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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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We use Zendesk not only for ticketing but also for our HelpCenter and LiveChat assistance. So far we are very happy with it, it enable us to offer a great support service. Review collected by and hosted on G2.com.
The only improvement I would suggest here (I believe it's been requested by some colleagues already) is to have an easier way to insert links. Instead of the usual "CMD+K" we would like to select the text and paste directly "on top" the link we want to insert. This is how other tools like Slack or Lattice work. Review collected by and hosted on G2.com.
Zendesk has revolutionized the way our company supports our customers. We previously used a very antiquated version of CRM solutions. Zendesk Suites tools, such as customer profiles, knowledge, and agent response macros has made our customer support a streamlined expereience for both our agents and customers. Review collected by and hosted on G2.com.
The set up of the system can be difficult if you do not have much expereince setting up systems and working with the back-end of email platforms. The customer is expected to do the majority of the on-boarding themselves using Guides online. Review collected by and hosted on G2.com.
Honestly, I don't like Zendesk. Beside my preferences, Zendesk was a tool that I had to use daily since we had to interact with the customers daily.
In our case we had two kinds of tickets, we handled emails and live chat, both options worked but not in the way that I was used with other tools.
I can highlight that we had an IKB to check and verify the procedures, in order to provide solutions to our customers.
I didn't like my experience with Zendesk but it is a tool that is functional. Review collected by and hosted on G2.com.
The thing that I always dislike about Zendesk was the notification sound in the moment when a chat was assigned to you. It was a loud and long bell sound, even if I tried to modified, I never found the option to change the notification sound.
Also, there was not a dark mode. This was a very important thing for me because I worked during the night and a lot of hours. The dark mode helped to avoid my eyes getting even more tired. Review collected by and hosted on G2.com.
They are very quick to respond and I love the PENT team my org was assigned. The knowledge base is extensive and easy to navigate. Review collected by and hosted on G2.com.
I don't love the responses I get. I'm not the most tech-savvy and some of the responses I get are a bit over my head. Sometimes they point to articles in their knowledge base, but the articles can sometimes be HUGE and hard to pinpoint exactly what you need in that article. Even when I provide screenshots of error messages, sometimes I haven't gotten a glimpse of a resolution/fix and instead a generic 'well I logged into your instance and didn't have this problem' and that's a bit insulting. Review collected by and hosted on G2.com.
Zendesk has an easy-to-use, mostly intuitive interface that makes it easy to collect the right information from customers. Review collected by and hosted on G2.com.
It is difficult to get customers to stay "in the flow" between knowledge bases and support requests. Essentially, it would be wonderful to be able to allow our customers to easily flip between a knowledge base for existing k articles and a support request function. Also, the CRM integrations are a bit limited if you don't use Zendesk Sell, so follow-up campaigns and organizing customers into preferrer heirarchies can be challenging. Review collected by and hosted on G2.com.
Zendesk is an Amazing All in on ticketing solution with chat! We use it on several of our customer facing web based applications and it works very well! support from Zendesk is also amazing next to none! Review collected by and hosted on G2.com.
The managment of users could be a little better, They could make it all in one instead of having to go to several differant pages to manage one user. Review collected by and hosted on G2.com.
We use Zendesk Support Suite primarily for the knowledge base "Guide" component. In our experience it strikes the perfect balance between ease of use and power and ability to customize. With third-party themes and components available you can do almost anything you want with little to no custom coding. Review collected by and hosted on G2.com.
Zendesk support is hit or miss in terms of helpfulness.
I'm very interested in using Zendesk Gather as a customer forums solution, but it's very basic and there aren't many resources available to support it. Review collected by and hosted on G2.com.
I like that you can assign tickets to different people, track each users communications, and use different platforms such as email, text, social media etc. Overall, we use it quite often and I love how it can notify me via email that I have a ticket when I am added as a follower. Review collected by and hosted on G2.com.
I find it a bit confusing to track down users sometimes. We have customers who tend to enter their information differently each time they contact us, which creates multiple users. Only frustration really. Review collected by and hosted on G2.com.
