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Conversational Cloud vs Zendesk Suite Comparison

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Overview

LivePerson is an industry leader in Conversational AI and enterprise-grade chatbots that increase sales and improve customer...

Category Leaders

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

49

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

39

5

4

3

2

1

24

10

2

1

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
86%
would recommend this app

4.4

3.4K

5

4

3

2

1

1.9K

1.1K

284

57

42

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

I love the ease and interface of this program. It’s very smooth for the most part and the stats provided are a fantastic tracking tool.
The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.
Great product and great support should you need anything ,was a funniest when it came to using some software but all I had to do was contact the support department and they plenty helpful.

Pros

I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

Cons

Terrible customer service - we were charged for months after closing the account.
Trying to figure out myself how to. Find an up to date tutorial (practically an impossible mission through the maze of unclear web pages and unsuccessful searches).
This can be really confusing when you have multiple chats opened named "visitor.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.
  • Vendor responds to reviews
  • Last review3 years ago
  • Vendor responds to reviews
  • Last review4 days ago

Key features

  • Total features67
  • AI/Machine Learning
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Code-free Development
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Guidance
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • Filtering
  • For Developers
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR/Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Intent Recognition
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pre-Configured Bot
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features184
  • AI/Machine Learning
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Code-free Development
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Guidance
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • Filtering
  • For Developers
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR/Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Intent Recognition
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pre-Configured Bot
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations18
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations1117
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

TK
AvatarImg

Tomas K.

Leisure, Travel & Tourism, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Easy Support System

Reviewed 4 years ago
Pros

Zendesk is very user-friendly software for ticketing, chat and customer support communications. Very happy so far.

Cons

There are other solutions like Drift - conversational marketing or Intercom that are very competitive to Zendesk.

AR
AvatarImg

Verified reviewer

Computer Software, 201-500 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Lightening fast support

Reviewed 5 years ago
Pros

Allow our team to deliver lightening fast support that's fun and personal. Plugs into alot of our systems and allows us to share the support tickets easily

Cons

Conversational marketing is a tough space and theres alot more options like Drift coming up that are more popular

AvatarImg
AvatarImg

Palash S.

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Best for Starters

Reviewed 8 months ago

Overall experience is fantastic, definitely recommend if your requirement is not high or for limited set of customers

Pros

Simple and elegant quite easy to use and someone with a starter experience in CRM and Service desk should definitely go for Zendesk and once confident based on requirement can make a switch to advanced products in CRM and Ticketing system

Cons

Still quite basic as compared to advanced version in Salesforce Service cloud

HC
AvatarImg

HUGO C.

Computer Software, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Exceptional price performance

Reviewed 4 years ago

We have Zendesk for customer facing interface for its clear and simple look & feel. Salesforce are kept as back end for its powerful workflow and automated notifications.

Pros

Good case tracking tool for team collaboration. Flexible API for integration in our company website.

Cons

Background workflow good but still not as flexible as others, Salesforce service cloud for example.

AR
AvatarImg

Verified reviewer

Computer Software,

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

We've been using Zendesk for our customer support requirements, overall, excellent experience.

Reviewed 5 years ago

Provides a great cloud-based solution to support our customer base.

Pros

Very intuitive to use and set up, our customer base is very complimentary of our support solution. Provides a great user interface and an important interface to our customers who require support. Easily customizable to our requirements.

Cons

The initial administration log-in can be confusing if you're not familiar with the software.

VS
AvatarImg

Victor S.

Telecommunications, 5,001-10,000 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk hqs mqde IT life eazy

Reviewed 5 years ago
Pros

Customer service software and support ticketing system by Zendesk. Cloud-based help desk solution and which is quite helpful in cloud computing

Cons

With less to say, Zendesk is still the best in business support world, An advancement in their User interface would be best

ME
AvatarImg

Mahmud E.

Computer Software, 11-50 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

I found it very useful

Reviewed 6 years ago

The bes thing is that it is web-based service and it means users or group of users can work from anywhere. The overall interface and design is extremely user-friendly. Features are working perfectly.

Pros

Easy to setup and use Lovely design Cloud-based Mobile version

Cons

Bit expensive FAQ section for customers would be great Import function is difficult to use

TH
AvatarImg

Tim H.

Oil & Energy, 11-50 employees

Used other for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Ticket System

Reviewed 2 years ago

Their support is phenomenal and they went out of their way to help me a couple times.

Pros

The cloud based ZenDesk was very easy to setup and allows me to keep track of things going on through the portal or email.

Cons

No major issues so far, not sure how hard it is to setup on premises but the cloud solution was quick and painless to setup.

MM
AvatarImg

Matt M.

Computer Software, 501-1,000 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk at ZirMed

Reviewed 6 years ago

I was on the committee to select Zendesk as our new helpdesk platform and although I no longer administer the platform I helped the with the beginnings of the initial setup.

Pros

Customization capabilities; robust reporting platform; ease of use; cloud-based and integrates with other platforms.

Cons

Somewhat difficult to setup robust work-flows and automation initially.

BC
AvatarImg

Brian C.

Consumer Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

ZenDesk Use Case

Reviewed 3 months ago

Fantastic. The Company I work for moved from a local ticketing system to this cloud based service and it was a game changer.

Pros

It does it it says it will do. Great for ticketing.

Cons

So much more it can do just don't have the time to spend time on the learning curve.

V
AvatarImg

Viktor

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Our SLA compliance has improved significantly since we started using it

Reviewed 9 years ago

We saw an immediate commercial impact when we integrated Zendesk – time savings, cost savings and a powerful way of benchmarking how we support our strategic partners. We’re very impressed

Pros

Cloud-based software Customisable solution with APIs to extend functionality Reporting feeds into Service Level Agreements (SLAs)

Cons

No cons were added to this review

PZ
AvatarImg

Plamenna Z.

Financial Services, 501-1,000 employees

Used other for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Really convenient

Reviewed 4 years ago
Pros

Very affordable rates . Being on a cloud makes it a very efficient and convenient ticketing system to have .

Cons

Their main page crashes abnormally often . I don't think it's a browser issue, because it's the only page with which I have this issue . The page can also be hard to navigate if you don't know where you want to go .

AR
AvatarImg

Verified reviewer

Computer Software, 10,001+ employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

One of the best unified workspace for handling customers

Reviewed 2 months ago

The overall experience was good and provides excellent features. They can probably work on providing priority support to first-time users.

Pros

I like that they solved a very complicated process of handling customer issues in a very easy way. Their suite provides features that help us humanize the live chat and use natural language with the customers. I can customize some of the replies in a very conversational way. Moreover, I can combine it with multiple channels like email, chat, voice, or messaging, i.e., they allow me to choose the interface I want to use for different parts of my business. It is an excellent service-first CRM software that helps me handle support, sales, marketing, customer engagement, ticketing, etc. all in one place.Additionally, they support more than 50 languages, helping me expand my business across borders.

Cons

I did not like that they did not provide me with a personal manager to set up the suite in the initial days. Only after repeated reminders, they provided me with some help. I felt somewhere, that you need to be pro-member in order to get quick responses from them.

CP
AvatarImg

Chris P.

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Easy to configure, administer and use

Reviewed 6 years ago
Pros

Ease of integration with other cloud services - they offer an app catalogue that makes connecting to other systems a breeze!

Cons

Mobile access and outdated mobile app. I was never able to get the mobile app to work. Also - they offer an O365 plug-in but it's of limited use - doesn't allow you to modify tickets, only submit new ones.

AR
AvatarImg

Verified reviewer

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Create a customer support portal with ease

Reviewed 5 years ago
Pros

How it's all cloud based - nothing to install. Even works on your phone. Always on, and clients love it too

Cons

A few steps required to set it up correctly. Perhaps needs better waymarking of steps required to onboard correctly.

AvatarImg
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Phil C.

Computer Software, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Hands down the best support ticket system available

Reviewed 5 years ago

Zendesk replaced our legacy ticket system, which was clunky and not cloud-based. With Zendesk being in the cloud, we can access customer information, ticket details, etc. from wherever we are. Perhaps most importantly, it permitted customers to give direct feedback as soon as a ticket is marked closed. This has been an invaluable tool for us in evaluating whether we're providing top-notch support.

Pros

Zendesk is extremely easy to setup and get started, and once it's up and running, it starts building itself out as a knowledge base. It's extremely easy to search the database, either by ticket #, customer name, application/category, etc. It also produces outstanding reports -- for example, the frequency with which the support staff opens/solves/closes tickets, which customers submit the most/least tickets, etc. In addition, it integrates beautifully with our CRM system (Nutshell) to provide seamless access for sales staff. With this, the sales team can see which customers have open tickets, etc. It's really great! The built-in feedback mechanism is also great, providing customers a chance to review the service received.

Cons

It's almost impossible to find something I dislike about Zendesk. I almost never hear any of the support folks complain about it, nor have I run into any problems using it myself.

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Feastre L.

Packaging and Containers, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk provides us with everything necessary to handle technical support well

Reviewed 4 years ago

Working with Zendesk is highly recommended for technical support teams and for call centers, since without a doubt its great strength is the variety of tools it has to manage telephone calls, including the automated routing of these.

Pros

Zendesk support ticket management is very balanced. With this service, each ticket can be prioritized over others, depending on the severity of the case, in order to address the most complicated and time-consuming situations.

Cons

Now, the Zendesk platform has many limitations in terms of its communication tools. For example, it does not integrate to file sharing services, so working with attachments from the cloud becomes complicated.

MR
AvatarImg

Marc R.

Medical Practice,

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk, Inc.

Reviewed 8 years ago
Pros

The advanced cloud-based features and self-service options with minimal third-party intervention outside an excellent customer support department as needed.

Cons

The February 2013 security breach and its impact on identity theft and privacy concerns, which Zendesk, Inc. subsequently addressed in an extensive update.

AR
AvatarImg

Verified reviewer

Computer Software, 1,001-5,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk as a help desk ticket tracking system

Reviewed 4 years ago

Our LMS vendor uses Zendesk to manage help desk tickets. I'm our LMS administrator, so I spend a lot of time on Zendesk tracking the progress of those tickets.

Pros

I like that it's in the cloud and multiple users can access it in order to view and track the progress of help desk tickets.

Cons

In using Zendesk to track trouble tickets, you can add additional users to CC on emails that are sent out about the tickets. However, those emails don't show who is CCed -- and I'm not entirely confident that the people I request to be CCed are actually receiving the emails.

KM
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Kayla M.

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Zendesk Suite

Fabulous software. I wish our office used this over spiceworks.

Reviewed 5 years ago
Pros

Cloud based- GENIUS. It makes the app run smoothly without ever having to deal with glitches. Also, the reports it generates are on point! Highly recommend.

Cons

It's almost impossible to find something I dislike about Zendesk. I almost never hear any of the support folks complain about it, nor have I run into any problems using it myself.

AR
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Verified reviewer

Plastics, 51-200 employees

Used daily for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Zendesk Suite

Zendesk Support

Reviewed 20 days ago

I highly recommend especially on a teamwork ICT environments.

Pros

Since its a web based solution, less expensive to maintain also no headache of data management. One of the best cloud ticket solution for ICT department ticket tracking.

Cons

Often we had issue of not getting notifications, like it pausing and then all mails of ticket number would come at once many of them as messing your inbox.

SP
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Sagar P.

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Zendesk Suite

Awesome service management tool

Reviewed 5 years ago
Pros

It is very clean and tidy. Easy to use and serves the purpose. I would really like to recommend Zendesk for every enterprise. It is a cloud based!

Cons

I am not seeing any Cons for this software. I am not seeing any Cons for this software. I am not seeing any Cons for this software.

AR
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Verified reviewer

Computer Software, 51-200 employees

Used daily for less than 6 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Zendesk Suite

Service Desk Tool that packs a punch

Reviewed 3 years ago

Its a ticketing solution that has all the bells and whistles and can really help drive end user self service and avoid bloat on the service desk

Pros

- Cloud based, no installer and software to manage on premise - Supports all the different ITSM and ITIL lifecyles - Dashboard and reporting - Features really helps with first call resolution

Cons

I would like to see more options around customization of the platform, where you can have the ability to fully reskin the product to match company branding.

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Carla d.

Pharmaceuticals, 51-200 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Zendesk Suite

Best customer support app

Reviewed 3 years ago

This app has helped the company to be more efficient in the way we provide customer service, from creating manuals to providing real-time support.

Pros

It is one of the best cloud-based customer support tools. Includes knowledge base, ticket system and chat function. User-friendly for both sides, customer service agents and customers themselves.

Cons

The only problem I have seen is that you cannot modify or edit the source code, in other words it is not an Open Source app.

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Kenneth S.

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Zendesk Suite

ZenDesk offers nice features too

Reviewed 5 years ago
Pros

ZenDesk has been around since 2007 and offers many of the same features that the myriad of other cloud-based Help Desk / Ticketing systems provide. ZenDesk was the gold standard.

Cons

To include many of the key features of ZenDesk you must upgrade .