Zendesk Suite Reviews

The best solution for customer service

Comments: This platform is the best complete and versatile solution that allows any company to efficiently manage its customer service in the simplest and most comfortable way possible. Although it has some disadvantages and can be expensive for some businesses, the benefits it offers, such as centralizing customer communication and automating tasks, make it a valuable tool for improving the customer experience. Using this tool with adequate training and a solid strategy offers exceptional customer service, which makes a difference in the satisfaction and loyalty of each customer.

Pros:

I like this platform for being the solution for exceptional customer service as it can help you improve your customers' experience and how it can benefit your company in customer service management. It allows centralized management of all communication channels with customers. It facilitates the automation of repetitive tasks and the assignment of tickets to the most appropriate agents. It also provides analysis and metrics to evaluate customer service performance.

Cons:

There is nothing I can say that I don't like or agree with. I think it is an excellent platform for everything it offers. In addition, it offers an intuitive and customizable interface, adapted to the needs of any business. It also offers the possibility of integrating with other tools and systems used by your company.

Great System for Support Ticket Management

Comments: Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes.

Pros:

Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow.

Cons:

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

Perfectly Fine Ticketing System

Comments: Whenever I, as a customer, see that the company uses Zendesk, I'm preparing for a rocky road ahead.

Pros:

We used it for custom templates for customer responses. Our templates could also update ticket statuses in batches if necessary.

Cons:

Zendesk is not for the faint of heart or a novice. It took a while to get used to navigating it as a first time user.

Zendesk has a lot of great tools - if you just know how to use them

Comments: Zendesk is so robust, but it is not at all intuitive. Learning how to generate a report was a full time job and I never quite figured it out to really get comfortable with tracking the mass amount of data we had generated through all of our tickets. However, I really wanted to learn it and their customer success team worked with us to help develop trainings so we could utilize it better.

Pros:

I really liked being able to track tickets and keep up to date on where they were in the customer support lifecycle. Creating macros was not difficult, and it really helped our agents to respond very quickly when they knew which macro to use.

Cons:

Zendesk can be very complicated if it isn't set up correctly from the beginning. We ended up having to untangle a lot of decisions that were made in the beginning and it was really hard to back out once the systems were in place.

The Complete Solution for Customer Service.

Comments: Supervisors in our organization value Zendesk's reporting and analytics capabilities, which allow them to evaluate team performance and the quality of customer service. They can also use call recordings and analytics to improve agent training.IT administrators appreciate Zendesk's scalability and integration capabilities, allowing them to customize the platform to their business needs. They also value the security and access management of the platform. Customers and end users can experience an improvement in the quality of customer service when interacting with companies that use Zendesk. They can receive faster and more accurate answers to their questions.

Pros:

I like Zendesk because it made it possible to centralize all customer interactions, whether through email, live chat, phone, social media, or other channels. In addition, we manage to access relevant customer information and their interaction histories in one place, which simplifies the management and resolution of queries and problems.Agents can respond more efficiently to customer inquiries by having all the information at their fingertips.

Cons:

The quality of Zendesk customer support may vary by region and platform edition. Some users have reported that support does not always meet their expectations. While Zendesk is known for its integration capabilities, some more complex integrations may require additional technical knowledge and IT staff.

Horrible product. Horrible help and hard to set up. Very frustrating.

Comments: Super frustrating. I would cancel but they don’t offer refunds.

Pros:

Price. Colours. Not much not much not much

Cons:

Horrible customer service and slow response.

Great ticketing system with solid features

Pros:

Zendesk makes it easy to receive, track, monitor, and action on tickets / incidents. Data is presented in a clear and logical manner which allows you to focus on closing the ticket instead of manipulating the software.

Cons:

I'm sure Zendesk is not perfect but in my experience I have not run across anything with Zendesk that I have found to be an issue.

One of the best support tools to have

Pros:

- Easy to setup and super personalized tool (Create chatflows to help your customers)- The AI keeps getting better. - Track tickets and assign them into multiple owners inside hubspot- Integration with a lot of tools and Apps marketplace

Cons:

- The support could be faster to respond- The API could be better, it usually lacks some documentation (F.e: How to hide th bot when some actions are performed in our site)

Why I Chose Zendesk Suite Over Other Customer Engagement Platforms

Pros:

Zendesk Suite is an exceptional solution that offers a unified workspace with a contextual interface. This means you can manage and access all your customer interactions across multiple channels like email, chat, phone, social media, and more, from one place. You can view the complete history and profile of each customer, as well as relevant information from other sources such as CRM, e-commerce, or billing systems. With Zendesk Suite, providing personalized and consistent service to your customers has never been easier, irrespective of how they get in touch with you.

Cons:

I find the Bot feature of Zendesk Suite to be one of its weakest points. Specifically, the Answer Bot falls short in its accuracy and usefulness, especially when it comes to handling complex or specific questions. Furthermore, customers can become frustrated with Answer Bot, as they may prefer to speak with a human agent instead of an automated one. I recommend that Zendesk invest in improving Answer Bot's natural language processing and machine learning capabilities, while also giving users more control over its behavior and customizability.

#1 Customer service

Pros:

As a virtual assistant, I'm in charge of customer management for my company. It enables me to manage customers by livechat, e-mail and voice.

Cons:

I had a little difficulty mastering the interface at first.

Zendesk Suite is a FTE!

Comments: Zendesk Suite is good for businesses as it centralizes customer inquiries, enables efficient tracking and resolution, improves response times, enhances collaboration among support teams, and provides valuable analytics for performance evaluation and continuous improvement.

Pros:

The reporting capabilities in Zendesk Suite are beneficial for businesses as they provide valuable insights into customer support performance, ticket resolution times, agent productivity, customer satisfaction, and trends, enabling data-driven decision-making and continuous improvement of support operations.

Cons:

Zendesk is expensive and hard to get approved to add more team members.

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.

A very flexible tool

Comments: ZenDesk is a solid cloud-based tool and very good value for money.We operate it since 2015 and it doesn't give us many problems, we probably not using it to its full capacity as it is mostly used as a dispatch tool hooked up with online forms.

Pros:

Deployment is quick.A development test bed is available for an extra fee.The search is very accurate.Good selection of ready-made APIs.Flexible API templates.Many useful add-ons in the marketplace.WYSIWYG is stable and allows sandboxing.Scheduling of holidays is taken care of out of the box.Very customisable.Nice and rich reporting engine with good selection of export options.

Cons:

The settings section is now separated from the main product; why?In previous versions, the settings were under the same window as the product making changes a breeze, now it's clunky with more buttons to push.Human help is not great, phoning help is almost impossible in the UK.When you get someone to call you back the support is not bad though not always aligned with standard 9-5 working days.Many help pages are dated.

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.

Market Leader in Ticketing Software (Probably)

Comments: Overall, Zendesk allowed us to create a new ticketing platform and process for the business. Its integration with Slack drove great user adoption and encouraged submissions. This platform allowed us to report on the most common IT and biz ops issues at our org while allowing "agents" to service and help the team effectively. It's pretty ideal that you can manage your workload, triage requests, and reply to folks all in a few clicks. It's really all-in-one if you integrate with your CRM too.

Pros:

Top features for me in this tool were the GoodData reporting flexibility, ticket automation, and clean user experience. We didn't leverage the knowledge base, although being able to click to directly create an article after a ticket submission seemed like a slick feature. The ability to add lots of custom fields of varying types, create automation based on those fields, and rout tickets to end users was key. There's great flexibility in what you can achieve between the user permissions, user groups, and the form/landing page as part of the tool.

Cons:

Some of the out of the box reporting seemed a little bit wonky in comparison with what I would pull in the GoodData insights area. Honestly, very few cons about Zendesk, although the price is a bit steep for a ticketing platform. This being said, though, it's very powerful and you get what you pay for with software.

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.

Fastest way to connect and interact with your website visitors!

Comments: A wonderful tool to have on our Resort website! This tool has helped my team and myself close sales in less than 15 mins. Definitely a great tool for support as well. It's a faster and convenient way for clients to reach out to us and get information which leads to great costumer service! My team is very satisfied with Zendesk Chat and we look forward to its continuous updates! It is part of our sales & support team! Keep up the good job!

Pros:

That our clients can visit our website and ask questions right away about our services and our team helps them I'm purchasing the right services there and then! We can see clients who visit our website and we can interact with them and offer assistance. My team has closed sales just by chatting with clients, which makes this a wonderful tool! We are very pleased with this service.

Cons:

My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our clients. This is part of our sales team!

Solid System to Capture Customer Emails and Calls

Comments: Zendesk has been helpful for us to help collect our emails, form captures and calls. Sort them within a ticketing system, and prioritize the tickets as needed. And send them to the person who will reply. Not having someone who has to answer the phone, and then pass that message to the appropriate person is a big help for us.

Pros:

We have connected Zendesk to our contact form on our website, and our phone system. Whenever someone fills out any of our forms, this heads to Zendesk. Whenever someone calls our phone number, Zendesk records the call and also attempts to make a text version of the call (not always the greatest, but not too bad). We no longer have to have someone answer the phone with this service, which has saved us a lot of hassle.

Cons:

It often feels like Zendesk wants the information to stay within Zendesk. As a small company we may get support emails, sales emails, people applying for jobs, etc. all of which need to get to different people, and it could be easier to get the email directly to that person. The speech-to-text for the calls could be a bit better too (though we appreciate the feature!).

Zendesk for calling only can be difficult

Comments: It did the job we needed it to do until we found a better option.

Pros:

At first I didn't have so many issues with the software because I thought that's the best we can do, I've been using Zendesk for other features at other jobs and they have a long standing good name. But when I discovered the cost we were paying and the service (or lack thereof) we were getting, I found another option that works much better for us. Zendesk does a decent job at calling, but we often had issues and lost service and when we asked it was always a Twillio issue. Talkdesk also uses Twillio, they all do, and in a year using Talkdesk we haven't had a single outage. I think Zendesk has it's strength in the market, their ticket system and customer helpdesk software is outstanding, just not sure the calling feature is their biggest strength.

Cons:

It was glitchy, had issues connecting, staff has trouble using it, but mainly it was VERY expensive!

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.

Modern customer facing companies need a modern customer facing solution

Pros:

The format of the ticket interface lends its self to serving email based communications very well. At a glance I can easily see all tickets sent by a specific requester or business and prioritize based on the severity of the issues being described. The help center and chat button that can be integrated into custom applications can be a game changer when it comes to self service. Inbound and outbound call recordings are super critical especially for our finance team to ensure we have a reliable means of keeping proof of what was said.

Cons:

The cost is ever increasing while they shift features away from lower tiers and pay wall them behind more expensive tiers of their service. We used to have rich analytics with Gooddata. Since they moved to building their own analytics add in a company has to be at a minimum tier of Zendesk and then purchase the Explore add in. From there someone needs to familiarize themselves with the add in service and create the data sets they need. Zendesk's own support team's response time has become abysmal. It takes weeks to hear back from anyone despite adding words like "urgent" "critical" "time sensitive" in the subject line and the body. If you're get a response, you just hope it's comprehensive enough to solve the problem on the first try, but more often than not the support agents miss the point or gloss over the issue and provide a support article that doesn't help solve the issue. Getting tickets escalated to a higher tier on complex issues can take months to achieve. This is all very ironic from a company making money hand over fist and yet can't keep up with customer support demands.

Streamlined Support with Room for Improvement

Comments: The initial steps of getting everything up and running may require some extra effort and time to navigate through. When it comes to customization, I have noticed certain limitations within Zendesk Suite. While there are options available, I have found that users might feel restricted when trying to customize ticket forms, chat widget appearance, and reporting templates. Having more extensive customization options would greatly benefit businesses, as it would allow us to align the software more closely with our branding and specific requirements. This level of customization would help create a consistent and personalized experience for our customers.

Pros:

The best feature of Zendesk Suite is the integration of multiple tools into a single platform. This integration allows for seamless coordination between different channels, such as chat, phone support, and knowledge base articles, providing a comprehensive customer service solution. The ticketing system in Zendesk Suite streamlines the process of handling customer inquiries. With customizable ticketing fields and automation options, I can easily categorize and prioritize tickets, ensuring that no customer query goes unanswered.

Cons:

The initial setup process can be overwhelming. Simplifying the onboarding experience and providing more intuitive setup guides would make it easier for new users to get started quickly. Also, more customization options for ticket forms, chat widget appearance, and reporting templates would be beneficial. While Zendesk Suite offers basic automation capabilities, incorporating more advanced automation features would be a welcome addition. The pricing structure of Zendesk Suite might be a consideration for some businesses. While the software provides excellent value for its functionality, pricing tiers could be made more flexible to accommodate the varying needs and budgets of different-sized organizations.

A mediocre product that doesn't get better as it grows

Pros:

I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.

Cons:

1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable. 2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage. 3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support. 4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us. 5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself. In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.

Zendesk Suite manages our technical support

Comments: We use Zendesk to manage our inbound support, account service, helpdesk, and requests from our contact page in order to communicate with users. We collect bug reports and enhancement requests from users and can troubleshoot and monitor requests through various systems we have integrated. It is the foundation on which we base the way we interact with our customers when they come to us.

Pros:

The API and app frameworks are very useful and serve as a foundation for creating custom apps that can be connected to our Zendesk account for automation and updates, as well as creating specific tools that can be integrated directly into the product while agents are working. This can be very profitable, as there is a consumer sector that allows other services to be embedded in place. Allow us to design goals that are triggered from a variety of data formats from custom recipes, this allows us to have Zendesk update and alert other systems on demand, in real time, avoiding big money scripts that are used for survey automation. The unification is striking due to the number of partner add-ons they offer that are preconfigured to integrate to common tools such as JIRA, Slack, Salesforce, Hubspot, ChurnZero.

Cons:

We were sheltered by the unlimited light brokers, however, I believe access has been restricted as of this point. They have a tendency to move slowly to incorporate new options into the API, but overall they are quite flexible. In order to understand the API you need to focus on a less important part of their overall platform.

Great tool for customer support

Comments: Zendesk has been an amazing tool! You have all the options you need to work more efficiently and as part of a team. It has so many features that you never stop finding new options to improve the work in the team. It is user friendly and it has a clear interface. You just need to take your time to find and learn how to apply all the features to your everyday taks. I will definitely recommend it!

Pros:

It took me a while to get to know more than the basic features in this platform, and once I did I loved it. You can easily create macros, these are templates for emails or replies that you usually send. Using this feature you don't need to write all over again everytime you need to reply the same you can just find it there. You can create a lot of them and name them easily to find them later. You can even use tags to add the name of the user or any detail you may need. The other feature I use the most because we are several people in my team, is the option to assign tickets to other users. This ways you can 'send' a ticket to a colleague for him or her to reply or check it for you. It has SO many options that there is no way to name them all, and they are all super useful! The system can even detect the language of the message and assign it automatically to the member of the team that works with that language!

Cons:

I am not sure I can say this is a negative thing. But I would like to see more video tutorials on how to use specific features and how they may apply to your team and company. There are a lot of help pages, but in order to find specific things you usually need to contact customer support, which is not bad, it just takes extra time.