Zendesk Suite

Strong Customer Support Tool

Pros:

We ended up having to switch to Zendesk from other ticket support systems due to complexities in developments required for our needs. Zendesk matched our needs in more functions and was safer and faster to deal with on many levels. The interface is all there and what anyone would expect from the tool, many features truly save time and cut on repeated actions. We mainly use it for ticketing our external dealers and customers related to working with us as well as their App tickets.

Cons:

There is not a lot to mention here. However, support sometimes could have been handled better and not so slow for a desk management software, some FAQ and learning or informative pages feel outdated.

A good easy to use platform

Pros:

It's clear and simple to use interface and it's a clearly developed product with a good set of core features, which actually work unlike other platforms.

Cons:

The extra cost for additional features, would prefer a more feature reach lower tiered pricing level

Alternatives Considered: Atera

Reasons for Switching to Zendesk Suite: Price and ease of use were the primary reasons for our choice.

Worst Experience with Zendesk Suite - Avoid at All Costs

Comments: Our overall experience with Zendesk Suite was dreadful. Despite being long-time users, we faced continuous hassles and struggles, particularly with their payment structure and unresponsive support team. When we attempted to downgrade our user numbers, a small oversight led to an automatic renewal, and our account manager failed to respond in time. This resulted in unnecessary charges that we could not afford, and Zendesk showed no willingness to provide a solution. In the end, we lost all our data and help center content. Their rigid policies, poor customer service, and illogical pricing model have caused significant damage to our business. I strongly advise against using Zendesk Suite as there are far better alternatives available.

Pros:

The platform had a good reputation and seemed like a reliable choice based on its longstanding presence in the market.

Cons:

Extremely poor customer service and support. Payment methods and structure are convoluted and inflexible. Account managers are solely focused on making money rather than helping customers. Unresponsive and evasive support team, often citing vacations as a reason for delays. Inability to downgrade user numbers in a timely manner, leading to unnecessary charges. Lost all our data and help center content due to their rigid policies. Overall, their pricing model and policies are illogical and harmful to loyal customers.

Alternatives Considered: tawk.to and Intercom

Reasons for Switching to Zendesk Suite: We chose Zendesk Suite over alternatives like Intercom and Tawk.to because of its longstanding reputation and perceived reliability. Being one of the oldest players in the market, we believed that Zendesk's experience and established presence would offer a robust and dependable solution for our customer support needs. Additionally, we liked the way the help center works, so it fit our needs.

All in one package for customer support and external documentation

Pros:

Zendesk offers a easy-to-use and complete feature set for customer support and external documentation. All of which is maintainable by non-technical people.

Cons:

The set-up and fine-tuning to your specific process might require some time to figure. While their rule engine is super flexible, it requires some getting used to.

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.