Zendesk Support Suite Reviews & Product Details - Page 42

Ease of use. plugins, and flex, and popular product. Review collected by and hosted on G2.com.

if you're looking for a system that will give you everything out of the box, this isn't it, needs to be masssaged and customized. Review collected by and hosted on G2.com.

The basic tools are perfect for Support/CS workspaces that don't need a high level of complexity.

Zendesk Guide is fire tho. Review collected by and hosted on G2.com.

Every time you want to customize something Zendesk won't let you.

You want to insert HTML through a macro? Nope

You want to insert a HTML through a markdown in a Macro? No

You want to send manually customer surveys to guarantee that the client answers at the same time he sees the final answer? Nope

The examples i gave above are the last issues I had while trying to implement change in our support workflow, but this applies to every other tool. Your development culture is based on not letting your customer customize tools to their own needs.

And the thing is there is no real competitor, only micro services between each country. Review collected by and hosted on G2.com.

It has a robust suite of APIs to manage support tickets. Review collected by and hosted on G2.com.

It's too complex and the developer documentation + community isn't very helpful Review collected by and hosted on G2.com.

There is nothing I find valuable about Zendesk. The products are clunky, the support is non-existent after you get thruogh the sales process and they constantly try to sell you bot interaction as the future of Customer Care but their own bot is terrible at resolving issues. Review collected by and hosted on G2.com.

Everything. The way they handle issues is a pain, their products don't feel like they were tested by real customer care agents and are missing major features that inhibit the functionality of the products. They constantly upsell you on the next tier which means paying more per month to get very basic features. Review collected by and hosted on G2.com.

ZenDesk has allowed us to quickly communicate with users via macros, making the process much faster. Review collected by and hosted on G2.com.

It would be helpful to be able to format the signatures, ie. use hyperlinks. Review collected by and hosted on G2.com.

It's a user-friendly tool to connect with cross-functional teams and customers. Good data managers provide accurate details regarding tasks. Easy to connect with customers. Review collected by and hosted on G2.com.

Nothing much to dislike in Zendesk. if the app updates with more user friendly options and provides customisation tools more then it helps more to all platform people in industry. Review collected by and hosted on G2.com.

Ticketing system, knowledge base and it's easy to run most reports Review collected by and hosted on G2.com.

You cannot run live reports or history reports on agents use of time in the call queue Review collected by and hosted on G2.com.

It was a very cheap and quick support suite to set up. Their support was responsive. Review collected by and hosted on G2.com.

The customer facing portal was not customizable at all. It classed with our branding. Review collected by and hosted on G2.com.

We're really happy with the integrated email and chat dashboard for our agents (Agent workspace) and the ability to mange useful reporting, automated responses, and Answer Bot resolutions. The SLA functionality also helps agents stay focused with 'top-of-the-bucket' prioritization so they don't have to spend cycles trying to figure out which ticket is most important, or lose track of tickets in the queue.

We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers.

Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process.

The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com. Review collected by and hosted on G2.com.

It's clear that Zendesk has been a work in progress over the years, and several modules do not sit tightly with each other. Chat, for example, was developed by Zopim, and it's clear that it's been copied/pasted into the layout. Configuration is especially painful and takes place on two different dashboards. They've consolidated some of the settings configurations, but it still feels cumbersome, and agent permissions management still jumps you back and forth between various configuration menus.

Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing. Review collected by and hosted on G2.com.

I like that there are routing abilities and grouping areas. I also thing that the use of AI will be great. Review collected by and hosted on G2.com.

There should be a sandbox where we can test things out before going live. Review collected by and hosted on G2.com.