#1 most frequent
United States of America
41.9%60,507 installations of 144,334
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.
Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
Categories & Use Cases
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Screenshot of the Zendesk Agent Workspace
Top Performing Features
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
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: 8.8
Areas for Improvement
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.2
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: 7.9
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.6
Who Buys & Uses Zendesk Suite
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
8.3%12,029 installations of 144,334
#3 most frequent
Australia
4.5%6,514 installations of 144,334
Pros
- Consolidates diverse communication channels into a single agent interface
- Automates workflows and triggers for efficient, timely responses
- Streamlines ticket management and prioritization for support requests
Cons
- AI features are perceived as limited and require approval for responses
- Reporting tools are often described as complex or lacking flexibility
- Some integrations are challenging, with deprecation disrupting setups
Easy to Pick Up Plenty Of Depth For Experienced Admins
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
10X Customer Service Platform
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.
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
Zendesk Suite is truly a gem
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.
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
Impressive
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
Zendesk Suite provides internal transparency but has room for improvement
Use Cases and Deployment Scope
We use Zendesk Suite as a talk and email platform. In our instance we use Zendesk Suite for external communication, we don't really talk to each other.
Pros
- Ticket Triaging
- Automations
- Reporting
Cons
- Talk Features
- User Interface
- Connectivity Issues
Return on Investment
- Email transparency
- Call Recording
Usability
Customer Experience
We use macros, triggers and automations. We are recently learning a lot about Zendesk Suite reporting but we haven't dug too deep into that.
Other Software Used
Asana, Slack
