Zendesk Support Suite Reviews & Product Details - Page 5

Zendesk is infinitely customizable. I love the plethora of fields, automations, sorting, and reporting options that are at your fingertips. It's exremely easy to set up and can integrate with your existing support email addresses. Zendesk's support team is quick to respond to questions and they're always posting guides with tutorials on how to implement new features. Review collected by and hosted on G2.com.

The only thing I wish that Zendesk had was an active dark mode just to ease my eyes a bit! Review collected by and hosted on G2.com.

Zendesk is the best customer support platform I have found for UX for agents. Review collected by and hosted on G2.com.

So many capabilities, but need more education around how to use our suite to the full potential. Review collected by and hosted on G2.com.

You can easily customize trigger and automations. Customization is no longer a thing of power users or even IT professionals. That is really a benefit. Furthermore the zendeskians are always on track and implementing things the customer service needs and which are assisting agents in a great way. Review collected by and hosted on G2.com.

Acceptance of old fashioned Users is complicated. Personally I do not think we are using the plattform totally. There is lot more potential. Review collected by and hosted on G2.com.

The integration between components and the reporting capabilities Review collected by and hosted on G2.com.

UI changes to explore were a bit annoying to get the use of at first. Review collected by and hosted on G2.com.

What I like the most about Zendesk are the macros and views that can utilize our workaround. Review collected by and hosted on G2.com.

What I dislike is there are no options to duplicate the ticket and no features for dependency tickets to make it a child ticket. Review collected by and hosted on G2.com.

Zendesk has customizable and scalable solutions that any business could take advantage of. It's growing AI support will be a game changer in the coming future. Review collected by and hosted on G2.com.

Integral plans/features are locked behind a pay walls. Better pricing options should be made available.

Zendesk UI needs to be updated for agent use. Review collected by and hosted on G2.com.

Being able to manage collectively in one place. Review collected by and hosted on G2.com.

I can’t think of a negative, we love it! Review collected by and hosted on G2.com.

Zendesk is easy for my agents to use and running reports is simple. Review collected by and hosted on G2.com.

I don't like that I have to make agents 'administrators' in order for them to create new organizations in the system. Would like to see real-time data in reporting. Review collected by and hosted on G2.com.

Zendesk has an incredible ability to create living documents centered around the customer, keeping track of all communications and notes regarding their issue. Review collected by and hosted on G2.com.

For our business in particular, everything is centered around Organizations being the focal point of contact, and in Zendesk it can be hard to keep communications with multiple contacts from the same organization from becoming a bit of a mess. Review collected by and hosted on G2.com.

In the beginning, it felt easy to use and the triaging and categorisation system was helpful. Review collected by and hosted on G2.com.

Zendesk is clearly at a point in its journey where its aiming for maximum money extraction, minimum delivery. We had some issues and their service has been unresponsive, uncollaborative and rude. Its telling when any subscription makes it impossible to get help or cancel.

The product is also ageing and not fit for B2B use. Originally designed around B2C, a lot of our workflows are clunky and constrained by their system architecture, so it all feels quite manual.

I'd stay away and use Pylon or similar if you're building B2B support teams. Review collected by and hosted on G2.com.