Webroot Email Security Powered by Zix

Formerly Zix Email Threat Protection

During the installation time, My team connected several times with the support. I am overall satisfied with the support.

Customer service from Zix has been excellent. I've contacted them by phone and e-mail. An email from Zix was sent to another email provider, and I wanted to make sure it had been delivered correctly. As far as the Zix admin portal is concerned, this email was sent around 45 days ago. It took the Support Team under two hours to respond.

There is both an automated and a manual option to purchase my Microsoft 365 license through the Zix portal, which makes the process much simpler for me. However, the licenses are easy to add and show up in my Microsoft portal practically quickly, ready to be assigned, so I usually keep my option in manual even though I add a lot of people. Despite this, the licenses are easy to add.

I had an Office 365 issue pop up after purchase but wasn't yet set up for the 365 support side of things just yet. Support was able to expedite my path and get me the 365 support that comes with Zix ETP, helping me resolve an issue much faster than I would have on my own.

Zix customer support has been great. I have used their telephone support and email support. Recently, I emailed support to verify that an email was sent successfully from Zix to another email provider. The Zix admin portal allows you to see 30 days back and this email was approximately 45 days back. The Support Team got back to me with a response in under 2 hours.

This last year our Zix representative reached out to us, and she wanted to check to see if we had any questions, and I had asked her to set a meeting up so she could go through a refresher with me to make sure I was taking full advantage. She was spot on for making that meeting quick, informative, and painless to go through.

I've only had to reach out to them once ('cause it's so easy) and the response was quick and thorough.

We added a second domain to our account and Zix customer support was right there. They provided us all the assistance we needed to ensure the second domain was added correctly and functioning properly. They also continued to ensure the configuration was completed a few days later after additional testing was completed. This was all done before the ticket was closed.

We were having an issue with mail flow. I contacted a representative and a Zix employee reached out to me almost immediately! We were able to resolve the issue and everything returned to normal. By the way....the issue was not on Zix's end! That was very good and fast support!

Our tech jumped on multiple phone calls with us, as we were rather indecisive about "turning Zix protection on." Our hesitation came from concerns about regular email recipients all the sudden having a new way of opening any emails that were encrypted. The point is, our rep/tech was always available for a call.
As for Support, I've submitted one ticket about why certain emails were blacked/quarantined, and I received a response with explanation within a few hours. Very easy.

Zix Support handily resolves issues and unique rollout circumstances

The initial implementation was good, they were very informative and helpful. Again, we migrated from an inhouse Exchange server to Office 365, so the support engineers were able to copy the settings from the existing setup and apply to the Zix Gateway we are currently using.

Several times spammers change up their methods to get through common spam filters. All we've had to do was forward the message to Zix support and within hours they had new filters developed and in place to stop them. Another time I needed to develop a custom filter to allow a certain type of message through and they worked with me to help me develop a targeted filter that kept me from having to just whitelist someone's email address. They replied to my initial email in minutes and stuck with me until I was sure it was working as needed.

We had one situation where the emails were being encrypted even though it was not required. I was not comfortable to make changes in the back end so I opened a ticket for them to investigate, giving specific emails as examples of what was being encrypted that should not have been. Once the support team received the ticket they very quickly analyzed the issue and kept me up to date at every step until the issue was resolved.

My IT officer handles post-sales support