The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
rt4 was a ticketing system I used previously. For the level of functionality we need which is B2B ticketing with multi-agent and multi-client tickets, it would be perfect.
Zendesk is a lot prettier than rt4 but not free. The sole reason we are still using Zendesk is that it was …
To set up a service cloud for Salesforce, you need much more work and a dedicated person to do it. For Zendesk Suite, you just need a couple of hours and you are done, but again that really depends on where your customer data is stored, if your data is in Zendesk Suite, you are …
Mainly falls on familiarity as I have been using Zendesk for more than 10 years now. The timeline was a bit strict during deployment quarters hence we have decided to go with the less friction software to be deployed. Additionally, Zendesk on agent's view is user-friendly which …
We were looking for a very easy-to-understand platform so that our agents could only focus on helping customers more than learning how to use their systems. It basically was exactly what Zendesk meant to us, I am really glad we used that system.
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein …
I used Salesforce for opening and tracking customer support requests at another company. The key advantage Zendesk has over Salesforce is that Zendesk is designed specifically for customer support management and it's easy to get started right out of the box.
Zendesk is the industry leader in terms of the number of other platforms you can connect it with (CRM's, Customer Success Tools, Billing Tools, etc)—this makes it extremely sticky and a core part of your workflow. Zendesk also offers a variety of channels all in the one …
Overall, the ease of system admin that is done within the Support team, the reasonable license cost for multi-channel support and ability to create custom brand dashboards and needed reports, along with the helpful client support we get- made it an easy decision to purchase and …
In my experience, I prefer Zendesk Support Suite over Salesforce. I feel that it's much more user friendly across the board. My biggest complaint is the user navigation frustrations that I run into with Salesforce. I feel like Zendesk Support Suite is much more intuitive on …
Salesforce is far more established but the price tag was too high for our small team. I would be surprised if we didn’t migrate to Salesforce when our team reaches a certain size
Zendesk has been easy to implement and evolve over time. They have launched more online Client learning sessions and occasionally offer in-person local client group sessions to aid in our learning. They offer their training modules for free. The key is we can create the needed …
Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, …
Hubspot cannot integrate directly via SDK into mobile apps or web apps. hubspot has other nice features but their service offering lacks some of the most important elements for us.Zendesk allows our customers to efficiently submit support requests both from our web-based cloud …
Zendesk support is your one-stop shop for managing customers via the customer support portal that has a slew of products available for use via several channels, depending on your particular need may it be email messaging, chat messaging, or voice, and it is quite superior …
Zendesk has much more functionality on the canned responses so the team saves time in selecting the repeated small issues and reduces the chance of error, or the team member frankly getting bored. Secondary the tickets system is far superior to Intercom especially how it keeps …
Zendesk Support Suite has a better visual way to organise different categories of tickets. It allows us to track missed calls, unresolved tickets and resolved tickets a lot better compared to Hubspot. I am just a user of Zendesk Support Suite but I assume that we selected …
I started in the company with Zendesk Support Suite already, so experience with it was an easy learning curve. Freshservice is just as good as well. The GUI interface is friendly to look at and easy on the eyes. When you're in support and [staring] at the screen all day, …
I prefer Zendesk, though I find engineers are often in Jira. Zendesk is, in my opinion, far easier to navigate, but that might just be my personal preference and comfort with the application. Both maintain a history/record of who and what, but I think Zendesk is more intuitive, …
Verified User
C-Level Executive
Chose Zendesk Suite
Zendesk is an absolute joke. Do not be fooled by their account reps, you will not get support and unless you have someone on payroll dedicated to solely dealing with this janky platform, you will be pulling your hair out. Even then, they make even the most simple task …
Verified User
Engineer
Chose Zendesk Suite
We used Zendesk Support Suite for adding Customer Community to increase customer engagement and decrease company support costs by decreasing customer support executives. Zendesk is a great platform for community development and information circulation. It offers a lot of …