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've been using Zendesk Suite for a while now and I'm quite pleased with it. Our customer service operations have been greatly expedited as a result of the unification of Support, Chat, and Guide into a single platform. The user-friendly interface allows our agents to manage problems, interact with consumers via live chat, and even produce useful knowledge base articles. The automation tools have saved us a significant amount of time by ensuring that the correct tickets are sent to the correct agents. Overall, Zendesk Suite has transformed how we handle customer interactions and improved our overall customer happiness. Review collected by and hosted on G2.com.
The reporting and analytics features lack depth and often provide inaccurate insights. The constant updates also disrupt our workflow, as we have to constantly adapt to new changes that don't necessarily improve the user experience. Review collected by and hosted on G2.com.
Among the best features of Zendesk Support Suite is its single platform which brings together a number of support channels into one central hub. Whether it is email, chat, telephone, or social media, Zendesk makes it possible for companies to handle and respond to client inquiries effortlessly throughout several channels. This consolidation doesn't only save time but additionally guarantees regularity and improves the all-around customer experience.
The ticket management system offered by Zendesk is extremely effective and structured. It helps support agents to properly observe and prioritize customer concerns, making sure of timely resolution and reducing response times. Review collected by and hosted on G2.com.
While Zendesk Support Suite gives many benefits, there are some factors to bear in mind. One aspect is the complexity that could occur when setting up and customizing the program to a particular business requirement. Substantial customization options provide flexibility, however, they may need a little technical expertise or devoted resources to fully optimize the platform for particular workflows and business procedures. Review collected by and hosted on G2.com.
It is a fast solution that addresses a good amount of business needs. Review collected by and hosted on G2.com.
It doesn't have good customization in some areas, specially on Guide and Triggers/Automations can get quite complex without having a simplified workflow Review collected by and hosted on G2.com.
The platform is completely customizable to all businesses. They support many of the contact channels currently available for customer all in a single platform. Review collected by and hosted on G2.com.
The customer support and account management is awful on a good day. You can wait months for a response.
They have terms and conditions in place, but don't follow them internally. They expect customers to follow their terms, but won't do so themselves. It's criminal, but who has the time, I just take my clients elsewhere now.
I have been working with Zendesk for 10 years and still get this kind of support. Imagine you're a new customer of theirs. Based on the other reviews I see here, Zendesk is taking a step backwards. If you're an ecommerce business, use Gorgias - they are incredible. Intercom, Drift, Kustomers, all much better options if you want to be treated like a good customer. Review collected by and hosted on G2.com.
The ability to provide catalog information to your clients and also having a life support feature has been great for customer support Review collected by and hosted on G2.com.
I wish there were more customised features within article creation. Also wish that category pages had more customisable features. Review collected by and hosted on G2.com.
it syncs well with our current tech stack, simple enough to use right away out of the box. customizable if needed, but basic enough for anyone to understand. works well with teams big and small. Review collected by and hosted on G2.com.
it can get complicated. Lots of features, customizations, but not a ton of support on implementing (not without a high $$ at least). Basic/standard is pretty boring, their sales team is not technically saavy and usually just reaches out to get you to upgrade. Review collected by and hosted on G2.com.
Very useful and dynamic, bringing us holistic insights about operation. Review collected by and hosted on G2.com.
A lot of bugs and lack of integration issues (WFM tools for example). Review collected by and hosted on G2.com.
Zendesk has made it incredibly easy to manage large amounts of customer support tickets simply and quickly Review collected by and hosted on G2.com.
It would be great if the asignee were to get an email notification once they were assigned a ticket Review collected by and hosted on G2.com.
feature that I appreciate about ZenDesk is its flexibility and scalability. The platform caters to businesses of all sizes, from startups to large enterprises, and offers various pricing plans to accommodate different needs and budgets. Additionally, ZenDesk integrates seamlessly with other popular business tools and software, such as CRM systems and productivity suites, enhancing workflow efficiency and enabling a holistic view of customer interactions. Review collected by and hosted on G2.com.
Advanced analytics features, such as customizable dashboards and more advanced reporting metrics, would be beneficial for businesses seeking to gain deeper insights into their customer support operations and performance.
Let me know if I'm missing anything however! Review collected by and hosted on G2.com.
