Zendesk Suite Reviews

Pros

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

Cons

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

Alternatives Considered

Native Teams

Reasons for Switching to Zendesk Suite

Zendesk is the cheapest and best option compared to others

Pros

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.

Cons

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.

Pros

I have not found any pros in the service.

Cons

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.

Pros

Some of the functionality works. I guess it does the job if you want to pay a premium for nothing.

Cons

The customer service is terrible. They don't care about bugs. If you intend to be an advanced user; building integrations etc then this just won't work out well.

Alternatives Considered

Dynamics 365 and Salesforce Sales Cloud

Reasons for Choosing Zendesk Suite

We grew out of Freshworks. Zendesk seemed like the market leader. We were wrong.

Switched From

Freshdesk

Reasons for Switching to Zendesk Suite

I really dont know. Maybe I was drunk at the time.

Pros

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

Cons

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.

Pros

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

Cons

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 Considered

tawk.to and Intercom

Reasons for Switching to 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.

Pros

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

Cons

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.

Pros

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

Cons

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

Pros

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.

Cons

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.

Pros

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

Cons

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.

Pros

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.

Cons

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

Pros

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

Cons

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

Alternatives Considered

JIRA Service Management and HubSpot Service Hub

Reasons for Switching to Zendesk Suite

Zendesk Suite have better options for all different needs.

Pros

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

Cons

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.

Pros

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.

Cons

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.

Pros

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.

Cons

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)

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

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

Cons

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.

Pros

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

Cons

Sometimes we experience some outage but not frequently

Pros

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.

Cons

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

Pros

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.

Cons

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

Pros

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

Cons

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

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

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.

Cons

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