All Zendesk Suite Reviews

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Riley

Marketing and Advertising, 10,001+ employees

Used more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed June 2022

8/10 stars

User Profile

Oscar

Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2021

Zendesk = Great help desk

We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions. It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

PROS

It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets. For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

CONS

The licensing scheme could improve. In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

Reason for choosing Zendesk Suite

We had used other Zoho tools. But the best fit at the time was the price and being able to start with a very basic scheme of agents to test. So with a low initial investment we were able to implement the solution and start working, as soon as we saw its virtues we decided to stick with it.

User Profile

Pat

Verified reviewer

Music, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed September 2023

Efficient and practical: Great but a bit pricey

Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents.

PROS

Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities.

CONS

Call feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers.

Reason for choosing Zendesk Suite

Ease-of-use, Enterprise pricing was more affordable than Salesforce

Reasons for switching to Zendesk Suite

OTRS was an older and more cumbersome CRM platform that the company outgrew

Renalyn

Financial Services, 2-10 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2024

Zendesk Suite Review

User friendly, direct to the point, good ticketing tool

PROS

Organized and easy to use especially when communicating with customers

CONS

I cannot tell, for now everything’s fine

User Profile

Albert

Verified reviewer

Insurance, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

2

VALUE FOR MONEY

3

CUSTOMER SUPPORT

1

FUNCTIONALITY

4

Reviewed February 2021

A living nightmare

I've used Zendesk in all of the ventures I've participated in. Unfortunately. I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you.

PROS

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.

CONS

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.

Reason for choosing Zendesk Suite

This is where you get trapped. Someone in operations or tech implements it to solve a short term gain, and starts pulling the feature string. As soon as you are stuck, you are stuck for good.

Gustavo

Education Management, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed December 2023

Best ticket system out there

Excelent, in over 7 years of use we have never had a service disruption. It satisfies our needs

PROS

It is very complete, the price tag we agent is affordable

CONS

The price for getting reports or analytics is high

Reasons for switching to Zendesk Suite

We needed a more robust cloud based ticket system. With reporting capabilities

User Profile

Andrew

Verified reviewer

Computer Software, 11-50 employees

Used weekly for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

3

VALUE FOR MONEY

3

FUNCTIONALITY

4

Reviewed November 2023

Great System for Support Ticket Management

Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes.

PROS

Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow.

CONS

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

Reason for choosing Zendesk Suite

This software was recommended by an employee based on their previous experience with the service.

Reasons for switching to Zendesk Suite

Jira charged for every single user and was much too expensive.

Lani

Telecommunications, 5,001-10,000 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2024

Zendesk user as a team leader

It helps our company run using Zendesk suite

PROS

It is a very important tool at work when communicating with customer and clients

CONS

Sometimes we experience some outage but not frequently

Mark Lester

Consumer Services, 51-200 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2024

Zendesk Review

It is easy to use and user friendly, using it everyday in my work.

PROS

it is easy to use and user friendly, using it everyday

CONS

Nothing, it i seasynto use and user friendly.

Anonymous

501-1,000 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

FUNCTIONALITY

5

Reviewed October 2023

A very convenient and ergonomic tool to gain productivity

In general, I was pleasantly surprised by the ease with which this tool, with its multiple, well-organized functions, could be appropriated, and by the fluidity and coordination of its features.

PROS

It's a very complete and easy-to-use working tool.

CONS

The ticket service could be simpler and have automatic deletion times.

Michel

Human Resources, 2-10 employees

Used weekly for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2024

Zendesk heldpdesk

just excellent, easy to use, not complicated

PROS

Easy to use, database with a lot of solutions

CONS

Nothing.. It is just a perfect program when applying a helpdesk

Andrey

Banking, 2-10 employees

Used weekly for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed January 2024

Zendesk Suite - Effective CRM and Customer Help Desk Platform

Overall good experience, looking to optimize call center and ticket management functionality further

PROS

I like the overall suite in terms of supporting multiple functions of being both a help desk platform / call center and also having elements of a CRM platform with customer chat and ticket management and routing

CONS

It is an older SaaS solution so it is a little bit clunky, especially with the initial setup and user training

Nick

Computer Software, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

3

FUNCTIONALITY

5

Reviewed October 2019

Zendesk - Robust Ticketing Software

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.

Reason for choosing Zendesk Suite

Cheaper and more options at the time of switching. Although Freshdesk was more used friendly at first, it didnt really meet our needs.

Reasons for switching to Zendesk Suite

Konfigure was an older system that allowed for ticketing to be done, but it was not capable of handling the things we needed and the volume we were taking on.

User Profile

Sarah

Verified reviewer

Information Technology and Services, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed June 2022

Zendesk is a good helpdesk with many features

We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.

PROS

It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.

CONS

Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.

Reasons for switching to Zendesk Suite

Many Customer Support options are available using this program. WordPress, Jira, and Salesforce all work seamlessly with it. Detailed reporting dashboards may be found on each page. As a whole, Zendesk is a fantastic helpdesk that can handle a large client base and keep track of issues and complaints while on the road.

Dan

Environmental Services, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

3

VALUE FOR MONEY

4

CUSTOMER SUPPORT

2

FUNCTIONALITY

5

Reviewed January 2023

A very flexible tool

ZenDesk is a solid cloud-based tool and very good value for money.We operate it since 2015 and it doesn't give us many problems, we probably not using it to its full capacity as it is mostly used as a dispatch tool hooked up with online forms.

PROS

Deployment is quick.A development test bed is available for an extra fee.The search is very accurate.Good selection of ready-made APIs.Flexible API templates.Many useful add-ons in the marketplace.WYSIWYG is stable and allows sandboxing.Scheduling of holidays is taken care of out of the box.Very customisable.Nice and rich reporting engine with good selection of export options.

CONS

The settings section is now separated from the main product; why?In previous versions, the settings were under the same window as the product making changes a breeze, now it's clunky with more buttons to push.Human help is not great, phoning help is almost impossible in the UK.When you get someone to call you back the support is not bad though not always aligned with standard 9-5 working days.Many help pages are dated.

Reason for choosing Zendesk Suite

Customisation and cloud capability.

Reasons for switching to Zendesk Suite

We needed a pure-cloud product and an easy way to hook up to Microsoft 365 and Azure AD, which wasn't possible with the previous suite we used from Solarwind.

MARLON

Hospitality, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2019

Fastest way to connect and interact with your website visitors!

A wonderful tool to have on our Resort website! This tool has helped my team and myself close sales in less than 15 mins. Definitely a great tool for support as well. It's a faster and convenient way for clients to reach out to us and get information which leads to great costumer service! My team is very satisfied with Zendesk Chat and we look forward to its continuous updates! It is part of our sales & support team! Keep up the good job!

PROS

That our clients can visit our website and ask questions right away about our services and our team helps them I'm purchasing the right services there and then! We can see clients who visit our website and we can interact with them and offer assistance. My team has closed sales just by chatting with clients, which makes this a wonderful tool! We are very pleased with this service.

CONS

My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our clients. This is part of our sales team!

Reason for choosing Zendesk Suite

We found Zendesk to be a feature rich tool and was the best fit for our Resort website. We certainly don't regret having chosen Zendesk!

Anonymous

51-200 employees

Used monthly for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

2

EASE OF USE

2

VALUE FOR MONEY

2

CUSTOMER SUPPORT

2

FUNCTIONALITY

3

Reviewed August 2022

Experience after 2 years of useing Zendesk

The worst Customer Support! Their product appears to provide so much, but it's so convoluted that it's nearly impossible for new customers to set up without assistance from the firm. However, whenever we met with someone who managed our account, we expressed our worries about not knowing how to perform certain things. What would be the reactions? "I'll email you Zendesk support articles." Okay, I've been Googling it and plainly it hasn't helped, which is why I'm requesting assistance from a Zendesk representative. We were advised that if we stated that we needed additional assistance, we would have to pay a large sum of money to have a specialized person assist us. We're already paying so much to utilize your platform, which has so many technical issues; at the very least, provide some sort of help. Needless to say, we left after 2 years of struggling to use their platform. Thanks for never helping.

PROS

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.

CONS

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.

Reason for choosing Zendesk Suite

Being a customer of several companies is often forced to deal with Zendesk. The only thing we used it for 2 years was that the customers preferred them over other apps. As soon as we finished the projects with those partners, we switched to using them immediately.

Michele

Retail, 2-10 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed March 2019

It's what everybody's doing

Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

PROS

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..).

CONS

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.

Anonymous

11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

1

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed May 2020

Stay Away

Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.

PROS

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.

CONS

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

Giovanni

Information Technology and Services, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

2

FUNCTIONALITY

5

Reviewed May 2021

Zendesk is an intuitive and reliable CRM tool.

Zendesk is our ticketing platform at present. Again, it helps us connect with our employees who need assistance whenever necessary. Another feature of the software is it can host a page containing a library of helpful articles and documentation for our customers. These articles can also have secured visibility by assigning user segments allowing us to manage effectively.

PROS

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.

CONS

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.

Alaa

Information Technology and Services, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2022

Best applications for managing the process of responding to customer requests and inquiries.

Zendesk provided us with great flexibility to deal with customer requests and inquiries, and enabled us to increase the speed of response as well as enable us to document all procedures automatically, and the reports it provides to us are comprehensive and we can always take advantage of them to develop our operations.

PROS

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 to them and also quickly distribute them to the responsible team member. I also like how all those times, the procedures that took place and the extent of customer satisfaction with the speed of response are documented within records, through which we can measure the ability of team members to respond quickly as well as the extent of customer satisfaction with that. I also like how easy it is to customize Zendesk in different languages ​​so that we can give the customer the space to choose the language that suits them and how easy it is to use it to answer customer inquiries and requests via SMS so we can expand our operations.

CONS

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.

Goma

Non-Profit Organization Management, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed May 2023

Streamlined Support with Room for Improvement

The initial steps of getting everything up and running may require some extra effort and time to navigate through. When it comes to customization, I have noticed certain limitations within Zendesk Suite. While there are options available, I have found that users might feel restricted when trying to customize ticket forms, chat widget appearance, and reporting templates. Having more extensive customization options would greatly benefit businesses, as it would allow us to align the software more closely with our branding and specific requirements. This level of customization would help create a consistent and personalized experience for our customers.

PROS

The best feature of Zendesk Suite is the integration of multiple tools into a single platform. This integration allows for seamless coordination between different channels, such as chat, phone support, and knowledge base articles, providing a comprehensive customer service solution. The ticketing system in Zendesk Suite streamlines the process of handling customer inquiries. With customizable ticketing fields and automation options, I can easily categorize and prioritize tickets, ensuring that no customer query goes unanswered.

CONS

The initial setup process can be overwhelming. Simplifying the onboarding experience and providing more intuitive setup guides would make it easier for new users to get started quickly. Also, more customization options for ticket forms, chat widget appearance, and reporting templates would be beneficial. While Zendesk Suite offers basic automation capabilities, incorporating more advanced automation features would be a welcome addition. The pricing structure of Zendesk Suite might be a consideration for some businesses. While the software provides excellent value for its functionality, pricing tiers could be made more flexible to accommodate the varying needs and budgets of different-sized organizations.

User Profile

Cristian

Verified reviewer

Automotive, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2023

5 star user experience

Despite the small problem I had with the learning curve initially, I felt that as the months went by I gained greater mastery and speed in solving all types of cases using this platform. The ease of integrating it with other company systems such as CRM and automating processes was highly valued. Overall, I find Zendesk Suite greatly streamlined my daily tasks as a support agent, focusing more on the customer than the systems. I would definitely recommend this solution to any company that needs to provide operational excellence in their help desk

PROS

What I liked most about Zendesk Suite was its modern and intuitive interface. As a support agent, being able to access all the tools I need easily through a single panel allowed me to respond to tickets in a more agile and productive way. The layout of the widgets was clean and easy to use, which made me feel comfortable resolving all types of requests without any problem. In addition, having automatic rule-based task assignment functions helped me optimize time. Without a doubt, Zendesk Suite's very well-designed interface was what I valued most as a user

CONS

What I liked least about Zendesk Suite was that being an all-in-one platform, I sometimes felt like it had too many options and settings, and I had a hard time focusing on the most important tools. At first it was a little overwhelming learning how to use all the different sections like the help center, the marketplace, analytics and so on. I would have preferred to have a more gradual learning curve. However, I recognize that over time I better understood how to get the most out of each functionality thanks to the help of the support area

Maddie

Verified reviewer

Marketing and Advertising, 11-50 employees

Used daily for less than 2 years

Review Source: GetApp
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2020

Communicate effectively with your customers, ¡Use Zendesk!

Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

PROS

Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

CONS

The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.

User Profile

Alberto

Verified reviewer

Real Estate, 501-1,000 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed May 2023

Zendesk Suite manages our technical support

We use Zendesk to manage our inbound support, account service, helpdesk, and requests from our contact page in order to communicate with users. We collect bug reports and enhancement requests from users and can troubleshoot and monitor requests through various systems we have integrated. It is the foundation on which we base the way we interact with our customers when they come to us.

PROS

The API and app frameworks are very useful and serve as a foundation for creating custom apps that can be connected to our Zendesk account for automation and updates, as well as creating specific tools that can be integrated directly into the product while agents are working. This can be very profitable, as there is a consumer sector that allows other services to be embedded in place. Allow us to design goals that are triggered from a variety of data formats from custom recipes, this allows us to have Zendesk update and alert other systems on demand, in real time, avoiding big money scripts that are used for survey automation. The unification is striking due to the number of partner add-ons they offer that are preconfigured to integrate to common tools such as JIRA, Slack, Salesforce, Hubspot, ChurnZero.

CONS

We were sheltered by the unlimited light brokers, however, I believe access has been restricted as of this point. They have a tendency to move slowly to incorporate new options into the API, but overall they are quite flexible. In order to understand the API you need to focus on a less important part of their overall platform.

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