Video Reviews
Good Tool for customer service
Zendesk Support Suite Review
Convenient and easy to use chat tool. Great for connecting with customers!
6,149 Zendesk Support Suite Reviews
Overall Review Sentiment for Zendesk Support Suite
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-I like that I can keep track of tickets- from those that need my urgent attention to those that are of low priority.
-I like that I can easily respond to incoming emails instantly.
-I like that it has a customer-friendly structure that makes customer support easy.
-I like that it has features that are easily adaptable. Review collected by and hosted on G2.com.
I dislike the fact that I am unable to delete an email/response sent by mistake to an external person. Review collected by and hosted on G2.com.
I’ve been using Zendesk Support Suite since the end of April, and my experience so far has been overwhelmingly positive as I have used this every day since we onboarded.
Ease of Use: Zendesk’s user interface is incredibly easy to use for both agents and admins. The platform strikes a perfect balance between offering granular control and maintaining discoverability, ensuring that settings and features are not buried under layers of complexity. This makes it straightforward to implement and deploy new features as needed. While there was a bit of a learning curve with the reporting tools, this was primarily due to the custom needs I had. Fortunately, my admin was able to not only meet but exceed these needs, making the investment in learning well worth it.
Onboarding Process: The onboarding process exceeded my expectations. It was simple and well-supported, with our sales representative guiding us through much of the setup and training. This hands-on approach made it extremely easy to implement Zendesk and get our operations up and running quickly.
Features and Functionality: One of the standout features is the ticketing system, which I find very easy to manage. It allows me to effortlessly keep track of requests and address our users' needs efficiently. Additionally, the robust reporting tools provide the ability to generate detailed, customizable reports, which has significantly improved our decision-making process. The platform’s overall simplicity in customization has been another major advantage, enabling us to adapt it perfectly to our workflows.
Performance and Reliability: I’ve experienced no notable impact on performance and have had no reliability issues with Zendesk Support Suite. The platform has been consistently reliable, allowing us to maintain our support operations without any unexpected downtime or disruptions. This level of performance stability is critical for ensuring that our customer support runs smoothly.
Value for Money: The value-for-dollar ratio with Zendesk Support Suite is high. The time savings alone, coupled with the powerful reporting capabilities, have saved me more than the cost of implementation for the year. This makes Zendesk not just a cost-effective choice, but a strategic investment in our customer support infrastructure.
Customer Support: The support from Zendesk’s team has been excellent. The sales process was refreshingly non-pushy, with our agent focused on understanding our needs and ensuring we were set up correctly. Even after implementation, our agent continues to check in regularly, offering support as needed. Review collected by and hosted on G2.com.
Integration with Microsoft Teams: While the current Teams integration provided by Zendesk works well enough, I would love to see a more robust and deeply integrated experience within Microsoft Teams. As I transition our company to using Teams as our main method of office communication, having a more seamless and feature-rich Zendesk integration would allow us to move most of our support structure directly into Teams. This would greatly enhance our efficiency and collaboration, making the support process even smoother. Review collected by and hosted on G2.com.
It can allow you to customise your support system with a lot of automations, which results in a smart support system. Review collected by and hosted on G2.com.
I think that is not very user friendly, there can be more instructions within the platform, rather than going to the help center all the time hoping to find an answer. Review collected by and hosted on G2.com.
It is great for managing customer interactions across multiple channels in one place. The interface is intuitive, and the automation features help streamline workflows, saving a lot of time. It's an excellent tool for providing fast and personalized support without any issues. We can easily integrate it with other tools. We have been using this tool for both customer support and internal escalations and it's really easy to implement. Review collected by and hosted on G2.com.
Somtimes It takes few minutes to load when multiple tabs or ticket tabs was opened. It's not an system issue though. Review collected by and hosted on G2.com.
Zendesk is a great tool for helping customers. It lets you manage tickets, offer self-help options, and track customer interactions. This makes it easy to provide quick and helpful support. Review collected by and hosted on G2.com.
Zendesk can be tricky to learn, especially for new users. Setting it up and customizing it can be complicated, and you might need some technical help. Review collected by and hosted on G2.com.
What I love most about Zendesk is that I'm able to interact with other departments within the organization by simply raising tickets. I'm also able to open pictures, files, and videos sent by customers via email. I also love the fact that I'm able to choose if I would like my email to be internal or public. Review collected by and hosted on G2.com.
It sometimes shows the incorrect time of breached tickets. When I try to send an email it sometimes says email not sent please try again! Review collected by and hosted on G2.com.
It is more easy to use compare to other ticketing tool like ServiceDesk Plus(SDP). Specially the macro which helps me to give fast response to the users who need our help as IT. Review collected by and hosted on G2.com.
The rating system it should has a comment whenever you give ah good or bad satisfactiong rating Review collected by and hosted on G2.com.
Zendesk can be managed, monitored, and used reliably as a support platform. Review collected by and hosted on G2.com.
Zendesk can't delete some other error file. Review collected by and hosted on G2.com.
*Easy to understand and use
*The Macros are easy to implement to my daily usage
*Fast and easy to pullup the data of previeus tickets
*Easy to create report on the overall performance statistics of supports Review collected by and hosted on G2.com.
Recently we are experiencing some slow loading issue, but beside that all is good for me. Review collected by and hosted on G2.com.
