Zendesk Suite Reviews

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.

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.

"Zendesk Suite: A complete support platform that delivers high-quality service, but can be expensive for large-scale use."

Comments: However, while the platform provides extensive customization options, configuring advanced workflows or integrations can be complex and may require technical expertise. Additionally, the pricing can quickly escalate as more features or agents are added, which could be a drawback for smaller teams or businesses with budget constraints.

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.

Worst Experience with Zendesk Suite - Avoid at All Costs

Comments: Our overall experience with Zendesk Suite was dreadful. Despite being long-time users, we faced continuous hassles and struggles, particularly with their payment structure and unresponsive support team. When we attempted to downgrade our user numbers, a small oversight led to an automatic renewal, and our account manager failed to respond in time. This resulted in unnecessary charges that we could not afford, and Zendesk showed no willingness to provide a solution. In the end, we lost all our data and help center content. Their rigid policies, poor customer service, and illogical pricing model have caused significant damage to our business. I strongly advise against using Zendesk Suite as there are far better alternatives available.

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.

The support tool with extra everything

Comments: We have tried several support tools for best possible support to our customer.
Zendesk Suite have everything bundled so you don't need to use diffrent tools

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.

Zendesk is the way to go!

Comments: Zendesk is very helpful when we have issues with any of our programs, it is hands off and they have a very fast turnaround while sharing the final data with us as well as tickets for each.

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

Solid customer support system

Comments: Our team is happy with Zendesk for supporting our two products. The agents learn the system quickly, and feel comfortable answering email tickets and taking live chats. We receive excellent customer reviews on the quality of the support we provide.

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.

Zendesk - tracking communication master

Comments: amazing, i dont know what i would do without zendesk in my role. It made tracking everyhting so easy

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.

A ticketing platform

Comments: Overall it is extremely helpful ticketing tool to make work easy by mahing automations , personal queue, managing of chats, call over one dashboard. All these things give ease to use Zendesk.

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.

Support admin for zendesk

Comments: This is one of the good tool I have used through out my carrier

Pros:

This tool provide user friendly interface which help end user.

Cons:

I think integration with third party tools can be improved

Clean and usable

Comments: I have more than 7 years of experience with Zendesk and I've always enjoyed working with it.

Pros:

The interface and the usability. It's very well organized and "clean".

Cons:

There are no particular things in Zendesk that I don't like.

A good easy to use platform

Pros:

It's clear and simple to use interface and it's a clearly developed product with a good set of core features, which actually work unlike other platforms.

Cons:

The extra cost for additional features, would prefer a more feature reach lower tiered pricing level

Alternatives Considered: Atera

Reasons for Switching to Zendesk Suite: Price and ease of use were the primary reasons for our choice.

Zendesk in FinTech

Comments: It has its ups and downs but in general it is working quite nicely and the topics that can be complained about are usually not a deal breaker.

Pros:

The general ticket solutions and the possibilities that are within Suite are a good one if you are working in a team. Everyone can have access and also share feedback.

Cons:

Few features are very basic are seen as premium (cost extra). For example forwarding a case on an email costs extra.

A Wonderful Tool For Technical Helddesks

Comments: It really changed how we deal with technical issues!! It created a quick, easy, and organized way for tickets to be submitted, addressed, and cleared. We also is at a FAQ and Wiki, which contains trouble shooting tips/advice, along with other forms of self help. So for us, zendesk even helps our employees handle personal issues at times, freeing the help desk up to handle more difficult matters.

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!

Zendesk Suite offers the best customer support. It's a gem

Comments: If you want to be a pro in providing customer support,you should work with Zendesk Suite and make it easier for your customers.

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.

THE KEY IN YOUR ORGANIZATION EVERY 24.7.12.365

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

Strong Customer Support Tool

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.

Zendesk- The Powerful Tool

Comments: I have had a generally favorable experience with Zendesk Suite, which is consistent with its reputation as a powerful and all-inclusive customer support platform.Its seamless integration with a range of other products and platforms has been one of its most notable characteristics. This has made it easier for data to move between systems and made sure that consumer information is constantly available, resulting in a more streamlined workflow.

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.

Zendesk is easy to use to help your customers

Comments: It's a great program. Makes helping my customers super easy without having to jump around to multiple programs or spreadsheets to find my customers information or order details. I can link it directly to my shops hosting site.

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.

Powerful but complicated

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.

Very Advanced Customer Support Solution

Comments: We're more than happy with Zendesk as our main customer support software. We have a team of 5 - 10 support personnel altogether that mainly work with email and phone support. It logs activities automatically and sends them to our CRM with close to no issues. It's also got good performance and great uptime, and a good number of automation and customization options. Great tool overall

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: Help Scout and Zoho Desk

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.

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.

Zendesk as a 3rd party user

Comments: As a company with vendors providing data to my company, from time to time we had issues with the data providing platform, in order to have a documented incident workflow the vendor asked us to communicate and open tickets via zendesk). The use case was quite simple and easygoing as if there was a problem there was a ticket, in addition as a 3rd party I could use the history and active dashboard to track the status

Pros:

Simple, easy console to use, easily find tickets, good stracture and commenting system

Cons:

The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with vendors and Zendesk was one of my vendors ticketing system).

Useful Zendesk

Comments: I can say that Zendesk is very mucb helpful.

Pros:

You can easily reply to the customer concern.

Cons:

Nothing much because there is a lot of ticket you can merge with.

Zendesk - The Great Customer Service Management Tool

Comments: 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.

Great for customer care

Comments: I really like how simple Zendesk is to use and that it quickly connects you to customers no matter where they are in the world - as long as they’re on your website! I’ve found it enables customers to get answers to their questions more quickly which results in greater conversations.

Pros:

I love how easy it is to chat with customers live as they’re on the website. This has led to greater number of conversions.

Cons:

If you’re not live on the other end, ready to take the messages, it leads to a delay in getting back to customers.