Zendesk Support Suite Reviews & Product Details - Page 18

We using zendesk greater than 5 Years for Customer Service,

I have implemented greater than 10 developments on Zendesk,

Zendesk is very simple for development & all feature all ready in use Review collected by and hosted on G2.com.

Pricing Expensive,

Cannot Custom Plan License, only using package plan (Team/Growth/Professional/Enterprise) Review collected by and hosted on G2.com.

The capability to see in real-time any updates to tickets that are being worked on by multiple departments at the same time. Another positive takeaway is that Zendesk tickets will keep a running event history of any status changes, reassignments, and the person submitting the change. Review collected by and hosted on G2.com.

A person can be listed in multiple different queues within Zendesk. This causes confusion if the wrong queue was chosen because the assignee was listed multiple times. This can cause delays in response time Review collected by and hosted on G2.com.

I like the interface of Zendesk, and it's very easy to understand and implement with other software. We are able to efficiently manage the customers' queries that we get. We are using it as our primary support software and use it regularly. I like how we can use different statuses for the tickets created in Zendesk, and tagging fields are also very helpful to sort out the queries. Review collected by and hosted on G2.com.

Sometimes, it gets stuck at loading; however, zendesk support team was able to help us in resolving the same. Review collected by and hosted on G2.com.

functionality, support quality, customizability, integrations with everything Review collected by and hosted on G2.com.

lacking depth in integrations, long time for feature release Review collected by and hosted on G2.com.

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.

Ultimate AI impresses across the board. Its intuitive interface ensures ease of use, while implementation is seamless. Exceptional support from the team and the key account manager enhances the overall experience. With versatile features and effortless integration, it's a reliable choice for building a chatbot to help you with your day-to-day tasks and ease your customer support team. We use it daily for all of our client chats. Review collected by and hosted on G2.com.

We haven't encountered any issues so far. Review collected by and hosted on G2.com.

Makes it easier to send and receive email. Review collected by and hosted on G2.com.

If there is a system issue it takes some time to pick up the car registration. Review collected by and hosted on G2.com.

it has granular integration options with most of the third party applications Review collected by and hosted on G2.com.

Princing needs to be reduced. currently we are paying 155$ per user per month Review collected by and hosted on G2.com.

Software is great, the best bet is to find a professional online and pay a little to have them configure it for you, once its up and running it is really and truly awesome. Review collected by and hosted on G2.com.

The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even the most basic things

Also, you can add users whenever you want, but to downgrade or remove a user you need to give up to 60 days' notice?! (check your MSA)

I submitted a ticket to let them know I was leaving, and my account manager (never heard from them before) was in touch in hours, and when he got on he had no idea that we were leaving or really anything about us.

so to recap

* Poor Service

* Slow Service

* Unorganized

* Most of them don't even know their own product

id say that zendesk has some serious issues internally but looking at the other reviews on here I'm not the only one that is thinking that.

We actually switched to an inferior product because the service was so poor. We are still the same with fewer features because other company actually cares.

sorry Zendesk, for support software, your support sucks. Review collected by and hosted on G2.com.

Triggers and automations make it simpler to streamline the support process. Analytics assists with a more focused approach to the support we provide. Review collected by and hosted on G2.com.

It is not possible to see all views at once - if you have a team with many agents, it becomes difficult to keep track of where everyone is with a single glance. --- This has been resolved and it makes it much simpler to see an overview of all queues. Well done! Review collected by and hosted on G2.com.