Zendesk Suite Reviews

A lot of features and fast and easy to use ticket system

Comments: Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Pros:

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Cons:

It can be very complex/difficult at certain point due all the features that they offer.

Alternatives Considered: HelpDesk and LiveChat

Reasons for Choosing Zendesk Suite: Because we were trying to find a more customizable option :)

Switched From: Salesforce Sales Cloud

Efficient and practical: Great but a bit pricey

Comments: Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents.

Pros:

Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities.

Cons:

Call feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers.

Zendesk is the way to go!

Comments: Zendesk is very helpful when we have issues with any of our programs, it is hands off and they have a very fast turnaround while sharing the final data with us as well as tickets for each.

Pros:

Zendesk is amazing! We utilize it for several of our internal programs and they are on top of any and all support needs that come in.

Cons:

I actually have not a single complaint at this time

Nice for tier 2 IT support

Comments: It's ok, if your using it to track, monitor, chat and email varies of people. It works better if you have a developer and the correct IT person to assist setting everything up.

Pros:

You have the ability to use the chat feature, email, and complete tickets in live form.

Cons:

I dislike the the dashboards and the customer service. Depending upon who sets it up on the back end it can be very hard to find different things while trying to navigate the dashboard.

The support tool with extra everything

Comments: We have tried several support tools for best possible support to our customer.
Zendesk Suite have everything bundled so you don't need to use diffrent tools

Pros:

It's easy to use and have everything you need for your Customer Service

Cons:

Nothing really bad about it, maybe the UI could be better sometimes.

Alternatives Considered: JIRA Service Management and HubSpot Service Hub

Reasons for Switching to Zendesk Suite: Zendesk Suite have better options for all different needs.

Clean and usable

Comments: I have more than 7 years of experience with Zendesk and I've always enjoyed working with it.

Pros:

The interface and the usability. It's very well organized and "clean".

Cons:

There are no particular things in Zendesk that I don't like.

Solid customer support system

Comments: Our team is happy with Zendesk for supporting our two products. The agents learn the system quickly, and feel comfortable answering email tickets and taking live chats. We receive excellent customer reviews on the quality of the support we provide.

Pros:

Zendesk is easy to organize and automate, providing prewritten macros for agents to use, and preset chatflows for a bot to provide first-level support.

Cons:

Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating.

Use Zendesk to improve customer satisfaction and manage all functions needed

Comments: It's a great platform for customer support, managing tickets and multichannel support. I feel like it improves our customer interactions

Pros:

I like that it combines multiple channels like email, chat, phone, and social media- also works with 3rd party tools like Salesforce. It is scalable which is great for our growing company

Cons:

It can be expensive for smaller companies, it is also hard to set up (per our IT dept)

Great helpdeak solution

Pros:

I use it mainly for the FAQ feature, it saves me quite a lot of time for customer support.

Cons:

I had an issue with the helpdesk chat pop-up on my shopify website, support were quick to help me and resolve the situation.

Extremely user friendly

Comments: Overall everything was very easy to manage, great integrations for social media platforms.

Pros:

Zendesk is extremely user friendly and simple to manage tasks. Made it easy to get tickets solved and provide good customer service for my company

Cons:

Customer service wasn't always quick, but they always ended up helping in the end.

Zendesk - Robust Ticketing Software

Comments: We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Pros:

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Cons:

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

Alternatives Considered: Freshdesk

Reasons for Choosing Zendesk Suite: Konfigure was an older system that allowed for ticketing to be done, but it was not capable of handling the things we needed and the volume we were taking on.

Switched From: Freshdesk

Reasons for Switching to Zendesk Suite: Cheaper and more options at the time of switching. Although Freshdesk was more used friendly at first, it didnt really meet our needs.

Zendesk is a powerful CRM tool that totally worth the price.

Comments: Zendesk provides a good ticket management system, knowledge base platform (hosting documents) with security-based permissions and insights. Comparing to competitors such as Freshdesk or Jira, even though they are cheaper, they can't provide the functionalities that Zendesk provides. Zendesk allows us to perfectly track our cases, analyze the performance through insights allowing us to understand what we have to improve in order to improve our customer CSAT.

Pros:

I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors. Zendesk allows customizable business flow, analytic capabilities, and a knowledge base platform that can be utilized for operational optimization. Zendesk is also capable of integrating with other systems such as Workday through API.

Cons:

Sometimes, I felt that Zendesk has a lot of limitations. For example, when creating business rules, you cannot use the AND and OR function, it's either AND or OR per one business rule. When utilizing Zendesk for internal use, Zendesk still lacks lots of functions such as conversation history, child-ticket, and etc. Even though some of them are already available on Zendesk Marketplace, these add-ons should be free rather than asking us to pay extra for them. Also, the technical customer support is not that useful. Zendesk pride in having 24-hours technical customer support when compared to competitors but out of 10 cases that I asked for, only 1 or 2 cases the technical customer support could help me. Most of the time, our team fixed the issue by ourselves.

Alternatives Considered: Freshservice

Reasons for Switching to Zendesk Suite: Zendesk is easy to use, even though it is expensive, it is better than most products.

Zendesk = Great help desk

Comments: We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

Pros:

It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets. For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

Cons:

The licensing scheme could improve. In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

Alternatives Considered: Zoho Desk

Reasons for Switching to Zendesk Suite: We had used other Zoho tools. But the best fit at the time was the price and being able to start with a very basic scheme of agents to test. So with a low initial investment we were able to implement the solution and start working, as soon as we saw its virtues we decided to stick with it.

This helps us to better serve our customers

Comments: We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.

Pros:

There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.

Cons:

New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.

Cost More While Providing Less Than Competitors

Comments: For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket. They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.

Pros:

I had a good laugh when they advised me to use Google search instead of their own search tool.

Cons:

The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.

Zendesk Suite: The Ultimate Customer Support Tool

Comments: In my overall experience with Zendesk Suite, it has been a game-changer for my business, resolving critical pain points and delivering a range of benefits. As a small business owner, I faced several challenges in managing customer support effectively, but Zendesk Suite has transformed the way I interact with my customers and streamlined my support operations.Firstly, Zendesk Suite's multichannel support has been a lifesaver. With the ability to manage customer queries and issues across email, live chat, social media, and phone, I can meet my customers wherever they prefer to reach out. This has significantly improved customer satisfaction and response times, as I can provide timely assistance on their preferred platforms.Another standout benefit is the integrated knowledge base offered by the Suite's Guide module. Creating and publishing help articles and FAQs has empowered my customers to find answers on their own, reducing the strain on my support team. This self-service option has not only saved time for both my customers and staff but has also improved customer engagement and empowered my customers to troubleshoot common issues independently.Furthermore, Zendesk Suite has helped me gain valuable insights into my support operations through its reporting and analytics capabilities. With Explore, I can track key metrics, monitor agent performance, and identify trends to make data-driven decisions. This has enabled me to optimize my support processes, allocate resources

Pros:

1. Support Across Different Channels: One of the things users really love about Zendesk Suite is how it lets businesses provide support through various channels. Whether it's email, live chat, social media, or even phone, the Suite has got you covered. This means customers can reach out for help using their preferred method, making it easier and more convenient for them to get the assistance they need.2. Easy-to-Access Knowledge Base: Another great feature of Zendesk Suite is its integrated knowledge base, called Guide. This is like a virtual library where businesses can create and publish helpful articles, FAQs, and other resources. Customers can then access this knowledge base to find answers to their questions and solve problems on their own. It's like having a self-service option that puts the power in the hands of the customers, saving them time and reducing the need for direct support.

Cons:

1. Complexity of Setup and Configuration: One common complaint is that the initial setup and configuration process of Zendesk Suite can be quite complex and time-consuming. Some users have expressed frustration with the learning curve involved in getting the system up and running according to their specific needs. It may require technical expertise or assistance to fully optimize and customize the Suite to align with their business requirements.2. Pricing and Cost Structure: Another concern raised by some users is the pricing and cost structure of Zendesk Suite. While it offers a comprehensive set of features, some users find the pricing plans to be on the higher side, particularly for smaller businesses or startups with limited budgets. The pricing tiers and add-on costs for additional features or user licenses can be perceived as a barrier for some organizations.

Worst Support in Industry

Comments: The service before the sale was exceptional. However, we found out too late that the service we purchased is not the service we were shown. There is no way to get support for the product. Everything costs extra.

Pros:

There is not much that has worked perfectly. The live chat has cut down on our overall customer support time, however the setup was more difficult and the maintenance is more difficult than other solutions. Most of the features that we like either don't operate on all versions of Zendesk or they only work about half of the time.

Cons:

The mobile app is almost unusable. But nothing is as bad as their support after the sale. You will get the excellent communication before the sale and you will be shown every feature Zendesk offers, but after the sale you will find out that there is no way to contact a human for support and all of the features that they showed you are not included and cost ridiculous amounts more. For instance, for us to add AI chat, business hour management and reporting to our account (all of which were included in our demo as part of the plan we were buying) it would more than double our subscription cost on a yearly basis.

Alternatives Considered: Zoho Desk and Intercom

Reasons for Switching to Zendesk Suite: We thought it would integrate better with our current systems. Unfortunately many of those integrations are poorly built or glitchy because Zendesk does not want you to use the integrations they want to upcharge you for their version of the service.

Best Email Support Platform, If you are dealing with more Customers.

Comments: Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours.

Pros:

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Cons:

Not sure, as I didn't find any flaws in my usage time.

Alternatives Considered: Freshdesk and Zoho Desk

Reasons for Switching to Zendesk Suite: Not sure why we have taken Zendesk, however never felt regret after going for it.

It's what everybody's doing

Comments: Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Pros:

Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Cons:

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Recommended if you have high volumes of support tickets

Comments: While there are a couple of issues with Zendesk, overall I find it a far preferable option to dealing with these tickets through e-mail, Slack, or a personal basis (barring cases where this would be the better solution). If you are getting enough volume of tickets that support ticket software seems like it'd help your business, you can afford to get it.

Pros:

Gives you a central hub to handle support tickets (in my case, internal). Rather than handling issues faced by colleagues through e-mail or a chat program, thus, cluttering either up, you can sort it all away into a separate place. It usefully has both e-mail notification and Slack integration abilities, which means being aware right away when an issue is sent in. It also has the ability to link tickets from JIRA, so if an issue requires additional intervention from other teams, you now have that connection. Also useful is if you have some desire for anonymity (obscure/black box who specifically is handling issues), this will work far better than e-mail or Slack in providing that. There are also additional features such as stats and metrics, along with the ability to add tags to tickets, required fields, and macros to automate certain workflows. Again, if you are working extensively with handling issues of all manners, you will find Zendesk quite useful for you.

Cons:

While the software does a good job of providing a central hub for managing support tickets, it has a couple of improvement points. The ability to not reopen a ticket if someone is simply thanking you would be nice, and one that has been requested a while that has never been implemented. Navigating the help center where you can write articles is a bit confusing to navigate and requires specific flows to get to view vs edit mode. Furthermore, the formatting tools you are offered for creating articles are quite limited, clunky, and awkward. If you want to write anything other than very bland and simple text, you'd be better off linking to an external site with better options, such as Google Docs.

Zendesk Suite: A Comprehensive and User-Friendly Customer Service Solution"

Pros:

One of the things I like most about Zendesk Suite is its ability to centralize and streamline customer service operations. Zendesk Suite offers a wide range of features such as helpdesk ticketing, live chat, phone support, self-service portals, and more, which allows businesses to manage customer interactions across multiple channels. This makes it easy for businesses to provide fast, efficient and personal customer service, which can be particularly important for businesses that rely on customer loyalty

Cons:

One thing I like least about Zendesk Suite is that it could be a bit overwhelming for new users, as it offers a wide range of features and functionalities. It can take some time to learn how to use all of them effectively. This can be a challenge for businesses with limited time or resources to invest in training their staff.Another aspect that could be considered a downside is that Zendesk Suite is a subscription-based service, which means that businesses will need to pay a monthly or annual fee to access all its features. While the pricing is reasonable, it may not be a good fit for small businesses or organizations that don't need all the features that Zendesk Suite offers.Lastly, it's worth mentioning that Zendesk Suite relies on a stable internet connection to function properly, so if the internet connection is weak or unreliable, it can cause problems such as slow performance, dropped connections or even lost data.Overall, while Zendesk Suite is a powerful and user-friendly customer service solution, it may not be the best fit for all businesses or organizations. It's important for users to carefully consider their specific needs and preferences before deciding to use the service.

5 star user experience

Comments: Despite the small problem I had with the learning curve initially, I felt that as the months went by I gained greater mastery and speed in solving all types of cases using this platform. The ease of integrating it with other company systems such as CRM and automating processes was highly valued. Overall, I find Zendesk Suite greatly streamlined my daily tasks as a support agent, focusing more on the customer than the systems. I would definitely recommend this solution to any company that needs to provide operational excellence in their help desk

Pros:

What I liked most about Zendesk Suite was its modern and intuitive interface. As a support agent, being able to access all the tools I need easily through a single panel allowed me to respond to tickets in a more agile and productive way. The layout of the widgets was clean and easy to use, which made me feel comfortable resolving all types of requests without any problem. In addition, having automatic rule-based task assignment functions helped me optimize time. Without a doubt, Zendesk Suite's very well-designed interface was what I valued most as a user

Cons:

What I liked least about Zendesk Suite was that being an all-in-one platform, I sometimes felt like it had too many options and settings, and I had a hard time focusing on the most important tools. At first it was a little overwhelming learning how to use all the different sections like the help center, the marketplace, analytics and so on. I would have preferred to have a more gradual learning curve. However, I recognize that over time I better understood how to get the most out of each functionality thanks to the help of the support area

Quick and easy implementation to my Support Center

Comments: Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers.
Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations

Pros:

Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center. It allows to automate response to our customers. Also, customize the tool according to the type of company. From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished. Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web. What I like most about Zendesk is to be able to automate the responses to clients and macros. Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service. I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties.

Cons:

Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational. We as a client can add response times, and define with a category that is requirements or request and that are incidents. Next, what features Zendesk would need: * Add response time according to the type of requirements or request. * Define type of requests and incidents * Get graphs by type of incidents * Get graphs with crossings between service agreements and operational agreements. This would allow us to measure the effectiveness of the support center based on agreements with customers * Have notifications every time you are consuming the time of a ticket, considering the times of agreements at the service or operational level * Have a video call

Communicate effectively with your customers, ¡Use Zendesk!

Comments: Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

Pros:

Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

Cons:

The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.

Clean and user friendly!

Comments: ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Pros:

My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

Cons:

I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.