Zendesk Support Suite Reviews & Product Details

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.

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.

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.

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.

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.

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.

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.

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.

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.