Zendesk Suite Reviews

Easy to use and serve customer seamlessly

Little complicated to use but customer care is supportive to solve this

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 requests and inquiries efficiently. The dashboard provides a clear view of all support tickets and enables agents to respond quickly and effectively. This has improved our ability to handle a large volume of customer inquiries and resolve them in a timely manner.Another feature that I found very helpful is the automation capabilities of the software. Zendesk Suite has a variety of automation tools that can help streamline support processes, such as routing tickets to the correct support agent or sending out automatic responses to frequently asked questions. This saves a lot of time and resources for the support team and ensures that customers receive a prompt response to their inquiries.Zendesk Suite also has powerful reporting and analytics tools that allow me to track the performance of our support team and identify areas that need improvement. This has helped us to optimize our support processes and improve the overall customer experience.In conclusion, Zendesk Suite is an excellent software for managing customer support requests and interactions.

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 organizations.Another area where Zendesk Suite could be improved is in the customization of the user interface. While the interface is user-friendly, it would be helpful to have more options for customizing the look and feel of the software to match the branding of the organization.Finally, while Zendesk Suite does have a variety of automation tools, some of them can be complex to set up and use effectively. It would be helpful if the software provided more guidance or tutorials for setting up automation rules and triggers.Overall, these are relatively minor criticisms of Zendesk Suite. The software remains a powerful and valuable tool for managing customer support interactions, and the benefits it provides far outweigh any drawbacks. With its ease of use, automation capabilities, and reporting tools, Zendesk Suite is an essential tool for any organization that wants to provide excellent customer support.

Sticking to Zendesk is very easy. Open a free account, plug in your email and you are off. Thats the reason this company is such a popular customer support software. Start off frictionlessly and you won't ever be able to stick away from them.

That doesn't mean they are a good solution.

As soon as you want to build some sophisticated solutions with ANY digital company in 2021 requires from day one, you will face two things:

1) Advertised features for enterprise plans which don't actually exist, or are a euphemism of what one can understand. I.E. a sandbox environment. We literally got told it didn't exist after we hired enterprise chat.
2) A terrible - terrible is the word, I honestly don't like to speak poorly in public of anyone, but you guys deserve this post - customer support. Despite having an account manager, I have probable been referred to sign up on my own for multiple register forms for products, and speak to multiple agents to sign SO to commit to payments... and the product was NEVER delivered. Once they have you committed to a payment, they won't follow up for success.

What I like most, is that the core features of a helpdesk/customer service company, and all evident within the suite. Plus they all integrate seamlessly with one another. The GUIs are all easy to use and make the software familiar.

Occasionally, my team do lose info if they don't save what they're doing often enough. The page seems to time out after a certain time, and they need to readd their input.

I appreciate that it provides a seamless communication channel with our customers, while also integrating with other communication channels. With Zendesk's flexible trigger options, I am able to automate many tasks and minimize repetitive work. I also find its support for working with different support tickets and personalized views to be very helpful. In addition, the reporting ticket feature is useful for filtering my own work as well as that of other agents. Overall, Zendesk has been a great tool for me and our team.

All good unless few small things like; If an agent forgets to log out of Zendesk, their status remains online, which can be misleading. Additionally, the customer review system is limited, as it only allows customers to rate their experience as either good or bad, without the option to provide additional feedback. This can lead to negative reviews for the company, even if the customer had a positive experience with the agent. Furthermore, if someone is using Explore to query data, others cannot access it until they are finished, which can be frustrating when working as a team.

User-friendly: Zendesk has a user-friendly interface, making it easy for even beginners to use.Integrations: Zendesk integrates with a wide range of other applications, making it easy to connect to other tools that businesses are already using.Customizable: Zendesk offers a range of customization options, allowing businesses to tailor the platform to their specific needs.Multi-channel support: Zendesk provides support for multiple channels, including email, phone, and live chat, making it a comprehensive customer service solution.Analytics and reporting: Zendesk provides advanced analytics and reporting capabilities, making it easy to track and analyze customer support data.

Cost: Zendesk can be expensive, especially for businesses with limited budgets.Limited functionality: While Zendesk provides a range of customer service features, some businesses may need more advanced functionality that Zendesk does not offer.Complex setup: Zendesk can be complex to set up, especially for businesses with limited technical resources.Integration limitations: While Zendesk integrates with a wide range of other applications, some integrations may not be as seamless as others.Customization limitations: While Zendesk is customizable, some customization options may be limited, especially for businesses with unique requirements.

Zendesk Suite is an excellent customer support platform that offers a range of tools and features to help businesses manage their customer interactions. The platform is highly customizable, making it easy for businesses to tailor their customer support processes to their unique needs and preferences. The user interface is intuitive and user-friendly, making it easy for us to navigate the various features and tools.Additionally, the platform provides in-depth analytics and reporting, allowing businesses to track their customer support performance and identify areas for improvement.

One potential downside of Zendesk Suite is its price. While it offers a range of valuable features, it can be more expensive than some other customer support platforms, which may make it less accessible for small businesses or startups. And I notice that the automation capabilities of Zendesk Suite are limited compared to other.

You can customize the views to suit the kind of tickets that come into the account. You can get a detailed representation of each agent's output during the month. You can customize its appearance to best suit your brand and needs. You can set up a variety of pre-conceived responses called macros to aid the agents in responding to common queries and issues within the account. You can set up a call centre using this helpdesk.You can make internal notes to the team using this helpdesk, this is often important during drafting training. It is easy to train agents on how to use this software.

It is a bit pricey. The software has had the same look for a while now which, after a while, starts being monotonous.

I like how easy it is to review all customer queries and get an idea of what customers are talking about. Collaboration is also smooth with the live support team and other departments all thanks to the tool

As someone not using it daily, I feel like there are more things to learn as it seems to be a tool with many features.

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.

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.

There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.

New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.

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 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.

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers.

It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information,

Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

It can be very complex/difficult at certain point due all the features that they offer.

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!).

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.

At first I didn't have so many issues with the software because I thought that's the best we can do, I've been using Zendesk for other features at other jobs and they have a long standing good name. But when I discovered the cost we were paying and the service (or lack thereof) we were getting, I found another option that works much better for us. Zendesk does a decent job at calling, but we often had issues and lost service and when we asked it was always a Twillio issue. Talkdesk also uses Twillio, they all do, and in a year using Talkdesk we haven't had a single outage.

I think Zendesk has it's strength in the market, their ticket system and customer helpdesk software is outstanding, just not sure the calling feature is their biggest strength.

It was glitchy, had issues connecting, staff has trouble using it, but mainly it was VERY expensive!

Zendesk is super easy to use. Our Support team loves how simple it is to find and response to customer requests and issues. Zendesk also makes metrics tracking extremely easy with pre-fab dashboards that are quickly customizable.

There are a few integrations that could use some work, like the Zendesk //Hubspot integrations. One of them is great, but the other does not provide much value.

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.

The format of the ticket interface lends its self to serving email based communications very well. At a glance I can easily see all tickets sent by a specific requester or business and prioritize based on the severity of the issues being described. The help center and chat button that can be integrated into custom applications can be a game changer when it comes to self service. Inbound and outbound call recordings are super critical especially for our finance team to ensure we have a reliable means of keeping proof of what was said.

The cost is ever increasing while they shift features away from lower tiers and pay wall them behind more expensive tiers of their service. We used to have rich analytics with Gooddata. Since they moved to building their own analytics add in a company has to be at a minimum tier of Zendesk and then purchase the Explore add in. From there someone needs to familiarize themselves with the add in service and create the data sets they need.

Zendesk's own support team's response time has become abysmal. It takes weeks to hear back from anyone despite adding words like "urgent" "critical" "time sensitive" in the subject line and the body. If you're get a response, you just hope it's comprehensive enough to solve the problem on the first try, but more often than not the support agents miss the point or gloss over the issue and provide a support article that doesn't help solve the issue. Getting tickets escalated to a higher tier on complex issues can take months to achieve. This is all very ironic from a company making money hand over fist and yet can't keep up with customer support demands.

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 those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

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.

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

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 whether it be for a ticket or a chat. The phone call plug in and chat plug ins are easily accessible as well, and can be deactivated for users who should not have access to those features. The chat and phone call notifications are loud and consistent so an agent won't ever miss a service request (unless due to negligence or poor connection). You can customize how many chats an agent should handle at a time and how long an agent can get 'wrap up' time after a call. Tickets are automatically populated after a phone call or chat has been established so an agent can follow up with a customer after they've spoken with them in real time.

Other features of Zendesk that I like is it can be used as a help center for FAQs and an onboarding site. So you can use it for job postings to outline the criteria for jobs or gigs and for the application.

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.

Integrated channel support. The ability to have customers interact seamlessly via chat, email and voice.

Would like greater interaction with account managers. We want to get the most out of the software but for the most part we have to figure that out on our own.

Web interface and app are easy for agents to use and become familiar with. Forms can be set up and customized to capture a wide range of issues and set up to auto-send to the correct departments for quick follow-up. There is an ability to set up a variety of views and to share these or keep them to a single agent if desired. Once a ticket has been created, end users can reply directly from their email, which makes it simpler for them to use.

Analytic tools in Zendesk aren't bad. The permissions and available types of users are good.

There are definitely some limitations to this platform that become more evident the more familiar you become with the system. There are some settings that cannot be customized on a per-form basis, and this makes it difficult to fully customize reporting and analytics properly. There are similar limitations on SLAs, especially when there are end users that operate with different hours/days of week, so some of the blanket settings become less useful in situations like this.

There is no end-user app.