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This review has been translated from English using AI.
Zendesk Support Suite has completely transformed how I handle customer support. Before using it, managing emails, chats, and social media across different platforms was overwhelming. Now, everything is centralized, making daily tasks much easier.
It was quick to implement and incredibly easy to use, even for less tech-savvy team members. We rely on it daily, and the automation features—like triggers and macros—save us a lot of time. The platform offers a wide range of features and integrates effortlessly with tools like Slack and our CRM. Plus, Zendesk’s customer support has been consistently responsive and helpful. Review collected by and hosted on G2.com.
While Zendesk offers a ton of powerful features, it can definitely feel a bit overwhelming at first—especially for smaller teams or those just getting started. There’s a bit of a learning curve, and it can take some time to figure out which tools you actually need and how to configure them effectively. Review collected by and hosted on G2.com.
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Zendesk really helps us tract client issues easily. We mostly use it to raise and track tickets when partners face problems with loan against mutual funds. It’s super easy to use, clean layout, quick ticket updates, and it keeps everything organized. I also like how you can add internal notes so the whole team stays in sync. We use Zendesk on a daily basis and this tool has made life easy. Review collected by and hosted on G2.com.
Sometimes the ticket update timestamp takes a while to reflect real-time changes, which can be confusing. Also, it would be helpful if we could close a ticket without assigning it first Review collected by and hosted on G2.com.
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We are currently a team of 6 analysts who use Zendesk on a daily basis. What impresses me most about the platform is its ability to organize the activities of our support project, serving more than 3,000 users and centralizing everything in a single environment.
With a clean and intuitive interface, it's possible to build a unified management, integrated with channels such as WhatsApp and Facebook.
The most interesting thing is that by analyzing the data using the Explore reporting feature, I can generate valuable insights for developing new products and business opportunities. Review collected by and hosted on G2.com.
I realize that the community here in Brazil is still not as active as that of our competitors. This results in less engagement and also less feedback on improvements.
This week, for example, there was a request for a dark mode interface option. We believe that a stronger community could have a greater impact on the development of the suite. Review collected by and hosted on G2.com.
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Ease of viewing and responding to tickets. Ease of collaborating with teammates who are not agents.
As an administrator of the account, I also love the plan management screen that shows pricing changes for add-ons and upgrades - it makes it very easy to calculate add-on charges and features. Review collected by and hosted on G2.com.
The integration with monday.com does not fulfill all our needs. It only pushes a new ticket through and doesn't allow us to see any comments updates over time. I wish that it would integrate so that when viewing a ticket in zendesk, we could link to a Monday.com item to update our customer records.
Also, at times, it's a challenge to find information that answers my questions in the help articles. They are really good articles, but I sometimes feel like it's a bit hard to find just the right one. Review collected by and hosted on G2.com.
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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.
We appreciate hearing your thoughts and insights, Miguel. We're happy to hear that managing all customer interactions is made easier with Zendesk.
We hear you on the extra costs for advanced features. We understand pricing is a concern, and we're continuously working on optimizing our plans to provide the best value to our users. We appreciate your feedback, and rest assured, we'll take note of this as we work hard to provide better experiences for everyone. Thank you for your support!
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This review has been translated from English using AI.
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.
Hey there Ifra! Thanks for taking the time to leave this amazing review!
We always strive to provide better support!
Feel free to send us any more feedback or suggestions via the link below.
https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk
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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.
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Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.
A lot of automation is possible with 3rd party automation tools as well as wide ranges of API, perfect during the GenAI era.
Ability to build custom apps is also a deal-breaking feature.
GenAI is natively integrated in various places. Review collected by and hosted on G2.com.
Some long customer wishlists such as security log features were never entertained over the years. Review collected by and hosted on G2.com.
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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.
We're glad to hear your feedback and insights, Carletta. Hearing from our customers is a great joy to our entire team. Your experiences and thoughts are invaluable to us as we continuously work towards enhancing our products and services. Our goal is to empower you to serve your needs more effectively. Thank you for your ongoing support; it means a lot to us!
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I can customize everything (views, webhooks, roles, permissions) to cater to my businesses needs and wants.
I've used Zendesk at two companies now as President, and have also adopted a make-shift 'sales' system inside of it to not pay for the standalone ZD Sales (will talk about later). Review collected by and hosted on G2.com.
Separate sales product, and poor integrations.
ZD Sell is a horrible product, and I mean just atrocious (the opposite feeling I have about their Suite).
To combat this, I've created a pipeline inside of ZD suite, for my sales agents, and created a sales form and some Webhooks with and without Zapier to not have the need for ZD Sell. Review collected by and hosted on G2.com.
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