Zendesk Support Suite Reviews & Product Details - Page 31

How fast it works and how well it keeps me organized with what i work on Review collected by and hosted on G2.com.

Color or solved button i wish they were a green red and yellow Review collected by and hosted on G2.com.

easy to use the macros which are added and the app looks just fine , works fine, never experienced any glitches yet. Review collected by and hosted on G2.com.

there's nothing as of now, its going very well. Review collected by and hosted on G2.com.

I love how when receiving phone calls a form populates with the patient's name. Review collected by and hosted on G2.com.

Zendesk drops calls alot and the service is not all so good. Review collected by and hosted on G2.com.

I'm only using Zendesk HelpDesk Guides for our product documentation. It's ok, decent permissioning and drafting features. Review collected by and hosted on G2.com.

There are some serious limitations to effective documentation that I would expect a leader like Zendesk to have figured out by now. Those limitations are:

1) There is no auto-save with Zendesk Guides. If your session times out, you're screwed and have to start again. This results in excessive saves which hinders version control.

2) The guides editor needs work. There is no support in the WYSYWIG for a colored notes/info box which should be standard in any knowledge base tool. Even Zendesks own documentation has these colored info boxes but they can only be done with custom CSS code.

3) Images in docs don't enlarge. This is another basic feature essential for product documentation that should have really been part of Zendesks MVP from day one. Full product screenshots often have lots of small text, unless you want to insert a massive image within your docs, most product screenshots are too small to read the details so being able to enlarge the image is essential. It's not possible with Zendesk without a third party paid tool and custom code. Seriously Zendesk, it's 2023... let me enlarge my product screenshots in a popup please! Review collected by and hosted on G2.com.

Zendesk is a mature product with well establish app marketplace and integrates with many of everyday third-party products. Agent IU is modern Review collected by and hosted on G2.com.

Customer support is abysmal with the product from the Zendesk team, with slow responses and unhelpful answers from their agents. Pricing plans are also not transparent and only seem to go up, with features in the admin panel being removed to stop you from managing your licence. Similarly, pricing for new customers is different to existing customers once you are locked in and key features are often excluded unless you are on the latest new and more expensive plan. Reporting, exporting functions and other key features available on other alternatives are missing or don't work as described. Suggest you read comments from real users on Zendesk's own support portal, to get an idea of the level of frustration. Review collected by and hosted on G2.com.

The platform can help with very basic support processes, however, there is a severe lack of support concerning user frustrations and product deficiencies Review collected by and hosted on G2.com.

Everything, essentially. The product support is terrible - response time is atrocious, the AE's don't know how to use the product (and therefore cannot provide effective solutions), and many forms/FAQs don't make sense. Moreover, many users have expressed their frustrations in the comments section, where Zendesk has made excuses as to why they don't provide common sense functionalities within this platform. The platform itself is not intuitive, and creating basic processes (be that through a chatbot, help center, or other support-related functionalities) always comes with limitations, difficulties, or frustrations. Review collected by and hosted on G2.com.

I'd say the most helpful part of Zendesk Support Suite is being able to have all of our outlets accessible for replies in one place. I've used Zendesk at two companies and this has been invaluable. Review collected by and hosted on G2.com.

The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though. Review collected by and hosted on G2.com.

Really great-looking interface. Robust features and app integrations. Integrated phone and chat support. Nice knowledge base. Review collected by and hosted on G2.com.

Zendesk doesn't care about its customers. They repeatedly ignore requests from many companies about implementing critical tracking metrics (metrics that are actually already tracked on the daily, but disappear for long-term viewing for some reason), and continue to make "upgrades" that decrease the usability of the platform.

The most recent gripe is their switching to a completely new layout that they call an upgrade, but instead of adding more features, it wipes out many previous necessary usabilities in favor of the new features they wanted to add. New features, which I may add, that are actually not useful for 99% of companies.

When you raise a complaint about a feature or decision, they tell you to post a comment on an article featuring the request, and let you and all other disgruntled companies "hash it out" while they proceed to do nothing to solve the problem.

It's a real shame that the system took so long to build out and has so much built into it, that switching to another system would be way too time-consuming for us to consider doing at this time. Zendesk probably knows that even if it makes its base mad, most people won't switch away because of how arduous a process it is.

I'm sure there are so many companies out there that actually care about their base, and listen to them. I wish we would have picked one of those, instead of being stuck with a company who doesn't care about its users. We're stuck at the mercy of their whims. Review collected by and hosted on G2.com.

One of the things I like the most is seeing how the Zendesk team is constantly working on improving the tool always focused on what the client wants and what the companies need. Review collected by and hosted on G2.com.

The only thing that gives me a bit of work and I wouldn't say I like it very much is the issue of Front-end design and customization since out of the box there are not many options. It is where more effort will be needed when more initial options could be brought out of the box. Review collected by and hosted on G2.com.

the best aspect to me about ZD's Support Suite is the capability of having all active agent channels in one software for better communication transparency & organization of customers interactions Review collected by and hosted on G2.com.

I just came back to using ZD after my first usage starting in 2012 & it seems to me that with the additional features, there's a lot more bugs that can be problematic Review collected by and hosted on G2.com.