About Zendesk Suite
Zendesk provides the complete customer service solution that’s easy to use and scales with your business.
Zendesk has solved so many issues in one program. Pricing is good and a fair price.
There are issues at times with uploading data and exporting data. Sometimes data is deleted or missing for no reason.
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The best solution for customer service
Comments: This platform is the best complete and versatile solution that allows any company to efficiently manage its customer service in the simplest and most comfortable way possible. Although it has some disadvantages and can be expensive for some businesses, the benefits it offers, such as centralizing customer communication and automating tasks, make it a valuable tool for improving the customer experience. Using this tool with adequate training and a solid strategy offers exceptional customer service, which makes a difference in the satisfaction and loyalty of each customer.
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.
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.
Great System for Support Ticket Management
Comments: Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes.
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.
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.
Comments: Pretty good, most platforms like this usually have little tweaks that need to be made but this is managed centrally which is a benefit.
Zendesk is very straight forward, for my team I would prefer to be on workspace functionality but we are able to deal with customers swiftly with overall great functionality and range.
Personally, I find the reporting a little clunky and sometimes difficult to navigate, but I tend to play about with the reporting until I find what I am looking for.
Zendesk has a lot of great tools - if you just know how to use them
Comments: Zendesk is so robust, but it is not at all intuitive. Learning how to generate a report was a full time job and I never quite figured it out to really get comfortable with tracking the mass amount of data we had generated through all of our tickets. However, I really wanted to learn it and their customer success team worked with us to help develop trainings so we could utilize it better.
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.
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: Intercom
Reasons for Switching to Zendesk Suite: Ultimately there were more options with zendesk - integrated knowledge base, chat, ticketing system - and while it was more expensive, you got more bang for your buck.
The Complete Solution for Customer Service.
Comments: Supervisors in our organization value Zendesk's reporting and analytics capabilities, which allow them to evaluate team performance and the quality of customer service. They can also use call recordings and analytics to improve agent training.IT administrators appreciate Zendesk's scalability and integration capabilities, allowing them to customize the platform to their business needs. They also value the security and access management of the platform. Customers and end users can experience an improvement in the quality of customer service when interacting with companies that use Zendesk. They can receive faster and more accurate answers to their questions.
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.
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.
Great ticketing system with solid features
Zendesk makes it easy to receive, track, monitor, and action on tickets / incidents. Data is presented in a clear and logical manner which allows you to focus on closing the ticket instead of manipulating the software.
I'm sure Zendesk is not perfect but in my experience I have not run across anything with Zendesk that I have found to be an issue.
One of the best support tools to have
- Easy to setup and super personalized tool (Create chatflows to help your customers)- The AI keeps getting better. - Track tickets and assign them into multiple owners inside hubspot- Integration with a lot of tools and Apps marketplace
- The support could be faster to respond- The API could be better, it usually lacks some documentation (F.e: How to hide th bot when some actions are performed in our site)
Tride and True CRM
Zendesk always is looking to improve and provides great walkthroughs, SOPs, and has a large community to help you if your set up isn't working the best it could.
Tagging and automatic queue routing feel stuck behind a paywall.
Why I Chose Zendesk Suite Over Other Customer Engagement Platforms
Zendesk Suite is an exceptional solution that offers a unified workspace with a contextual interface. This means you can manage and access all your customer interactions across multiple channels like email, chat, phone, social media, and more, from one place. You can view the complete history and profile of each customer, as well as relevant information from other sources such as CRM, e-commerce, or billing systems. With Zendesk Suite, providing personalized and consistent service to your customers has never been easier, irrespective of how they get in touch with you.
I find the Bot feature of Zendesk Suite to be one of its weakest points. Specifically, the Answer Bot falls short in its accuracy and usefulness, especially when it comes to handling complex or specific questions. Furthermore, customers can become frustrated with Answer Bot, as they may prefer to speak with a human agent instead of an automated one. I recommend that Zendesk invest in improving Answer Bot's natural language processing and machine learning capabilities, while also giving users more control over its behavior and customizability.
Great Call Center for businesses of all sizes
Provides key customer information so agents can provide personal support.
The implantation process was going to take longer and cost too much so we did not sign with them
Cost More While Providing Less Than Competitors
Comments: For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket. They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.
I had a good laugh when they advised me to use Google search instead of their own search tool.
The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.
Zendesk = Great help desk
We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.
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.
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.
Zendesk is a powerful CRM tool that totally worth the price.
Comments: Zendesk provides a good ticket management system, knowledge base platform (hosting documents) with security-based permissions and insights. Comparing to competitors such as Freshdesk or Jira, even though they are cheaper, they can't provide the functionalities that Zendesk provides. Zendesk allows us to perfectly track our cases, analyze the performance through insights allowing us to understand what we have to improve in order to improve our customer CSAT.
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.
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.
We've reduced customer service handling time with Zendesk
Comments: Using Zendesk, our customer care representatives are able to obtain the information they need on their own. When I handle the articles, I hear nothing but good things about how this program makes my job easier and more productive. They may use slack to look for answers, and the results will be linked to relevant articles in Zendesk. Zendesk may be easily integrated with other services, such as slack.
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.
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.
Fastest way to connect and interact with your website visitors!
Comments: A wonderful tool to have on our Resort website! This tool has helped my team and myself close sales in less than 15 mins. Definitely a great tool for support as well. It's a faster and convenient way for clients to reach out to us and get information which leads to great costumer service! My team is very satisfied with Zendesk Chat and we look forward to its continuous updates! It is part of our sales & support team! Keep up the good job!
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.
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!
Zendesk is a good helpdesk with many features
Comments: We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.
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.
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.
Easy Inter-team Communication and Customer History
Comments: I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.
Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.
There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.
Zendesk Suite is a FTE!
Comments: Zendesk Suite is good for businesses as it centralizes customer inquiries, enables efficient tracking and resolution, improves response times, enhances collaboration among support teams, and provides valuable analytics for performance evaluation and continuous improvement.
The reporting capabilities in Zendesk Suite are beneficial for businesses as they provide valuable insights into customer support performance, ticket resolution times, agent productivity, customer satisfaction, and trends, enabling data-driven decision-making and continuous improvement of support operations.
Zendesk is expensive and hard to get approved to add more team members.
Reasons for Switching to Zendesk Suite: We already have the other products but it is hard to get them to help with auto response and keeping up with incoming requests. The other products do not compare to the focus Zendesk Suites has in efficient tracking and resolution for ongoing issues and needs.
Solid System to Capture Customer Emails and Calls
Comments: Zendesk has been helpful for us to help collect our emails, form captures and calls. Sort them within a ticketing system, and prioritize the tickets as needed. And send them to the person who will reply. Not having someone who has to answer the phone, and then pass that message to the appropriate person is a big help for us.
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.
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!).
Reasons for Switching to Zendesk Suite: Other products have too many features that were not needed by our company.
Zendesk - Robust Ticketing Software
Comments: We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.
The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.
The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.
Alternatives Considered: Freshdesk
Reasons for Choosing Zendesk Suite: Konfigure was an older system that allowed for ticketing to be done, but it was not capable of handling the things we needed and the volume we were taking on.
Switched From: Freshdesk
Reasons for Switching to Zendesk Suite: Cheaper and more options at the time of switching. Although Freshdesk was more used friendly at first, it didnt really meet our needs.
Has a Lot, but Surprised By What it Lacks
Comments: Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there.
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.
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.
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.
Overall good and feature rich customer helpdesk application but not for early startups
Comments: Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too. Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues.
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.
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.
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.
Zendesk Suite: A Comprehensive and User-Friendly Customer Service Solution"
One of the things I like most about Zendesk Suite is its ability to centralize and streamline customer service operations. Zendesk Suite offers a wide range of features such as helpdesk ticketing, live chat, phone support, self-service portals, and more, which allows businesses to manage customer interactions across multiple channels. This makes it easy for businesses to provide fast, efficient and personal customer service, which can be particularly important for businesses that rely on customer loyalty
One thing I like least about Zendesk Suite is that it could be a bit overwhelming for new users, as it offers a wide range of features and functionalities. It can take some time to learn how to use all of them effectively. This can be a challenge for businesses with limited time or resources to invest in training their staff.Another aspect that could be considered a downside is that Zendesk Suite is a subscription-based service, which means that businesses will need to pay a monthly or annual fee to access all its features. While the pricing is reasonable, it may not be a good fit for small businesses or organizations that don't need all the features that Zendesk Suite offers.Lastly, it's worth mentioning that Zendesk Suite relies on a stable internet connection to function properly, so if the internet connection is weak or unreliable, it can cause problems such as slow performance, dropped connections or even lost data.Overall, while Zendesk Suite is a powerful and user-friendly customer service solution, it may not be the best fit for all businesses or organizations. It's important for users to carefully consider their specific needs and preferences before deciding to use the service.
A mediocre product that doesn't get better as it grows
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.
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.
Comments: My general experience has been perfect, it makes my work exceptionally simple with regards to giving client support and approach client information to all the more likely help. I enthusiastically suggest!All in all, Zendesk Suite is a useful asset for overseeing client care tasks. Its broad highlights, including call logging, call directing, continuous endlessly talk records, make it a thorough answer for smoothing out client collaborations. While it very well might be delayed on occasion, the general involvement in Zendesk Suite has been positive, giving a solid and effective method for overseeing client service
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.
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.