Zendesk Support Suite Reviews: 4.3/5 — Solid Choice

The technical support resource should be very knowledgeable and should resolve the issue and take ownership from start to end

Delay in response time and no ownership by a single resource.

I am trying to create some triggers which are not firing but not getting any timely support.

Multiple integration points with many third party apps and having an open marketplace.

Old features are still mixed in (e.g. chat) with the new features. It was confusing for my team to implement as a first-timer. We had an account exec who onboarded us but still leaving us cold for key issues that we haven't solved. Knowledge base articles cannot be assigned to multiple sections without doing lines of code. Last I checked, other users have been requesting the same feature since 5 years ago! And Zendesk still hasn't worked on it.. This is how you lose customers.

Customer support. Not much benefit accrued from the value proposition communicated.

To be honest, there is nothing here I like best. Every part I have used so far is inferior to past experiences with platforms such as Freshdesk and Salesforce.

Nobody is available to call or arrange to schedule to talk and share screens. I am sent to poorly written articles that lack clarity and assume a level of understanding already. I have just started using Zendesk after using Freshdesk and Salesforce for years and the lack of help is appalling. I just want to spend time on a call to discuss how to do reports. I am sent the same articles that do not answer my questions by people on the Chat who evidently do not know the system and just refer to articles found in keyword searches.

No benefits. I need to know how to build simple reports but no one has yet provided any help. I will be recommending to my leadership team to change platforms immediately.

Clean interface, not a lot of clutter, easy to use

Very limited workflows, no way to forward emails to existing tickets, limitations on scheduling

This tool helps us quickly respond to our customers and manage our low volume of tickets

there isn't anything about zendesk that i particularly "like," i feel like everything is mediocre / could be better

everything is so disconnected. you advertise an "omnichannel experience" with agent workspace, but that doesn't include SMS and requires outside integrations for everything else anyways. there are so many essential features that are missing, and when i find feature requests in the forums, they're all from years ago with no recent updates from Zendesk.

we use it to communicate with customers and provide customer service, not sure what else i can say about that lol

Zendesk Guide is relatively user-friendly. You can make changes to code and content without being an engineer. For this, we are grateful as it means we can have multiple people on customer-facing teams help with writing content. If you're into using one software for all your Support and Content needs, you may like Zendesk—but keep reading to see what you're getting yourself into.

Zendesk Support Team will send you articles upon articles that you have already read and then will ask, "Is there anything else I can help you with today?" before ever helping you. I have yet to have a good experience with Zendesk Support. Help articles are wordy and contain way too much information for anyone to digest and act on. Reporting is lackluster at best, for the most common use cases even. Gating content is not a thing unless you use the entire Zendesk suite of products or require your customers to create another login. There is little flexibility when it comes to housing paid content, which isn't ideal. All in all, no one on Zendesk's customer-facing team seems to understand their product fully. Integration wise, it seems like connecting is more manual than it should be.

We use Zendesk Guide for our Help Center. The benefits are: easy to use (when it comes to your day-to-day tasks), allows for review of articles before publishing, easy to maintain content, and the Zendesk community is helpful.

I liked until they changed the account from 5 EUR per user/agent to 50 EUR

Changed the price and removed my benefits.

Customer Service

The products are brilliant. Nice GUI with easy ticket management including creating, updating, and solving tickets.

The support is horrible and the product managers are even worse. All you get is pre-made replies where they don't read what you've stated so you'll have to repeat yourself over and over again.

The everyday ticket handling with our customers.

UI from an agent's perspective is clean and easy to use.

There are a few quality of life improvements that have been mentioned many times in the community - Zendesk would do well to action these.

We are integrating all brands across our group into one Zendesk instance as we streamline our customer support approach.

I like that it has a lot of settings we can configure and also that it has text/calling integrated- most zendesk comps tell you to just use a different software.

It usually takes their support over a month to answer tickets which is insane. Our latest support ticket was answered 2.5 months after we submitted it. They don't fix bugs or make new features often. We have a few persistent bugs we have reported that are experience breaking. We reported them over a year ago and nothing has been done nor have we been given any sort of timeline. You are locked in to annual contracts for seats so if need goes down you'll still have to pay.

Support- it has been good to centralize support for a few different areas of the business.

It's possible to set some filters on the emails that come in, such as noticing when you just get an out of office reply. There are also good macros and templates to set up to enable speedy responses. We have used Zendesk for years now, for a while they offered something that couldn't be found elsewhere.

The interface has become less intuitive over time and admin management - impossible. Logged in as lead admin, I could not cancel or change my account without emailing their support. When trying to add another member of the team, the interface told me they already existing as an admin, and yet when they tried to log in or do a password reset, they were told their email didn't exist. Support didn't seem to know what was going on either. Other solutions now offer month to month billing, easy cancelation or flex up and down, and for about a fifth of the price. We have actually set up just a form with a "help at" address and used some gmail filtering.

Lots of our subscribers buy from the merchants who advertise with us and when they don't get the goods in time or they have issues with customer service they will email us for assistance.

Tool itself is pretty solid. Covers email support capabilities and allows the automation we need. A bit over-complicated and tough to maintain but still does the job.

The only thing that vendor cares about is that you pay $ on time. Support is one of the worst I've ever seen anywhere. Weeks with no response to an issue raised. No ability to talk to anyone from Customer Success (do they even exist on Zendesk side??). Sales Rep assigned to us ignores any issues and doesn't respond to any concerns at all! No ability to escalate, asked to talk to someone - nobody cares. Have to move to a competitor after year 1. To Management at Zendesk - you got to really do something with the attitude. It's just not OK to handle your customers this way. Paying money to be completely ignored is not a nice experience.

Email support.

It shows ticket history and has a contact database

Zendesk has little flexibility and options, since we have switched to it the amount of emails that end up in customers spam folders has increased greatly.

Proactive outreach to customers over issues

The tool itself is good and easy to use for the agents.

The support service is horrible. I sent them an email like a week back and still haven't received any response. Not sure, how much time do these guys need to respond to an email!! The chat support also does not work. Only teh bot responds and not the actual agents.

We use it to maintain client tickets.

It was free at first -- and, it turns out, not worth it.

The worst thing about Zendesk is their slow and useless customer support. Ironic, right? Also though, the product is poorly designed and the modules did not work in sync with each other.

Handling customer support tickets, including live chat and email.

Absolutely nothing. I can't believe I lived with them for 2 years. that's on me. They were awful from the start and never got better.

Their bot on the 'Help' section offers NO info and runs you in circles. There is no way to start a ticket or email support that I can find. Any search on how to reach support sends you to their 'help' page - with no option for contact. When you call, they never get back to you. So ironic that support company is some of the worst support I've ever experienced. I dislike everything about them. The support is awful. The platform is confusing. Help doesn't exist.

We needed a Knwodgle base and chat. No benefits realized.

The helpdesk was ok, nothing special but worked pretty well.

In terms of the tool: It's not intuitive at all, the UI feels like it's from 2005 and is missing a lot of basic functionality in comparison to other tools like Intercom. Team organization is difficult, and if you are a small team and aren't using the chat support function, it can get very messy very quickly. In terms of customer service: For a company that's in the customer service industry, it was absolutely horrible. We had to send no less than 20 emails to our account manager just to get our account cancelled. We frequently had to follow up 2-3 times before we got a response from them, and their 30 day cancellation window for a MONTHLY subscription makes no sense. Stay far away from this product unless you want to be trapped in a contract and receive no support whatsoever.

General customer support tickets, and helpdesk.

I don't think there we found any direct upsides to using Zendesk Guide. The text editor works fine, although it feels like an ancient WYSIWYG without any of the functionality that is to be expected from an online text editor. When editing the Template for the helpdesk, it was nice to see a LIVE preview of what was happening.

Template system is very limited, had to set up custom API etc for menus. Bad support, last we reached out they kept forwarding us to other departments until we received no reply - and our knowledge base got shut down because the billing page wouldn't load. It was also impossible to natively find out which pages were most liked (which is an internal zendesk functionality for knowledge base articles). We had to set up an API to request the information and put it into a different system / database. Also it is baffling to us that there have been requests to get "Code Snippets" (something as easy as) into Zendesk - but for years these tickets have been "Open". I don't think there are any developers working on the knowledge base anymore. Going for Zendesk has cost us plenty, despite them giving us one year free as a startup plan. It's been down multiple times due to their "startup coupon" disappearing from our account. And now that we were ready to pay, we were unable to - and they closed our account and deleted our support ticket while we were asking for means to pay for our subscription. Probably the worst company / solution I have worked on for years.

None. We thought Zendesk would give us an easy system to maintain articles and knowledge about our platform. It was encumbering to use, even logging in would sometimes require some internal tech support as they would throw you between products when logging into the Knowledge Base.

Zendesk allows you to integrate to other systems like slack

Auto-renewals with no consent, it took me 2 weeks to get any answers on my issues. Aaron in Financial Operations will claim their MSA doesn't allow you to get refunded despite no clear consent to renew.

Honestly I am not happy with Zendesk at all and the won't let me out of my contract - do not purchase.

There really isn't anything special about Zendesk to be honest. In fact, they may be a bit too big for their britches because they do not care for those with small engagements.

Support is delayed, incorrect or vague. Reporting is a total cluster unless you have the time and patience to mash together Insights, Explore and Excel. Zendesk does not stay apprised of the latest versions available for their integrations and consistently refer you back to the other vendor.

Other than being a ticket management tool, there have not been any benefits. In fact, we learned recently that our use case is completely inappropriate given that Zendesk was not designed for outbound/proactive outreach to customers.

I like the option to be able to email my customers through a different platform, while somehow navigating their accounts in the system with the account number. its a very basic process, simple to learn easy to use.

It has navigational malfunctions, i felt a bit uneasy choosing how to proceed with canceling orders because they are divided into muliple order numbers you have to handle individually instead of grouped better. This made it harder to remove autoships because i had to click on multiple accounts and find the right options. we all shared the same account on multiple computers at the same time under my manager liz.

I am solving my death and had head injuries from their call center. usually a lot of angry customers threatening to sue or saying we were the worst support ever, seemed like communications weren't getting through on our side or we delivered bad customer support.

What they could've provided us. They have some really great product and solution it just take forever to setup and the customer support is really bad.

Support and customer service in general. I've been wasting my time for more then a month now trying to make it work whit our "special case" because every time i send an email, they take 4-5 days to reply and when they do, its never a straight to the point answer. Worst customer service i've experienced in a long time.

None

Zendesk is fairly easy to use and implement.

Very poor customer service after you join. It became clear to us that we were not a large enough company to get support. In less than one year we have had two fairly major issues: 1. We get notifications weekly and sometimes multiple times a day that our POD is down or experiencing service errors. We have tried to get a reply to inquiries about what is happening and still do not even get an acknowledgment that they are aware of the issue. They just ignore our inquiries. 2. In the sign-up process the sales representative gave us inaccurate information. Because we are seasonal we told him we need more agents for several months and then less. He told us we could add and delete agents on a month to month basis. When we did that we found out that each agent will be billed annually instead of monthly. Not a big deal but since we were told something different from the rep we wanted to sort it out. Zendesk support was not interested in even listening to our concerns. Their support motto seems to be "Ignore the issue until the customer wears out and gives up." It worked on us.

Answering customer emails.

Nothing anymore. It's really just the bare minimum they offer.

I'm really fed up with Zendesk not fixing the basic functionalities so many customers keep complaining about for +5years (e.g. CSat landing page, reporting, support center), of them downsizing their customer support more and more, and charging for each new feature extra - or even making old functionalities additional costs (like a CTI integration where they do nothing but provide the API).

Creating more than I'm solving atm

Price and the easy of use, is really suitable for short term solutions

Security restrictions, it does not meet all requirements for big companies ( GDPR, SOX, ...). The capabilities it offers are quite limited

We are using it for customer support services. Main benefit we have found in the required time to have something ready.

I suppose its a basic ticketing system, so it does what it needs to

It is unappealing to the eye their deaign needs to be more up to date. It's also just a pain to use, not user friendly at all

Internal ticketing and customer communication

The ticket tracking is fine. Other than that not crazy about anything Zendesk.

Reporting is not intuitive. There's not a great integration with CRMs, especially Hubspot. Their support is very difficult to navigate, They have tons of help docs that conflict and are not streamlined. Chat feels bolted on and unwieldy, and there are constant downtime issues that they do not inform you of, you have to literally go out and search their Twitter to see if something is down. :(

We are tracking tickets for support, using chat and help docs.

The software is mainstream and does what you would expect from a chat function. It allows you to chat to potential customers and answer queries from existing ones.

It is hard to describe the systematic approach to customer services. We've had three problems, one where we lost two customers because of a bug. We were told it was our fault. An internal email about us was accidentally sent to us, revealing how Zendesk really operates. Anyone can make a mistake but it is a system and other users have voiced similar concerns.

Winning business and solving problems faster.

We use Zendesk at our Baltimore location and it is not user friendly, and costs us over $200/mo. We use Spiceworks at our location in Seattle for free with better results.

The way the ticketing system is set up. It’s not intuitive or very full featured.

Organizing and tracking IT support tickets. It gives decent data.

The statuses you can set on each ticket that make it clear on the onus of the action items.

Automatic replies. MAQL, using a watered down SQL is very limiting to those of us who need to make custom metrics or who find that the defaults of the system aren't calculated logically.

We're solving the issue of transparency within Operations. It's great at organizing tickets.