Zendesk Support Suite Reviews & Product Details

I like that I can easily setup workflows and multiple triggers to keep tickets moving. Using the basic stuff is great as a new user or as a non developer. Review collected by and hosted on G2.com.

I do not like that to use some of the more advanced parts of Zendesk you pretty much need to be a developer or spend some of your devs time helping setup some back end bit. I also do not like the pricing as you must pay it for all users in your system, even if the feature you want to use is only going to be used by 10 out of 200 users. You must still pay for all 200 users Review collected by and hosted on G2.com.

Generative AI, Agent Workspace, Guide, Chat, and Gather.

Zendesk has Ease of Use, Ease of Implementation, Ease of Integration, and it has Number of Features for Customer Support. These features has Frequency of Use Review collected by and hosted on G2.com.

There is nothing for the dislike in Zendesk. Review collected by and hosted on G2.com.

The product offerings are good, and it's highly customize-able to work for your enterprise organization,

We use Zendesk for our help center, which needs to be private and hidden behind an authentication. We were able to, with a bit of help from our engineers, hide our zendesk help center behind our saas cloud authentication and it was relatively easy to set up Review collected by and hosted on G2.com.

The customer support and account management teams are extremely lacking in knowledge

- our SMB account manager regularly does not respond to emails in a timely manner

- the platform knowledge of the support team/account manager is extremely lacking

- we have had an outstanding problem since February that required us to upgrade subscription, yet our problem is still unresolved

- despite multiple requests to the team working on our issues and communication that Zendesk is not working for us and preventing us from meeting our business goals, the account management team still does not respond to emails in a timely manner

Added Feb 3, 2025

While their product offering is generally good and very thorough working with their various teams continues to be a nightmare,

In Sept of this year I let them know of our intent to switch from a yearly subscription to a monthly subscription for our subscription ending in Feb 2025 and then I reached back out in January and then I was told that their contract does not allow a monthly subscription after being on an annual subsription. Further more no where in the contract that was signed does it indicate that a customer is not allowed to switch from an annual back to a monthly subscription.

While I understand what they are trying to do from a business standpoint, their business practices and the way they treat their customers are extremely shady. If I were you I would try to find another company to work with. Review collected by and hosted on G2.com.

The user experience is really simple; it consolidates all communications with customers in one place, whether through email, live chat or phone conversations. The ability to automate workflow tasks such as ticket assignment, response sending and interaction tracking is quite remarkable. As a result, we have been able to devote more time and energy to the conclusion of agreements. We can bring all customer interactions together in one place, they are saved and structured, so no one on the team has to go through multiple systems to find a customer’s history, whether it be via email, chat or a web form. Review collected by and hosted on G2.com.

It took a long time to set things up from the beginning, but the system is powerful and needs some changes before it can be turned on and used to its full potential. It took more time than anticipated to tailor the workflows and reporting matching our company model. Review collected by and hosted on G2.com.

The biggest impact with Zendesk Support Suite is the ability to have multiple support engineers collaborate on each other's tickets in real time in a live chat format. This has been a huge gain for knowledge share and collaboration! Review collected by and hosted on G2.com.

The initial hurdle we had to overcome was the lack of round-robin support out of the box. Even when attempting to use the Skill system for routing, it was a bit of a challenge adapting our process initially, but out team adapted quickly and it worked well for us. Review collected by and hosted on G2.com.

UPDATE 2025

I had to update my review here. We migrated away from Zendesk as the platform does not provide some advanced functionalities (unless you are ready to pay for everything).

We had to export the xml file with all the data, so the other vendor could import it, and guess what? We had to upgrade our plan and request for the functionality to be activated! Ok, done, but then the XML export did not work! It was a known bug and there was no resolution timeframe!

They also said you could export it with a third party app (be ready to spend 200$) because they will not cover the cost.

The excuse was (we are offering other export formats like json, csv), sadly, we needed the xml file so.

At today, there is still no resolution and we are paying for 2 systems because we have data stuck there and I'm liaising with the other vendor to get the data in another way!

Ok, the interface is nice and very easy to navigate through, it has a nice customizable view of tickets and it also integrates with Zapier, Monday, Automate and other third party apps.

The solution offers a live chat (with the right plan) and all the indepth functionality of a ticketing system (automations, articles, bots etc..).

If Zendesk is used for online customer service, website live chat then I would recommend it with a but. Review collected by and hosted on G2.com.

- It's only suitable for customer service/websites customer service. Not very ideal for more technical stuff.

- Be ready to pay for every single extra thing you would like to do. If you like to optimize the workflow to lv999, be ready to spend money in a plan upgrade, third-party apps because it lacks of functionalities.

- Almost every day there are Outage email notifications Review collected by and hosted on G2.com.

What I like most about Zendesk Support Suite is that it brings together all channels like emails, chats, social media messages, calls, etc. in one place. It is natural and fast, and it is something that you will have organized right away. Additionally, you can customize it to close deals workflow with tickets and automation, conditional functions, custom fields, triggers, alerts, and much more, which allows you to save a lot of time. Review collected by and hosted on G2.com.

Even Zendesk Support Suite, which has many excellent features, can seem like a daunting addition to set up for teams that have never used a competing platform. One of the less favorable aspects of this solution is the financial limitations, which can exclude startup companies. To obtain full functionality and enjoy the known integrations, you will have to upgrade to a certain subscription level. Naturally, this amount of money is not exactly insignificant when added to the subscription fees. The price and limitations associated with Zendesk Suite should not deter you. Even so, the cost associated with one of the offerings does not overshadow equivalent options from other providers in our Support Software ranking. Review collected by and hosted on G2.com.

Technology is decent, including bot add ins. Review collected by and hosted on G2.com.

There is a fundamental working challenge with this company which stems from their decision to move away from people-based accountability for supporting customer accounts. Like some other companies, ZenDesk moved solely to a ticketing based system where internal gig-style employees can pick up a ticket and help move things forward. Conceptually I can see where this could result in a 24 hour engine of support to ensure forward progress. However, the end result to the customer is that the lack of any individual accountability results in no one else having any empathy for the customer and seeing customer challenges from initial ticket through to completion. Team members are tagging other internal team members on the customer facing ticket to help each other understand what needs to be done to sign a contract. Our experience on our renewal has been one of the most embarrassing demonstrations of customer success for a company that is supposed to help you with customer success.

Because of the challenges in getting a consistent person to know what is going on and see what needs to be done to keep our account active, the account has "lapsed" twice, shutting down our customer ticketing and learning center requiring us to notify our end users on two different occasions. During each outage, the tickets are not met with any urgency or display of any empathy for this customer, despite the ball being in their court for most of our issues.

As the CEO of a health tech company, I hope that this experience is one that can help influence other decision makers when considering ZenDesk. I would strong recommend that you consider a different solution, one that prioritizes customers with a full team of responsibility and accountability with people owning the process for customer success and renewals. Review collected by and hosted on G2.com.

Zendesk is well-organized, user-friendly, provides lots of tools to perform different tasks depending on the business needs, offers multiple channels of communication to unify every interaction in a single place, and even though there are a lot of tasks that can be performed in this platform their system is very well done and stable. I have to use this platform every day since the channels we use to communicate with customers are located here and in my years of experience, this is the best tool by far. Review collected by and hosted on G2.com.

The only problem is that performing certain actions requires to have a higher level of expertise but after this, everything is good. Review collected by and hosted on G2.com.

What I like best about the Zendesk Support Suite is its comprehensive and flexible approach to customer support. The platform integrates a variety of support channels—email, chat, social media, phone, and even messaging apps—into one centralized hub, making it easy to manage all customer interactions in a single place. Review collected by and hosted on G2.com.

While Zendesk Support Suite offers a powerful and comprehensive set of features, there are a few drawbacks that users sometimes encounter. One common issue is the pricing complexity—Zendesk can be expensive, especially for growing businesses, as many advanced features are locked behind higher-tier plans, making it difficult for smaller teams on a budget to fully justify the cost. Review collected by and hosted on G2.com.