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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What Ilik best about Zendesk is that it allowed me to spin up a helpdesk in a few hours rather then days or weeks. Review collected by and hosted on G2.com.
Zendesk is a great basic start for ticketing. All of the usefull stuff comes out of Zendesk apps. Review collected by and hosted on G2.com.
Zendesk Support is very customizable in every aspect, allowing for unique workflows for different teams across any organisation. Easy to train agents how to use and provide a dynamic customer service environment Review collected by and hosted on G2.com.
Very few downsides from my experience, the developer documentation is lacking inrelation to other areas. Review collected by and hosted on G2.com.
The UX is well-designed and intuitive to use. It syncs well with your calendar and emails in a basic way (no AI-boosted features). I liked the feature that allows you to populate the record fields using information pulled from LinkedIn. Saves time. Review collected by and hosted on G2.com.
It's difficult to cancel your contract. It's difficult to get through to a human in their Support team. A lot of the reporting features are only available for 'Elite users'. Doesn't automatically reconcile duplicates. The Reach feature is not GDPR compliant and therefore has no use in Europe. Many of the reporting features are available only for 'Elite users' only. It would be nice to have more automated features and prompts. Review collected by and hosted on G2.com.
It is really easy to use and troubleshooting is as easy as 123 Review collected by and hosted on G2.com.
The sound it makes when taking chats as it is a bit loud lol Review collected by and hosted on G2.com.
Allow us to manage our customer interactions across various channels in one place. Review collected by and hosted on G2.com.
Slow loading time, especially with larger datasets or more complex configurations. Review collected by and hosted on G2.com.
Zendesk is the superior platform for customer support in my opinion. Just works great and has everything you need to provide good customer support.
It was easy for us to move to Zendesk, and our support agents are very happy using this support platform. It provides a much better overview, a great and user-friendly interface and a high level of customization for automation, which I really enjoy.
It has been a bit of a hurdle to integrate with Salesforce where we have all of our customer information, but we got there in the end. Review collected by and hosted on G2.com.
The fact that statistics now is its own product (Zendesk Explore) bugs me a little bit. On top of that, funnily enough, I really do not have a great experience with Zendesk's own support. They made it impossible to contact them through email, so you have to submit a ticket via chat, which is a very frustrating process, having to answer a bunch of automated questions before you can write your message.
We just returned to Zendesk after a few years of using another platform. We are happy to be back, but I was surprised to see the decrease in their own support quality. Review collected by and hosted on G2.com.
I like the compatibility with Zendesk and other programs/software. We have been able to integrate Slack, Intercom, and our own API. I think that it is more user-friendly for the agent than some other support tools.
My account manager, Nell, has been great. Review collected by and hosted on G2.com.
I do not like Zendesk reporting and searching. Trying to find specific tickets or filter them in existing views can be a pain. Having to create queries for reports as opposed to just selecting the fields you want on the report is a little confusing.
*Update (11/06/23):
The support for their products is a joke.
They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. The support documentation is incredibly lackluster and it's often impossible to know which guide to use as they have non-sensical terminology that makes even finding the appropriate guide very difficult.
I would not recommend Zendesk for their lack of support alone. it seems that it's been built to allow you to do most things but with non-user-friendly UI. Review collected by and hosted on G2.com.
The user interface is not only sleek and intuitive but also remarkably user-friendly. A big plus for me is also the gradual usage of AI especially when creating new intents.
Also, I appreciate how easily I can edit an intent. Adding new intents is fairly easy and the implementation of the whole bot was also straightforward. Review collected by and hosted on G2.com.
I would recommend that you add instructions on creating different types of entities. I also have a hard time when I need to translate an intent since after copying the whole intent, the "Link to another reply" blocks remain with the previous language I've copied from instead of switching to the new language I've chosen. For example, when translating into Italian, we copy the English intent. All of the "Link to another reply" blocks remain in English when we already have them translated in Italian. Review collected by and hosted on G2.com.
It is very good tool as it is easy to configure and train people on it as how to use. Review collected by and hosted on G2.com.
If we want to use our custom email id to send response to users to configure with we need someone with networking experts. Review collected by and hosted on G2.com.
