Zendesk Suite

Score8.5 out of 10

1,091 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
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7

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

13.2%

22,663 installations of 172,307

“I can simply navigate to any pane that I would or support forums to get the appropriate help I need.”
— Middleware Administrator, Scott Lee Roy Solutions

#2 most frequent

Information

10.2%

17,558 installations of 172,307

“Agent don't have to toggle from one screen to another as Zendesk Suite is an integrated one!”
— Learning Experience Design & Development Senior Analyst, WIPRO (Enterprises)

#3 most frequent

Manufacturing

6.0%

10,365 installations of 172,307

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

Adam Vorisek View profile

Technical Support Manager in Customer Service at MacroAir Technologies (51-200 employees)

Use Cases and Deployment Scope

We use Zendesk Suite for the majority of our customer service interactions and 100% of our technical support interactions. Zendesk Suite helped us consolidate multiple channels (email, messaging, WhatsApp, phone) into a single queue for my agents to easily prioritize their work and stay on top of everything. It also helped us easily get started in the AI side of support features.

Pros

Channel Consolidation
Triggers/Automations take busywork off of the agents' plates
One stop shop for everything (support side, Help Center, etc.) makes it easy for agents and end users to find anything they need in one spot

Cons

Sometimes new features are forced on us that we do not want and are detrimental
Sometimes old functionality is deprecated and can break things, particularly 3rd party integrations which were very expensive to put in place
Documentation on advanced features is very lacking and it is hard to find a product expert, particularly for new features

Return on Investment

Higher CSAT
Improved Agent Experience
Decreased Time To Resolution

Usability

Customer Experience

Most features are intuitive, but advanced features such as webhooks etc. can be complicated. I find Zendesk Suite's documentation lacking on these features and it can be quite difficult to get a hold of someone at Zendesk Suite who is familiar with them.

Alternatives Considered

Salesforce Lightning Components & Developer Experience

Other Software Used

Google Drive, Acumatica, HubSpot CRM

Steve Strohl View profile

Advisor Relations in Customer Service at G.A. Repple & Company (11-50 employees)

Use Cases and Deployment Scope

When first setting up this platform it was difficult to follow. There were only "bots" to chat with for Customer Service.

Zendesk has evolved into an important tool for our clients and Financial Advisors.

Pros

I'm able to route tickets to all departments as needed
We are able to sort and store archived tickets as records of conversation.
Our Zendesk keeps a time stamp as well as accountability for all employees
The platforms monthly subscription rate is reasonable

Cons

I would like to implement Zendesk talk.
We would like to replace our receptionist with Zendesk 100%

Return on Investment

Zendesk is relatively new to our firm and our outside Independent Advisors.
Zendesk has had a positive effect on our Customer Service experience.
Our ROI has been 100% positive.

Usability

Customer Experience

Through Zendesk we have been able to assist our Clients Clients with getting them their 1099 tax documentation since the platform is encrypted end to end.

Other Software Used

eMoney Advisor, DocuSign, Redtail CRM

Dimitri Cooper

Project Manager III in Legal at Peach New Media & City of Atlanta (51-200 employees)

Use Cases and Deployment Scope

Zendesk Suite is used as our ticket intake system. It is the primary platform for internal and external product and consumer-based resolution experience. The use of Zendesk Suite allows us as a team to ensure we are on top of all tickets and have the ability to prioritize urgent tickets and place them into their own queue.

From a managerial standpoint, Zendesk Suite has one of the most robust reporting outputs I have used to date. Along with the standard productivity report, Zendesk Suite offers so many customization options that allow me to build the reports I need for capturing the specific data I need to report out on, as well as provide to the team to allow them to know their monthly statistics.

Zendesk Suite has become the heartbeat of our company as the features offered are above standard and the ongoing enhancements that are always being rolled out continue to make the customization, and productivity insight even better.

Pros

Reporting
Customer Information Capture
Ticket Flow Administration

Cons

More end-user roundtables
An enhanced predictive flow that is industry specific

Return on Investment

Higher First Call Resolution Achieved year over year
Internal Savings on repeat trainings for employees
Improved Quality Scores from customers based on support engagement

Usability

Customer Experience

Zendesk Suite has an amazing support team. The representatives are knowledgeable and don't just throw out answers. They ensure to understand the need and respond accordingly. Also, the follow-up provided to ensure a matter is resolved is amazing. You never feel alone when in need or as if you are forgotten about.

Alternatives Considered

Talkdesk

Other Software Used

Cloud Softphone, Clio

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.