Zendesk Suite

Avantages

It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.

Inconvénients

It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.

Avantages

It's clear and simple to use interface and it's a clearly developed product with a good set of core features, which actually work unlike other platforms.

Inconvénients

The extra cost for additional features, would prefer a more feature reach lower tiered pricing level

Alternatives envisagées 

Pourquoi passer à Zendesk Suite

Avantages

Simple, easy console to use, easily find tickets, good stracture and commenting system

Inconvénients

The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with vendors and Zendesk was one of my vendors ticketing system).

Avantages

Great ticketing system with decent live chat. Good for building a knowledge base that’s user friendly and simple to setup. Good for both small and large organisations.

Inconvénients

it’s not the most flexible system to customise.

Alternatives envisagées 

Pourquoi passer à Zendesk Suite

Avantages

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

Inconvénients

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

Avantages

The user interface is super intuitive, which makes managing customer interactions easy. Overall, it's really improved how we handle customer service.

Inconvénients

There haven't been any major drawbacks so far. Zendesk Suite has been smooth and effective for our needs as a team.

Avantages

That it integrates with other Apps and has it own dash

Inconvénients

That it takes a lot of actions to configurate tags, for exemple.

Avantages

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

Inconvénients

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

Avantages

The workflow recipes were a great help for us in the beginning. We knew we wanted to set up workflows for assignment and alerts, but it gave us so many more ideas for what we could automate. We have workflows for automated ticketing, routing, scheduling, etc. These also work as expected almost all the time.

Inconvénients

The interface is starting to get a bit old, especially compared to some of the newer support tools

Alternatives envisagées 

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

Super easy to use interface, very user friendly.

Inconvénients

Having to search and go through numerous screens to get where i want to be.

Avantages

Interfaccia chiara e pulita. Supporto sempre presente

Inconvénients

Prezzo spropositato per i servizi che offre, pochissime funzionalita.

Avantages

I like that customers can easily profit from the knowledge base which helps reducing the amount of incoming tickets but also the simple things as replying, changing the ticket status and reading formatted text is so much easier. By the way, also you don't get easily lost in big threads.

Inconvénients

There isn't a full Self-Service Portal like other ITSM-tools and there is limited functionality to enable decision-makers and leaders to have control over their Change Management process.

Avantages

its easy to use and navigate. The layout is great also.

Inconvénients

it does take a bit of time for them to answer

Avantages

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

Inconvénients

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

Avantages

This tool provide user friendly interface which help end user.

Inconvénients

I think integration with third party tools can be improved

Avantages

Good UI and intuitive to use. Has a reasonable amount of features.

Inconvénients

Poor support and lack of customisation/feedback channels.

Avantages

It's easy to use and have everything you need for your Customer Service

Inconvénients

Nothing really bad about it, maybe the UI could be better sometimes.

Alternatives envisagées 

Pourquoi passer à Zendesk Suite

Avantages

Was able to chat among coworkers, review past chats.

Inconvénients

The rotation was too fast at times, couldnt respond in timely manner without losing the chat. Couldnt upload images.

Avantages

The quick and easy ability to put in support tickets with your IT team.

Inconvénients

Absolutely nothing. I have no notes for this software.

Avantages

The general ticket solutions and the possibilities that are within Suite are a good one if you are working in a team. Everyone can have access and also share feedback.

Inconvénients

Few features are very basic are seen as premium (cost extra). For example forwarding a case on an email costs extra.

Avantages

Zendesk offers a easy-to-use and complete feature set for customer support and external documentation. All of which is maintainable by non-technical people.

Inconvénients

The set-up and fine-tuning to your specific process might require some time to figure. While their rule engine is super flexible, it requires some getting used to.

Avantages

You can easily reply to the customer concern.

Inconvénients

Nothing much because there is a lot of ticket you can merge with.

Avantages

The Ability to contact our customers via multiple ways of communications. the speed it notifies us and the live chat has helped us manage our customer support and also deal with any complaints swiftly

Inconvénients

Nothing stands out in terms of not liking the service, just maybe having the option for more customer support agents to login

Avantages

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

Inconvénients

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

Avantages

I love how easy it is to chat with customers live as they’re on the website. This has led to greater number of conversions.

Inconvénients

If you’re not live on the other end, ready to take the messages, it leads to a delay in getting back to customers.

Avantages

I 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

Inconvénients

Lack of Option for extracting some of the data via API which is available in their website Dashboard

Avantages

We reviewed many help desk systems and Zendesk came out on top by a long way. Its product suite and having them all connected was the real winner for us.

Inconvénients

Their tiers model, like many SAAS products can be restricting as they require you to upgrade to another tier if you want any additional features which can prove very costly.

Avantages

I like the way it is helping me to assist my customers in real time.

Inconvénients

Zendesk can improve their something in their backend to improve their User interface as sometimes I found it choppy.

Avantages

You have the ability to use the chat feature, email, and complete tickets in live form.

Inconvénients

I dislike the the dashboards and the customer service. Depending upon who sets it up on the back end it can be very hard to find different things while trying to navigate the dashboard.

Avantages

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

Inconvénients

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

Avantages

A complete customer support solution. It has everything you need for a great customer support, it can be integrated with easy with most CRMs. Integrating Zendesk with a chat bot and really helps sorting the tickets/customers for a easy resolve of any issue.

Inconvénients

I can't say Zendesk Suite has cons, maybe the price can be a little lower ...

Avantages

ottimo come unica piattaforma per chat ed help online

Inconvénients

molto macchinoso non sempre utile nel suo complesso

Alternatives envisagées 

Pourquoi passer à Zendesk Suite

Avantages

The interface and the usability. It's very well organized and "clean".

Inconvénients

There are no particular things in Zendesk that I don't like.

Avantages

Its live chat aystem to easy to setup and use

Inconvénients

The system can be a bit tricky for new users to master

Avantages

I liked that ability to see all the inbound communication that my employees were getting. If someone was on vacation I could go respond to someone that he was working with. This really helps with the customer experience.

Inconvénients

It seemed like there were alot of steps needed to be done in order to set up filters and flows of emails. I would have loved to see this easier and more user friendly.

Avantages

Ease of use, clean format that was easy to organize tickets

Inconvénients

Limited in abilities especially with document uploading

Avantages

What I like about the Zendesk Suite is that it provides many features that is necessary for call center, especially for the agents

Inconvénients

It's quite confusing in the first time of using, but as you continue to use it, it is easy to use.

Avantages

The platform is user friendly and easy to relay information.

Inconvénients

Zendesk contains dropdowns choices to enable the user to enter the information to the next person. Who in turn can respond through the platform.

Avantages

Easy to navigate. Great ticketing system.

Inconvénients

Would like to see more customization options when it comes to creating articles.

Avantages

Zendesk help us to connect with our clients to resolve their concern within 24 hours or sometime on real time

Inconvénients

Nothing to dislike as everything is great and helpful

Avantages

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

Inconvénients

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

Avantages

Zendesk is extremely user friendly and simple to manage tasks. Made it easy to get tickets solved and provide good customer service for my company

Inconvénients

Customer service wasn't always quick, but they always ended up helping in the end.

Avantages

I like that it combines multiple channels like email, chat, phone, and social media- also works with 3rd party tools like Salesforce. It is scalable which is great for our growing company

Inconvénients

It can be expensive for smaller companies, it is also hard to set up (per our IT dept)

Avantages

I like this platform for being the solution for exceptional customer service as it can help you improve your customers' experience and how it can benefit your company in customer service management. It allows centralized management of all communication channels with customers. It facilitates the automation of repetitive tasks and the assignment of tickets to the most appropriate agents. It also provides analysis and metrics to evaluate customer service performance.

Inconvénients

There is nothing I can say that I don't like or agree with. I think it is an excellent platform for everything it offers. In addition, it offers an intuitive and customizable interface, adapted to the needs of any business. It also offers the possibility of integrating with other tools and systems used by your company.

Avantages

Using Zendesk allows for equal distribution of work when it comes to phone calls so that each agent is still able to continue their job with working on the support tickets.

Inconvénients

Overall, I have no complaints - the wrap-up time after calls is a great feature & Zendesk keeps our work very organized!

Avantages

Trovo fantastico che ci sia la possibilità di creare delle macro nel tool di ticketing permettndo di ridurre il carico di ticket inutili (falsi positivi).

Inconvénients

Il loro servizio di supporto consiste nel dare risposte automatiche.

Avantages

Being able to accurately track support tickets for the IT department.

Inconvénients

To make it very feature rich, you have to use a lot of plugins and a lot of them cost money.

Avantages

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.

Inconvénients

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.