Zendesk Suite Reviews

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.

Pros

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

Cons

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.

Alternatives Considered

Pure Chat

Reasons for Choosing Zendesk Suite

I felt there was a limit to managing queries and tracking query content in Excel, but by introducing Zendesk, I could reduce the man-hours for history management. It also helps with tracking by managing query content through tab settings.

Switched From

Microsoft Excel

Reasons for Switching to Zendesk Suite

Tags and triggers tend to be complicated and, if used across multiple departments, affect each other, requiring a supervising administrator. The Zendesk installation was well organized. Queries that were handled by a small number of people have increased in the number of people, departments, products, frequent omissions, and duplicate responses have greatly decreased.

Pros

The software is super important for us as we can directly attend to our clients' needs and complaints in real time and solve their problems. It has been a very important software for our IT department as they are constantly monitoring the chats and are actively talking with the clients from time to time in regards to their issues. It also helps us to manage client contacts management and also helps us to rely new information about our products directly through email.

Cons

You need the paid version to get the best support features which is at a little higher price but the free version is okay.

Pros

At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Cons

Their chat software will consume the life out of your website performance.

Alternatives Considered

Freshdesk

Pros

The most I loved about Zendesk is that it is user friendly and realtime resolution can be provided to the customer.

Cons

The least is there leads management as sometime the leads that are added in the system doesn't show up

Alternatives Considered

Freshdesk

Reasons for Switching to Zendesk Suite

Because of it's real time chat option which was most important for my compnay

Pros

Entering a ticket to request access or issues is simple and easy to use. It's also nice to assist in ticket tracking and prioritization as well as communicating back and forth with the user.

Cons

As an individual that uses this to report issues I am also assigned tickets to issue out licenses for another platform. The only issue I have is the required amount of data I have to answer as required fields before I can submit an update to the ticket. It is also difficult to add someone else to the thread in replies. This could be an internal set up requirement however and not the fault of Zendesk Suite.

Pros

The real time alerts for ticketing is a great feature. Also, being able to add comments to the ticket as it gets worked by other departments/users is a great feature as it keeps everyone informed about the status of the tickets.

Cons

Some of the report structure could use some improving. While some reports are easy to find or create, some of the more in depth reports can be hard to find or use.

Pros

The support queue is ordered and the tickets are clearly listed, with an option to easily see which one is not yet attended to.

Cons

The email reply and forwarding rules are not at all user-friendly and you cannot easily change the email address you reply to. I do not like any of the email options the way they are built in this platform. They are very time consuming, and when replying to many tickets, it is very important to reduce the responce time. Also we could not import all our data from the previous platform that we were using and we lost all our past communication with the customers.

Pros

I liked most about Zendesk suite is its integration ability from ticketing, live chat and customer self-service options, Zendesk suite offers efficient customer support.Secondly it's powerful reporting and analytics capabilities which provides in depth response times, performance trends and customer satisfaction ratings helps us to deliver better customer service by receiving valuable insights.

Cons

Zendesk suite offers a chabot functionality but with a basic functions compared to some other standalone chatbots

Pros

I think reporting is very usefulThe program interface is nice and easy

Cons

He needs time to learnI'm having a hard time finding the draft

Pros

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Cons

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.

Pros

The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators.

Cons

The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.

Alternatives Considered

Zoho Social and LiveChat

Reasons for Choosing Zendesk Suite

We needed to track UTM codes from Google Analytics and Provide Support was unable to do that at the time we switched. Full disclosure: Provide Support says it can now track UM codes, but we've run into roadblocks when testing it.

Switched From

Provide Support

Reasons for Switching to Zendesk Suite

The ability to accurately track Google Analytics UTM codes, price, and features.

Pros

I loved Zendesk because of its features and thorough reports. However, I found it tough to use and far more difficult to produce reports than other CRMs and Helpdesks. Compared to other Helpdesks, the social analytics are similarly low. The Suite's triggers are among my favorites. One of the most important advantages for us is the sheer number of plugins and integrations available.

Cons

The difficulty of creating dashboards and the amount of time it takes to do so annoy me. Because of this, the dashboard might be a bit confusing at times, with data that are out of sync.

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.

Alternatives Considered

SolarWinds Service Desk

Reasons for Choosing Zendesk Suite

We needed a pure-cloud product and an easy way to hook up to Microsoft 365 and Azure AD, which wasn't possible with the previous suite we used from Solarwind.

Switched From

SolarWinds Service Desk

Reasons for Switching to Zendesk Suite

Customisation and cloud capability.

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!).

Alternatives Considered

Zoho Social and LiveAgent

Reasons for Switching to Zendesk Suite

Other products have too many features that were not needed by our company.

Pros

Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue.

Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer.

And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard.

Cons

Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly.

For an early startup cost of this application is too high as there are features that they might not need.

Alternatives Considered

tawk.to, Freshdesk and Zoho Desk

Reasons for Switching to Zendesk Suite

We might switch to other application if zendesk don't have automation and call center management systems. Other application have those features but up to mark or not that much customizable as in zendesk.

Pros

Triggers and custom fields with the addition of webhooks and the API/Zapier have meant we have been able to join up our departments and control really carefully how tickets can go from sale to implementation to invoicing. This is on top of all of the out the box support features we can leverage for our customers when they have an issue.

Cons

Some gaps in the API, or long turnaround time on some requested features being released. The reporting is clunky and we have worked around that by using webhooks to get the data out into a different product where we can easily query via ODBC or in Excel.

Alternatives Considered

Jira

Reasons for Switching to Zendesk Suite

Rooted in the support space as their main area of expertise.

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

Pros

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Cons

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

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.

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.

Pros

Zendesk is quite easy to implement and is reliable. It is able to support what we needed in our organization for providing support to our customers (mainly our employees) in the HR space. At present, we implemented to support the employees' entire life cycle from recruitment to termination and even post-termination. Zendesk has the capability to integrate with other systems like Workday through APIs, where we can manage user creation, updates, deletion, and ticket management. They also have a built-in analytics feature where we can build queries and dashboards within Zendesk, enabling us to do ticket analyses and handle SLAs to improve our customer satisfaction.

Cons

The pricing is relatively high, given the limitations that Zendesk can provide, especially the licensing costs. We also experienced difficulties in reaching out to technical support. There were multiple times that the technical support would say that what we're asking for is not technically possible, but our developers were able to find the solution ourselves. Moreover, they don't have a way to support escalations whenever necessary. In managing security through user segments, the logical functions are quite limited which makes it hard for us to create complex rules.

Pros

I love that its exceptionally easy to understand to utilize promotion simple to oversee undertakings. I love the connection point make it simple to get tickets taken care of and give the best client support to my work.Also, I like that we could get it completely associated with our inward programming and data set. Permitting the frameworks to convey among themselves and ensuring no basic snippet of data is lost.Finally, I have viewed it as a significant resource for overseeing client support tasks. The continuous shopper confronting talk and call steering highlights have enormously affected my work, permitting me to rapidly answer client requests and smooth out call the board. The stage is easy to understand and simple to utilize, simplifying it for me to get to the apparatuses I want. Moreover, Zendesk Suite is effectively incorporated with my current business processes, which has further developed my client assistance tasks. Generally speaking, I view Zendesk Suite as a thorough and significant client care stage.

Cons

As a result of the continuous remodels, Zendesk is doing to their product, a few choices in settings are not legitimately set under the choices they ought to be. For instance, you might be changing a possibility for a client, so you go to Settings and afterward to Clients, yet you understand to roll out that improvement, you need to go through a very surprising arrangement of steps when legitimately, the choices ought to be where you originally went.

Pros

As a user of Zendesk Suite, I have found it to be a valuable asset for managing customer service operations. The real-time consumer-facing chat and call routing features have greatly impacted my work, allowing me to quickly respond to customer inquiries and streamline call management. The platform is user-friendly and easy to use, making it simple for me to access the tools I need. Additionally, Zendesk Suite is easily integrated with my existing business processes, which has improved my customer service operations. Overall, I find Zendesk Suite to be a comprehensive and impactful customer service platform.

Cons

As a user of Zendesk Suite, I have encountered some difficulties with the platform. I have found that the platform can be resource-intensive and slow down my system at times.The reporting and analytics capabilities of the platform are also limited, which can be a drawback for me. Despite these challenges, I still find Zendesk Suite to be a valuable tool for managing customer service operations, and I would recommend it to others with similar needs.

Pros

I love that Zendesk is easy to use for the Knowledge Base. We can easily share information with our clients through articles, and adding images and videos is a seamless process as well. The CSS/HTML editing is easy to work in as well! I love being able to make the articles look professional. I also like that the ticketing system is easy to search and to add integrations.

Cons

The flow of the ticket responses is not super easy to read, but this could be just a picky-me thing. It's much better than what we used to have!