Zendesk Support Suite Reviews & Product Details - Page 33

The tool works well for what it has been set up, but the customer support from account managers and customer success has left a lot to be desired for the past 6 months. Review collected by and hosted on G2.com.

When Zendesk acquired Base CRM and integrated it as Zendesk Sell, we were thrilled, as we were Base CRM's customers. However, several years later, Zendesk has failed to fully incorporate Sell as part of the Suite and solutions provided. It feels as if Sell lives in another place, which has caused a little trouble on our side. Review collected by and hosted on G2.com.

Our Customer Success Manager at Ultimate is fantastic - very available, interested in our feedback, and very very helpful. We have had lots of support in the implementation which has made the prosess seamless and fun. Review collected by and hosted on G2.com.

Nothing in particular, Ultimate Dashboard is an easy and intuitive tool to use. Review collected by and hosted on G2.com.

I love that everything you need is in one place, and intuitively set up. I set up automated chats for our website with very little instruction. And the macros feature has been a lifesaver. Review collected by and hosted on G2.com.

The only things we've ever had trouble with was connecting our customer service email address for forwarding. It wasn't a straighforward process, and took a while. But once we were able to get everything set up, it was smooth sailing. Review collected by and hosted on G2.com.

What I like most about the platform is the amount of information available about the customers, in addition to being a great place for customer service, help center, and customer support. The integration with Playvox is great too. Perfect tool for customer support. Review collected by and hosted on G2.com.

What I like least is the layout, it could be more intuitive. Review collected by and hosted on G2.com.

Zendesk has a solid mobile and web app. We like utilizing email transport to funnel support requests into the portal, where we can manage the scope of all support needs and requests, centrally. Review collected by and hosted on G2.com.

Zendesk has a little work to do with its Teams integration but they've been responsive in communicating their roadmap for continued development in this area of the platform. Review collected by and hosted on G2.com.

The Support Suite is very robust. Internal communication options are varied, allowing you to work in the product of your choice and link that internal communication to the ticket through integrations with Slack, Teams, Jira and more. Managing ticket routing is easy with triggers and automations to make sure the right teams are addressing the issue submitted and having managed canned responses for your agents is easy using their macros.

Having worked as both an Agent, Manager and Admin in Zendesk, the permissioning works well to make sure the right roles have the right access to best accomplish their responsibilities. Review collected by and hosted on G2.com.

If you have any issues with the system, you will have trouble getting resolutions from the Zendesk Support team. They will often not do basic troubleshooting, investigate examples you've provided, and sometimes not even provide resolutions. While their Support team used to be fantastic, it has decreased significantly in the past few years, first when they went to a swarming support method and then a significant drop again when they went private in 2022.

Posting issues on their community boards for their product will be hit or miss if you ever get a response from the Product team, and even if you do, the follow-up the Product team will likely not align with any dates or timelines they have provided you. Ex. If they say to expect an update by the end of the year, you might not hear anything for two years. Review collected by and hosted on G2.com.

What I like about Zendesk suite is that it is very easy to use. Under the agent workspace, you can have the summary of your tickets, customized views with permission on groups, role, but the beauty is with triggers and automation to easily route tickes or create complex workflow and automation. You have macros feature and an SLA function too which is quite powerful. We also push side conversation to Microsoft Team but this can be done within Zendesk too

Additionally, it has a customizable Help Center which gives you the necessary information that you need to know in your product and the steps to take when troubleshooting and a weaker Community/Forum Gather product. Review collected by and hosted on G2.com.

Main dislike is the inability to massage the data for Closed Tickets (so you cannot come back and change incorrect information for closed or archived tickets) which hamper the ability to accurately report from their Zendesk Explore (as data cannot be modified) - Zendesk Explore is a bit cluncky too. Review collected by and hosted on G2.com.

The ability to quickly and easily assign incoming tickets based on customer triggers and then apply automations. ALSO the ability to only accept tickets from specific domains, a great option for an emplyee-facing help desk Review collected by and hosted on G2.com.

while the kind of paid support you can get when you're first setting up is AMAZING

the kind of tech support you can get access to either for free or AFTER you are already setup is middling at best Review collected by and hosted on G2.com.

The ability to maintain an internal knowledge base and then have support workers use and search that knowledge base from within an inbounded ticket is very useful. Review collected by and hosted on G2.com.

I emailed my Account Executive to say I was having an urgent problem (our folders in our Help Center weren't working, and customers were inbounding about it). The AE didn't respond for 2 weeks, and when she did, she asked "is this issue resolved?" I should hope so, considering it was an urgent problem that happened two weeks ago. (I did get someone from ZD support who helped me identify the problem same day.) I was shocked and that it took this person two weeks to respond to my email, and appalled at her nonchalant response. I responded a couple weeks later to say how disappointed I was in Zendesk's customer service, and now it's been 8 days and I still haven't heard from my AE. For a company whose entire existence is about enabling organizations to have top-notch customer support, its support of its own customers is atrocious. While I'm grateful to the individual support team member who helped me solve my issue, the relationship my AE has created is nothing short of terrible.

I've been working with Zendesk for 2 years, and in the few times I've had to reach out to support, I've generally had a negative experience. Because I don't often need to submit a ticket, when the need arises, I find it almost impossible to figure out how to do so. It's not intuitive at all. And on top of that, It's almost impossible to get immediate support. Having these experiences over time taught me to try to solve everything myself and to try to avoid ZD support at all costs. Any time I did figure out how to submit an issue, I was unable to simply start a chat with ZD support using the chat bot. This was especially frustrating because that chatbot really makes it seem like you're going to talk to a live person, and then suddenly it shows a message indicating that you'll receive a response within 2 days. I'm honestly surprised that for a company whose entire existence is about enabling organizations to have top-notch customer support, it does such a poor job of supporting its own customers

As an additional frustration, I reached out to ZD Support to say that while I was setting my folders to automatically sort alphabetically, I wasn't seeing this actually happen. It turns out that Zendesk build this feature to sort articles on the front-end, but the back-end doesn't sort articles based on the user's configuration at all. This makes it difficult if not impossible to know for sure what customers are seeing when I'm working on articles in the back-end. This is a half-baked feature, and I'm shocked Zendesk felt this feature was appropriate to release when it was only half-done. Review collected by and hosted on G2.com.

The biggest benefit is to do an easy collaboration, finding the tickets, and having chats externally and internally simultaneously on an ongoing ticket Review collected by and hosted on G2.com.

There is not much to say but there are a lot tabs opening while searching for tickets sometimes creates confusion Review collected by and hosted on G2.com.