Zendesk Support Suite Reviews & Product Details - Page 8

The software is good. It's nice to have the phone systems and CRM tied into one platform. Review collected by and hosted on G2.com.

Customer service, customer service and customer service. We've purchased their top tier plan and their services teams could care less. It takes days/weeks to get a reply and the answer is typically no helpful.

We've had the phone system randomly go down and had to pull teeth to get in touch with anyone who could assist.

Recently, we entered a trial on an add-on and chose not to use it. Bad idea. We emailed their team to stop it and it still charges monthly. They keep sending a guide on self-cancellation even though our account isn't allowing us to do so.

Zendesk would be a no brainer if they are unable to fix the poor customer service experience. It looks like they are trying to go full automation (poorly) so I, unfortunately, think it will only get worse. Review collected by and hosted on G2.com.

It helps in businesses management and streamline interactions over email chat, social media, and voice Review collected by and hosted on G2.com.

I had a bit hiccups in starting and later on time it eased up. Have faced downtime too. Review collected by and hosted on G2.com.

I like how Zendesk positions itself as the leader in support systems through angaging its community, purchasing key companies to aggregate value to their offerings and features (such as Ultimate for Ai features, including an AI bot, and Klaus for QA).

The best part is you get to test new features with their Early Access Programs, and take part in improving the platform as a customer. Review collected by and hosted on G2.com.

Not in support especifically, but related to it, is Explore. Zendesk could invest more time and energy in making Explore a more intuitive tool for analytics.

Also, making account managers more readily available would be nice. Review collected by and hosted on G2.com.

Zendesk allow us to manage user concern in real time via email and chat. There is also Macro that you can create to automatically fill out the fields. Review collected by and hosted on G2.com.

There is no auto refresh on your ticket bucket, you need to manually press the refresh button on the View side panel. Review collected by and hosted on G2.com.

The most helpful feature of Zendesk Support Suite is the possibility to automate tasks via macros. Macros allow for quick ticket routing to different departments, and standardized formatting for specific workflows. Upsides of Zendesk Support Suite are its user-friendly interface, event tracking within the ticket, integration with 3rd party tools, customization of views to extract personalized reports. Review collected by and hosted on G2.com.

Native markdown formatting is great, but there is no feature to turn it off for some integrations that instead require to keep markdown intanct and format after submission. This creates a much more time consuming workflow to revert formatted text to markdown. Review collected by and hosted on G2.com.

I really like the interface of chats and email that they have recently updated. Along with that the feature of member information that we can see on the right side and also on the left we can see whether the member is verified or not. Review collected by and hosted on G2.com.

Nothing to dislike but the interface can be more attractive. Review collected by and hosted on G2.com.

Zendesk has been instrumental in bringing support for our organization into the modern era. Compared to our previous solution, Zendesk provides the visibility, ease of use, and appropriate metric monitoring for our needs. We have been able to increase our technical support knowledge through the use of searching, tags, and knowledge base integration as well as provide our customers with a platform to find answers to their own issues. Review collected by and hosted on G2.com.

At times it has been difficult to get ahold of Zendesk support, but this has become less of an issue recently. Sometimes the the abundance of features that we don't use can overwhelm us while trying to find spefic configurations. Review collected by and hosted on G2.com.

I like how user friendly it is, how it summarises conversations and I like how it easy it allows me to send automated emails, and how easy it is to edit anything. Review collected by and hosted on G2.com.

I dislike how it does not allow me to delete emails that have been sent already, since sometimes I have sent wrong emails by mistake or if I have made a spelling error. Review collected by and hosted on G2.com.

Zendesk works fast, it doesn't limit the communication time between individuals. It's easy to access and we can resolve many issues that our customers query Immediately, making things easier for our customers and amongst each other. Review collected by and hosted on G2.com.

doesn't merge tickets, one can have many tickets that need to be attended to and solved Review collected by and hosted on G2.com.

It is very easy to use and makes life easy, by just searching for a certain department you're able to reach them. I use it every day at work and we communicate easily with our customers. Review collected by and hosted on G2.com.

There is nothing to dislike everything works perfectly fine. Review collected by and hosted on G2.com.