Zendesk Suite
Review of Zendesk Suite Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
About Zendesk Suite
Zendesk Suite Screenshots
Zendesk Suite Features
Zendesk Suite Integrations
Customer Reviews
See why people love Zendesk Suite
Verified Professional
Retail · 1001-5000 employees
Start at Zendesk
Best suited for routine resolutions, Zendesk can help simplify tasks that are not quite self-service for the end users.
- Great triage tool for call centers
- A lot depends on the talent level of the agent, but Zendesk can be a terrific first start to resolution of customer issues
Again, much depends on the talent level of the agents, but if the setup is not done with a tremendous amount of care and attention to detail, you risk setting your agents and customers for failure
Cynthia B.
Verified UserProfessional Training & Coaching · 51-200 employees
Don’t ever take it away from me!
Excellent from day one. Coming from the agony of replying to each individual client via Gmail and not being able to compare responses or easily locate past interactions to everything and everyone in a single place with a GREAT search function is amazing. Don’t ever take this product away.
- Managing emails as tickets and having every readily accessible for teams to review interactions that support the quality of everyone’s service is invaluable
- I have been a user for 4+ years now across companies and the way it makes you more efficient when responding to clients requests is great
- There are few things that could be improved like the reply box covering part of the email response or not being automatically adjusted
- Things that I’d personally like but are not dealbreakers
Switched From
It was not sustainable anymore. We needed to be aware of all team responses and tracking between clients to support training, service and organization altogether
Sarah A.
Verified UserInformation Technology and Services · 1001-5000 employees
Must have platform for scaling businesses
It’s been great! I haven’t had to chat directly with zendesk because I typically navigate it easily and it’s something our customer success and support teams heavily utilize.
- Each company I’ve work at has used zendesk
- This is best in class for any client facing role
- Super easy to view tickets and add internal comments
- It’s very easy to navigate
- Is there a way to share a link as a guest view, if other users don’t have access to the zendesk
Abraham E.
Verified UserInformation Technology and Services · 51-200 employees
Comprehensive and Reliable Customer Support Platform
Zendesk Suite provides a robust and reliable customer support solution that streamlines ticket management, automates workflows, and improves team efficiency. While it can be pricey and complex for small teams, its features and scalability make it highly valuable for growing organizations focused on providing excellent customer experience
- Comprehensive customer support features all in one platform
- Intuitive and easy-to-use interface
- Strong automation and workflow capabilities
- Excellent reporting and analytics
- Can be expensive for smaller teams
- Some advanced customization requires technical knowledge
- Occasional learning curve for new users
Switched From
Better integrations, more intuitive interface, and advanced workflow automation.
Laura S.
Verified UserFinancial Services · 51-200 employees
Accessible and easy to use!
Verified reviewer
- I have only used Zendesk Suite in one company, however I would say that it was a product that everyone was able to access immediately with no issues, i
- e
- it is easily accessible to all
It is not the most visually pleasing compared to similar products which means that it can feel a little outdated on first glance, but because of the simplicity it means that it is easily accessible with no additional unnecessary add-ons
Katie Y.
Verified UserComputer Software · 11-50 employees
Leaders in CX? I beg to differ
Our first several years working with Zendesk were pretty good. We rarely required help and the feature set met our needs. About 5 years ago our experience with them started going downhill fast. At this point I would strongly recommend against anyone starting a business relationship with this company.
- The ticketing system works well most of the time
- - Their support is some of the worst I've ever experienced and keeps getting worse
- - Their admin portal is buggy - Their knowledge base tools requires you to learn a new programming language in order to set up a support site
- - Their knowledge base tool is buggy
- It routinely deletes images from and messes up formatting in active articles
- - Their analytics tool is complex and requires a deep understanding of Zendesk architecture to use successfully
- - The few valuable features they introduce are made available to enterprise customers only
- - Most new development is focused on half-baked call center solutions that don't work as promised and decrease the quality of support offered to both their clients and yours
- - They do a terrible job of screening for junk and spam letting a significant numbers of spam and malicious messages through and flagging real customer message en masse after each update
- - They do not notify you in any way if your messages can't be delivered (bounces, etc)
Why they chose it
"Zendesk support was better than Freshdesk (at the time we signed up many years ago)"
Meghann O.
Verified UserTelecommunications · 51-200 employees
Lots of functionality but difficult to navigate
Verified reviewer
- Zendesk seems to have robust capabilities
- It integrates with our CRM so I can see all the communication with our support team right there
- It seems complicated and we only have a small piece of functionality set up
- When I am tagged on a ticket, it is not intuitive how to get to that ticket immediately
- Also seems to easy to send replies to the customer vs posting internal notes
Switched From
One of the highest reasons we switched was for the AI capabilities
Simranjit K.
Verified UserHealth, Wellness and Fitness · 51-200 employees
Zendesk from experience
It does work as intended and provides day to day help to manage IT operations and helps to manage tickets in efficient manner
Knowledge base is so good as compared to other platforms and ease of useis quality that is helpful for small and big orgs
less features as compared to so many other apps and adaptability options based on company needs are limited
Inamari N.
Verified UserInformation Technology and Services · 11-50 employees
A Great Overall Solution for Managing Customer Queries
Verified reviewer
- I really like how straightforward Zendesk Suite is to use once you get familiar with it
- The interface is clean and easy to navigate, and it keeps everything in one place, which makes handling customer queries much smoother
- The ability to customise workflows and automate parts of the process is especially helpful, and the reporting tools make it easy to see what’s working well
- Overall, it feels reliable and well thought-out
- Some of the more useful features are only available on higher plans, which can be a bit limiting
- Setting everything up initially takes a bit of time, especially if you want to get the automations just right
Sean C.
Verified UserMarketing and Advertising · 2-10 employees
A veteran in the Customer Support category
It's one of the first customer support tools I used. The platform changed over time, and it's AI-focused (no surprises).
- It has a lot of integrations and tools, reports/analytics are thorough, and the UI is intuitive
- It improved over the years (but not by much)
It can be expensive for a small business, and ironically, their own customer service is not always available
Popular Zendesk Suite Alternatives
See what companies are saying about Software Advice
This is very useful service. The company presents itself in a very professional manner.
Subscription Successful!
You've been added to our newsletter.
Write a Review
Share your experience to help others make better decisions.