Zendesk Suite Reviews

Very nice customer service and support platform

Comments: In my experience, Zendesk Suite is effective platform for managing customer service and support. The platform's user-friendly interface and wide range of features make it easy to track and resolve customer issues.

Pros:

The integration with other tools, such as CRM platforms. One of the best features of Zendesk Suite is its knowledge management tools, which allow businesses to create and share knowledge bases and support documentation with customers and team members. This can be a major time-saver for customer service teams, as it allows them to quickly access the information they need to resolve issues.

Cons:

Depending on the subscription plan Zendesk Suite can be a relatively expensive . It's important to carefully evaluate the features and capabilities of the platform to ensure that it aligns with your needs and budget.

Zendesk - Main reason of use is the Live Chat service

Comments: I've had a good experience as their default options meet our requirements; however, to make the software more beneficial for us and more personalized, we've had to jump through loops and hoops with sometimes not getting a resolution from their side as to what we wish to do in their system.

Pros:

I like that we could get it fully connected with our internal software and database. Allowing the systems to communicate between themselves and making sure no critical piece of information is lost.

Cons:

Because of the ongoing renovations, Zendesk is doing to their software, some options in settings are not logically set under the options they should be. For example, you may be changing an option for a user, so you go to Settings and then to Users, but you realize to make that change, you have to go through a totally different set of steps when logically, the options should be where you first went.

Zendesk for Live Chat! Perfect

Comments: Its a great tool but a little pricey for small businesses.

Pros:

We were considering few tools for service desk and live chat and zendesk was the one we started with. The deployment and on boarding was good. I appreciate the help of support. They were prompt.

Cons:

Data misses out while uploading or exporting the data. I am not sure if its issue with the tool or its something that I am missing.

Solid System to Capture Customer Emails and Calls

Comments: Zendesk has been helpful for us to help collect our emails, form captures and calls. Sort them within a ticketing system, and prioritize the tickets as needed. And send them to the person who will reply. Not having someone who has to answer the phone, and then pass that message to the appropriate person is a big help for us.

Pros:

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.

Cons:

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!).

Zendesk is robust and customizable, but....

Comments: Mixed bag. We definitely have a love hate relationship with this software.

Pros:

Robust reporting, customizable to fit your needs.

Cons:

To be the largest and most popular support software in the industry, their customer support is TERRIBLE. It takes weeks to get a response, and even then they don't read your email. They send macro responses and give the wrong advice. I've had someone tell me that you can't do one thing or another, when we are clearly already doing it in our setup.

The best for customer service

Comments: Overall it is a very positive experience and the software is highly recommended, as well as being cost-effective.

Pros:

The most useful help for customer management in my eCommerce. It is a tool that helps to save time and to know which member of the team is taking care of each request.

Cons:

Although there have been no problems with their installation, customer service is one of their weaknesses. As usual they try to keep everything on a knowledge base and usually the first point of contact does not have much information to be able to help.

Zendesk Suite Review

Comments: Zendesk has been an astounding tool! You have every one of the choices you want to work all the more proficiently and as a feature of a group. It has such countless highlights that you find constantly new choices to further develop the work in the group. It is easy to use and it has an unmistakable connection point. It helped our team to achieve success in our business.

Pros:

Zendesk is an unprecedented and facilitated space, with its components, the staff can figure out all that associated with client tickets and demands, as well as live encounter with them, self-organization features, and moreover exact documentation, things being what they are. It's an incredible cloud application with extraordinary uptime, and it smoothens out our occupation while we're doing live chat with clients to determine a particular issue. Overall this is a good product for me.

Cons:

There is nothing that I don't like about Zendesk Suite. It is a little bit expensive but that doesn't matter because of the different great features that is offered.

Champions of customer service

Comments: Very useful software, customer experiences are powerful and innovative as it helps to connect successfully. It's everything you need in one package. I recommend it 100%

Pros:

Zendesk offers a package with multiple benefits such as email, phone, social networks, customer support chat, built-in phone support, a Tabbed interface to view multiple tickets at once and a very important application is the creation of a help center with documentation and a self-service portal for customers and finally, this platform is suitable for all types of companies: large, medium, small as it is quite easy to use

Cons:

On very few occasions there are difficulties with loading and sending data

Zendesk was a great place for ticketing systems, both internal and customer-facing

Pros:

I liked the ticketing system concept, that all of the relevant information was stored in one place and you could easily include people and they could find all of the context themselves.

Cons:

I thought there was a lot of training involved to get it all set up and working properly but once the training was complete, everything was pretty smooth

Great client support platform

Comments: Overall, a well developped product.

Pros:

The variety of features and that we were able to customize them based on our team's needs.

Cons:

It takes a few rounds to get used to it.

This helps us to better serve our customers

Comments: We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.

Pros:

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.

Cons:

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

Zendesk is a powerful CRM tool that totally worth the price.

Comments: Zendesk provides a good ticket management system, knowledge base platform (hosting documents) with security-based permissions and insights. Comparing to competitors such as Freshdesk or Jira, even though they are cheaper, they can't provide the functionalities that Zendesk provides. Zendesk allows us to perfectly track our cases, analyze the performance through insights allowing us to understand what we have to improve in order to improve our customer CSAT.

Pros:

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.

Cons:

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.

Has a Lot, but Surprised By What it Lacks

Comments: Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there.

Pros:

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.

Cons:

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.

Best Email Support Platform, If you are dealing with more Customers.

Comments: Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours.

Pros:

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Cons:

Not sure, as I didn't find any flaws in my usage time.

Zendesk - Robust Ticketing Software

Comments: We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Pros:

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.

Cons:

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.

Overall good and feature rich customer helpdesk application but not for early startups

Comments: Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too. Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues.

Pros:

Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue. Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer. And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard.

Cons:

Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly. For an early startup cost of this application is too high as there are features that they might not need.

Clean and user friendly!

Comments: ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Pros:

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.

Cons:

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.

What Customer Service Integration is Supposed to Look Like

Comments: My overall experience with Zendesk has been phenomenal, as our employees have taken a very big liking to it, which allows them to enjoy their jobs more, resulting in greater and more efficient work flow for the rest of the business. Zendesk's own customer service has been there when we needed them, and for that we are really thankful, (even though they are rarely needed due to the stability and ease of use of the service).

Pros:

What I like about Zendesk the most is that it is the organized customer service implementation software that my colleagues and I have ever used. Whether it be the instant ticket number creation following a customer inquiry, or the instant automated email sent by Zendesk to the customer whenever a ticket is created such that the customer can follow up whenever necessary, it just creates less of an issue for the customer service department which is responsible for handling concerns and complaints. The process is very streamlined, the user dashboard in unbelievably user friendly and simple to maneuver, and the pricing is much more affordable compared to other services when considering the type of product we are receiving.

Cons:

The only thing that Zendesk could further improve upon would be the time it takes them to implement their service into a business's existing framework for dealing with customer concerns and complaints. It is still e bit of a hassle to change digital customer service platforms from another provider to Zendesk, (and I feel Zendesk has more of a role to play in this transition), but it definitely is something that can be worked on and improved. Once the service is implemented, however, you definitely begin to see why it is worth it.

Great software, terrible support (ironically); Hope you don't have to leave

Comments: Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Pros:

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.

Cons:

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.

Must have app for support

Comments: We are using Zendesk for all support and it has been great. Our customers view us as a big company and we are a small company. We love Zendesk talk as it has saved us from implementing a phone system.

Pros:

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

Cons:

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.

Amazing tool for any customer support team

Comments: Overall, my 2 year experience using Zendesk was incredibly positive! I enjoyed both using it and configuring it and would easily recommend it to others. Plus, I think their support team did a great job, whenever we had a question we always got effective and timely replies.

Pros:

I've used many ticket services in my 10+ years of experience with customer support and Zendesk is easily one of my top two choices. Incredibly easy to figure out and use!

Cons:

To me the appeal of this product was its simplicity, compared to other products like Salesforce. However, if your team has complex needs then this might not be the tool for you as there is a limit to what you can do with it.

Good ticketing tool, but not fully a fully customizable solution

Comments: This tool has generally met our needs, but may not have been the correct choice for our specific use. If there was an app for end-users and some further customization available, it may be able to become what we had hoped it would be. It does do what it is meant to do very well; it should just be clear that there are limits to its customization.

Pros:

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.

Cons:

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.

One of the best & user friendly CRM software to use

Comments: Overall my experience has been fabulous, as the experience is seamless. I would recommend companies having CRM requirement to try the software based on their need for their own view on it.

Pros:

There are lot of features that makes Zendesk one of the best softwares I have worked on. 1. Macros - You can create macros of reptitive questions, that saves on lot of time in typing a response. You can trigger with multiple action like assignee or status change etc. You can also create your own macros or make it for forum. 2. Tags - By putting a specific tag, you can bifurcate tickets based on your business requirements, creating tags and using them is simple. 3. Dashboard reports - Based on access provided, you can pull out your or team's report for analysis on traffic received, SLA adherence, CSAT/DSAT received, tickets handled/resolved. 4. Queue - You can create lot of queues in order to cater your multiple line of business on one CRM. 5. Internal notes - You can put internal notes for your team members to refer on a particular ticket & you can tag them as well, which triggers an email notification to them. 6. Groups - Based on your multiple departments, groups can be created and access can be given/restricted. For eg. Sales, Customer Service, Engineering etc. 7. Merger - You can merge two tickets with an option to let requester know about it or not.

Cons:

There are less cons compared to pros 1. Themes - There are no themes available apart from their standard classic green version. 2. Emails - Once the emails are sent we cannot recall it. 3. Prices can be flexible to gain new prospects.

Life for Support - Zendesk

Pros:

I use Zendesk talk on a daily basis from past 4 years. ZD talk is being used by the company which I am working for and all our other sister concerns as well. ZD Talk has been separated by Brands in the system and we are managing the companies. Calls come in and go out from the Software and it is very rare that we face an issue and mostly it is fixed with a little bit of tweaking in the settings or providing privileges. Our whole software support team and professional services use the product to interact through it and get all personnel updated. I have myself asked many of the IT industry users to opt ZD Talk as it can be used flawlessly with less internet speed as well and it does take much of the internet usage. Overall, I have been very satisfied with the product. The most prominent Pros are I can call and transfer calls as well. Use of call recordings and merging of calls from one to another.

Cons:

- The call transfer process needs some steps which should be made easier - A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system - Text to Speech is not yet available - Updating case by 2 users at one time ends in an error.

All in one solution

Comments: Easy implementation
Gradually expanded to other features
Still need better tracking

Pros:

Replaced a number of systems and allows for tracking history across mediums

Cons:

Slow to use when many apps and integrations configured