Zendesk Suite Reviews

I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. I have liked the way so far how Zendesk generates alerts and how the ticket has managed the platform with ease of completing the task, attaching information, and keeping the log of the users and tickets.

Zendesk requires individual licenses for adding new agents though there should be some option to add a team within the same license but rather be limited to 3-5 agents per team under 1 license.

The software functions nicely. It is very well put together. They make it easy to run a help desk.

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

The best feature about Zendesk was its ability to sort through tickets based on priority, as well as to adapt templates for our team depending on which type of tickets they were responding to so that they could be more efficient. We also liked that we were able to customize our package to fit our budget.

The self-service articles and help desk features were never easy enough for us to utilize fully with our customers, and therefore we had to rely on our own website and tools to help with recurring questions.

Visibility of all emails and times received was a good feature of this. Also could categorise the priority of the ticket request.

With the visibility of emails, we had incidents where a mail was forwarded to another employee thinking it was just to them, but the customer could see the email chain! This could've massively disrupted our business for future shipments, and a big reason why we stopped using it

Zendesk Suite is an excellent help desk solution that provides comprehensive customer service capabilities. I appreciate how easy it is to customize the platform to fit my business's specific needs. The user interface is intuitive and straightforward to use, making it a great tool for customer service teams. I can quickly configure ticket routing, automate mundane tasks, and create personalized customer experiences.

One downside of Zendesk Suite is the limited analytics capabilities. While it does provide basic reporting tools, it lacks more advanced analytics features. This can make it difficult to measure the success of customer service initiatives.

Zendesk's organized platform helps our staff manage client tickets, questions, and live chats with self-service capabilities and extensive documentation. Its high-quality features let us easily follow up on client tickets, assign automated responses, and promptly distribute them to the right team member. Zendesk's tracking and reporting let us measure the team's reaction time and customer satisfaction.

Zendesk has been trouble-free. Its ticket coding and simplification make it straightforward for customers and team members to follow.

Zendesk Suite is designed to help businesses deliver exceptional customer service by providing a unified and streamlined support experience across multiple channels, including email, chat, phone, and self-service portals. It is widely used by businesses of all sizes, ranging from small startups to large enterprises, in various industries such as e-commerce, technology, finance, healthcare, and more.

Cost: Zendesk Suite is a premium software solution, and the cost may be prohibitive for small businesses or organizations with limited budgets. The pricing structure of Zendesk Suite may not be feasible for businesses with low customer support ticket volumes or limited resources to invest in a premium software solution.

Great ticketing system for Customer service and technical support.

Sometimes when a ticket is created the email does not go to the customer.

Chat has worked very well for us on a daily basis.

Nothing not to like. Chat has worked very well for us on a daily basis.

I was in touch with zendesk as a consumer and the chatbot enabled me to quickly reach the support team of the company I was trying to reach

It can feel really "robotic" sometimes even though there is a real support team

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.

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.

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.

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.

Zendesk is a platform for enhancing customer experience, constantly improving customer satisfaction to the next level and leading in Omni-channel solutions in the world.

As a client of multiple firms who is frequently compelled to interact with Zendesk, I can only say that my heart sinks when I realize I'm talking with a Zendesk representative rather than an actual staff member. They are really sluggish, they are dealing with numerous people at once and expect you to wait while Zendesk makes money, they don't answer your questions, they don't know their thing, and they are frequently unpleasant. I now buy elsewhere if I see a company using Zendesk and that's what I have to deal with in terms of customer support. If Zendesk is involved, it's simply too unpleasant and time-consuming.

My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear...

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I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.

I can confidently say that this software is a game-changer in the world of customer support. The suite of tools and features provided by Zendesk makes it easy to manage customer support requests and interactions, making it a must-have tool for any business.Zendesk Suite is the ease of use and the user-friendly interface. The software is designed to make it easy for support agents to manage customer...

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I have had a positive experience using Zendesk Suite, there are a few areas where I think the software could be improved.One area where I think Zendesk Suite could be better is in its pricing structure. The software can be quite expensive, especially for small businesses or startups. While the suite of tools and features provided by Zendesk is certainly valuable, the cost may be prohibitive for some...

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Zendesk is quite easy to implement and is reliable. It is able to support what we needed in our organization for providing support to our customers (mainly our employees) in the HR space. At present, we implemented to support the employees' entire life cycle from recruitment to termination and even post-termination. Zendesk has the capability to integrate with other systems like Workday through APIs, where we can manage user creation, updates, deletion, and ticket management. They also have a built-in analytics feature where we can build queries and dashboards within Zendesk, enabling us to do ticket analyses and handle SLAs to improve our customer satisfaction.

The pricing is relatively high, given the limitations that Zendesk can provide, especially the licensing costs. We also experienced difficulties in reaching out to technical support. There were multiple times that the technical support would say that what we're asking for is not technically possible, but our developers were able to find the solution ourselves. Moreover, they don't have a way to support escalations whenever necessary. In managing security through user segments, the logical functions are quite limited which makes it hard for us to create complex rules.

Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Zendesk is a great and organized space, with its features, the staff can organize everything related to customer tickets and inquiries, as well as live chat with them, self-service features, and also accurate documentation of all actions. I love how Zendesk's high-quality automation enables us to automatically track incoming tickets from customers and how we can customize an autoresponder to respond...

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I haven't experienced any negative functionality with Zendesk, the user interface design is amazing, all the tools and tickets are easy to access, and the way tickets are coded is innovative and simplifies for the client as well as team members to easily follow.

At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Their chat software will consume the life out of your website performance.

Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center. It allows to automate response to our customers. Also, customize the tool according to the type of company. From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished. Their...

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Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational. We as a client can add response times, and define with a category that is requirements or request and that are incidents. Next, what features Zendesk would need: * Add response time according to the type of requirements or request. * Define type...

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•Comprehensive customer service platform that offers a range of tools for managing customer interactions across multiple channels.•Robust analytics and reporting capabilities enable users to track key metrics and measure the effectiveness of their support operations.•Automation and workflow tools can help streamline processes and reduce agent workload.•User-friendly interface that is easy to navigate and customize.•Extensive knowledge base and community support resources available to users.

•Steep learning curve, especially for users with limited technical expertise.•Pricing can be relatively high compared to some other customer service platforms on the market, which may not be suitable for smaller businesses with limited budgets.•Some users have reported issues with system performance and reliability.•The platform may not be as flexible or customizable as some other customer service solutions on the market.•Limited customization options for reporting and analytics, which may not meet the needs of more advanced users.

This software allows me to take calls, handle tickets, handle chats and review my internal resources in one place! Different departments have different queues to keep everyone's work separated and with a quick switch of an assignee, you can escalate or deescalate tickets as needed. The software allows the creation of macros/canned responses that can be limited to specific teams but are easily accessible...

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I dislike that this software does not come with its own dark mode feature. All software are integrating that feature into their UI but Zendesk dark mode features can only be accessed through third party developers, some of whom are trying to charge exorbitant amounts per account.

Consistency: Very few service outages and very little change in UI and product structure. Both of these things create a more familiar and consistent workflow. Robust: Robust is a buzz-phrase I try and avoid using, but honestly the robustness of Zendesk is one of the primary reasons we transitioned to it away from HelpScout in 2017. Everything is fairly robust; reports, ticket indexing, integrations,...

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Innovation: Zendesk seems to have done all of its innovation years ago as the product has achieved a plateau of functionality of features Support: I very much dislike Zendesk's support set up. The amount of money you pay them seems to have a significant impact on your ability to get quick support help. Instead, they depend heavily on an open forum system where other Zendesk users try and help support eachother. Often these support threads turn into a bash-fest with poor attitudes.