Zendesk

What do you like best about Zendesk Support Suite?
Zendesk is infinitely customizable. I love the plethora of fields, automations, sorting, and reporting options that are at your fingertips. It’s exremely easy to set up and can integrate with your existing support email addresses. Zendesk’s support team is quick to respond to questions and they’re always posting guides with tutorials on how to implement new features. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
The only thing I wish that Zendesk had was an active dark mode just to ease my eyes a bit! Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
Before Zendesk, tracking our support metrics was not clear, and we did not have the ability to drill down into agent performance to help coach where necessary. Zendesk makes it easy to compare volume and data over time, and even the standard dashboards contain extremely useful information. Without Zendesk, it would really be tough for us to track prior customer conversations. When we know how often someone has contacted us and through what channels, we can proactively anticipate what may be next and cater to their needs. Review collected by and hosted on G2.com.

What do you like best about Zendesk Support Suite?
I really like how Zendesk Support Suite has everything you need to handle customer service smoothly. It lets you manage customer questions from email. This makes sure every customer gets a response and keeps the service consistent. Also, its easy-to-use interface and detailed analytics make it simple to keep track of how well the support team is doing and find ways to get better. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
Honestly, there’s not much to dislike about Zendesk Support Suite since it’s great for customer support. If I had to mention something, it would be that it can feel a bit overwhelming at first because of all its features. But once you get the hang of it, those features really help in managing customer interactions well. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
It is particularly helpful in resolving merchant queries over email. It centralizes all email communications in one place, allowing you to track and manage these interactions efficiently. This ensures that you can respond to merchants quickly and keep a consistent record of all communications, which is crucial for maintaining strong business relationships and handling any issues that arise effectively. Review collected by and hosted on G2.com.

What do you like best about Zendesk Support Suite?
As a user what I like the best about ZenDesk is its comprehensive feature that allows Customer support and has capabilities of integration with other systems like Google Suite (Google Sheets), frequency use, and automation systems for responding to some tickets. Additionally, due to its advanced features, it allows customization according to the company’s specific needs and is easy to set up. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
ZenDesk support suite has advanced and complex features that require IT resources for configuration and customization according to the company’s which also needs Budgets and extract costs. this could be a barrier to start-up companies that have small capital and low-skilled labours that might need the training. moreover, functionality of mobile app is not efficient for the users because of its slow-down during the process. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
ZenDesk Support Suite is solving various essential problems for our client engagement department including the Hotline and customer service team. In managing the client inquiries from various and multiple channels are being centralized in a single platform which is ZenDesk where we create categories of claims and tickets on every category. Additionally, ZenDesk is solving manual repetitive tasks and errors to automation which leads to reducing time taken for responding and SLA compliance. Review collected by and hosted on G2.com.

What do you like best about Zendesk Support Suite?
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.
What do you dislike about Zendesk Support Suite?
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.
What problems is Zendesk Support Suite solving and how is that benefiting you?
Zendesk has provided me with a robust management solution for handling both user requests and internal project tracking. Before implementing Zendesk, managing these processes was time-consuming, and there was no centralized source of truth or a dedicated area for users to reach out to. With Zendesk, I’ve been able to standardize the support process, which has significantly improved efficiency. This standardization has enabled me to handle more requests and projects while providing more granular insights into each open issue. The ability to centralize and streamline these processes has been a game-changer for our operations. Review collected by and hosted on G2.com.

What do you like best about Zendesk Support Suite?
I would literally like to say that I have been working over Zendesk more than 3 years and never though of switching the siute as this has helped me so well with navigations and has great features. I work in customer support and this has helped me in navigating the details, has great integrated sites for quick work. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
There is no such thing as I never worked on a better site than Zendesk Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
I use this for live interaction with my sellers and buyers , the zendesk page has quick access to the entire details of the memebr reaching to me for support. Zendesk helps me quick rewsolve the concern byt providing all the details on my fingertip. Review collected by and hosted on G2.com.