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
Log in to view review sentiment.
Easy to use and the functionality is its strongest point Review collected by and hosted on G2.com.
Still at evaluation stage and would not be fair to highlight any deficiencies Review collected by and hosted on G2.com.
Ease of access, all in one solution, integration with existing platforms, opportunity for multiple accounts with their own settings and support possibilities, clean interface. Review collected by and hosted on G2.com.
Changes to layout and structure of support tickets without opportunity to use the old format, some less than perfect features, reporting is a bit in the weeds and could be better explained. Review collected by and hosted on G2.com.
I like using Ultimate because it's convenient, reliable, and always innovative. I've been using this platform for a year now and since the beginning, it has evolved a lot to offer solutions that ease my work as a Virtual Agent builder. I can always count on support if I face any issues or if something is not clear to me. Review collected by and hosted on G2.com.
Having said that Ultimate is always evolving, it sometimes takes time to get used to some changes, however, once you get a hang of it, you can see many benefits. Review collected by and hosted on G2.com.
Zend Desk is user-friendly and flexible to adapt to your business needs. It is powerful in offering great options to customize things to your requirement. Trigger and Automation are so far the most powerful tool. I also, love the explore Reporting and Analytical tools. Better than all the other services available in the market. Review collected by and hosted on G2.com.
Some basic stuff is missing which I am surprised to know that the ZenDesk product team has been working on adding for years. Lookup relationship fields missing from Explore, Not being able to add missing fields to the closed tickets. No Rich text option when you set up notifications through automation, No audit logs or stats are available on the explore for notifications sent through the automation. Review collected by and hosted on G2.com.
We've been using ZD for years now. We like how seamless the workspaces are. We mostly use Talk and email ticketing systems. And now with the new agent work space, it seems like there's an effort to improve overall usability, which we always appreacite. Review collected by and hosted on G2.com.
Not much to highlight here, setting up custom explore reports can become a bit tidous. It's quite complex and fidgety. I wish we could leverage templates and enhance overall usability. Review collected by and hosted on G2.com.
The efficiency our team has gained in handling tickets and the automation has been the biggest benefit. The reporting tools are fantastic. So much information at our fingertips now. Review collected by and hosted on G2.com.
I'm not a fan of the messaging feature. It's confusing bouncing back and forth between live messaging and "non-live". We have had to create multiple triggers and different routing configurations to ensure agents are not just handling tickets from messaging all day rather than a mix of talk, email, and messaging. Review collected by and hosted on G2.com.
ZenDesk allowed us to bring all of our contact methods all into one place, which is a HUGE timesaver for us, and has made us much nroe accurate. We've gone from having hundreds of tickets open at any given time to about 20 per day. Review collected by and hosted on G2.com.
Setup can be a little challenging. All of the custmization options can mean that there are too many options, and it can sometimes be difficult to decide the best way to accomplis goals. Review collected by and hosted on G2.com.
I liked how clean it looked, and how when you opened a ticket all of the information you needed from previous interactions was there at your fingertips, you didn't need to go searching. Review collected by and hosted on G2.com.
The live chat service, it is/was terrible. There was no way for a manager to take over a chat. The chat transcripts automatically emailed, was nice but not necessary. Not having the live chat open on a different tab made it difficult for our team to navigate and it was over all not user friendly for us. We have since reverted back to the old chat system and it is working out wonderfully! Review collected by and hosted on G2.com.
I use it a few times to talk to clients, I like the good functionality of the app, and regarding the usage, the little I used it, I liked it a lot, considering that the app is good. Review collected by and hosted on G2.com.
"Sometimes it freezes due to the internet, but other than that it works perfectly. At the moment, I believe they are okay for all purposes. I am still not very familiar with the platform." Review collected by and hosted on G2.com.
