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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I love the ease of use and highly understandable user interface. I use Zendesk frequently and love the number of features it provides. Review collected by and hosted on G2.com.
Sometimes Zendesk can be a little wonky and makes me lose my work. While this is not as often, I figured worth mentioning. Also when sending a new ticket on the first send the message doesn't actually go through and requires a second try. Review collected by and hosted on G2.com.
Zendesk offers a wide range of features and a comprehensive API library to support your own custom plugins and apps. Review collected by and hosted on G2.com.
Some common sense features are never developed because Zendesk is constantly on to the next big project. Review collected by and hosted on G2.com.
The Zendesk Support Suite is very robust and can be highly tailored to our business needs. Our concerns were put to rest once we found how highly customizable Zendesk was, accompanied by a support and services team that listens to product feedback and open to improvements.
Features such as Omnichannel and skills based routing have been critical to the success of our support services. Also, reporting to pair and evaluate productivity.
Zendesk also keeps getting better with new features and adjustments to functionality. Glad to see how open they are to innovation, taking on the AI future, and continual communication on their roadmap. Review collected by and hosted on G2.com.
There is always room for improvement. With Omnichannel, there is a little more to be desired when it comes to historical reporting. Getting historical reports centered around schedule adherence, dates/times of status changes, and schedule gaps are key to the success of measuring productivity and capacity. Its my understanding there is already a lot of work and upcoming releases that will address these however.
Lastly, agent notifications when tickets are assigned through omnichannel. We have good notifications (sound and popup) for Messaging chats, but nothing to that caliber for other ticket channels such as email. This is key to hitting fast first reply times. Would also be great to extend this to other functions like notify (via pop and/or sound) of tickets sitting unassigned before or past SLA, etc. Review collected by and hosted on G2.com.
It's very easy to use and helpful, we do need it for daily basis it being ease helps alot. Review collected by and hosted on G2.com.
If you did not assign the ticket to you, it doesn't show on your end even after working with it. Review collected by and hosted on G2.com.
Product looks good. reports and features are up to mark Review collected by and hosted on G2.com.
They have not a support system to help the customer. Either we have to stuck with their partners or we have to everithing at own. Review collected by and hosted on G2.com.
Ease of use, super friendly to naviagte which is super nice as this can help agents and leaders to be productive Review collected by and hosted on G2.com.
Currently, Zendesk doesn't have the feature on chat where agents can see what the customers are typing so agents can anticipate what the potential reply Review collected by and hosted on G2.com.
Zendesk makes communication much more easier, if you contact the seller or the line happens to disconnect. You can easily send an email back to the seller. Review collected by and hosted on G2.com.
When there is a system issue, it does not immediately update the ticket and we end up duplicating ticket. Review collected by and hosted on G2.com.
Emailing sellers if you can't reach them over the phone to pass the message makes communication very easy. Review collected by and hosted on G2.com.
When Zendesk is slow and can't see forwarded emails. Review collected by and hosted on G2.com.
It integrates wonderfully with Guru, atlas, and assemble, easy to use, macros and shorcuts run well and easy to support our customers. Review collected by and hosted on G2.com.
Sometimes there are connectivity issues and it shows offline. Review collected by and hosted on G2.com.
