Zendesk Support Suite Reviews & Product Details - Page 2

What do you like best about Zendesk Support Suite?

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.

What do you dislike about Zendesk Support Suite?

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.

What do you like best about Zendesk Support Suite?

Love that it gives us both a helpdesk and also ticketing system all under one platform. Its super powerful, an gives the ability for our franchisees to regularly check in and find what they are looking for. The insights and data points we get are also super useful and help ensure our help desk support content is meeting the demands of the franchisees. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

I find the setup quite tricky. As a non technical person, all of the email connection tools (while powerful) are quite hard to get working. Review collected by and hosted on G2.com.

What do you like best about Zendesk Support Suite?

Easy to navigate, beginner-friendly. Can be used on both mobile and PC. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

There were instances where we had to redo linking our IG and Facebook accounts because it constantly failed. Customer Support takes a while to respond. Review collected by and hosted on G2.com.

What do you like best about Zendesk Support Suite?

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.

What do you dislike about Zendesk Support Suite?

- 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 do you like best about Zendesk Support Suite?

I like the fact that we can share the inbox with other reps and we can see and share answers and customers. I also like the fact that we can build in automations and answers in the messaging center. I also liked that if some of our partners used Zendesk, we could share tickets. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

I would say the thing I disliked the most was the cost. It was to high of a price for our small organization. Review collected by and hosted on G2.com.

What do you like best about Zendesk Support Suite?

As an admin, been able to control my system up to the minimum detail is the best Zendesk has, I have all type of communications linked to my system and agents have less tool to use, which helps with productivity. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

The new AI system, it is still too new and the intents' system is not really super easy to use based on our specific needs. Review collected by and hosted on G2.com.

What do you like best about Zendesk Support Suite?

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.

What do you dislike about Zendesk Support Suite?

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.

What do you like best about Zendesk Support Suite?

Zendesk Support Suite offers a clear, intuitive interface that makes managing support tickets easy and efficient. The ability to track, prioritise, and collaborate on customer enquiries in one centralised platform greatly improves response times and service quality. Integration options and automation features also help streamline workflows and reduce manual tasks. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Support Suite?

Reporting is available; however, it is limited under our current plan. I would generally consider the functionality we require 'basic', but it would require upgrading to a higher plan to access. Review collected by and hosted on G2.com.

What do you like best about Zendesk Support Suite?

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

What do you dislike about Zendesk Support Suite?

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.

What do you like best about Zendesk Support Suite?

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.

What do you dislike about Zendesk Support Suite?

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.