About Zendesk Suite
Zendesk Suite pricing
Zendesk Suite does not have a free version but does offer a free trial. Zendesk Suite paid version starts at US$55.00/month.
Alternatives to Zendesk Suite
Zendesk Suite Reviews
Feature rating
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
#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.
- Industry: Newspapers
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Zendesk - The Great Customer Service Management Tool
Overall positive. I liked being an admin greatly as well as I like being a user submitting my concerns to different companies and brands. Seeing them use Zendesk makes me feel good knowing they are using a trustworthy product. I also know if they don't respond easily it must be on them as a company, as everything is tracked, such as time and date, so it is easy to set TTR metrics using this product.
Pros
SO EASY TO USE! Every time someone needed something they could easily submit a request and it would go straight to our team to address. Very easy to see what needs to be completed and when it was submitted to us. Additionally, it made it very easy to organize issues, by labeling all our tickets in a category such as New Hires, Terminations, Unemployment forms, Payroll related questions, technical issues, etc. I also liked that it was a giant knowledge database. I could go back to past tickets and see how it was handled and respond in a similar way.
Cons
There were a few times (RARELY) that it didn't work so we could not do our job at all and support our employees. It was our MAIN form of contact with our employees and we had employees all over the USA. We mainly used Zen Desk for getting tickets from our employees, along with state agencies specifically during COVID when unemployment was high, and tried to solve all their problems and act as the MAIN line of support. When it was not up and running it made this difficult.
- Industry: Retail
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Perfectly Fine Ticketing System
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.
- Industry: Music
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Efficient and practical: Great but a bit pricey
Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents.
Pros
Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities.
Cons
Call feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers.
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Experience you Customer support needs
Overall, Zendesk is a easy going and pleasant tool for working and administrating. We had the excellent feedback from the operatives and they are satisfied with our selection.
Pros
Zendesk has a great administrative environment. We can set up complex automatization, prioritization based on our needs. This gives it an edge over competition with simple automatizations. Analytics is also easily done due to intelligent tagin mechanism so that you can call any filed you need and want.
Cons
With multiple teams working on Zendesk it can become a mess with ticket transfers and constant changes of ticket forms. This is something that needs to be tackled on department level. Least like feature was the inability to permanently remove participants from a ticket, as if the external replies come with the email agin added in CC, zendesk will add it again.
