Zendesk Suite

Avantages

Easy to use service software. Browser based phone call made remote team easy.

Inconvénients

Cost. Sometimes a bit slow. No way to track followup with potential customers. And they keep changing stuff so its a little annoying you have to keep relearning.

Avantages

There are a plethora of different ways to tag tickets to organize them how you'd like. Seamlessly integrates email replies into the ticketing system. Great external tracking with tags and times.

Inconvénients

For a ticketing system, it's difficult to keep track of when new tickets come in. As of right now, you have to manually go to the New Tickets tab. Having a native function to get desktop notifications when a new ticket would come in seems like an obvious feature, but a missing one nonetheless.

Avantages

The all-in-one platform integrates ticketing, chat, email, and social media seamlessly, enhancing team productivity. The automation and reporting features are particularly valuable for improving efficiency and customer satisfaction.

Inconvénients

The initial setup and customization can be challenging for new users. Additionally, the pricing is on the higher end for smaller teams or businesses.

Avantages

I most liked the way Zendesk allows you to communicate with customers through various channels. It seems that more effective customer management has been possible because customer communication can be managed comprehensively in one place! The automated response system was also much more effective, reducing the workload. I like that I can check various data at a glance, such as performance indicators, through the dashboard.

Inconvénients

While using the various features, there aren't many things I particularly like. Although a mobile app is provided, it is a bit inconvenient that some functions are limited compared to when using it at a desk. But other than that, I like many other aspects.

Avantages

We like the ease of being able to have customers be able to interact no matter what time of day straight through our website. We are notified quickly and are able to resolve issues or use it to get customer information to book appointments.

Inconvénients

So far everything has run smoothly and it helps us to have more visibility, no complaints yet.

Avantages

Achieving automations in workflows saves time and energy. It also relieves the organization the cost of hiring more personnels for the job. I have experienced a quantified benefits ranging from speed, smartness in the outcome and cost effectiveness. I highly treasure Zendesk Suite. Customers are appreciating what they get from us. Join the ride for greater achievements.

Inconvénients

Very clean. I find no cons for Zendesk Suite. Everything is sorted by the ease of navigation and smart results.

Avantages

My favorite aspect of the Zendesk Suite is the support section. I use it every day for managing support tickets across many sites.

Inconvénients

I did not like that Zendesk doesn't have a native dark mode feature. Nobody likes looking at a pure white background on a webpage. Luckily Zendesk is compatible with multiple dark mode applications and extensions.

Avantages

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

Inconvénients

All tools and options are helpful. All is good.

Avantages

Zendesk is amazing! We utilize it for several of our internal programs and they are on top of any and all support needs that come in.

Inconvénients

I actually have not a single complaint at this time

Avantages

Zendesk is easy to organize and automate, providing prewritten macros for agents to use, and preset chatflows for a bot to provide first-level support.

Inconvénients

Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating.

Avantages

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.

Inconvénients

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)

Avantages

The clarity of information, and integrations with 3rd party systems within our tech stack such as JIRA and Custify.

Inconvénients

There are certain areas which we would prefer to customise wordings / status' that are cumbersome but unable to change which can impact our usage. Reporting can be very hit & miss!

Avantages

We ended up having to switch to Zendesk from other ticket support systems due to complexities in developments required for our needs.

Zendesk matched our needs in more functions and was safer and faster to deal with on many levels. The interface is all there and what anyone would expect from the tool, many features truly save time and cut on repeated actions.

We mainly use it for ticketing our external dealers and customers related to working with us as well as their App tickets.

Inconvénients

There is not a lot to mention here. However, support sometimes could have been handled better and not so slow for a desk management software, some FAQ and learning or informative pages feel outdated.

Avantages

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.

Inconvénients

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.

Avantages

A one point of contact to receive multiple online requests (Email, Facebook, Twitter)
Being able to find tickets solved even years ago for a better understanding of a customers path.
Being able to see who is working on a ticket in order to move on to another ticket or contact your coworker to communicate information if needed.

Inconvénients

The spam filter is not as aggressive as some other softwares can be but I understand that it is dependent on the team that is supposed to feed the spam filters

Avantages

zendesk is so good. its a better version of email. I would say zendesk was so confusing to use at first, but after awhile, oh gosh, its really amazing. Zendesk can track everything and my favorite feature would be the numbers assigned to tickets. you can always refer to anything as long as you have the number

Inconvénients

what i hate about zendesk is they keep changing the format a lot. After getting used to one format, they go ahead and change it which takes a while to get used to.

Avantages

Zendesk is very easy to navigate and with the added bonus of linking apps I can tether directly to my customers orders, or even just quickly view their account information directly from my inbox screen.

Inconvénients

I might just not see how to do it, but I can't add a secondary contact to my replies.

Avantages

It’s a centralized communication and ticketing system. It allows us to keep track of customer comms and link them to specific items within our systems.

Inconvénients

It had quite the learning curve. It’s a sometimes complicated tool and new agents often need hand-holding when onboarding.

Avantages

Organization, the searching, the reporting and the usability.

Inconvénients

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

Avantages

I do like clean and straight forward UI. I can easily CC myself in the tickets raised inside Zendesk, track and add comments into tickets and review data.

Inconvénients

Reporting could be improved, whilst I do like clear UI would prefer it to be more modern and sleek.

Avantages

I have not found any pros in the service.

Inconvénients

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.

Avantages

It integrates multiple customer service channels like email, chat, social media, and phone into a single platform, providing a seamless customer support experience.

Inconvénients

Zendesk can become expensive, especially for smaller businesses as they scale or require more advanced features. The per-agent pricing model may also be a limitation for growing teams.

Avantages

user friendly and many options for a small business

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Alternatives envisagées 

JIRA Service Management

Pourquoi passer à 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.

Avantages

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

Inconvénients

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

Avantages

The platform had a good reputation and seemed like a reliable choice based on its longstanding presence in the market.

Inconvénients

Extremely poor customer service and support.
Payment methods and structure are convoluted and inflexible.
Account managers are solely focused on making money rather than helping customers.
Unresponsive and evasive support team, often citing vacations as a reason for delays.
Inability to downgrade user numbers in a timely manner, leading to unnecessary charges.
Lost all our data and help center content due to their rigid policies.
Overall, their pricing model and policies are illogical and harmful to loyal customers.

Alternatives envisagées 

tawk.to et Intercom

Pourquoi passer à Zendesk Suite

We chose Zendesk Suite over alternatives like Intercom and Tawk.to because of its longstanding reputation and perceived reliability. Being one of the oldest players in the market, we believed that Zendesk's experience and established presence would offer a robust and dependable solution for our customer support needs. Additionally, we liked the way the help center works, so it fit our needs.

Avantages

Sub-products are useful and integrated to each other. Ai has been been recently introduced as well which brings a ton of features such as ticket summarization, intent, and sentiments.

The analytics is also good but lack a few things.

Inconvénients

Real-time dashboard - existing but cannot be customized.
Tiered level of support - if you’re not a Premier Support customer then wait for a few days for a reply from their supprot team.
Pricing - lots of contenders out there stepping up there games but a lot cheaper.

Avantages

They deliver a very impressive customer service and it's very easy to monitor the needs of your business and that's why it's my favorite. Zendesk Suite is very flexible it favors even the beginners and all business types

Inconvénients

I ain't complaining about anything about this tool.

Avantages

There is not much that has worked perfectly. The live chat has cut down on our overall customer support time, however the setup was more difficult and the maintenance is more difficult than other solutions. Most of the features that we like either don't operate on all versions of Zendesk or they only work about half of the time.

Inconvénients

The mobile app is almost unusable. But nothing is as bad as their support after the sale. You will get the excellent communication before the sale and you will be shown every feature Zendesk offers, but after the sale you will find out that there is no way to contact a human for support and all of the features that they showed you are not included and cost ridiculous amounts more. For instance, for us to add AI chat, business hour management and reporting to our account (all of which were included in our demo as part of the plan we were buying) it would more than double our subscription cost on a yearly basis.

Alternatives envisagées 

Zoho Desk et Intercom

Pourquoi passer à Zendesk Suite

We thought it would integrate better with our current systems. Unfortunately many of those integrations are poorly built or glitchy because Zendesk does not want you to use the integrations they want to upcharge you for their version of the service.

Avantages

We use those so that our employees can easily submit tickets for our IT team when they are experiencing software, hardware, or any sort of technical issues. Submitting a ticket is seamless, and IT is able to instantly respond if needed. Escalation of issues is also a breeze! Communication between IT, and whomever is in need of assistance, can be ongoing and simple for all involved.

Inconvénients

I honestly don't have any. It works perfectly for our employees l, my team, and the help desk alike!

Avantages

This tool is designed to be user-friendly and significantly enhances my work efficiency.

Inconvénients

On the tool itself, I personally have not encountered any issues using this tool

Avantages

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

Inconvénients

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

Avantages

What I liked the most about Zendesk is all the features it contains to manage customer service and technical support, it is really a complete software and ecosystem.

Inconvénients

The chat service service to use for customer service, we had to use a different CRM for the chat service.

Avantages

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.

Inconvénients

The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available.

Avantages

The standout feature of Zendesk Suite is its seamless integration of various customer support tools, providing a unified platform for ticket management, knowledge base, and communication channels. This integration enhances efficiency, reduces response times, and contributes to an overall improved customer support experience.

Inconvénients

One drawback is that the pricing structure of Zendesk Suite can be relatively higher compared to some competitors, which might be a consideration for budget-conscious organizations.

Avantages

Zendesk is user friendly and easy to navigate.

Inconvénients

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

Avantages

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.

Inconvénients

Absolutely satisfying performance,I a proud user.

Avantages

Zendesk Suite biedt een platform voor klantenservice, waardoor je verschillende kanalen (email, chat, telefoon, social media) kunt beheren vanuit één interface. Dit zorgt voor een efficiënt proces en een goed overzicht van alle klantinteracties.

Inconvénients

Zendesk Suite biedt een uitgebreide set aan functies, wat overweldigend kan zijn voor nieuwe gebruikers. Het kan tijd kosten om alle mogelijkheden te leren kennen en de juiste configuratie te vinden.

Avantages

It makes our aupport operations fast and smooth

I like that it is all in one solution
Guests can easily and quickly navigate it

Inconvénients

This is the platform of the year no regrets at all

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

1. Highly reliable platform for tickets, chats, and phone management.
2. Well management dashboard and UI for work and checking.
3. Highly integerable and easy to start with as well.

Inconvénients

1. High bandwidth is needed otherwise it shows performance issues.
2. Frequent downtime reported in past few months.

Avantages

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

Inconvénients

Sometimes we experience some outage but not frequently

Avantages

Highly performant ticket tool with complete options.
Easy login through SSO and reliable tool.
Can easily configure profile , signature and automated replies in tickets.

Inconvénients

On mobile and personal hotspot internet it works little slow.

Avantages

Cloud Software ohne eigene Infrastruktur
Professionelle Funktionen
Gut zu verwenden
Skalierbar

Inconvénients

Als einzigen Nachteil sehe ich hier die Kosten

Avantages

The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows. With the help of these tools, teams may route tickets according to predetermined standards, automate tedious processes, and make sure that customers' concerns are handled quickly and by the right team member.

Inconvénients

According to certain users, Zendesk can be resource-intensive, especially when it comes to browser and system speed. This might result in less effective workflow and slower reaction times, particularly when several features and integrations are being used.

Avantages

As an administrator, Zendesk offers a comprehensive set of tools for managing customer support operations. The ticketing system is robust and customizable, allowing us to tailor workflows to our specific needs. The reporting and analytics features provide valuable insights into support performance metrics, enabling us to identify trends and areas for improvement.

Inconvénients

Zendesk's customer service is generally responsive, occasional delays in resolving technical issues can disrupt operations.