Zendesk Support Suite Reviews & Product Details - Page 100

I like how robust Zendesk is and how flexible it can be when you include apps from the marketplace. Review collected by and hosted on G2.com.

Zendesk can be difficult to use because it is so adjustable and because seemingly random things you'd expect Zendesk to include as basic functions are not. This can be overcome by learning about Zendesk and by getting help from their support team. Their new system for contacting Zendesk support reps can be frustrating, however. They can be slow to respond about non-urgent issues (so everybody reports every issue as urgent), and they frequently ask you to confirm what you already explained to them, adding more time to your exchanges. Before their help revamp, their support team was excellent. Now I get by mostly on my own, but I'm lucky to be already very knowledgeable about Zendesk and how it works. Review collected by and hosted on G2.com.

There is a wide range of products in Zendesk that together form a super powerful package. This allows us to easily integrate with other existing systems and databases to provide a complete Customer Support system. Also, agent efficiency is highly improved with the simplest interface. Agents don't need to install any extra software in order to access it, they can work from anywhere in the world. User friendly on the Help Centre side is also a big plus. Review collected by and hosted on G2.com.

I prefer to do email support rather than chat support as sometimes we don't have time to chat Review collected by and hosted on G2.com.

Simple UI and basic elements of managing tickets without a huge learning curve. Starting to work with Help Center and hope to increase self-service options for customers. Review collected by and hosted on G2.com.

Not much. Getting helpdesk support can sometimes be slow, but responses are usually helpful. In customizing the UI (say, for Guide/Help Center), if I make changes to code, it's hard to track what was changed and thus revert to a prior state. Review collected by and hosted on G2.com.

It's quick to reach support using the chat feature, (once you get past the bot). And the agent was able to answer my questions and point me in the right direction of notes to help resolve the issue. Review collected by and hosted on G2.com.

The downside is the chat bot, particularly when you know that the question you have can not be answered by the bot. So having a quicker way to reach an agent would be good in situations like that. Review collected by and hosted on G2.com.

Easily manage your tickets without feeling overwhelmed. Organize your views to see exactly what you are looking for. I love the ability to see tickets from a specific user via user profile. Review collected by and hosted on G2.com.

The only thing I don't like the most is the search. Sometimes it's hard to organize to see what I'm looking for. Theres not really a way to narrow it down to make finding it simpler. Review collected by and hosted on G2.com.

Zendesk as a customer service tool is complete, fully customizable, highly available, easy to use, manage and configure. It makes customer service easy and efficient. It has a prepared technical support team, which provides fast and effective service. Highly recommended for your company, having 1 to 1000000 customers, it will perfectly suit your business. Review collected by and hosted on G2.com.

So far, I don't have any negative points to highlight. The tool works very well. Every problem I encountered was related to usage or location on my workstation or server. Review collected by and hosted on G2.com.

Customer service dept. is doing well using Zendesk. Very helpful to keep all tickets together. Once you get to learn it, it is pretty easy to use no matter how much technology you use. Review collected by and hosted on G2.com.

How you have to set it up yourself and is not set up for you unless you pay few thousand dollars. Materials are old and outdated and sometimes confusing. I don't like how you can't make a view with people you add as a follower or you can't make a view with different tags. Review collected by and hosted on G2.com.

Helps for multitasking chat very fast, very secure, and complex.

Has many features.

Various kinds of integration are carried out such as Play Store and AppStore.

Friendly interface for people with a basic skill.

Relatively cheap price. Review collected by and hosted on G2.com.

Some integrations had difficulties and several times failed to try until this case was brought up and taken care of by Zendesk engineers.

Provides features that are simple to implement.

SLA that takes a long time.

Some integrations are quite complicated but can still be handled by our expert team. Review collected by and hosted on G2.com.

Zendesk is very user-friendly and super intricate when it comes to detailing our customer/clients profiles and concerns. Zendesk will also guide you along the way by giving hints. Review collected by and hosted on G2.com.

I think the only downside we've encountered while using Zendesk is whenever there's a system update/upgrade that halts or delays our transaction during the said scheduled maintenance. Review collected by and hosted on G2.com.

Zendesk is an easy to use and sophisticated software suite that meets the needs of my company. I enjoy the opportunity to collaborate on each ticket with the end-user and other IT staff. It makes working together easy and fun. Review collected by and hosted on G2.com.

There are little to few downsides to using Zendesk. However, if I had to pick something it would be the inability to manage your ticket tabs collectively. When dealing with multiple tickets I have to clear the tabs one by one. Review collected by and hosted on G2.com.