Their customer care takes time to respond to client's issues. There is a time I had an issue with my Zendesk account and I had to write them an email concerning my account. The email got a response 2 days later. Review collected by and hosted on G2.com.

During this difficult time of the Pandemic, Zendesk Support Suite has been amazing! I've had the opportunity to learn so much from webinars that were offered. I have been able to search, read, and learn so much. I feel like I have a whole built in community where I can go for support and learning. Review collected by and hosted on G2.com.

Nothing - honestly this is one of the most helpful & easy to use programs every. Review collected by and hosted on G2.com.

Zendesk is a very simple and state of art technology tool that offers me various features to get connected with my customers and to build strong relations with them. This application is time saving and offers good team collaboration. Now I can handle huge audience in an effective way as I prefer to answer each of their query. This software has affected our wok speed and added to my business value as well. Review collected by and hosted on G2.com.

To track back any particular customer’s experience is quite difficult as I need to know the history sometimes for generating the detail report. Further when I compare it with other similar software I feel a room for improvement some clip board feature should be introduced. Review collected by and hosted on G2.com.