Zendesk Support Suite Reviews & Product Details - Page 36

It's easy to use and set up. You can customize your instance to fit your support needs. The reporting piece, Zendesk Explore, is excellent. You can create custom dashboards and scheduled reports to keep track of goals. Review collected by and hosted on G2.com.

Zendesk used to have excellent customer support if you ever needed help with backend stuff. Recently, they removed the option to submit a support ticket and replaced it with a chatbot. It's a big step backward in customer support. Review collected by and hosted on G2.com.

I like the EVENTS feature of Zendesk. It allows me to see the steps taken during the ticket and helps troubleshoot any issues with the triggers. Customer Service loves this tool. It keeps them on their toes and proactive in serving the customer. Review collected by and hosted on G2.com.

I'm not too fond of the lack of features in the basic plan. Zendesk wants you to upgrade. I also don't like that you can't upgrade accounts for individual agents. For example, the reporting that an admin would only use. To get better reporting, you have to upgrade your entire account. Review collected by and hosted on G2.com.

I like how easy it is to set statuses for tickets and the customization included. Review collected by and hosted on G2.com.

Their customer service has not been as good as I thought it was going to be. We were not as supported as I thought we would be during implementation. Review collected by and hosted on G2.com.

I love using zendesk, I hadn't previously used an sort of CX ticketing platform so I was nervous coming in but the platform is so easy to use and navigate I was able to jump right in. Our CSM is also so great and helpful. Review collected by and hosted on G2.com.

I don't have any complaints, I really enjoy it. Review collected by and hosted on G2.com.

The ease of use. It's always been very intuative so with some poking around you can figure things out on your own. Or easily learn from their Zendesk U. Review collected by and hosted on G2.com.

That the support isn't live anymore. It's always via email. Many times issues are best resolved with a conversation with someone live. Review collected by and hosted on G2.com.

Zendesk provides everything in one place, which is very useful. It helps organizations to bring up all channels quick: Knowledge Base, Community, Support Email, Web, Chat, and phone. It supports a lot of integrations and customizations.

Extensive documentation is a good example for organizations on "how to do it" right.

API is powerful, well documented, working reliably, and is a good addition to the UI. Review collected by and hosted on G2.com.

However, the implementation is minimalistic and often insufficient, like Community, for instance. New features and improvements are coming to Zendesk too slowly. Visual component, though very distinguishable, is lacking behind the competition. UI/UX workflows haven't changed in years.

Yes, Zendesk has extensive, and probably one of the best documentation repositories, however, zendesk doesn't share its best practices with its customers, not only in the documentation world but in the support world as well.

Interestingly enough, that company whose entire business is helping others build support organizations doesn't have good support. Support managers do not open tickets with Zendesk support motivating it that it won't be answered anyway. Essentially, if you can't do something with zendesk - you are on your own. Review collected by and hosted on G2.com.

So easy to use and really helps us engage with our clients.

It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers. Review collected by and hosted on G2.com.

Nothing really. I heard that you are changing some of the features that we use like being able to see who is on what page at any stage on our cam site. Would like this feature to stay Review collected by and hosted on G2.com.

Zendesk Support Suite is super simplel to use and deploy. I was able to pass adminrights down to department mnagers instead of keeping in IT only. Review collected by and hosted on G2.com.

A little confusing to navigate at first. Takes a little time to find various menus. Review collected by and hosted on G2.com.

The variety of options when it comes to creating intents is impressive. It's fun to experiment using different features in order to get the best result, which would then be most practical and appealing for our customers. I really enjoy that API integration came along as it enables us to give very particular support. And last but not least, the team and their support are always there to suggest or test and even adjust things like dashboards, which is a great help and makes our lives easier ;) Review collected by and hosted on G2.com.

I can't say I see or experience any particular drawbacks about Ultimate itself, but if I have to mention one is that some processes or integrations might take a tiny bit longer, but I suppose the practice (and time makes) it perfect! Review collected by and hosted on G2.com.

I like how the Zendesk dashboard can be customized for our business needs. Support categories are constantly being created for new issues and the changes can be made fairly easy. Review collected by and hosted on G2.com.

The reporting is lacking. It has improved a bit from when we first started using it, but navigating the menus is difficult. Review collected by and hosted on G2.com.