Video Reviews
Good Tool for customer service
Zendesk Support Suite Review
Convenient and easy to use chat tool. Great for connecting with customers!
6,150 Zendesk Support Suite Reviews
Overall Review Sentiment for Zendesk Support Suite
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The biggest thing for me was the ease of implementation. We are a small business (55+ staff) and needed a solution for our external customers and interal staff use. Zendesk seems to fit the bill and was up and running with miminal fuss. I really like the ease of use. You can make the implementation as big and complex or as small and simple as you like. Review collected by and hosted on G2.com.
The biggest draw back for me is that agents can't open an attached file from the ticket page. If you click on the attachement it immediately downloads. That confuses my agents. When right clicking on an attachment there is no option to "view" or "open with." This is a really big disappointment to my staff. Additionally, I don't like the fact you can't just create folders to organize your Macros in. You have to include the name of the fold in the name of the macro and separate them with a double colon such as foldername::macroname. Review collected by and hosted on G2.com.
Zendesk is a tool that offers multilpe options in a single platform. I am using zendesk for support tickets, for knowledge base articles, for having conversations with the users, i have integrated my website traffic with zendesk which allows me to check which users are currently online on my application and if there is any update i can timely inform them about the downtime. It is easy to use, the implementation is straight forward, it's a great platform for customer support which is used on a daily basis. Review collected by and hosted on G2.com.
I think the user interface of zendesk needs to be updated as it seems pretty minimalistic and navigating to some areas some times is a hectic task. Review collected by and hosted on G2.com.
It helps with working / and completing tickets. it also helps with keeping up with tickets that need some work done Review collected by and hosted on G2.com.
Sometimes manually having to put in sellers email addresses on the profile. If missed the email might not go to seller Review collected by and hosted on G2.com.
Extremely customisable for Zendesk Admins Review collected by and hosted on G2.com.
Extortionate for non-enterprise business. Very slow support provided, and it's all copy-paste/automated with no human touch. Zendesk want to charge high price for automated usage without providing any drill-down or break-down how these were used, which is a functionality that was free for years. Review collected by and hosted on G2.com.
Price is right for SMB. Quick to stand up. Plenty of out of the box integrations that worked with a little config. Review collected by and hosted on G2.com.
Lots of emails. Lots and lots of emails. Review collected by and hosted on G2.com.
We are able to answer and solve so many more problems by using Zendesk Support. We were operating off of email inquiries only and our customer service team was constantly playing catch up. Now the questions are quickly answered and better yet we have a way to track and keep tabs on all communication! Review collected by and hosted on G2.com.
It would be nice if light agents had a little more power to work with tickets. Especially if tickets are just internal between agents and light agents, if the light agent could at least mark it as solved that would be helpful. Review collected by and hosted on G2.com.
There is nothing not to like about Zendesk. It makes my job so much easier and I am able to give guests the quality customer service that they deserve. This is the second company I have worked for and I have been there since the start of our use with Zendesk at both. I can't recommend it enough! It is super easy to set up and maintain. The webinars and training have both been an added bonus and contain great information. I am looking forward to growing with Zendesk as our business needs grow. Review collected by and hosted on G2.com.
There are NO downsides for me. It has made my job 100% better. We have expanded its use to IT, HR, and Procurement. Everyone is happy with it and it's been easy for new users to learn. Having previous Zendesk experience in my previous role has allowed me to show other departments what they can accomplish for their own needs. Review collected by and hosted on G2.com.
The user-friendly interface, it makes easy for both new andexperienced users to navigate it. Review collected by and hosted on G2.com.
I think setting up and managing integrations, because some of them can require technical expertise, adding to the workload for teams. Review collected by and hosted on G2.com.
Being able to receive messages instantly and being able to use Macros is a time saver. Review collected by and hosted on G2.com.
Images and other attachments somtimes take time to come through via Zendesk Review collected by and hosted on G2.com.
