Zendesk Suite

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.

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.

Pros

I have not found any pros in the service.

Cons

I am writing this review to bring to the attention of the Zendesk leadership a concerning situation that reflects poorly on your commitment to customer satisfaction. On November 13, 2024, our company was charged $138 for a subscription covering two users on Zendesk.com. However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period.

Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response. Your team suggested that we link a non-functional credit card to the account but maintained that no refund would be issued for the unauthorized charge. This approach is both frustrating and disappointing.

We urge Zendesk’s leadership to review this situation. Your platform is designed to help businesses build customer loyalty and enhance customer experiences. Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand. Rectifying this situation by processing a refund would demonstrate that Zendesk values its customers and stands by the principles of fairness and customer care.

Pros

Zendesk Suite offers a seamless, user-friendly interface that simplifies ticket management and customer support. Its robust automation features help streamline workflows, reducing manual tasks and improving efficiency. Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality.

Cons

Zendesk Suite can become costly as you scale, with additional fees for advanced features and customization options.

Alternatives Considered

Reasons for Switching to Zendesk Suite

Pros

Intuitive user interface, fast and easy to use. It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service. Great integration with other software.

Cons

There are limited customization options for advanced users, also pricing can be quite high for smaller businesses.

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)

Pros

Its complexity. It allows a wide variety of integration options to suit your business needs.

Cons

Our business model doesn't seem to fit all that well to the features it's offering making our agents' tasks more complicated and time consuming.

Pros

user friendly and many options for a small business

Cons

Its a little tricky when trying to find options for voicemail and doesn't keep track of things over 90 days.

Pros

We used it to manage support tickets, so instead of emails getting lost, every issue was logged and tracked. Our response times improved noticeably.

Cons

It can be a bit pricey if you need more advanced features.

Pros

From a graphic designer's POV, it's helpful for managing client communications, feedback, and project requests.

Cons

For designers more focused on creative tasks and don't have a significant customer service component to their work, the full suite of zendesk features may feel unnecessary.

Pros

Its a flexible software which is very easy to introduce.Brings collaboration between me and my team.It has helped me achieve alot and created a good relationship with my clients and my sales have doubled.Its easy to answer queries and solve any arising issues together Very easy to adopt no training required.This is the chief ingredient in building yourself.

Cons

Absolutely satisfying performance,I a proud user.

Pros

We have used Zendesk for about 3 months. We really enjoy how easy it is to customize branding, add or remove agents, and setup specific policies. We enjoy how we are able to do everything with an easy to use dashboard which has everything all in one place. We also utilize Zendesk on our other platforms, such as our websites, merch store, etc. It's very easy to integrate and our customers enjoy it!

Cons

Zendesk is very costly, but we were able to get a discount as we are a startup company. I would like if Zendesk had a free plan to begin with. Obviously there would be some limited features unless you upgraded, but it would allow things like web chat or a certain number of agents.

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.

Alternatives Considered

Reasons for Switching to Zendesk Suite

Pros

Multiple helpful tools like email, voice, text messages, internal notes and live chat to communicate with the customers.

Cons

All tools and options are helpful. All is good.

Pros

The intuitive interface, role management, and customization and automation of responses via macro are the features that made Zendesk a game changer for me and my role.

Cons

Markdown can be tricky to use, especially if other 3rd party software for crafting text are in use. Separation between internal notes and public messages could be clearer and have better safeguards in order to send internal notes as public messages and viceversa (or a quick recall features)

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.

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.

Pros

You can easily track the performance of your team virtually. If there are issues with them, we can communicate easily and I can remotely help them. The features of this app is not crucial and very I really appreciate that it was very easy to understand especially for first time user like me.

Cons

Overall experience was amazing and I haven't experience any issues till this moment. I really recommend this app for those that are working from home.

Pros

Organization, the searching, the reporting and the usability.

Cons

Somehow my contact names get messaged up and switched around, no idea how.

Pros

As a customer support representative, I've worked with Zendesk for over 12 months now and it's been an excellent experience. First off, I'd like to stand out for its user-friendly interface, It's very simple. I would say it's almost intuitive. Which allows you to familiarize yourself with the product right away. Additionally, since we're always trying to provide a first contact resolution, it helps that we can assign tickets to specialized agents and place a higher priority for a faster resolution.

Cons

At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then very seldom, it will not show the agents working the ticket and both agents can post an internal note in the same ticket.

Pros

One notable aspect I appreciate is the suite's unified nature, bringing together various customer service tools such as Support, Chat, Talk, and Explore. This integration simplifies workflows, providing a centralized hub for managing customer interactions.

Cons

occasional system downtime or outages is something which bothers me. However, On some occasions I have faced it.

Pros

It is very useful to communicate with customers and it is easy to access the previous conversations.

Cons

Since it doesn't always appear when I want to look for anything, it's hard to do so.

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.

Pros

The chat features and ticket creation/tracking have been just a great business changer. Being able to live-support customers online is great- they love it and it works great for us.

Cons

There is a bit of a steep learning curve, but it's doable.

Pros

Easy to navigate, tickets translate information clearly & can handle many users

Cons

Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues

Pros

My favorite aspect of the Zendesk Suite is the support section. I use it every day for managing support tickets across many sites.

Cons

I did not like that Zendesk doesn't have a native dark mode feature. Nobody likes looking at a pure white background on a webpage. Luckily Zendesk is compatible with multiple dark mode applications and extensions.

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.

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

Reasons for Switching to Zendesk Suite

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!

Pros

Sub-products are useful and integrated to each other. Ai has been been recently introduced as well which brings a ton of features such as ticket summarization, intent, and sentiments.

The analytics is also good but lack a few things.

Cons

Real-time dashboard - existing but cannot be customized.
Tiered level of support - if you’re not a Premier Support customer then wait for a few days for a reply from their supprot team.
Pricing - lots of contenders out there stepping up there games but a lot cheaper.

Pros

There is not much that has worked perfectly. The live chat has cut down on our overall customer support time, however the setup was more difficult and the maintenance is more difficult than other solutions. Most of the features that we like either don't operate on all versions of Zendesk or they only work about half of the time.

Cons

The mobile app is almost unusable. But nothing is as bad as their support after the sale. You will get the excellent communication before the sale and you will be shown every feature Zendesk offers, but after the sale you will find out that there is no way to contact a human for support and all of the features that they showed you are not included and cost ridiculous amounts more. For instance, for us to add AI chat, business hour management and reporting to our account (all of which were included in our demo as part of the plan we were buying) it would more than double our subscription cost on a yearly basis.

Alternatives Considered

Reasons for Switching to Zendesk Suite

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.

Pros

Zendesk is amazing! We utilize it for several of our internal programs and they are on top of any and all support needs that come in.

Cons

I actually have not a single complaint at this time

Pros

The standout feature of Zendesk Suite is its seamless integration of various customer support tools, providing a unified platform for ticket management, knowledge base, and communication channels. This integration enhances efficiency, reduces response times, and contributes to an overall improved customer support experience.

Cons

One drawback is that the pricing structure of Zendesk Suite can be relatively higher compared to some competitors, which might be a consideration for budget-conscious organizations.

Alternatives Considered

Reasons for Choosing Zendesk Suite

Switched From

Reasons for Switching to Zendesk Suite

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

Pros

A one point of contact to receive multiple online requests (Email, Facebook, Twitter)
Being able to find tickets solved even years ago for a better understanding of a customers path.
Being able to see who is working on a ticket in order to move on to another ticket or contact your coworker to communicate information if needed.

Cons

The spam filter is not as aggressive as some other softwares can be but I understand that it is dependent on the team that is supposed to feed the spam filters

Pros

Zendesk is easy to organize and automate, providing prewritten macros for agents to use, and preset chatflows for a bot to provide first-level support.

Cons

Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating.

Pros

We ended up having to switch to Zendesk from other ticket support systems due to complexities in developments required for our needs.

Zendesk matched our needs in more functions and was safer and faster to deal with on many levels. The interface is all there and what anyone would expect from the tool, many features truly save time and cut on repeated actions.

We mainly use it for ticketing our external dealers and customers related to working with us as well as their App tickets.

Cons

There is not a lot to mention here. However, support sometimes could have been handled better and not so slow for a desk management software, some FAQ and learning or informative pages feel outdated.

Pros

Zendesk is user friendly and easy to navigate.

Cons

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

Pros

zendesk is so good. its a better version of email. I would say zendesk was so confusing to use at first, but after awhile, oh gosh, its really amazing. Zendesk can track everything and my favorite feature would be the numbers assigned to tickets. you can always refer to anything as long as you have the number

Cons

what i hate about zendesk is they keep changing the format a lot. After getting used to one format, they go ahead and change it which takes a while to get used to.

Pros

The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows. With the help of these tools, teams may route tickets according to predetermined standards, automate tedious processes, and make sure that customers' concerns are handled quickly and by the right team member.

Cons

According to certain users, Zendesk can be resource-intensive, especially when it comes to browser and system speed. This might result in less effective workflow and slower reaction times, particularly when several features and integrations are being used.

Pros

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

Cons

Sometimes we experience some outage but not frequently

Pros

Zendesk is very easy to navigate and with the added bonus of linking apps I can tether directly to my customers orders, or even just quickly view their account information directly from my inbox screen.

Cons

I might just not see how to do it, but I can't add a secondary contact to my replies.

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.

Pros

1. Highly reliable platform for tickets, chats, and phone management.
2. Well management dashboard and UI for work and checking.
3. Highly integerable and easy to start with as well.

Cons

1. High bandwidth is needed otherwise it shows performance issues.
2. Frequent downtime reported in past few months.

Pros

It’s a centralized communication and ticketing system. It allows us to keep track of customer comms and link them to specific items within our systems.

Cons

It had quite the learning curve. It’s a sometimes complicated tool and new agents often need hand-holding when onboarding.

Pros

Highly performant ticket tool with complete options.
Easy login through SSO and reliable tool.
Can easily configure profile , signature and automated replies in tickets.

Cons

On mobile and personal hotspot internet it works little slow.

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

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.

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.