Zendesk Suite

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 if a very complete software for customer service and IT

Comments: The ticketing system, filtering tickets, and how you are able to asign tickets in the system, it was very good to manage customer service for online stores, tickets for IT, and much more. it was an Excellent service.

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.

so close to 5stars

Comments: Overall it was okay, it has a few bugs that need figured out before it can be 5 stars

Pros:

It was easy to navigate and user friendly.

Cons:

It would oftentimes lag and make it a longer process then needed.

Zendesk Suite easy to use

Comments: My overall experience with Zendesk Suite has been positive, as it effectively centralizes customer support with a user-friendly interface and helpful automation tools. The platform makes it easy to manage tickets and integrate third-party apps, which improves both workflow and team collaboration. However, as the organization grows, the pricing can become a challenge, especially for accessing premium features.

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: JIRA Service Management

Reasons for Switching to Zendesk Suite: I chose Zendesk Suite for its intuitive interface, robust automation capabilities, and seamless integration with third-party tools, which provided a more comprehensive and scalable solution compared to other options.

Long term user - solid product!

Comments: Zendesk is a solid platform that we have used for over 12 years, and helps to serve our customers well. As a customer facing tool for users of our SaaS platform, we utilise Zendesk support & gather for ticketing and KB respectively.

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!

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.

Zendesk Review

Comments: Good, served its purpose, but couldnt capture data up front like other programs.

Pros:

Was able to chat among coworkers, review past chats.

Cons:

The rotation was too fast at times, couldnt respond in timely manner without losing the chat. Couldnt upload images.

Zendesk Review

Comments: Zendesk has been solid overall. Aside from more customization when creating articles, not much more I could ask for.

Pros:

Easy to navigate. Great ticketing system.

Cons:

Would like to see more customization options when it comes to creating articles.

Useful customer ticket management software but pricey for advanced tiers!

Comments: Overall, due to the scalable nature, ability to work with third-party tools, and improving the customer interactions, a good software that can be useful.

Pros:

The awesome feature is the centralized ticketing making it so much easier for managing customer tickets.

Cons:

As you move up the advanced tiers, so does the price...can be quite hefty!

Mandatory Download

Comments: My overall experience with Zendesk Suite is its an amazing, high quality, app that allows you to work from home, do school from home and just basic business contacts.

Pros:

Qhat i like most about zendesk it that ability to interact with co-workers, amagers and even school.

Cons:

What i like least about zendesk suite is that i just wish it qould turn off somethimes in just needa brake feom work. Lol.

Zendesk is a good tool to have in your tool kit.

Comments: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations. The intuitive interface, robust ticket management, and knowledge base features contribute significantly to providing a better customer support experience.

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.

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.

Very helpful tool for customer services with multiple options : Chat, Email, Messaging, Calls

Comments: It makes day to day tasks easy.
Chat, Email, Messaging, Calls options to do the daily tasks.
Internal notes option helps to keep track of the status of the tickets/concerns.
Links of Guru, Atlas can be attached for references.
Multiple tasks and concerns can be handled together.

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.

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

Zendesk Suite, Is It Really Sweet?

Comments: So far my use with Zendesk Suite has been quite positive. No issues and its very reliable.

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.

Best for Banking

Comments: We optimised the customer support operations using Zendesk, and with other Zendesk products.

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.

Comprehensive platform for providing customer service, with a few features that can be improved

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.

I love ZenDesk - Support and Guide!

Pros:

Organization, the searching, the reporting and the usability.

Cons:

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

Complete ticketing tool

Comments: Fine , reliable and organized ticketing tool with sla management and to keep track of status and accurate timeline of all the support tickets. Easy to configure and automate responses on the tickets.

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.

Professionalism with Zendesk.

Comments: One of the standout features of Zendesk Suite is its ability to centralize customer support activities. The integrated ticketing system in Zendesk Support allows teams to manage customer queries seamlessly. This system, coupled with automation features and customizable workflows, contributes to a streamlined process for issue resolution. The multichannel support capabilities, including email, chat, phone, and social media, enable businesses to engage with customers across various touchpoints. That is why my overall experience with Zendesk is very good.

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.

Zendesk Suite Review

Comments: I am very happy using Zendesk since it makes my work easier.

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.

An old-fashioned customer-friendly product

Comments: Zendesk feels user- and customer friendly, you profit from an accessible knowledge base but for a growing SaaS company we feel like there could be improvement in supporting more extensive workflows, processes and ITSM-aspects.

Pros:

I like that customers can easily profit from the knowledge base which helps reducing the amount of incoming tickets but also the simple things as replying, changing the ticket status and reading formatted text is so much easier. By the way, also you don't get easily lost in big threads.

Cons:

There isn't a full Self-Service Portal like other ITSM-tools and there is limited functionality to enable decision-makers and leaders to have control over their Change Management process.

Zendesk Review

Pros:

That it integrates with other Apps and has it own dash

Cons:

That it takes a lot of actions to configurate tags, for exemple.

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.