Zendesk Support Suite Reviews & Product Details

Head of Processes
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

- Provide customer service via different channels: phone, email, chat, social media

- Measure data: most common issues, tickets, etc

Benefits:

All in one platform for all the channels.

If you know what you want to measure you can easily set it up and start getting data. Review collected by and hosted on G2.com.

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Zendesk Support Suite Overview

What is Zendesk Support Suite?

It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like Facebook, WhatsApp, Apple Business Chat and more), while keeping all the interactions and relevant context in one place for your agents. It’s a unified agent workspace — helping your teams provide a faster, more personal experience to your customers. Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to startups, we believe that powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more at www.zendesk.com.

Zendesk Support Suite Details
Languages Supported
Arabic, Catalan, Czech, Danish, German, Greek, English, Estonian, Persian, Finnish, French, Irish, Hebrew, Hindi, Croatian, Hungarian, Indonesian, Icelandic, Italian, Japanese, Georgian, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)
Product Description

Provide customer support by email, social media, voice, and mobile phone with complete data reporting, TRUSTe certification, and 90+ integrations.

How do you position yourself against your competitors?

Zendesk’s frictionless omnichannel agent workspace increases agent productivity and improves the overall CX. The Support Suite removes the need to purchase and integrate various third party tools, resulting in lower total cost of ownership, less complexity, and faster time to value.


Seller Details
Seller
Zendesk
Ownership
NYSE:ZEN
Company Website
Phone
+1 (415) 418-7506
Year Founded
2007
HQ Location
San Francisco, CA
Total Revenue (USD mm)
$816
Twitter
@Zendesk
89,311 Twitter followers
LinkedIn® Page
www.linkedin.com
4,449 employees on LinkedIn®
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Zendesk Support Suite Reviews

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Administrator/HR
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

Keeping store managers and supervisors up to date with the hiring process of TM's; listing what is missing, etc. We communicate with our stores daily where we are in the hiring process and Zendesk makes it easy to show where the TM is in the hiring process. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

We are switching off of intercom to a new, more complex, and more robust ticketing system. We are seeing much greater reporting functionality. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

We are an engineering consulting and specialized robotic automation solutions provider. We have complex systems that are not easy to diagnose or resolve with only one agent touch.

We use Zendesk to answer operational problems, communicate documentation and quotes for parts and services.

We use ZD to allow multiple subject matter experts to respond not only externally to the customer as needed, but to have internal conversations to align our communication prior to the external communication happening.

We have been able to keep our response time very low, and keep our customers aware of our next actions and deliverables schedule with the whole CS team aware of the status of activities. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

I would get all customer facing teams on the same system and try to prevent a disjointed post-sales support operation. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Support at scale. We currently do around 4k tickets per month without much extra modifications to Zendesk. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

An agile approach to Help Center rollout helps significantly. We rolled out with very few Knowledge Base articles and a very small Community, looked into what users used and didn't use and continued rolling out from there. Since then, we have orders of magnitudes more Knowledge Base articles and significant increases in Community usage. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

- Greatly increased Knowledge Base presence

- Strong SEO within Knowledge Base establishes our articles as top external search results

- Establishment of a user forum (Community)

- Decreased inbound support tickets Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

If you need a omni channel platform that provides also provides a seamless CX then I would recommend Zendesk, we have seen significant improvements to our customer journey Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have used as an omni channel CX platform and self service tool for our end users, benefits have included ticket deflection and improved efficiency from agents Review collected by and hosted on G2.com.

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Team Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

-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.

What do you dislike?

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.

Recommendations to others considering the product:

Evaluate your companies need in all areas; reporting, support, support channels, macros and tagging system before you implement zendesk.

Zendesk is an amazing tool when you pivot the right direction. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Centralized Customer Services operations

Boast our UX experience with our users

Improved our productivity and answer times to end-user through ZD and integrated tools

Provide a smoother CS experience for our users. Review collected by and hosted on G2.com.

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Customer Support Agent
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Looking for the best ticketing and customer complaint management system? I highly recommend Zendesk for you. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I work as a customer support agent, hence we use Zendesk to reply to customer tickets, and send them to their emails. We use it for collaboration and uniform central working point. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product:

It's the best for communicating with customers. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

My team, small though it is, has many ways to communicate with customers and our diverse, distributed teams. Review collected by and hosted on G2.com.

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Operations
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

Support- it has been good to centralize support for a few different areas of the business. Review collected by and hosted on G2.com.

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Co-Founder
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

It's a good platform for customer service and social media management since you can set your preferred SLA. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Resolving and responding to customers' queries and emails via Zendesk. Zendesk made communication easier. Review collected by and hosted on G2.com.

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Claims Op Team Lead
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product:

Do it! You definitely will not regret using Zendesk! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

For myself, I'm fairly new to Zendesk, and I have been able to use Zendesk Support Suite to learn so much. I have been able to really learn what all I can do in Zendesk to make my team more efficient. I didn't realize how helpful it would be. Review collected by and hosted on G2.com.

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Corporate Strategy Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

This is a very effective tool for managing your various social platforms. Zendesk will help you to boost up your sales and marketing strategies because it will equip you with the idea of what your customers exactly need. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

My clients matter the most and Zendesk also follows the same note thus provide the personalized support to my every customer. The work flow management was not that easy as it is now with Zendesk. Its appealing interface and ticketing system has helped us to unleash the real power of the data handling. Now I am in a better position to tackle various queries according to the priority. Review collected by and hosted on G2.com.

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Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Zendesk allows for seamless interaction and allows ease of knowledge sharing! We are able to communicate with a number of clients and patrons easily. The best part is we integrate with our other systems to keep a 'temperature' of our business in realtime. Review collected by and hosted on G2.com.

What do you dislike?

I did not realize the amount of time the initial set up would take. I wish I had had more information about setup before we actually implemented, it would have saved me work down the road. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take the time to understand completely how to set up each product and understand how each product works. with another. Have staff that can be dedicated and focused on the suite at startup. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Communication, data management, customer satisfaction, IT management. Review collected by and hosted on G2.com.

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