Zendesk Support Suite Reviews & Product Details - Page 23

Coming from ServiceNow I do like how Zendesk is more intuitive and has a better user interface/user experience. We've really utilized the guide section to curate "how to "guides for our end users, which has been quite helpful. The overall experience has really made it easier to provide support. Review collected by and hosted on G2.com.

I think the issues we've come across are really a niche thing and more of an "us" issue. It has actually been a while since it cropped up, so I unfortunately don't even remember what it was. Review collected by and hosted on G2.com.

Zendesk offers a user-friendly interface that allows agents to navigate and manage customer tickets efficiently. The platform provides various automation tools and workflows, which can streamline support processes and improve response times. Zendesk offers customizable reporting and analytics features, allowing businesses to gain insights into their customer support performance. Review collected by and hosted on G2.com.

It's their Customer Support. One of their agents took 40 minutes to respond. I got frustrated and asked for a Manager. The Manager, whose name is Michael, deliberately transferred me over to one of their support people. He did that despite me waiting for over an hour to get a Manager. Until now, my issue has not been addressed properly and Zendesk's support team just blew me off. This support team is full of unprofessional people which is very disappointing for a company this big. Review collected by and hosted on G2.com.

I really like that I can split up my departments by "Brands". This helped in adoption of the product as it gave my users ownership of their specific areas. The knowledge base functionality is key and a great feature as well. Besides an IT knowledgebase I have other brands that are working on their own knowledgebase articles. The ease of use makes it possible to grow user education in a meaningful manner. Review collected by and hosted on G2.com.

I would say the admin panel is a bit to get up to speed on. I had issues finding areas or knowing just what I needed to do to accomplish a task. The product does a lot and if you have any issues contact support or you'll be missing out on features. Review collected by and hosted on G2.com.

Zendesk is a good platform for customer support if you're in an environment where you don't need too many social integrations. The platform is straightforward and doesn't have too much of a learning curve where it makes it difficult to jump in after a few hours of training. Review collected by and hosted on G2.com.

Zendesk is a direct ticket focused environment. Some of our social integrations don't link well to the environment, meaning sometimes work is duplicated though issues have been solved. This may include messages from Twitter or Meta Platforms not being pulled in, messages sent in native (IG or Facebook) platforms don't reflect in real time (leading agents who work directly in Zendesk because they don't have access to the native platforms) causing duplicate messages from different platforms, and ticket creation not occurring because all messages don't get pulled from these accounts. Review collected by and hosted on G2.com.

I like that this product provides multiple features,including the articles, ticketing, chatbot and integration with other systems. Review collected by and hosted on G2.com.

We have a certain seats available within our package/contract. I hope Zendesk could offer flexible packages to add 1 or more seats at a factional cost. Review collected by and hosted on G2.com.

Because when I needed to modify the route, it worked. He is extremely versatile. Review collected by and hosted on G2.com.

Trainings and very few immersions mainly in Latin America. Community a bit weak. Review collected by and hosted on G2.com.

Easy to use platform. Very straightforward CRM software that helps you create different pipelines for different departments. Review collected by and hosted on G2.com.

There aren't any massive downsides that i've come across whilst using zendesk. Review collected by and hosted on G2.com.

Usability of zendesk is really top notch! It is also very clear and easy to use. Review collected by and hosted on G2.com.

You miss simple features like forwarding mails to outside zendesk users (not customer service) or to an external party and that they can reply Review collected by and hosted on G2.com.

It is practical, good problem-solving response. Review collected by and hosted on G2.com.

Sometimes it freezes a little, but it might be due to the internet connection. Review collected by and hosted on G2.com.

Being able to visually prioritize and work items in order of priority. I also enjoy being able to recall tickets and run reports on the tickets we have received, worked, and/or solved. Review collected by and hosted on G2.com.

Zendesk can be tricky to get started with. There is a lot of setup involved and customizations that are not as intuitive as I'd hoped. I wish we had a dedicated representative throughout the whole user process and not just during implementation. Getting answers to things is more challenging than I'd like. Review collected by and hosted on G2.com.