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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Zendesk was the only tool of it's kind that offered a generous six month trial to all of their products through their Startups program. I found Zendesk was an extensive and fully customisable customer support software, who offer a lot of support, training and offers to other useful programs - perfect for new businesses in the early stages of developing their customer service ability. I integrated Facebook, Instagram and Whatsapp with Zendesk and was able to offer an omni-channel support system with custom workflows, customer self-serve options and paths. Review collected by and hosted on G2.com.
The software can be difficult to navigate and customise, so it can take a while to familiarise yourself once up and running. The live chat widget has bot functionality, and it'd be amazing if there were preset template workflows to get started, as it takes a while to set your own up from scratch. Review collected by and hosted on G2.com.
I love how you can make a change and publish it straight away.
Ease use of the platform
Frances is amazing !!! I woud be lost without her ! Review collected by and hosted on G2.com.
Nothing I love ultimate , its the best ! Review collected by and hosted on G2.com.
Robust omnichannel platform, intuitive, comprehensive platform between channels Review collected by and hosted on G2.com.
Lack of quality tech support or takes a while to resolve issues. Tech support doesn't understand specific Zendesk instance (specific business needs) Review collected by and hosted on G2.com.
I love how easy it is to dive deeper into what ZD has to offer us. Also you can find pretty much everything on their FAQ page, and if you can't, you can easily reach out to their Support team and I'm sure they'll be there to help you. Review collected by and hosted on G2.com.
As of now, I didn't find a single thing to dislike about it. Please keep doing all the upgrades you've been doing and focusing on providing a great customer experience. Review collected by and hosted on G2.com.
Works very well out of the box, scales quite nicely.
The UI is easy for the eye.
The UX take a bit to get used to (especially the way the ticket progresses once a comment is made). Review collected by and hosted on G2.com.
Hard to make a self service portal where users can go through a prederminted tree of issue types.
Costs are rather significant and do not work well for internal usage at a small firm. Review collected by and hosted on G2.com.
Easy to get started
Lots of capabilities
Scales nicely with the org Review collected by and hosted on G2.com.
Sometimes a little challenging to figure out where specific features are located.
Getting integrations into backend systems more easily would be awesome. Review collected by and hosted on G2.com.
Zendesk Support Suite has a ton of features and integrations that ultimately help my support team function more effectively and efficiently. Review collected by and hosted on G2.com.
There's a bit of a learning curve for setting up Zendesk correctly especially if you don't already have a clearly defined process and established workflows. Review collected by and hosted on G2.com.
- The versatility of it being a omnichannel tool for customer experience in facilitating every day support queries from clients.
- Very versatile in covering major support channels that follow the times and most business needs Review collected by and hosted on G2.com.
- Zendesk Talk call qualities
- Several important enhancements that are crucial and beneficial for businesses should be considered and implemented for several Zendesk tools.
- Response time of Zendesk's customer support Review collected by and hosted on G2.com.
It took a little while to get use to the navigation and learning where tools are. Once I learned, using Zendesk is quite easy and it's easy to train folks on. This is my first time using this type of platform. On the ticketing side, I think it's less complicated than ServiceNow but it's still a little tricky configuring and getting it started. But once it's all said and done, it's quite a nifty tool. Review collected by and hosted on G2.com.
The explore tool has given me a lot of headache. I think there's too much customization. Some folks like that, but for me and my team, it's slowed down our reporting processing and it add development time. I wish explore was a little more streamlined. Also, the amount of customization when it comes to theme and layout isn't as easy as it looks. ZD only supports one theme really and doesn't give much support or easy designing to change up the look. You need a coder to turn the platform into something unique and different. Review collected by and hosted on G2.com.
