Zendesk Suite

Avantages

The awesome feature is the centralized ticketing making it so much easier for managing customer tickets.

Inconvénients

As you move up the advanced tiers, so does the price...can be quite hefty!

Avantages

I like that there is a ticket system and we are able to move the tickets between the team

Inconvénients

I wish we could close the tickets without having to open them. Some tickets we already know what it is. I also would like to be able to check on many tickets and close them out.

Avantages

Easy-to-use interface that simplifies customer service management. Highly customizable and integrates well with other tools. Efficient ticket management for tracking and resolving issues quickly.

Inconvénients

Can become complex as your needs grow. Pricing may be high for smaller businesses

Avantages

Seamless Integration with Monday and with Slack, ease of use, robust and flexible API allows customization

Inconvénients

Some of my users would love a dark theme to work comfortably after hours ;D

Avantages

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

Inconvénients

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

Avantages

The affordability of Zendesk and the startup program of using the solution completely free for the first six months is the best experience and reliable customer support team who responds to questions on time

Inconvénients

It is not having any technical issue yet, However I would like to see more options to customize the chat widget compared to the available options

Avantages

Being able to be contacted fast by your customers and resolve different issues for them is very important for every business. The interactive chat and support system from Zendesk Suite keeps all you tickets and customer problems organized and easy solvable. Great software and great support.

Inconvénients

I cant say i had any problems or issues with Zendesk, support tickets were solve fast.

Avantages

Powerful AI tools to support the scaling of our CX function

Inconvénients

Set up was more difficult than expected early on.

Avantages

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

Inconvénients

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

Avantages

I am to manage all important files and schedules in one place.

Inconvénients

I have no issues with it I recommend it to anyone.

Avantages

I use it mainly for the FAQ feature, it saves me quite a lot of time for customer support.

Inconvénients

I had an issue with the helpdesk chat pop-up on my shopify website, support were quick to help me and resolve the situation.

Avantages

We like Zendesk because it makes it easy for our team to connect with our customers and address any issues they have with our products. We can build credibility because our After Sales communication was improved dramatically when we started using Zendesk.

Inconvénients

Nothing at the moment, but if we see something, I might update this review.

Avantages

This is where we normally used if we're having issues on logging in to our NT logins, VPN's, PW reset, etc.

Inconvénients

If they are handling multiple customer, tendency you will be waiting until your turn

Avantages

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

Inconvénients

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

Avantages

Ease of use and collective data when you need it

Inconvénients

There is nothing that I didn’t like in this program

Avantages

Zendesk scales up with the size of the team and amount of tickets that they are sent. The best part of Zendesk Support are triggers and automation. They help the team to get notifications on new tickets and ticket updates. We can add any new user in the Zendesk tickets and they can get to know the entire history of ticket

Inconvénients

Some emails are classified as "automated" and are sent to the "Spam" folder. We contacted the Support Team and find out that there's no way to treat them as normal tickets. Internal/external replies user interface is a bit clunky. Zendesk does have a Slack integration but its capabilities are not so robust and limited.

Alternatives envisagées 

Freshdesk et Zoho Desk

Pourquoi passer à Zendesk Suite

Zendesk is an industry leader for support tickets. The pricing is highly competitive and it can be seamlessly integrated with other tools to boost productivity. Zendesk is easy to use and user learning curve is very small.

Avantages

It is easy to use and the design is very aesthetic

Inconvénients

Filtering of old and new email. Sometimes it took some time to filter the new emails.

Avantages

That it is easy to use and it's easy to log customer complaints tickets

Inconvénients

That Zendesk has such a simple and ugly user interface and GUI

Avantages

It is very user friendly and is not complicated to use

Inconvénients

I have no complaints at all. We use it on a daily basis

Avantages

SO EASY TO USE! Every time someone needed something they could easily submit a request and it would go straight to our team to address. Very easy to see what needs to be completed and when it was submitted to us. Additionally, it made it very easy to organize issues, by labeling all our tickets in a category such as New Hires, Terminations, Unemployment forms, Payroll related questions, technical issues, etc. I also liked that it was a giant knowledge database. I could go back to past tickets and see how it was handled and respond in a similar way.

Inconvénients

There were a few times (RARELY) that it didn't work so we could not do our job at all and support our employees. It was our MAIN form of contact with our employees and we had employees all over the USA. We mainly used Zen Desk for getting tickets from our employees, along with state agencies specifically during COVID when unemployment was high, and tried to solve all their problems and act as the MAIN line of support. When it was not up and running it made this difficult.

Avantages

I really like that you can alter work items in order of priority, as it helps myself and my team split our work into our respective departments. The FAQ feature has made our work much easier as guides are already provided and only important queries are sent to the support team. This software is user friendly and it provides enough training material to get you started on the platform. Overall great job!

Inconvénients

Even though Zendesk is an incredible software I believe it would be more helpful to make the customization a little easier to manoeuvre around to increase work flow, so things can become manual if you don't have the time or technical abilities to workaround and fully utilize the platform.

Avantages

It comes with great live chat features and makes a great help desk solution
In addition, I like the knowledge base features and the fact that it makes customer service easy

Inconvénients

Zendesk Suite is powerful and no dislikes to report.

Avantages

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

Inconvénients

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

Avantages

Setting up automated workflows has really sped up how quickly we can respond to customer questions, making sure we don't keep them waiting too long for help.

Inconvénients

The only downside I found with Zendesk Suite is that setting up advanced features can be a bit complicated at first. It takes some time to get everything customized to our exact requirements.

Avantages

Qhat i like most about zendesk it that ability to interact with co-workers, amagers and even school.

Inconvénients

What i like least about zendesk suite is that i just wish it qould turn off somethimes in just needa brake feom work. Lol.

Avantages

Easy to track tickets and put in new requests

Inconvénients

Sometimes my emails get sent to the spam folder

Avantages

We can easily locate the ticket and our agent have the visibility of their scores, So they can check how far do they need to work on .

Inconvénients

Nothing that I could think of, There might have some mimimal glitches but their Team could fix it in no time.

Avantages

We were using Gmail to manage customers enquires prior to using Zendesk. Zendesk is a hundred times more robust and gives us the ability to stay organized and maintain transparency between teammates.

Inconvénients

We had to have an engineer setup Zendesk exactly how we wanted for our custom website.

Avantages

I love zendesk for its ability to keep a history of your communication with customers and its ability to easily send and receive emails back and forth

Inconvénients

Zendesk doesnt support pictures or bogus images or perhaps I am not sure how to change my email format

Avantages

Easier to setup a knowledgebase in the the Zendesk suite which gives me the ability to create support articles to our clients, the tool supports email piping and integrations through SMTP and DNS verification where clients are able to email our support email and then we respond through the Zendesk Suite

Inconvénients

You need to have the budget for this tool if you are planning to use the most professional features and hence would not be a good fit for SMEs and startups to use the solution

Avantages

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.

Inconvénients

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.

Avantages

I like the ease of use of Zendesk, it makes all the connections between the client and service easily connected.

Inconvénients

So far, I cannot complain any of the services from Zendes, they seem to find way to improve all the time.

Avantages

It gave us a place to create articles, store articles and group articles to share externally to users as a good knowledgebase

Inconvénients

it is EXTREMELY difficult to navigate within the tool to find where you are trying to get to, and then formatting of knowledge base articles is MISERABLE and very limited if you are trying to do it simply, way more difficult than any other article creation tool I've used

Avantages

User-friendly interface with easy navigation
Reliable performance for team collaboration

Inconvénients

Limited customization options
Higher pricing for advanced features
Basic reporting features could be enhanced

Avantages

Agents can swiftly resolve issues, provide personalized experiences, and cultivate relationships with customers by utilizing Zendesk to create a fully seamless omnichannel customer experience. Offering customers a variety of communication channels is only one aspect of an omnichannel customer experience.

Inconvénients

While Zendesk is a popular customer service solution, it does have certain limitations. These include its high price, limited customization possibilities, and difficulty in configuring and utilizing its capabilities.

Avantages

The way it integrates with other platforms, the notifications speed and its reporting capabilities.

Inconvénients

Implementation can be a little complicated but once you have everything setup, it works great.

Alternatives envisagées 

Jira

Pourquoi passer à Zendesk Suite

Flexibility, user-friendly. Email integrations and reporting dashboards.

Avantages

Our company uses Zendesk to house our handbook. This is honestly critical as the handbook is utilized everyday by current and new staff to help them do their job.

Inconvénients

I do not have any cons about Zendesk Suite

Avantages

When we would have clients come in requesting support, Zendesk really set us up for success. The platform allowed us to respond quickly, with clear messaging, and understand how urgent requests were!

Inconvénients

I really enjoyed the whole product experience! From time to time, the product would lag when it came to real-time requests, but they may have had to do with connections.

Avantages

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

Inconvénients

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

Alternatives envisagées 

Intercom

Pourquoi passer à Zendesk Suite

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

Avantages

I like the ability to interact on multiple platforms, including social media.
I also like it's ability to work with Slack and the analytics dashboard.

Inconvénients

Customer support can be difficult to track down, and the cost is pretty high.

Avantages

Zendesk makes it easy to receive, track, monitor, and action on tickets / incidents. Data is presented in a clear and logical manner which allows you to focus on closing the ticket instead of manipulating the software.

Inconvénients

I'm sure Zendesk is not perfect but in my experience I have not run across anything with Zendesk that I have found to be an issue.

Avantages

Zendesk always is looking to improve and provides great walkthroughs, SOPs, and has a large community to help you if your set up isn't working the best it could.

Inconvénients

Tagging and automatic queue routing feel stuck behind a paywall.

Avantages

It was easy to set up, with accessible pricing for a team of one. Plenty of support videos and forums to help with setup. The Helpdesk was definitely the most useful part as if prevented the need for developing dozens of web pages on Magento or Shopify.

Inconvénients

Having to pay per team member prevented us getting the most out of the platform. Instagram DMs don't come in as part of the social channels and cost extra.

Avantages

Organized and easy to use especially when communicating with customers

Inconvénients

I cannot tell, for now everything’s fine

Avantages

Zendesk is more refined than its competitors, Help Scout and Vantive. It's more feature-rich, and its user interface is pleasant to look at and use. Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients.

Inconvénients

I can't say i had any problems or issues with Zendesk, support tickets were solve fast.

Avantages

What I liked most about zendesk suite is the many platforms that utilize it s their customer service contact center

Inconvénients

What I like least about zendesk is the amount of time it takes to get a response from customer service especially when its a time sensitive matter.

Avantages

I like how quickly I'm able to chat with prospects and help address any questions they have. The integration with our CRM allows me to track my interactions and access existing data of the prospect & their company in one place.

Inconvénients

It's limited in some capabilities with automating the initial interactions and AI conversational features. I've occasionally noticed a lag time in notifications which has impacted response time.

Avantages

I can respond to emails and switch to live chat within the same platform. Plus, its customizable workflows and automation features make support tasks effortless.

Inconvénients

The pricing can be steep for small businesses as they grow. Some advanced features require extra add-ons, increasing costs.

Avantages

Zendesk is very user-friendly and very minimalist. I love using this platform as it is very to use and very affordable.

Inconvénients

There are a lot of things that need improvement but I'm happy to use this service.

Avantages

Provides you with all the tools to manage your client's data

Inconvénients

It has a seet learning curve but once you have it running it works great.