All Zendesk Suite Reviews
1-25 of 3,231 Reviews
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Riley
Marketing and Advertising, 10,001+ employees
Used more than 2 years
OVERALL RATING:
5
Reviewed June 2022
8/10 stars
Oscar
Verified reviewer
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
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.
PROSIt 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.
CONSThe 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.
Pat
Verified reviewer
Music, 51-200 employees
Used daily for more than 2 years
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.
PROSZendesk 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.
CONSCall 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
Kelvin
Food & Beverages, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
very good to use
Excelent, in over 5 years of use we have never had a service disruption. It satisfies our need
CONSExcelent, in over 5 years of use we have never had a service disruption. It satisfies our need
Danielle
Computer Software, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed September 2022
Cost More While Providing Less Than Competitors
For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket. They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.
PROSI had a good laugh when they advised me to use Google search instead of their own search tool.
CONSThe features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.
Reasons for switching to Zendesk Suite
I switched from Kayako Classic because a company we acquired was already using Zendesk and we were led to believe we would have assistance, internally and from Zendesk support, in implementing and learning the system. We already went over budget and couldn't afford the outrageous training costs or costs of add-ons that we were told would be included. I have since switched to Freshdesk and i love it!! Highly recommend Freshdesk over this garbage!!
Rajesh Kumar
Verified reviewer
Insurance, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed December 2023
Good Tool for Support Tickets, Live Chat and Messaging
A good tool to communicate with the customers and also internal communication in Contact Center
PROSI 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
CONSLack of Option for extracting some of the data via API which is available in their website Dashboard
Reason for choosing Zendesk Suite
Zendesk is the cheapest and best option compared to others
Andrew
Verified reviewer
Computer Software, 11-50 employees
Used weekly for more than 2 years
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.
PROSZendesk 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.
CONSDepending 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.
Gustavo
Education Management, 501-1,000 employees
Used daily for more than 2 years
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
PROSIt is very complete, the price tag we agent is affordable
CONSThe 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
Michel
Human Resources, 2-10 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2024
Zendesk heldpdesk
just excellent, easy to use, not complicated
PROSEasy to use, database with a lot of solutions
CONSNothing.. It is just a perfect program when applying a helpdesk
Anonymous
501-1,000 employees
Used daily for less than 12 months
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.
PROSIt's a very complete and easy-to-use working tool.
CONSThe ticket service could be simpler and have automatic deletion times.
Andrey
Banking, 2-10 employees
Used weekly for less than 12 months
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
PROSI 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
CONSIt is an older SaaS solution so it is a little bit clunky, especially with the initial setup and user training
MacBride
Financial Services, 5,001-10,000 employees
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2024
Efficiency
Its a good experience 9/10 , efficient
PROSIts very easy to use logging into it very easy and the interface is user friendly
CONSIt requires a proper connectivity, high amount of data used
Nick
Computer Software, 11-50 employees
Used daily for more than 2 years
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.
PROSThe 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.
CONSThe 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.
Sarah
Verified reviewer
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
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.
PROSIt'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.
CONSEven 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
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.
PROSDeployment 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.
CONSThe 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.
Mike
Hospital & Health Care, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed May 2021
Zendesk for calling only can be difficult
It did the job we needed it to do until we found a better option.
PROSAt 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.
CONSIt was glitchy, had issues connecting, staff has trouble using it, but mainly it was VERY expensive!
Reason for choosing Zendesk Suite
Cost was our main reason we switched, it dropped our annual cost of ownership in half which was awesome!
Reasons for switching to Zendesk Suite
This was even more expensive than Zendesk. Cannot remember the name, we purchased it through CenturyLink.
Michele
Retail, 2-10 employees
Used daily for more than 2 years
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.
PROSSeems 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..).
CONSWhat 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
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.
PROSAt 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.
CONSTheir 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
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.
PROSZendesk 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.
CONSThe 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
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.
PROSZendesk 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.
CONSI 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
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.
PROSThe 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.
CONSThe 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.
Cristian
Verified reviewer
Automotive, 10,000+ employees
Used daily for more than 2 years
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
PROSWhat 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
CONSWhat 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
Thamara
Verified reviewer
11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed July 2018
Quick and easy implementation to my Support Center
Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers. Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations
PROSZendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center. It allows to automate response to our customers. Also, customize the tool according to the type of company. From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished. Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web. What I like most about Zendesk is to be able to automate the responses to clients and macros. Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service. I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties.
CONSZendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational. We as a client can add response times, and define with a category that is requirements or request and that are incidents. Next, what features Zendesk would need: * Add response time according to the type of requirements or request. * Define type of requests and incidents * Get graphs by type of incidents * Get graphs with crossings between service agreements and operational agreements. This would allow us to measure the effectiveness of the support center based on agreements with customers * Have notifications every time you are consuming the time of a ticket, considering the times of agreements at the service or operational level * Have a video call
Samuel
Verified reviewer
Pharmaceuticals, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
What Customer Service Integration is Supposed to Look Like
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).
PROSWhat 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.
CONSThe 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.
Reason for choosing Zendesk Suite
Pricing and reviews
Abdul Rauf
Education Management, 2-10 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed March 2023
Educational Management
My general experience has been perfect, it makes my work exceptionally simple with regards to giving client support and approach client information to all the more likely help. I enthusiastically suggest!All in all, Zendesk Suite is a useful asset for overseeing client care tasks. Its broad highlights, including call logging, call directing, continuous endlessly talk records, make it a thorough answer for smoothing out client collaborations. While it very well might be delayed on occasion, the general involvement in Zendesk Suite has been positive, giving a solid and effective method for overseeing client service
PROSI love that its exceptionally easy to understand to utilize promotion simple to oversee undertakings. I love the connection point make it simple to get tickets taken care of and give the best client support to my work.Also, I like that we could get it completely associated with our inward programming and data set. Permitting the frameworks to convey among themselves and ensuring no basic snippet of data is lost.Finally, I have viewed it as a significant resource for overseeing client support tasks. The continuous shopper confronting talk and call steering highlights have enormously affected my work, permitting me to rapidly answer client requests and smooth out call the board. The stage is easy to understand and simple to utilize, simplifying it for me to get to the apparatuses I want. Moreover, Zendesk Suite is effectively incorporated with my current business processes, which has further developed my client assistance tasks. Generally speaking, I view Zendesk Suite as a thorough and significant client care stage.
CONSAs a result of the continuous remodels, Zendesk is doing to their product, a few choices in settings are not legitimately set under the choices they ought to be. For instance, you might be changing a possibility for a client, so you go to Settings and afterward to Clients, yet you understand to roll out that improvement, you need to go through a very surprising arrangement of steps when legitimately, the choices ought to be where you originally went.