The support team is time-consuming, and they don't find the answer to our problem.

Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.

We've never directly dealt with technical support. Another department was responsible for support items.

The customer service and support experience were okay. When contacted, they respond really fast. I’ll give it to them on that angle. Once the network is down, within five or ten minutes, they will fix it.

I have been in contact with Zendesk support. They have different levels with different levels of support. We are an Enterprise level, the highest that they have, so we have something called 24/7 online chat support. If we have a question, we are connected with a live agent, and they help us resolve our issue. The support is okay—I haven't had any issues. 

We have our own experts that we use for support. Additionally, the solution is easy to use and it does not need a lot of support.

The tech support is very good, and was provided by the integrator himself. They know this solution a lot better than we do, and I have no complaints. 

I've never been in touch with Zendesk technical support. I met with the vendor and they were very, very helpful. We were going to use one of them to expand on some of the features, however, we now have plans looking at something else.

Good. I really wish they had a chat feature - like Olark for example. But I guess it makes sense. Olark is chat program and Zendesk is a support ticket program. That said, chat would be useful. No reason they shouldn't have this deployed at this stage of the game. People want / need answers immediately. They don't want to send in a support ticket and wait for a response.

It's a solid 7/10 for specific contacts, and it would be higher including my account managers in two different regions and also tech contacts. I would rate them all 9/10.

Support is not great. Their support is that specific support you get from a big American tech company. For example, instead of help, if you ask something specific, they point to an article with generic information.

That's why, if you don't figure it out by yourself, honestly, you are screwed. They don't help.

I can understand why it's like this. At the end of the day, you pay several hundreds of dollars per month. Only one person in the US is maybe paying $100,000 per year. I can understand why they are trying to optimize things, however, to do this through documentation, I don't know if it's effective. The bottom line is, sometimes when you ask a human question, you would like for them to receive a human answer. To get a human, sometimes it takes three days, sometimes one week.

There seemed to be only one guy handling my ticket. They were based in the US, and if I was trying to chase information about a ticket, it would take a while. They relied far too much on documentation and sharing articles. However, this seems to be a very American approach to technical support. 

The level of technical support is very good and they are very helpful.

They have a very good Q&A page/system, I will give them the best rating.

We had no problems with their technical support.

Their support group is very kind and responsive. It is one of the better technical teams I’ve had the pleasure of working with.

I personally never had to call Zendesk for tech support or customer service. That was funneled through a different person.

Zendesk's support team are available 24/7 for the enterprise-level customers. Though certain bugs are not immediately resolved, they do get resolved within a reasonable amount of time.

Service and Support are excellent. Whilst the knowledge base leaves a lot to be desired and the push to use the community is as annoying as it is unreliable, if you do contact support they are responsive and thorough.

I have never had to contact customer service in regards to Zendesk, which I would say that's a good thing.

We haven't run into any issues at all!

I have no comment on this issue as I never reached out to the Zendesk customer service team.

I have no comment on this issue as I never reached out to the Zendesk technical support team.

Zendesk support has always been stellar. Most are spot on, some go above and beyond.

It's stellar.

It's excellent.

10/10 as they are prompt, courteous, and is available 24/7 via a wide array of channels. Zendesk's team was really great and when there were any issues or questions they were more than willing to assist. When there were issues with the stability and connectivity these were promptly resolved and we were updated on any of these.

We have had excellent response time from Zendesk and issues are usually fixed quickly.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.

The support is not on chat often which is quite frustrating if you want immediate answers but they do respond to tickets within 24 hours.

6/10 – usually helpful but sometimes very slow.

6/10 – usually helpful but sometimes very slow.

I have never had to use tech support.

Mainly it's been good.

Mainly it's been good.

Zendesk tech support is done via a forum, but the knowledge base contains most of the technical knowledge.

I would give the technical support a 9/10 rating.

10/10 - they helped me solved my problem and to understand how it works.

It is rarely needed.

Zendesk has great customer service and there are rarely technical issues.

I have not used a different ticketing service, but in comparison to CS communication software such as Olark, phone support, and emails - Zendesk has been the easiest solution.

I never had to call customer service. That was done by the admin person.

I personally never had to call the Zendesk tech support, as again it was handled by admin.

Pretty fast, the first-tier agents will sort your tickets within one to two hours.

8/10

I would give the customer service a rating of 10/10.

I would give the technical support a rating of 9/10.

During the early years, we were not viewed as a very large (or important) customer, but as we started to grow and expand, and started looking at other solutions besides Zendesk, that acquired us the attention we were looking for.

6/10

6/10

Never talk to them, we talk to our global IT.

Never talk to them, we talk to our global IT.

I believe the company had a trial period with SalesForce, but switched to Zendesk because of the affordability.

I was not available during initial setup, but Zendesk is pretty quick to catch.