Zendesk Suite

Pros

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers.

It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information,

Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Cons

It can be very complex/difficult at certain point due all the features that they offer.

Alternatives Considered

Reasons for Choosing Zendesk Suite

Switched From

Pros

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.

Cons

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.

Pros

I enjoyed everything up to having to interact with Zendesk customer support.

Cons

Zendesk customer support is non-existent. They will not provide a number or call you.
They disabled our account because our card experienced fraud, even though we had a valid ACH connection at the time of disconnect.

Pros

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.

Cons

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.

Pros

Zendesk has a great administrative environment. We can set up complex automatization, prioritization based on our needs. This gives it an edge over competition with simple automatizations. Analytics is also easily done due to intelligent tagin mechanism so that you can call any filed you need and want.

Cons

With multiple teams working on Zendesk it can become a mess with ticket transfers and constant changes of ticket forms. This is something that needs to be tackled on department level. Least like feature was the inability to permanently remove participants from a ticket, as if the external replies come with the email agin added in CC, zendesk will add it again.