Zendesk Suite Reviews

Good Tool for Support Tickets, Live Chat and Messaging

Comments: A good tool to communicate with the customers and also internal communication in Contact Center

Pros:

I like the way Zendesk is handling the Support tickets, Live chats, and messages & providing a lot of options to analyze the data on their end or extract the data via API & analyze on our end

Cons:

Lack of Option for extracting some of the data via API which is available in their website Dashboard

Alternatives Considered: Native Teams

Reasons for Switching to Zendesk Suite: Zendesk is the cheapest and best option compared to others

perfect way for customer management

Comments: Although initial setup was difficult at first, using Zendesk was the best choice for many reasons. If you want to significantly improve the efficiency of your customer support team, give it a try! I think it will be a good solution to improve the effective service quality of customer management.

Pros:

I most liked the way Zendesk allows you to communicate with customers through various channels. It seems that more effective customer management has been possible because customer communication can be managed comprehensively in one place! The automated response system was also much more effective, reducing the workload. I like that I can check various data at a glance, such as performance indicators, through the dashboard.

Cons:

While using the various features, there aren't many things I particularly like. Although a mobile app is provided, it is a bit inconvenient that some functions are limited compared to when using it at a desk. But other than that, I like many other aspects.

Basic, but a bit high price

Comments: This customer service platform stands out for its intuitive interface and comprehensive ticketing system. The software excels in managing customer communications across multiple channels including email, chat, and social media.

Pros:

User-friendly interface with easy navigation Reliable performance for team collaboration

Cons:

Limited customization options Higher pricing for advanced features Basic reporting features could be enhanced

Ease of Communication with Customers

Comments: Zendesk has made our communications way easier. Once we set it up correctly, it's increased our support for customers.

Pros:

Zendesk allows us to stay connected with customers. With the ticketing system, we are able to reply to all customer emails promptly without missing any communications. The ability to create tickets through the API, external email, and their web plugin is integral in our communication. The FAQ help through the web plugin also helps cut down on questions and provides our customers with a convenient way to answer questions on their own, before needing to reach out to us.

Cons:

Setup can be a bit confusing with managing users in both admin and the support sections of the suite. Other setup issues was the complexities of macros and making sure multiple emails creates a thread correctly.

Good value and UI

Comments: Overall good use for purpose. Good to track customer raised incidents and raised how support handledd them.

Pros:

I do like clean and straight forward UI. I can easily CC myself in the tickets raised inside Zendesk, track and add comments into tickets and review data.

Cons:

Reporting could be improved, whilst I do like clear UI would prefer it to be more modern and sleek.

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.

Zendesk is a great tool to have!

Comments: Overall our experience has been great. It give us greater visibility and helps gain leads we may not have gotten elsewhere and it gives our customers a way to interact with us 24/7.

Pros:

We like the ease of being able to have customers be able to interact no matter what time of day straight through our website. We are notified quickly and are able to resolve issues or use it to get customer information to book appointments.

Cons:

So far everything has run smoothly and it helps us to have more visibility, no complaints yet.

Zendesk Review

Comments: Easy to use and navigate, seamless intregrations into other programs.

Pros:

Super easy to use interface, very user friendly.

Cons:

Having to search and go through numerous screens to get where i want to be.

Does a good job but isn't the best

Pros:

Good UI and intuitive to use. Has a reasonable amount of features.

Cons:

Poor support and lack of customisation/feedback channels.

Zendesk does the work for you

Comments: I have used Zendesk for 6 years with 3 different companies, and it is always amazing.

Pros:

The quick and easy ability to put in support tickets with your IT team.

Cons:

Absolutely nothing. I have no notes for this software.

Works great for marketing tickets

Comments: We just switched to Zendesk for ticketing from an internal platform this year.

Pros:

Easy to use and navigate. It is pretty self-explanatory with great features.

Cons:

There is a lot of room for user error (like any other ticketing system)

"Zendesk Suite: A complete support platform that delivers high-quality service, but can be expensive for large-scale use."

Comments: However, while the platform provides extensive customization options, configuring advanced workflows or integrations can be complex and may require technical expertise. Additionally, the pricing can quickly escalate as more features or agents are added, which could be a drawback for smaller teams or businesses with budget constraints.

Pros:

It integrates multiple customer service channels like email, chat, social media, and phone into a single platform, providing a seamless customer support experience.

Cons:

Zendesk can become expensive, especially for smaller businesses as they scale or require more advanced features. The per-agent pricing model may also be a limitation for growing teams.

A Wonderful Tool For Technical Helddesks

Comments: It really changed how we deal with technical issues!! It created a quick, easy, and organized way for tickets to be submitted, addressed, and cleared. We also is at a FAQ and Wiki, which contains trouble shooting tips/advice, along with other forms of self help. So for us, zendesk even helps our employees handle personal issues at times, freeing the help desk up to handle more difficult matters.

Pros:

We use those so that our employees can easily submit tickets for our IT team when they are experiencing software, hardware, or any sort of technical issues. Submitting a ticket is seamless, and IT is able to instantly respond if needed. Escalation of issues is also a breeze! Communication between IT, and whomever is in need of assistance, can be ongoing and simple for all involved.

Cons:

I honestly don't have any. It works perfectly for our employees l, my team, and the help desk alike!

Zendesk Suite offers the best customer support. It's a gem

Comments: If you want to be a pro in providing customer support,you should work with Zendesk Suite and make it easier for your customers.

Pros:

They deliver a very impressive customer service and it's very easy to monitor the needs of your business and that's why it's my favorite. Zendesk Suite is very flexible it favors even the beginners and all business types

Cons:

I ain't complaining about anything about this tool.

THE KEY IN YOUR ORGANIZATION EVERY 24.7.12.365

Pros:

It makes our aupport operations fast and smooth I like that it is all in one solution Guests can easily and quickly navigate it

Cons:

This is the platform of the year no regrets at all

You won't use another ticket manager after this.

Comments: I love it, I genuinely use it every day to manage client requests and it makes my workflow super easy.

Pros:

It's simple and to the point. This is what great products are about. Have just the right functionalities and organization offers to easily contact clients and manage request tickets.

Cons:

This is just a whim, but a way to tweak the views that don't require preset rules for individual users would be great. Only some options are "order by". A way to follow up on bad reviews from clients without opening a separate ticket or just removing them from the count after being taken care of would make for a nice morale boost.

Zendesk Suite, Is It Really Sweet?

Comments: So far my use with Zendesk Suite has been quite positive. No issues and its very reliable.

Pros:

I love that Zendesk Suite is a realable app that allows me to provide wonderful customer support services that my customers deserve from the beginning.

Cons:

The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available.

A 5 year user of ZD

Comments: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations.

Pros:

Zendesk is user friendly and easy to navigate.

Cons:

So far, the least I like about zendesk is Complexity of Setup and Configuration.

Best for Banking

Comments: We optimised the customer support operations using Zendesk, and with other Zendesk products.

Pros:

I believe Zendesk and products were built and designed for finance/banking industry, as the usage and features are exactly matching the team's needs.

Cons:

There is just not a basic version of Zendesk that you can use, it always comes or needs additions, which means extra setup, cost, time, and training.

Comprehensive platform for providing customer service, with a few features that can be improved

Pros:

It offers a lot of features such as SLAs, automations and triggers so you can customize it to your needs. It's great for a medium to large support team handling numerous tickets. Set up correctly, it's rare for tickets to fall through the cracks. The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more. You can add apps as well that extend Zendesk's functionality such as read receipts and more.

Cons:

The email feature is somewhat lacking. It isn't possible to send test emails to yourself to check how emails look, so you have to create test tickets that trigger certain emails you've added to automations or triggers. Though they support multiple brands, you can't use a different email template for each brand. For testing automations, it would be helpful if you can select test tickets to quickly run through all of the automation conditions. Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a test ticket that match the conditions, which isn't ideal.

Zendesk user as a team leader

Comments: It helps our company run using Zendesk suite

Pros:

It is a very important tool at work when communicating with customer and clients

Cons:

Sometimes we experience some outage but not frequently

Top notch ticketing system

Pros:

As an administrator, Zendesk offers a comprehensive set of tools for managing customer support operations. The ticketing system is robust and customizable, allowing us to tailor workflows to our specific needs. The reporting and analytics features provide valuable insights into support performance metrics, enabling us to identify trends and areas for improvement.

Cons:

Zendesk's customer service is generally responsive, occasional delays in resolving technical issues can disrupt operations.

Good helpdesk tool with many features

Comments: As well, it saves me so much hassle concerning the enhancement of the workflow. Issues can be handled and resolved a lot quicker adding to the satisfaction of both myself and my clients.

Pros:

It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.

Cons:

It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.

Zendesk Review

Pros:

That it integrates with other Apps and has it own dash

Cons:

That it takes a lot of actions to configurate tags, for exemple.

Very Advanced Customer Support Solution

Comments: We're more than happy with Zendesk as our main customer support software. We have a team of 5 - 10 support personnel altogether that mainly work with email and phone support. It logs activities automatically and sends them to our CRM with close to no issues. It's also got good performance and great uptime, and a good number of automation and customization options. Great tool overall

Pros:

The workflow recipes were a great help for us in the beginning. We knew we wanted to set up workflows for assignment and alerts, but it gave us so many more ideas for what we could automate. We have workflows for automated ticketing, routing, scheduling, etc. These also work as expected almost all the time.

Cons:

The interface is starting to get a bit old, especially compared to some of the newer support tools

Alternatives Considered: Help Scout and Zoho Desk