Zendesk Suite

Score8.5 out of 10

1,097 Reviews and Ratings

What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience.

Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

Categories & Use Cases

Media

Screenshot of the Zendesk Agent Workspace

Screenshot of Bots powered by Zendesk AI

Screenshot of Tone shift with Zendesk AI

Screenshot of Zendesk ticketing side conversations

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Screenshot of the Zendesk Agent Workspace

Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 8.9
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.7
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.5

Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.5
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.8
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 7.9

Most Frequent Users

Top 3 industries using Zendesk Suite.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

12.3%

23,071 installations of 188,152

“Very good customer service experience and hands on for the product.”
— Account manager, Kaseya

#2 most frequent

Information

9.5%

17,833 installations of 188,152

“Greater customer satisfaction.”
— Learning Experience Design & Development Senior Analyst, WIPRO (Enterprises)

#3 most frequent

Manufacturing

5.6%

10,481 installations of 188,152

Pros

Centralized management of customer interactions across multiple communication channels.
Effective automation and triggers for reducing agent workload and ensuring timely responses.
Intuitive user interface and ease of use for agent adaptation and efficient ticket management.

Cons

Limitations in current AI capabilities and the quality of auto-generated responses.
Reporting functionalities are perceived as overly complicated or lacking flexibility.
Challenges with certain integrations, including deprecated functionality and broader RMM compatibility.

Alicia Schaefer View profile

Manager, Community Support in Customer Service at NetGalley (51-200 employees)

Use Cases and Deployment Scope

We use Zendesk to manage our incoming support of approximately 1400 tickets per month, with a two person support team.

Pros

Routes tickets as we need
Organizes open tickets well
Helps us manage our pending support on open issues

Cons

Less AI! We do not use AI and ZD has been pushing LOTS of it.
Better management of our multiple language support

Return on Investment

We do not track metrics but it has been a huge upgrade from managing support via an email address!

Usability

Customer Experience

Lots of great info can be found in their community and there are lots of other Zendesk users to help. I do find that our Sales person changes so often that we never have a clue who to reach out to but if you just want support through Zendesk, that can easily be found by using one of their bots, after which you can send a message to a real person.

Other Software Used

Slack, Google Drive, Dropbox

Samkelisiwe Vezi

Senior Ops at Motorway (501-1000 employees)

Use Cases and Deployment Scope

It is easy to use simply because we use a ticketing system to communicate with other departments or customers. The is a timeframe as to when we can respond to the customer or a different department since it does not allow us to pass the 24hours timeframe making it convenient and not the customer having to wait for more than that.

Pros

sending emails
assigning tickets to yourself
allocating the last person that sent an email

Cons

High priority to self-allocate
Being able to check the number of tickets you worked
Automatically open the tickets when there is a response

Return on Investment

Improves efficiency
Improves communication
Priority workflow

Usability

Customer Experience

Able to see the emails that were previously sent to the customer which means that should they respond with a document that was requested since it works hand in hand with dashboard I then upload the document on behalf of the customer to their profile. This makes it easier for the work to keep on going and the guideline macros that are provided have more detailed information of what is required making it more professional.

Other Software Used

Slack, Grammarly, Talkdesk

Verified User

C-Level Executive in Engineering (11-50 employees)

Use Cases and Deployment Scope

We use Zendesk as our first line of communication with customers. It's our primary tool for assigning and handling issues brought to us via email and occasionally chat. We track our interactions from start to finish using their tools and link/track issues for each customer, so we can easily bring employees up to speed on prior interactions.

Pros

Smoothness for customers interacting via email.
Trackability of issues with easy to find IDs and CCs.
Clear assignment of tickets.

Cons

Poor UI where the conversation direction is not reversible; need to be able to sort messages by newest first or oldest last.
Inability to track tickets easily beyond the initial point of contact; not great for single-point-of-contact handling. Once a ticket is handed off for internal work, you have to use tags or something else to find what needs to come back to the point of contact.
System incompatibility requiring custom rules for other systems (Salesforce, etc) to prevent ticket looping and failure to integrate with external ticket IDs cleanly, causing new tickets to open each time in the remote system.

Return on Investment

Worse overall ROI due to loss of CRM integration with Zoho, costing significantly more man-hours to run both systems side by side.

Usability

Customer Experience

The app itself is best for customers when they don't use it at all. They prefer to email or chat. We have an email-heavy customer base, as they are B2B customers with computers at their desks who check email regularly. Internally, it is not great for email management; it is better than using actual email but struggles to track the assignment of tickets that need to be returned. It is super chat-focused in its UI and lacks flexibility or customization.

Alternatives Considered

Freshdesk, Zoho Desk and Salesforce Agentforce Service

Verified User

Team Lead in Product Management (51-200 employees)

Use Cases and Deployment Scope

We use Zendesk primarily as a knowledge base for our products. We can maintain customer and internal resources and restrict content to specific users and groups, which is great for account-specific configurations or other privileged knowledge. We've configured our instance so that users can create support accounts without direct intervention from our support team while still maintaining user validation and association with the correct parent account. It's a very robust tool for content and support teams.

Pros

Robust tool for creating, maintaining, and sharing knowledge.
Ticket deflection and easy-to-use support tools for our complex products.
Overlooked but essential tools: Ability to export invoices and information security reports.

Cons

The new analytics tool is still under development, so it's not a complete solution yet. However, the tool has many great features and will meet most of your reporting needs.

Return on Investment

We realized time to value before we had a paid subscription.
Our customers give us more praise for our content than our products.
Content team efficiency has improved significantly with features such as article assignments and content review rules.

Usability

Customer Experience

Zendesk's knowledge and support solutions are very intuitive, and all their features are thoroughly documented. If you can't figure out how to use something, it's easy to find a resource that helps you identify a path forward. Their Help Center and Community are great resources.

Alternatives Considered

Microsoft Dynamics 365

Other Software Used

Wistia, Vimeo

Verified User

Consultant in Information Technology (501-1000 employees)

Use Cases and Deployment Scope

We use Zendesk Suite as the single front door for customer support, so email, chat and help centre tickets all land in one queue instead of scattered inboxes. It solves a visibility problem for us, we can see what people are actually asking about, route it to the right team, and cut the repeat questions down with self service articles.

Pros

Ticket routing works well
Macros save a lot of time
Reporting gives us an overview of volume and response times

Cons

Building a custom dashboard takes more clicks and trial and error than it should
Admin settings are spread out
Pricing tiers push useful features up a level

Return on Investment

Faster resolution times
Fewer tickets overall
Better agent experience

Usability

Customer Experience

The documentation is good, most of the time we find a clear answer in the help centre without needing to contact anyone. When we have raised a ticket, support has been responsive and knew the product well.