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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It allows the user to assign cases to each other easily. The agent can view the complete history of previous conversation on a single screen while on chat. Easy access to reports. Scheduled reporting helps the stake holders while on a review or dailt standup meets. Review collected by and hosted on G2.com.
Difficult to intigrate with other sales software like sales force, pipedrive. Zendesk needs to have a only calling options seperately if some one needs it just for calling purpose. This calling feature needs to have an easy intigration. Review collected by and hosted on G2.com.
Zendesk's support suite is incredibly easy to set up with zero previous experience. There is the right amount of "rail road tracks" to make sure you are aware and responding to customer tickets, but not too many that you get locked in to a flow that makes no sense. The knowledgebase/Guide plugin is well thought out and integrates seamlessly with the onbsite support widget. Review collected by and hosted on G2.com.
The user interface can be a bit confusign to navigate at first. Some icons have no help text so there is a bit of trial and error when you first get up and running. Review collected by and hosted on G2.com.
I like the AI summary feature! It's helpful when trying to get a pulse on a longer thread of communication. I also appreciate the task bar and how it assists in organization and task management. Review collected by and hosted on G2.com.
I do not like the order of notes on the screen, as it now lays them from oldest to newest. I also do not like how URLs cannot be "hyperlinked" within the organizational level of Zendesk. Review collected by and hosted on G2.com.
The UI for Zendesk is simple and straightforward.
It's easy to set up automation and triggers to improve efficiencies.
The out-of-the-box reporting makes it easy to start gaining insights right away, while you start to build our your own reporting. Review collected by and hosted on G2.com.
Managing Team members is a bit clunky. Too many spots to have to go to make changes to individual user access especially if you're removing user accounts.
The bot feature is good, but the billing cycle for Monthly Active users needs to be reviewed. 1000 MAUS for an enterprise customer does not fit the average use for anyone paying for enterprise. Review collected by and hosted on G2.com.
Setup is intuitive. With assistance from Zendesk team we were able to stand up our instance fast and efficiently. Zendesk documentation is outstanding as well. You can always find a good reference for anything that you are trying to do. System is also very easy to navigate for teh Agent as well as the customer! Review collected by and hosted on G2.com.
For teh most part, Zendesk has been great. We have run into a few quirks during setup but were able to engage teh Zendesk support team to come up with some work-arounds. Review collected by and hosted on G2.com.
Zendesk's API's are wonderful - if the feature doesn't already exist, it's easy to build it. Or don't customize it much at all--that'll work just fine as welll. Review collected by and hosted on G2.com.
Zendesk can become a little unwieldy at large scale - managing the business rules of 9+ support teams be tough if they aren't rigorously documented. The trick is to manage them programmatically via API, but that's difficult to implement if it wasn't initially setup this way. Review collected by and hosted on G2.com.
Onboarding customers into the support service desk is seamless and easy. The knowledge base tools are easy to use and customize. This is for you if you are looking for a support ticketing system. Review collected by and hosted on G2.com.
The live chat messaging is rough around the edges and does not offer many features like the competitors in the support software space.
Creating holiday auto-responding is challenging. Review collected by and hosted on G2.com.
I love that I can integate Zendesk with Apptentive's Message Center and have a two way conversation with my users. This has helped keep bad reveiws off of the app store and increased user retention by being able to solve their problems so they don't churn. Review collected by and hosted on G2.com.
Zendesk is not super easy to set up. To set up a new customer you no longer can use the wizzy wig tools to create your themes but have to use HTML to customize which I am not good at using. Review collected by and hosted on G2.com.
