Zendesk Suite Reviews

Good Tool for Support Tickets, Live Chat and Messaging

Comments: A good tool to communicate with the customers and also internal communication in Contact Center

Pros:

I like the way Zendesk is handling the Support tickets, Live chats, and messages & providing a lot of options to analyze the data on their end or extract the data via API & analyze on our end

Cons:

Lack of Option for extracting some of the data via API which is available in their website Dashboard

Zendesk Review

Comments: Easy to use and navigate, seamless intregrations into other programs.

Pros:

Super easy to use interface, very user friendly.

Cons:

Having to search and go through numerous screens to get where i want to be.

Basic, but a bit high price

Comments: This customer service platform stands out for its intuitive interface and comprehensive ticketing system. The software excels in managing customer communications across multiple channels including email, chat, and social media.

Pros:

User-friendly interface with easy navigation Reliable performance for team collaboration

Cons:

Limited customization options Higher pricing for advanced features Basic reporting features could be enhanced

Best all-in-one customer support software

Comments: Data flows through Zendesk very well from chat, tickets, to the helpdesk. Their health desk and ticketing is definitely better than their chat however. That part can be improved.

Pros:

The best all-in-one customer service platform I've used. Their customer service especially is great, and mostly based in USA/Canada.

Cons:

I wish for the high price they charge that it had more powerful customer chat features like a Bird for example. And easy to customize more easy to customize templates without needing a developer to make adjustments.

Does a good job but isn't the best

Pros:

Good UI and intuitive to use. Has a reasonable amount of features.

Cons:

Poor support and lack of customisation/feedback channels.

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.

Zendesk does the work for you

Comments: I have used Zendesk for 6 years with 3 different companies, and it is always amazing.

Pros:

The quick and easy ability to put in support tickets with your IT team.

Cons:

Absolutely nothing. I have no notes for this software.

Zendesk Suite Overall a Good Product

Comments: Over all this is a good product even with the steps I described. I of course am not that tech savi so perhaps that played a role in it.

Pros:

I liked that ability to see all the inbound communication that my employees were getting. If someone was on vacation I could go respond to someone that he was working with. This really helps with the customer experience.

Cons:

It seemed like there were alot of steps needed to be done in order to set up filters and flows of emails. I would have loved to see this easier and more user friendly.

Zendesk for ecommerce and customer support

Comments: I had a good experience overall, I used it daily with customers with repeat back and forth.

Pros:

Ease of use, clean format that was easy to organize tickets

Cons:

Limited in abilities especially with document uploading

Great for Help Center / Knowledge Bade

Comments: Very intuitive platform with straightforward help center home page

Pros:

Large Data Storage Limit of 10.5 GB with the option to upgrade

Cons:

Template Objects are complicated to code in

"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.

Excellent way for a team to respond to your customers quickly

Comments: Overall, very pleased with ZenDesk for my team to support our customers and users. We are able to respond to tickets quickly and efficiently and it keeps our customers happy. It's much simpler to use than a shared email inbox.

Pros:

ZenDesk is a great tool to address customer inquiries and complaints. My team and I can quickly respond to customer support tickets, tag tickets with keywords, such as "bug, "complaint", "praise" and more. We are able to also set the status for each ticket and assign to a specific user. The user interface is very simple and user-friendly. You don't get lost in the details of the tool because it's straight forward.

Cons:

The spell check feature lags a bit from time to time, so it's easy to send a response with an error when responding quickly. It's also susceptible to spam inquiries. My team and I get several (10-20) spam inquiries written in Chinese on a daily basis. They are aware of the issues, however, there has not been resolution for quite some time.

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.

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!

You won't use another ticket manager after this.

Comments: I love it, I genuinely use it every day to manage client requests and it makes my workflow super easy.

Pros:

It's simple and to the point. This is what great products are about. Have just the right functionalities and organization offers to easily contact clients and manage request tickets.

Cons:

This is just a whim, but a way to tweak the views that don't require preset rules for individual users would be great. Only some options are "order by". A way to follow up on bad reviews from clients without opening a separate ticket or just removing them from the count after being taken care of would make for a nice morale boost.

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.

A 5 year user of ZD

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.

Pros:

Zendesk is user friendly and easy to navigate.

Cons:

So far, the least I like about zendesk is Complexity of Setup and Configuration.

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- 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.

Try and you won't regret👍🏼!

Comments: It's a life changing app for me since I've been on work from home setup since pandemic. I found many app to use but this stands from all of those apps.

Pros:

You can easily track the performance of your team virtually. If there are issues with them, we can communicate easily and I can remotely help them. The features of this app is not crucial and very I really appreciate that it was very easy to understand especially for first time user like me.

Cons:

Overall experience was amazing and I haven't experience any issues till this moment. I really recommend this app for those that are working from home.

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.

Good helpdesk tool with many features

Comments: As well, it saves me so much hassle concerning the enhancement of the workflow. Issues can be handled and resolved a lot quicker adding to the satisfaction of both myself and my clients.

Pros:

It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.

Cons:

It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.

Efficient Customer Support with Zendesk Suite

Comments: My overall experience with Zendesk Suite has been excellent. It's easy to use, customizable, and has significantly improved our customer support process. Highly recommend it!

Pros:

The user interface is super intuitive, which makes managing customer interactions easy. Overall, it's really improved how we handle customer service.

Cons:

There haven't been any major drawbacks so far. Zendesk Suite has been smooth and effective for our needs as a team.

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.

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