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

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!

Pros

Zendesk suite had a variety of features chich include managing of support tickets, customer base management, and supports live chat. Its also pretty simple to use.

Cons

At times it just be comes slow to respond which is so frustrating.

Alternatives Considered

Freshdesk, Help Scout and Zoho Desk

Pros

Comprehensive solution: Zendesk Suite offers many tools for customer support and assistance, making it a one-stop solution for organizations. Customizable and flexible: Businesses may tailor Zendesk Suite to their needs and workflows. Real-time notifications: Zendesk Suite informs support staff to customer enquiries and requests in real time. Support teams can quickly master Zendesk Suite's user-friendly UI.

Cons

Cost: Zendesk Suite is pricey for small organizations. Zendesk Suite setup requires technical expertise and resources. Zendesk Suite's reporting and analytics are limited, requiring other tools for sophisticated analysis. Support teams can't work remotely or on-the-go with Zendesk Suite's restricted mobile support.

Alternatives Considered

Freshdesk and Kayako

Reasons for Switching to Zendesk Suite

Zendesk Suite over alternative products for several reasons, including:Comprehensive solution, Customizable and flexible, Integration with other systems, User-friendly interface. Strong reputation, Customer support. Zendesk Suite provides excellent customer support, with a range of resources and tools for getting the most out of the platform. These are some of the key reasons why people choose Zendesk Suite over alternative products. However, the specific reasons will depend on the specific needs and requirements of a business. It is important to thoroughly evaluate the features and capabilities of different customer service platforms to determine the best fit for your business.

Pros

Zendesk functions as designed with multiple users

Cons

We have been a Zendesk customer for going on 3 years. Longtime, loyal customer. I have been in contact with them since the end of August of 2022 requesting a seat reduction. It is now April 2023. They, of course, allow you to add seats very easily, but you must contact them to reduce your number of seats. At a cost of $100 per seat per month, these prices make a difference for a small business. Within the last year, they have made it so they do not have a centralized mailbox, no phone number, and there's no way to get in contact with their finance team directly, so I am getting one response from our "account manager" every 2 weeks, if I'm lucky. This means that I am continuing to be charged for the higher number of seats while I wait for him to go back and forth with the finance team. For a company that is supposed to support customer service, this has been a truly terrible customer service experience.

Pros

The one impactful feature for me with Zendesk is the user analytics. I can easily track which user has seen the help desk content and who has not. Also the customizations are good

Cons

The default templates for building knowledge base is not impressive. Also, the overall design of the platform could be better as it is not very user friendly

Pros

Visibility of all emails and times received was a good feature of this. Also could categorise the priority of the ticket request.

Cons

With the visibility of emails, we had incidents where a mail was forwarded to another employee thinking it was just to them, but the customer could see the email chain! This could've massively disrupted our business for future shipments, and a big reason why we stopped using it

Pros

We can easily chat with our client and get their details to add in our portal.

Cons

The sound of the app. I don't know if I am the only one who doesn't like the notification sound.

Pros

The Zendesk Suite is an all-in-one platform that provides a comprehensive set of tools for managing customer support, including ticketing, live chat, phone assistance, knowledge management, and more. Workflows, automation rules, and reporting may all be easily customized, making it simple to adapt to various company demands and procedures. For a smooth customer support experience, this product may be linked with a broad range of other tools and platforms, like Salesforce, Shopify, and Jira. Regardless of the customer's preferred means of contact, these solutions enable organizations to offer consistent, high-quality assistance. These tools provide help for consumers across numerous channels, including email, chat, social media, phone, and more. This application offers AI-powered capabilities to help organizations save time and increase customer satisfaction, such chatbots and automated workflows.

Cons

Although Zendesk Suite does offer customization possibilities, some customers might discover that the amount of customization offered is insufficient to match their unique demands or business procedures.

Pros

Easy to user, basic and friendly for not IT users.

Cons

I would like to have more options to tag messages and less tickets around

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.

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!

Alternatives Considered

LiveChat

Reasons for Switching to Zendesk Suite

We found Zendesk to be a feature rich tool and was the best fit for our Resort website. We certainly don't regret having chosen Zendesk!

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.

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

It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.

Cons

Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.

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

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.

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

Zendesk Suite has been an invaluable tool for our business. It's intuitive, easy to use, and provides a comprehensive suite of customer service and support tools. From automating tasks to creating help centers and chatbots, it's become the go-to platform for managing customer interactions.

Cons

Although Zendesk Suite is a great tool, it can be a bit pricey for smaller businesses. Additionally, there is a learning curve to using the platform, and it can take some time to get used to the different features and tools.

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 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

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.

Pros

Zendesk is a customer service software with very relevant features that make me like it, one of them is that it has an extremely friendly interface, since it can be customized which allows it to be easy to use, allows the agent to have information about who the client is, in this way the help process becomes simpler and faster, the client can choose because they want to be served because this software provides different channels as an option being all in real time, besides it offers a highly efficient ticket management efficient since agents can create different notes on the same ticket and even several of them can serve the same client making the process much more efficient and the best thing is that through it you can track users as well as the tickets which is a great advantage since an order is maintained.

Cons

Despite being extremely efficient in terms of providing the most optimal tools to make the customer service process simpler and faster and adjusted to the needs of each client, this software still has some things that should improve as is the case of providing plans that can adjust more to each company since their plans has a fairly high price, also the creation of reports is very efficient but it is not easy to use so it can take more time than expected to complete the same

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.

Pros

Integrated channel support. The ability to have customers interact seamlessly via chat, email and voice.

Cons

Would like greater interaction with account managers. We want to get the most out of the software but for the most part we have to figure that out on our own.

Alternatives Considered

Salesforce Experience Cloud

Reasons for Choosing Zendesk Suite

Lack of functionality in Sugar

Switched From

SugarCRM

Reasons for Switching to Zendesk Suite

Price, better support functionality