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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Callum and team are attempting to help us maximize our use and are listening to the feedback where the changes have fallen short. Review collected by and hosted on G2.com.
Nobody enjoys a cost increase. The changes that are made to chat have made our team less productive. They are moving in an AI type of situation while we are still wanting to offer our higher tiered customers human contact. Review collected by and hosted on G2.com.
The products are reliable in uptime and load handling, and Ultimate is adapting quickly to new technological developments that will help keep your customer support up-to-date. The colleagues from Ultimate are always available for questions and tips and are even ready to build tailor-made solutions for use cases specific to your business. Review collected by and hosted on G2.com.
Updates in the pricing scheme happened a bit surprisingly once. Review collected by and hosted on G2.com.
It makes our life easy where we have all the requests fall into one place. Review collected by and hosted on G2.com.
Nothing negative to say about. It is really easy to use. Review collected by and hosted on G2.com.
I've used a few different ticketing systems in my support journey (Salesforce, spiceworks, team support) and Zendesk is by far the best one yet. We haven't even unlocked it's full potential but it's made our lives in support so much easier. It's incredibly flexible and simple all at the same time. Review collected by and hosted on G2.com.
There isn't much I dislike about Zendesk. I've ran into some issues like trying to remove old fields that are irrelevant but doing so would cause our historical data to be incorrect. I do wish there was a way to "retire" or "archive" old fields to remove them from use but not alter the historical data. Review collected by and hosted on G2.com.
There are many great things about Zendesk Support Suite that I used throughout more than one year of my career experience.
Firstly, I like the simplicity of the software design. It is easier to navigate around, including views and groups. Those features are valuable for particular users to navigate around Zendesk Suite.
Secondly, the additional administration features allow users to manage Zendesk Support Suite in more advanced ways, including managing the permissions of particular users.
Thirdly, Zendesk Support Suite has multiple options to utilize integrations and additional features to help locate tickets more efficiently (for my business and operations purposes).
In short, because of its versatility, a powerful design and usability for users of all levels, Zendesk Support Suite makes a "powerhouse" (as the title suggests!) Review collected by and hosted on G2.com.
Some downsides of Zendesk include limited and complicated features, including:
- Automation rules that are not well explained or well thought out, such as executing triggers set for particular period of time;
- Limited number of search queries that prevents users from locating a particular ticket easily;
- Lack of advanced features, such as Regex (i.e. to easily locate a particular ticket) and limited trigger features that can be improved;
From the tell of the information provided, it is the series of implementation and improvements that should be taken into consideration to make Zendesk better in some areas. Review collected by and hosted on G2.com.
* Specialist support software
* Good UI
* Good support portal
* Nice workflows and automations Review collected by and hosted on G2.com.
* Not very flexible on lower plans
* Can be difficult to mask it's ZenDesk Review collected by and hosted on G2.com.
The ease of use, stability and features make it a tool ideal to deal with a ticketing system. Creating groups, queues, automation, and alerts is very easy and it integrates seamlessly with Slack for alerts Review collected by and hosted on G2.com.
The support could be better. It's always too robotic or automated and there seems there is never a sense of urgency. the latest change in layout wasn't good as well.
The reporting pieace and dashboard creation is not intuitive. Review collected by and hosted on G2.com.
The ease of use when setting everything up for the first time and the chat support while in the trial period. Review collected by and hosted on G2.com.
Support tickets don't have the fastest responses some days but nothing major. Review collected by and hosted on G2.com.
Our company has utilized ZENDESK Support Suite for well over 5 years now and we wouldn’t be where we are without it. The ease of use, the ability to stay in contact with our customers whether by email, chat, phone, etc has become intricate to our business and how we operate. Cannot recommend this enough! Review collected by and hosted on G2.com.
Support for the back-end is sometimes difficult to reach. They will answer but it was not immediate for our needs. Has not always been an issue but has happened. Review collected by and hosted on G2.com.
It allows to create a handful of business rules that allow a seamless experience to the agents and at the end of the day to the customer we serve as a software company. Review collected by and hosted on G2.com.
At the moment, I would like many features that are offered via third-party applications, to be developed natively; this would allow a simpler configuration fo the tool. Review collected by and hosted on G2.com.
