Zendesk Suite Reviews

Pros

Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow.

Cons

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

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

Some of the functionality works. I guess it does the job if you want to pay a premium for nothing.

Cons

The customer service is terrible. They don't care about bugs. If you intend to be an advanced user; building integrations etc then this just won't work out well.

Alternatives Considered

Dynamics 365 and Salesforce Sales Cloud

Reasons for Choosing Zendesk Suite

We grew out of Freshworks. Zendesk seemed like the market leader. We were wrong.

Switched From

Freshdesk

Reasons for Switching to Zendesk Suite

I really dont know. Maybe I was drunk at the time.

Pros

Great ticketing system with decent live chat. Good for building a knowledge base that’s user friendly and simple to setup. Good for both small and large organisations.

Cons

it’s not the most flexible system to customise.

Alternatives Considered

HelpDesk

Reasons for Switching to Zendesk Suite

Ease of setup, good chat, and past experience with zendesk tools.

Pros

ZenDesk is a great tool to address customer inquiries and complaints. My team and I can quickly respond to customer support tickets, tag tickets with keywords, such as "bug, "complaint", "praise" and more. We are able to also set the status for each ticket and assign to a specific user. The user interface is very simple and user-friendly. You don't get lost in the details of the tool because it's straight forward.

Cons

The spell check feature lags a bit from time to time, so it's easy to send a response with an error when responding quickly. It's also susceptible to spam inquiries. My team and I get several (10-20) spam inquiries written in Chinese on a daily basis. They are aware of the issues, however, there has not been resolution for quite some time.

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.

Pros

This tool is designed to be user-friendly and significantly enhances my work efficiency.

Cons

On the tool itself, I personally have not encountered any issues using this tool

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.

Pros

What I liked the most about Zendesk is all the features it contains to manage customer service and technical support, it is really a complete software and ecosystem.

Cons

The chat service service to use for customer service, we had to use a different CRM for the chat service.

Pros

The clarity of information, and integrations with 3rd party systems within our tech stack such as JIRA and Custify.

Cons

There are certain areas which we would prefer to customise wordings / status' that are cumbersome but unable to change which can impact our usage. Reporting can be very hit & miss!

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

Service Fusion

Reasons for Choosing Zendesk Suite

The software was getting too costly and we needed a better-priced product.

Switched From

Salesforce Sales Cloud

Reasons for Switching to Zendesk Suite

We chose Zendesk Suite over alternative products because of its comprehensive and integrated solution. The seamless combination of ticket management, knowledge base, and communication tools within a single platform offered the efficiency and scalability we needed for our customer support operations. Additionally, the user-friendly interface and reputation for excellent customer support played a role in our decision.

Pros

It's easy to use and have everything you need for your Customer Service

Cons

Nothing really bad about it, maybe the UI could be better sometimes.

Alternatives Considered

JIRA Service Management and HubSpot Service Hub

Reasons for Switching to Zendesk Suite

Zendesk Suite have better options for all different needs.

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

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

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

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

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

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

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

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

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

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

The user interface is super intuitive, which makes managing customer interactions easy. Overall, it's really improved how we handle customer service.

Cons

There haven't been any major drawbacks so far. Zendesk Suite has been smooth and effective for our needs as a team.

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.

Pros

Its live chat aystem to easy to setup and use

Cons

The system can be a bit tricky for new users to master