Zendesk Suite Reviews

Pros

I believe Zendesk and products were built and designed for finance/banking industry, as the usage and features are exactly matching the team's needs.

Cons

There is just not a basic version of Zendesk that you can use, it always comes or needs additions, which means extra setup, cost, time, and training.

Pros

Zendesk allows us to stay connected with customers. With the ticketing system, we are able to reply to all customer emails promptly without missing any communications.
The ability to create tickets through the API, external email, and their web plugin is integral in our communication. The FAQ help through the web plugin also helps cut down on questions and provides our customers with a convenient way to answer questions on their own, before needing to reach out to us.

Cons

Setup can be a bit confusing with managing users in both admin and the support sections of the suite. Other setup issues was the complexities of macros and making sure multiple emails creates a thread correctly.

Pros

I have not found any pros in the service.

Cons

I am writing this review to bring to the attention of the Zendesk leadership a concerning situation that reflects poorly on your commitment to customer satisfaction. On November 13, 2024, our company was charged $138 for a subscription covering two users on Zendesk.com. However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period.

Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response. Your team suggested that we link a non-functional credit card to the account but maintained that no refund would be issued for the unauthorized charge. This approach is both frustrating and disappointing.

We urge Zendesk’s leadership to review this situation. Your platform is designed to help businesses build customer loyalty and enhance customer experiences. Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand. Rectifying this situation by processing a refund would demonstrate that Zendesk values its customers and stands by the principles of fairness and customer care.

Pros

Zendesk Suite offers a seamless, user-friendly interface that simplifies ticket management and customer support. Its robust automation features help streamline workflows, reducing manual tasks and improving efficiency. Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality.

Cons

Zendesk Suite can become costly as you scale, with additional fees for advanced features and customization options.

Alternatives Considered

JIRA Service Management

Reasons for Switching to Zendesk Suite

I chose Zendesk Suite for its intuitive interface, robust automation capabilities, and seamless integration with third-party tools, which provided a more comprehensive and scalable solution compared to other options.

Pros

Intuitive user interface, fast and easy to use. It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service. Great integration with other software.

Cons

There are limited customization options for advanced users, also pricing can be quite high for smaller businesses.

Pros

Easy to use and navigate. It is pretty self-explanatory with great features.

Cons

There is a lot of room for user error (like any other ticketing system)

Pros

Its complexity. It allows a wide variety of integration options to suit your business needs.

Cons

Our business model doesn't seem to fit all that well to the features it's offering making our agents' tasks more complicated and time consuming.

Pros

user friendly and many options for a small business

Cons

Its a little tricky when trying to find options for voicemail and doesn't keep track of things over 90 days.

Pros

We used it to manage support tickets, so instead of emails getting lost, every issue was logged and tracked. Our response times improved noticeably.

Cons

It can be a bit pricey if you need more advanced features.

Pros

From a graphic designer's POV, it's helpful for managing client communications, feedback, and project requests.

Cons

For designers more focused on creative tasks and don't have a significant customer service component to their work, the full suite of zendesk features may feel unnecessary.

Pros

Its a flexible software which is very easy to introduce.Brings collaboration between me and my team.It has helped me achieve alot and created a good relationship with my clients and my sales have doubled.Its easy to answer queries and solve any arising issues together Very easy to adopt no training required.This is the chief ingredient in building yourself.

Cons

Absolutely satisfying performance,I a proud user.

Pros

We have used Zendesk for about 3 months. We really enjoy how easy it is to customize branding, add or remove agents, and setup specific policies. We enjoy how we are able to do everything with an easy to use dashboard which has everything all in one place. We also utilize Zendesk on our other platforms, such as our websites, merch store, etc. It's very easy to integrate and our customers enjoy it!

Cons

Zendesk is very costly, but we were able to get a discount as we are a startup company. I would like if Zendesk had a free plan to begin with. Obviously there would be some limited features unless you upgraded, but it would allow things like web chat or a certain number of agents.

Pros

I really liked being able to track tickets and keep up to date on where they were in the customer support lifecycle. Creating macros was not difficult, and it really helped our agents to respond very quickly when they knew which macro to use.

Cons

Zendesk can be very complicated if it isn't set up correctly from the beginning. We ended up having to untangle a lot of decisions that were made in the beginning and it was really hard to back out once the systems were in place.

Alternatives Considered

Intercom

Reasons for Switching to Zendesk Suite

Ultimately there were more options with zendesk - integrated knowledge base, chat, ticketing system - and while it was more expensive, you got more bang for your buck.

Pros

Multiple helpful tools like email, voice, text messages, internal notes and live chat to communicate with the customers.

Cons

All tools and options are helpful. All is good.

Pros

The intuitive interface, role management, and customization and automation of responses via macro are the features that made Zendesk a game changer for me and my role.

Cons

Markdown can be tricky to use, especially if other 3rd party software for crafting text are in use. Separation between internal notes and public messages could be clearer and have better safeguards in order to send internal notes as public messages and viceversa (or a quick recall features)

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.

Pros

It offers a lot of features such as SLAs, automations and triggers so you can customize it to your needs. It's great for a medium to large support team handling numerous tickets. Set up correctly, it's rare for tickets to fall through the cracks.

The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more.

You can add apps as well that extend Zendesk's functionality such as read receipts and more.

Cons

The email feature is somewhat lacking. It isn't possible to send test emails to yourself to check how emails look, so you have to create test tickets that trigger certain emails you've added to automations or triggers. Though they support multiple brands, you can't use a different email template for each brand.

For testing automations, it would be helpful if you can select test tickets to quickly run through all of the automation conditions. Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a test ticket that match the conditions, which isn't ideal.

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.

Pros

Organization, the searching, the reporting and the usability.

Cons

Somehow my contact names get messaged up and switched around, no idea how.

Pros

As a customer support representative, I've worked with Zendesk for over 12 months now and it's been an excellent experience. First off, I'd like to stand out for its user-friendly interface, It's very simple. I would say it's almost intuitive. Which allows you to familiarize yourself with the product right away. Additionally, since we're always trying to provide a first contact resolution, it helps that we can assign tickets to specialized agents and place a higher priority for a faster resolution.

Cons

At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then very seldom, it will not show the agents working the ticket and both agents can post an internal note in the same ticket.

Pros

One notable aspect I appreciate is the suite's unified nature, bringing together various customer service tools such as Support, Chat, Talk, and Explore. This integration simplifies workflows, providing a centralized hub for managing customer interactions.

Cons

occasional system downtime or outages is something which bothers me. However, On some occasions I have faced it.

Pros

It is very useful to communicate with customers and it is easy to access the previous conversations.

Cons

Since it doesn't always appear when I want to look for anything, it's hard to do so.

Pros

I like Zendesk because it made it possible to centralize all customer interactions, whether through email, live chat, phone, social media, or other channels. In addition, we manage to access relevant customer information and their interaction histories in one place, which simplifies the management and resolution of queries and problems.Agents can respond more efficiently to customer inquiries by having all the information at their fingertips.

Cons

The quality of Zendesk customer support may vary by region and platform edition. Some users have reported that support does not always meet their expectations. While Zendesk is known for its integration capabilities, some more complex integrations may require additional technical knowledge and IT staff.

Pros

The chat features and ticket creation/tracking have been just a great business changer. Being able to live-support customers online is great- they love it and it works great for us.

Cons

There is a bit of a steep learning curve, but it's doable.

Pros

Easy to navigate, tickets translate information clearly & can handle many users

Cons

Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues