The chat bot creation features were pretty nice. Works well, but no real AI integrations. I have to build everything myself. Review collected by and hosted on G2.com.
The service is essentially non-existent. We had 3 professional licenses running us around 125 USD a month, and once we didn't really need 3 agents using the platform, we tried to downgrade to 1 agent.
But to downgrade or remove a user you need to give up to 60 days' notice. Okay, so we tolerarted that, but not it's been more than 60 days and they still have not downgraded my subscription. Each month they continue to charge me for the full subsription, and then I have to create another ticket to request their support to downgrage my subscription. They continue to charge me full price, and then say sorry but we cannot offer you a refund. They stack the overpayment onto my account as future credits to be used, but will never give me back a dime.
Beware of this service. Once they have your subscription setup, they will make it nearly impossible to downgrade. If they do over charge you, you'll never get a penny back.
Lastly, you'll never actually speak to anyone ever. Thier support and service is such a joke, you just get automated bots that email you the same messages about the same recurring problems.
At the end of my experience, this service felt like it was sort of a scam. They take your money, won't let you downgrade, keep charging your card, and you can never speak to a real person. COMPLETE JOKE. Review collected by and hosted on G2.com.
Video Reviews
Good Tool for customer service
Zendesk Support Suite Review
Convenient and easy to use chat tool. Great for connecting with customers!
6,135 out of 6,136 Total Reviews for Zendesk Support Suite
Overall Review Sentiment for Zendesk Support Suite
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UPDATE 2025
I had to update my review here. We migrated away from Zendesk as the platform does not provide some advanced functionalities (unless you are ready to pay for everything).
We had to export the xml file with all the data, so the other vendor could import it, and guess what? We had to upgrade our plan and request for the functionality to be activated! Ok, done, but then the XML export did not work! It was a known bug and there was no resolution timeframe!
They also said you could export it with a third party app (be ready to spend 200$) because they will not cover the cost.
The excuse was (we are offering other export formats like json, csv), sadly, we needed the xml file so.
At today, there is still no resolution and we are paying for 2 systems because we have data stuck there and I'm liaising with the other vendor to get the data in another way!
Ok, the interface is nice and very easy to navigate through, it has a nice customizable view of tickets and it also integrates with Zapier, Monday, Automate and other third party apps.
The solution offers a live chat (with the right plan) and all the indepth functionality of a ticketing system (automations, articles, bots etc..).
If Zendesk is used for online customer service, website live chat then I would recommend it with a but. Review collected by and hosted on G2.com.
- It's only suitable for customer service/websites customer service. Not very ideal for more technical stuff.
- Be ready to pay for every single extra thing you would like to do. If you like to optimize the workflow to lv999, be ready to spend money in a plan upgrade, third-party apps because it lacks of functionalities.
- Almost every day there are Outage email notifications Review collected by and hosted on G2.com.
What I like most about Zendesk Support Suite is that it brings together all channels like emails, chats, social media messages, calls, etc. in one place. It is natural and fast, and it is something that you will have organized right away. Additionally, you can customize it to close deals workflow with tickets and automation, conditional functions, custom fields, triggers, alerts, and much more, which allows you to save a lot of time. Review collected by and hosted on G2.com.
Even Zendesk Support Suite, which has many excellent features, can seem like a daunting addition to set up for teams that have never used a competing platform. One of the less favorable aspects of this solution is the financial limitations, which can exclude startup companies. To obtain full functionality and enjoy the known integrations, you will have to upgrade to a certain subscription level. Naturally, this amount of money is not exactly insignificant when added to the subscription fees. The price and limitations associated with Zendesk Suite should not deter you. Even so, the cost associated with one of the offerings does not overshadow equivalent options from other providers in our Support Software ranking. Review collected by and hosted on G2.com.
Zendesk is well-organized, user-friendly, provides lots of tools to perform different tasks depending on the business needs, offers multiple channels of communication to unify every interaction in a single place, and even though there are a lot of tasks that can be performed in this platform their system is very well done and stable. I have to use this platform every day since the channels we use to communicate with customers are located here and in my years of experience, this is the best tool by far. Review collected by and hosted on G2.com.
The only problem is that performing certain actions requires to have a higher level of expertise but after this, everything is good. Review collected by and hosted on G2.com.
What I like best about the Zendesk Support Suite is its comprehensive and flexible approach to customer support. The platform integrates a variety of support channels—email, chat, social media, phone, and even messaging apps—into one centralized hub, making it easy to manage all customer interactions in a single place. Review collected by and hosted on G2.com.
While Zendesk Support Suite offers a powerful and comprehensive set of features, there are a few drawbacks that users sometimes encounter. One common issue is the pricing complexity—Zendesk can be expensive, especially for growing businesses, as many advanced features are locked behind higher-tier plans, making it difficult for smaller teams on a budget to fully justify the cost. Review collected by and hosted on G2.com.
We use Zendesk to assist our clients through phone, chats and email. It is like an all in one tool to provide support. It is easy to manage customer inquiries in one place and very user-friendly. I can organize my tasks, making support more efficient and seamless for my clients Review collected by and hosted on G2.com.
I haven;'t explore the other feature of it as of yet. It seems like there are lots of things that I have to learn since this tool is like a one-stop shop. Personally, I would like to set up auto-refresh so I don't have to manually refresh my tickets, but I can't find it. Review collected by and hosted on G2.com.
The best part about Forwarder for Zendesk is:
It is easy to allocate work to the employees by making chanels and group and allocating work in them.
The managers can determine the performance of the employees through it's work scheduling feature like when an employee is taking chat he/she has to put the status on chat and like while doing tickets they have set tickets. This makes it easy for them to know the availability of person for chat and email.
Zendesk is used as part of daily work.
It can be easily implemented with other tools.
It is also used for the people who work as a customer support team. Review collected by and hosted on G2.com.
As such I don't feel like there is anything that I don't like. Review collected by and hosted on G2.com.
Zendesk support suite is really helpful as we can communicate to the customer through the email, chat or call or can reslve their problem. It is great tool to put your efforts in right place. Review collected by and hosted on G2.com.
I ddon't hink so there is anything which i should not like about it beacause it is always helping me in my work. Review collected by and hosted on G2.com.
I love how easy it is to use Zendesk and how it effortlessly connects me to other departments to address my concerns through its advanced ticketing system! Review collected by and hosted on G2.com.
While Zendesk is user-friendly and highly helpful daily with our concerns, it also does have a few drawbacks like limited options in their dropdown menus. Additionally, there are occasional short maintenance periods or downtimes. However, the customer support team is always responsive and resolves our issues promptly. Review collected by and hosted on G2.com.
I like the AI features. I can write a response, and ZD can make it more friendly, more elaborate, more formal. It´s great. Also, the Zendesk team is always super helpful and great. I use Zendesk Enterprise, Zendesk Guides, and we use a reporting feature (Explore) as well. It´s not complicated to use, I like zendesk. Review collected by and hosted on G2.com.
No complaints. I don´t dislike anything. Maybe the only thing that Zendesk Enterprise is a bit complicated to set-up for clients Review collected by and hosted on G2.com.
It allows user to complete multiple tasks and is very user friendly. It's so much better than the few other tools I've seen. The customization options are great! The customizations allow so easy way to implement. Review collected by and hosted on G2.com.
The only thing that I can think of that I don't like is that sometimes it just lags. Kind of like, slow processing. Review collected by and hosted on G2.com.
