Zendesk Support Suite Reviews & Product Details - Page 2

I love how easy it is to use Zendesk and how it effortlessly connects me to other departments to address my concerns through its advanced ticketing system! Review collected by and hosted on G2.com.

While Zendesk is user-friendly and highly helpful daily with our concerns, it also does have a few drawbacks like limited options in their dropdown menus. Additionally, there are occasional short maintenance periods or downtimes. However, the customer support team is always responsive and resolves our issues promptly. Review collected by and hosted on G2.com.

I like the AI features. I can write a response, and ZD can make it more friendly, more elaborate, more formal. It´s great. Also, the Zendesk team is always super helpful and great. I use Zendesk Enterprise, Zendesk Guides, and we use a reporting feature (Explore) as well. It´s not complicated to use, I like zendesk. Review collected by and hosted on G2.com.

No complaints. I don´t dislike anything. Maybe the only thing that Zendesk Enterprise is a bit complicated to set-up for clients Review collected by and hosted on G2.com.

Is is user friendly with AI for integrating multi-channel support.

It take like 45 hours to implement. It has great customer support and users happy to use it 100% of the time. It has a lot of interesting features to use. Review collected by and hosted on G2.com.

That some applicationa are not on market place you then need to develop by yourself for integrations. Review collected by and hosted on G2.com.

It allows user to complete multiple tasks and is very user friendly. It's so much better than the few other tools I've seen. The customization options are great! The customizations allow so easy way to implement. Review collected by and hosted on G2.com.

The only thing that I can think of that I don't like is that sometimes it just lags. Kind of like, slow processing. Review collected by and hosted on G2.com.

Is easy to use and a very useful tool.

Easy way to implement in our customer service support.

There are many features that make Zendesk a great tool, one of them is the macros that are easy to use. Review collected by and hosted on G2.com.

Sometimes, there a few issues regarding the internal notes Review collected by and hosted on G2.com.

I like that this platform can be synced with others. Being able to have ZD speak to Slack has ensure seamless communication for all tickets. Review collected by and hosted on G2.com.

I do wish it were easier to search for older tickets without having to scroll through so many with simliar names/phone numbers. Review collected by and hosted on G2.com.

As an IT Desktop Support Engineer, It is easy to use and navigate the Zendesk Support Suite especially on how to manage tickets. It saving me valuable time using the bulk ticket update features and customizable macros for repetitive task. Review collected by and hosted on G2.com.

For me, I don't like about Zendesk Support Suite, It does not have a automatic page refresher function, it's challenging for me to monitor the incoming and open tickets on our bucket especially as an IT Desktop Support Engineer. Review collected by and hosted on G2.com.

It has various reports and dashboards which we can use with the help of Zendesk Explore option. It also has triggers and automations which help us automating various processed. It also supports some apps like time trakcing app which help in tracking the time of agents on various tickets. Also helps in creating support artciles and providing customer porttal to clients. Review collected by and hosted on G2.com.

Zendesk Support takes substantial time to respond. their TAT can be much better. And account manager assigned by them are not easy to reach. Review collected by and hosted on G2.com.

-Any channel your customer has, you can also chat with them back via your agent view

-I spent many years as a support agent and this platform really enhanced my days as a support agent; saving so many manual tasks via triggers, automations and macros

-There's so many features that exisit on the platform and if it doesn't exist I'm empowered to create my own

-I love a good help center that give it's end users the autonomy to solve their own issues and then have immediate access to 5 star support through whatever channel they choose

-I love having a community on so many different slack domains/channels; I feel like I can get a thread going with anyone talking about various topics. It's a really nice outlet when you're an admin stuck on a problem working remote by yourself. Review collected by and hosted on G2.com.

-Admin sidebar always collapsing on me, I get it's supposed to be sleak, but needs a bit more fine tuning. I don't click on the buttons in the admin center, I type what I need to get to and go from there. So when I'm typing and my sidebar disappears, it costs me an extra second or two, but I'm a real stickler on that second or two in 2024 lol.

-When people send SMS into Zendesk it creates another end user (xxx-xxx-xxxx text user). So if I want to talk to the same user via SMS, I need to go to there SMS end user profile. I wish it was just another reply option like to contact via with WhatsApp, email or phone call. It breaks the one ticket immersion and makes the agent jump between two tickets and two end users. I've actually developed an app to "mirror" that SMS conversation to it seems like it's all-in-one ticket view. I know in the US we're big on SMS still and I think it's an important niche to include until the day SMS becomes obsolete if ever. Review collected by and hosted on G2.com.

Zendesk is an amazing tool to communicate with your customers easily. The communication tickets from sellers to us or from us to sellers are stored and there are statuses used to make communication easy. in my area of work an open ticket means we have a notification from a seller(customer), pending tickets mean we waiting for a response, and on-hold everything is complete and the lead is about to be complete (cars are ready for sale) and solved everything needed to be done on that lead is done or the seller no longer wants to proceed. We have macros on ZD where you can send an email that is pre-written and you can choose the emails according to your circumstance. all departments are linked and we can assign each other tickets according to the departments it is in. Review collected by and hosted on G2.com.

sometimes emails can take time to reflect from the seller to us and manually assigning the tickets can be challenging when it re-assigned itself back. Review collected by and hosted on G2.com.