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Zendesk Suite

Zendesk Suite

Overview

What is Zendesk Suite?

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…

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Learn from top reviewers

Zendesk The best!

Rating: 10 out of 10
October 15, 2024
IncentivizedVetted ReviewVerified User
Elevating customer support processes and CRM and providing an end-to-end customer support solution. Zendesk Explore offers valuable insights into your support operations. Regu...
Continue reading
Ntombentle Sithole
Administrative Assistant - Customer Service
Documents support specialist
WNS
Zendesk Suite3 years of experience

A review by Nothando Makhunga

Rating: 10 out of 10
October 13, 2024
IncentivizedVetted ReviewVerified User
We use Zendesk to communicate with sellers. We send them emails, and they send them back. It helps us send and receive emails from and to the sellers.
Continue reading
nothando makhunga
Consultant - Other
docs team
wns
Zendesk Suite3 years of experience

A review

Rating: 10 out of 10
October 13, 2024
IncentivizedVetted ReviewVerified User
We use Zendesk to check ticket statistics. We can trace the number of tickets or profiles worked on, shared work, and completed work. Zendesk can show every detail we need on ...
Continue reading
Anganawe Mvana
Consultant - Customer Service
Documents Specialist Agent
WNS
Zendesk Suite1 year of experience

Impressive

Rating: 9 out of 10
October 11, 2024
Vetted ReviewVerified User
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 ...
Continue reading
Samkelisiwe Vezi
Administrator - Other
Senior Ops
Motorway
Zendesk Suite3 years of experience

Zendesk Suite - Great for Companies Experiencing Growing Pains

Rating: 9 out of 10
October 9, 2024
IncentivizedVetted ReviewVerified User
Zendesk Suite allows [...] to monitor over 90 client mailboxes via a ticketing system. Zendesk Suite allows our back office to assign email/fax/chat requests by assigning to a...
Continue reading
Verified user
Manager
Zendesk Suite10 years of experience

Efficient software

Rating: 10 out of 10
October 3, 2024
IncentivizedVetted ReviewVerified User
It integrates all of our work into one place. It is our primary working station. Without Zendesk Suite our company would not function. The company uses Zendesk Suite to review...
Continue reading
Thabakazi Nxasane
Administrator - Customer Service
Payment operations specialist
Motorway
Zendesk Suite3 years of experience

Zendesk Suite Review

Rating: 10 out of 10
October 2, 2024
IncentivizedVetted ReviewVerified User
We currently use Zendesk Suite CRM for help center, for agents to log incoming calls through our third-party call center, and to allow customers to reach out to us via our pub...
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Verified user
Director
Zendesk Suite7 years of experience

BEST CRM for mid level organization

Rating: 9 out of 10
October 1, 2024
IncentivizedVetted ReviewVerified User
We are using Zendesk Suite to handle cases .It was integrated with our app and integrated with our email as well. In Zendesk there is some features including quick customizabl...
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Verified user
Executive
Zendesk Suite2 years of experience

Keep it up Zendesk!

Rating: 10 out of 10
September 30, 2024
IncentivizedVetted ReviewVerified User
We use Zendesk to communicate with our sellers, reply to their emails, and communicate with other departments using macros. We use it to have all customer conversations and ti...
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Verified user
Consultant
Zendesk Suite1 year of experience

The reason why I choose Zendesk everyday.

Rating: 10 out of 10
September 30, 2024
IncentivizedVetted ReviewVerified User
We use Zendesk to send customers emails informing them about missing documents. Zendesk also serves as a way to contact customers. Customers can inquire and send documents jus...
Continue reading
Nonkululeko Mdladla
Employee - Customer Service
Sales associate
WNS
Zendesk Suite1 year of experience

Zendesk Suite! Customer & User Friendly

Rating: 10 out of 10
September 30, 2024
IncentivizedVetted ReviewVerified User
We used it for internal as well as external operations. For customer support majorly it was used and was very helpful. It's UI friendly, self learning and transparency is well...
Continue reading
Priyanka Nishad
Executive - Other
Senior Associate
Whitehat education technology pvt. Ltd
Zendesk Suite4 years of experience
Verified on LinkedIn

Best cx tool

Rating: 9 out of 10
September 28, 2024
IncentivizedVetted ReviewVerified User
We utilise Zendesk Suite for IT Support ticketing solutions. The previous system didn't have adequate KPIs, and features and resulted in poor service delivery. Now with Zendes...
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Verified user
Professional
Zendesk Suite2 years of experience

Zendesk Suite is the key to our success

Rating: 10 out of 10
September 28, 2024
IncentivizedVetted ReviewVerified User
We use Zendesk Suite primarily for our CX team, for an ecommerce company. It allows us to easily communicate with consumers, and track problems and concerns with extensive cus...
Continue reading
Stephanie Abramovici
Manager - Customer Service
Sr Manager of CX
OUAI
Zendesk Suite10 years of experience
Verified on LinkedIn

Zendesk Suite makes support easy

Rating: 10 out of 10
September 28, 2024
IncentivizedVetted ReviewVerified User
We use Zendesk Suite to provide support to customers who reach out using various methods like calls, chat and email, also support is given to admin from all the different depa...
Continue reading
Verified user
Professional
Zendesk Suite2 years of experience

The Zen is real, desk or otherwise

Rating: 10 out of 10
September 28, 2024
IncentivizedVetted ReviewVerified User
We're a multi-unit pizzeria and currently use Zendesk Suite as our internal support resource. Our IT team as well as our 'supply chain' [food and bev] team both use it, with a...
Continue reading
Verified user
Manager
Zendesk Suite5 years of experience
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How Zendesk Suite Differs From Its Competitors

Customer Experience

Zendesk is a comprehensive customer service and engagement solution used by thousands of companies worldwide. It offers benefits such as consistent customer service, internal helpdesk management, personalized solutions, reporting, self-service support, and integrations with co-browsing and session …
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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 …
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Customer Experience

Zendesk Suite allow customers to use their best practices of their client base to advise on how to most effectively use their system. Clients are able to search past inquiries from other clients to see if an answer to their issue or request is already available or clients can engage with Zendesk …
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Customer Experience

It helps us because it introduces many updates , and its updates that benefit the company and its users . For e.g There is a function called zingtree that assists with bereavement sales . It helps ask for particular documents that are needed for that sale to continue. These sales are sensitive and …
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Customer Experience

Zendesk Suite is not extremely intuitive to someone who is brand new to the ecosystem. Training is definitely required. There is an exceptionally robust community however and documentation is plentiful. It's very likely if there's something you want to accomplish with Zendesk Suite, someone will …
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Customer Experience

I love that its very user friendly to use and easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.It is easy to implement and handling , This makes business easy for the customer support agents
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Customer Experience

Zendesk shows us if the document is unacceptable, and there are macros we can use. If you need to inform sellers of the required documents, you can attach documents in an email to show sellers examples of what is needed. I have a very good feeling about the direction Zendesk is headed in.
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Customer Experience

Zendesk allows customers to send us quality documents, such as V5C pictures. I think Zendesk helps in drafting emails that can be customized to each customer's needs. Zendesk gives me an opportunity to write my own response to the customer in case they are asking a general question. For example, a …
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Customer Experience

The team was supportive and helpful in resolving issues whenever we faced them. When suddenly tickets would disappear or reminders would not work, they would help us fix it. Like mentioned earlier they are prompt as they know the importance of customer support they themselves are always on their …
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Customer Experience

Help documentation is fantastic and provides step by step ways to resolve issues. Customisation is easily done to attend to changing business requirements. Reporting is fantastic and the dashboard can be easily modified and new information added. Zendesk Guide features show insight on the self …
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Customer Experience

Honestly, I haven't needed to reach out for support or anything in 2 years, the only thing I have used from that part is the shortcut sheet, due to the easiness of the suite I can move from ticket to ticket, mark as solved or leave open within seconds some times, leaving only the complexity of the …
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Customer Experience

The help documentation is great. The primary shortcoming is simply the myriad configuration directions one can take. There are so many ways to accomplish a goal with the options available that it makes sense to spend time not only in the knowledge base but also in community discussions. We also …
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Customer Experience

The support area in general is great. It's rare that I can't find an article or comment about something I'm looking to resolve. The chat support is really good. We are in the UK timezone, so more often than not we are waiting for North America to wake up before we get replies. It would be cool if …
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Customer Experience

It is easy to navigate the Zendesk help center with straightforward answers and article titles that make it easy to find the content we need. The Zendesk messaging channel is intuitive and guides one by helping us describe the problem, which is usually resolved quite promptly.
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Customer Experience

Zendesk help centre has recently had a big upgrade and a much simplified interface making it much easier to find relevant articles and advice. Everytime I have reached out to Zendesk, they have replied within 24 hour and are experts at the job they do, offering fantastic advise and best practice …
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Customer Experience

Zendesk Suite provides some useful getting started guides and was able to provide one on one support for our initial deployment. The documentation overall is easy to follow and in most cases we didn't run into difficulties. Some addons however did prove a challenge, and seemed to cause the …
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Customer Experience

As stated in my previous responses, Zendesk allows us to not only record our trouble tickets and act as a knowledgebase as a result with its robust search engine, it also allows us to communicate vital information about the problem directly with the customers. While other solutions also provide …
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Customer Experience

The support team is great, also the community is always interested in solving problems of the users of other companies. I would also would like to point the view on the luminaries, a group of CX and Zendesk experts, who are also solving problems with a higher experience than others.
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Customer Experience

Zendesk Suite is easy to use from an admin and from an agent point of view. The support team loves the interface. The documentation is a bit lacking but the overall intuitiveness of the app makes up for the lack of quality documentation. Overall Zendesk Suite is easy to learn and implement.
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

View all pros & cons
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Pricing

View all pricing

Support Team (Foundational Support Only)

$19

Cloud
per month agent

Suite Team

$55

Cloud
per month agent

Support Professional

$55

Cloud
per month agent

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.zendesk.com/product/pricing…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $55 per month agent
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Product Demos

Zendesk Demo: The Basics

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.7
Avg 7.8

Self Help Community

Features that allow customers to self-service for support issues.

8.3
Avg 7.6

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.5
Avg 7.5
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Product Details

What is Zendesk Suite?

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 needs ranging from help desk software to live chat to knowledge base management.

Zendesk Suite Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations

Zendesk Suite Videos

Zendesk Videos
This software unboxing dives into Zendesk, a platform for support, sales, customer relationship management, and more. As we demo the product, we rate Zendesk on its usability, interface, installation, customer support, and more. While not a full tutorial, if you're considering...
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TrustRadius takes an objective look at the pricing plans, marketed top features as well as what users consider to be the best features and limitations.

Zendesk Suite Integrations

Zendesk Suite Competitors

Zendesk Suite Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported Countries160+
Supported Languages60+
Security
whistic readyRead Zendesk's Security Report on Whistic Security Networkâ„¢

Zendesk Suite Downloadables

Frequently Asked Questions

Zendesk Suite starts at $55.

Freshdesk, HappyFox Help Desk, and HelpSpot are common alternatives for Zendesk Suite.

Reviewers rate Ticket creation and submission highest, with a score of 9.3.

The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(999)

Reviews

(1-25 of 191)
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Zendesk The best!

Rating: 10 out of 10
Incentivized
October 15, 2024
NS
Ntombentle Sithole
Documents support specialist
WNS (Telecommunications, 51-200 employees)
Vetted Review
Verified User
Zendesk Suite
3 years of experience
Use Cases and Deployment Scope
Elevating customer support processes and CRM and providing an end-to-end customer support solution. Zendesk Explore offers valuable insights into your support operations. Regularly check ticket resolution time, customer satisfaction scores, and agent performance. Use these analytics to identify areas for improvement and tailor your support strategy accordingly.
Pros and Cons
  • Offers an enormous array of tools.
  • Live chat, sales, employee engagement.
  • Offers an enormous array of tools, including a helpdesk, email marketing.
Likelihood to Recommend
Zendesk is one of the oldest cloud-based customer service platforms sold on a software-as-a-service (SaaS) model. It offers an enormous array of tools, including a helpdesk, email marketing,

A review by Nothando Makhunga

Rating: 10 out of 10
Incentivized
October 13, 2024
nm
nothando makhunga
docs team
wns (Telecommunications, 10,001+ employees)
Vetted Review
Verified User
Zendesk Suite
3 years of experience
Use Cases and Deployment Scope
We use Zendesk to communicate with sellers. We send them emails, and they send them back. It helps us send and receive emails from and to the sellers.
Pros and Cons
  • We are able to send email to seller's.
  • We are able to track tickets.
  • We are able to solve and open ticket.
  • Seller's are able to send emails to us.
  • We are able to do side conversation within the company.
Likelihood to Recommend
There was a time when we accidentally solved a ticket, but we could reopen it and work on it. There was also a time when the ticket was canceled, and we could not get it back.

A review

Rating: 10 out of 10
Incentivized
October 13, 2024
AM
Anganawe Mvana
Documents Specialist Agent
WNS (Telecommunications, 10,001+ employees)
Vetted Review
Verified User
Zendesk Suite
1 year of experience
Use Cases and Deployment Scope
We use Zendesk to check ticket statistics. We can trace the number of tickets or profiles worked on, shared work, and completed work. Zendesk can show every detail we need on tickets.
Pros and Cons
  • Zendesk shows tickets statistics.
  • Open tickets.
  • Updates
  • We are able to read and send emails.
Likelihood to Recommend
On Zendesk, if you send an email mistakenly, you can cancel it, and when a customer profile is updated, we can leave internal notes.

Impressive

Rating: 9 out of 10
October 11, 2024
SV
Samkelisiwe Vezi
Senior Ops
Motorway (Automotive, 501-1000 employees)
Vetted Review
Verified User
Zendesk Suite
3 years of experience
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 and Cons
  • sending emails
  • assigning tickets to yourself
  • allocating the last person that sent an email
Likelihood to Recommend
It helps in a way that instead of calling the seller to transfer them to a different department you can easily forward/raise a ticket for them directly to that department so they can understand the query to resolve whatever the matter is. There are cases where you find that the ticket is raised incorrectly to that particular department and then later on routed by the individual to that department, it would be best if it self allocate the correct department especially the non-API ticket.

Zendesk Suite - Great for Companies Experiencing Growing Pains

Rating: 9 out of 10
Incentivized
October 09, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
10 years of experience
Use Cases and Deployment Scope
Zendesk Suite allows [...] to monitor over 90 client mailboxes via a ticketing system. Zendesk Suite allows our back office to assign email/fax/chat requests by assigning to appropriate Team and individual for processing. Processing via Zendesk Suite automatically routes tickets to proper Team via key words and past actions of prior requests.
Pros and Cons
  • Routing ticket requests
  • Keeping Internal Agents organized
  • Audit of internal conversations between departments
Likelihood to Recommend
Zendesk Suite allows Suite clients to handle client communications in an organized manner that is easy to replicate for newer employees. This allows clients to higher less employees or Zendesk Suite Agents even though the volume of requests is increasing. Basically, allowing clients to grow business without having to hire more headcount.

Efficient software

Rating: 10 out of 10
Incentivized
October 03, 2024
TN
Thabakazi Nxasane
Payment operations specialist
Motorway (Automotive, 1001-5000 employees)
Vetted Review
Verified User
Zendesk Suite
3 years of experience
View profile
Use Cases and Deployment Scope
It integrates all of our work into one place. It is our primary working station. Without Zendesk Suite our company would not function. The company uses Zendesk Suite to review and work on tickets which represents the sale of the cars , we also receive and send emails from sellers and also fix problem or queries that sellers might experience
Pros and Cons
  • Instantly receiving emails from sellers when they need assistance
  • Creating and separating tickets according to how soon one needs to work on them
  • getting an instant alert when a ticket was worked on , or an email is received
  • being able to solve tickets once we are done working on them
Likelihood to Recommend
When creating side conversation there is a specific feature that allows you to make your side conversation a priority (child tickets fields). In this way we can alert a department that a particular tickets needs instant attention which means that a problem can be solved quicker like when a dealer is on sight and needs attention

Zendesk Suite Review

Rating: 10 out of 10
Incentivized
October 02, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
7 years of experience
Use Cases and Deployment Scope
We currently use Zendesk Suite CRM for help center, for agents to log incoming calls through our third-party call center, and to allow customers to reach out to us via our public-facing support form.

Zendesk Suite provides us visibility into our customer's needs and the ability to report on customer segments, support volume, and more.

We also appreciate the ability to create custom integrations that allow us to flow communications through to our internal teams, including business opportunities, issue escalations, software bugs, and more.
Pros and Cons
  • customer communication
  • triggers and automations
  • saved replies
  • knowledge base
  • out-of-the-box reporting
  • integrations
Likelihood to Recommend
Zendesk Suite is great for customer communication. However given it's pricing structure, I find it less beneficial as a service desk when multiple organizations within the business need to have centralized communication on issues that arise.

BEST CRM for mid level organization

Rating: 9 out of 10
Incentivized
October 01, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
2 years of experience
Use Cases and Deployment Scope
We are using Zendesk Suite to handle cases .It was integrated with our app and integrated with our email as well. In Zendesk there is some features including quick customizable response, which is used to save lot of time. Easy to triage cases and easy to assign to the particular user
Pros and Cons
  • Customization of quick responses
  • Routing the cases to the particular team
Likelihood to Recommend
Interacting with customer, Zendesk Suite is best CRM. We can find the case history, user details and lot of information which make me to think that this will be a good fit for a mid level organization. Sometimes consolidating reports via CSV will feel like irritating and lot of details missing

Keep it up Zendesk!

Rating: 10 out of 10
Incentivized
September 30, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
1 year of experience
Use Cases and Deployment Scope
We use Zendesk to communicate with our sellers, reply to their emails, and communicate with other departments using macros. We use it to have all customer conversations and tickets there, and we can see all emails from new to old. It helps us see which needs more attention to resolve with priority.
Pros and Cons
  • Shows if customer has replied.
  • Very easy to use.
  • Shows you priority tickets that need urgent attention.
  • Creation of macros, so you don't have to re-type most of the responses.
Likelihood to Recommend
I once got a call from a seller who needed assistance uploading their photos to our app, but they were having difficulties during the call. I asked the seller to send pictures via email, and I sent a macro to the seller so they could reply to the email with the attached photos. The seller received my email instantly and could send the photos to me without any hassles. I added them to the seller's profile, which I think turned a lousy customer experience into a good one.

The reason why I choose Zendesk everyday.

Rating: 10 out of 10
Incentivized
September 30, 2024
NM
Nonkululeko Mdladla
Sales associate
WNS (Automotive, 501-1000 employees)
Vetted Review
Verified User
Zendesk Suite
1 year of experience
Use Cases and Deployment Scope
We use Zendesk to send customers emails informing them about missing documents. Zendesk also serves as a way to contact customers. Customers can inquire and send documents just like in emails, and we can also reach out to them without giving them a call. Customers can read and respond to our emails at their convenience, and anywhere they are. Zendesk allows customers to send emails or copies to other parties besides the primary recipient (CC).
Pros and Cons
  • Allows us to customise interactions that we have with each customer.
  • Able to see customer's main details for example phone number and first name.
  • We can assign it to different departments without rewriting the email sent by the customer.
  • Ability to add internal notes to make things easy for other colleagues who may work on the same profile as me.
Likelihood to Recommend
Zendesk is well suited when dealing with a customer who does not know English. This way, they can copy the email sent and translate it into their home language for better understanding. Zendesk is less appropriate when a customer sends their personal details, such as their bank details. Sometimes, a seller may want us to return their documents, which is also inappropriate.

Zendesk Suite! Customer & User Friendly

Rating: 10 out of 10
Incentivized
September 30, 2024
Use Cases and Deployment Scope
We used it for internal as well as external operations. For customer support majorly it was used and was very helpful. It's UI friendly, self learning and transparency is well maintained between the teams as well. The reminder feature is a lifesaver whenever a customer requests to call on specific time there are no misses on this one if you're using the Zendesk reminder feature. The csat and dsat are also a boon. CSV report downloads are simple and to the point. Above all the Zendesk support team are very prompt for their customers.
Pros and Cons
  • Ticket creation
  • Hidden notes for internal team
  • Child ticket generation
  • Segregation of tickets through forms
Likelihood to Recommend
It's user friendly and a good software to learn about.

Best cx tool

Rating: 9 out of 10
Incentivized
September 28, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
2 years of experience
Use Cases and Deployment Scope
We utilise Zendesk Suite for IT Support ticketing solutions. The previous system didn't have adequate KPIs, and features and resulted in poor service delivery. Now with Zendesk Suite enriched system, our support team is able to easily attend to issues and it has improved our KPIs. It has also improved reporting to our Executive team.
Pros and Cons
  • Automation macro
  • Reporting
  • Slide conversation escalation
Likelihood to Recommend
Excellent CX product

Zendesk Suite is the key to our success

Rating: 10 out of 10
Incentivized
September 28, 2024
Use Cases and Deployment Scope
We use Zendesk Suite primarily for our CX team, for an ecommerce company. It allows us to easily communicate with consumers, and track problems and concerns with extensive customization options.
Pros and Cons
  • Customer communication across multiple channel
  • Tracking data
  • Help center is easy to set up and use
Likelihood to Recommend
We've enjoyed the options to customize views, and easily set up auto-replies, including updating as business needs require. Macros are easily set-up and we particurly enjoy using knowledge center within tickets.
We answer upwards of 1000 tickets a week, across multiple channels. Zendesk Suite allows us to provide exceptional and fast customer service.

Zendesk Suite makes support easy

Rating: 10 out of 10
Incentivized
September 28, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
2 years of experience
Use Cases and Deployment Scope
We use Zendesk Suite to provide support to customers who reach out using various methods like calls, chat and email, also support is given to admin from all the different departments as human resources, technical helpdesk, expenses, benefits and such, we raise tickets and get responses from these departments, also we use Zendesk Suite to work collaboratively on some projects and keep track of changes made.
Pros and Cons
  • Ticketing service
  • AI writing assistance
  • Integrations with other software
Likelihood to Recommend
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different.

I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.

The Zen is real, desk or otherwise

Rating: 10 out of 10
Incentivized
September 28, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
5 years of experience
Use Cases and Deployment Scope
We're a multi-unit pizzeria and currently use Zendesk Suite as our internal support resource. Our IT team as well as our 'supply chain' [food and bev] team both use it, with a likelihood that will expand to other teams so as to enhance intra-departmental accountability.

We also make heavy use of the help center to offer self-help guidance for store operators. The help center search, pinned articles, and navigation options make it easy for us to put the right information in front of the right user at the right time.
Pros and Cons
  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.
Likelihood to Recommend
Any place where there is a need for enhanced tracking and workflow optimization in a support context. Whether the customers are internal or external, Zendesk Suite has a panoply of features that can make hard things easy.

Probably somewhat less well suited to places where the reporting, workflow optimization, or help center aren't going to be utilized.

Elevating The Customer's Voice With The Help of Zendesk Suite

Rating: 8 out of 10
Incentivized
September 28, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
10 years of experience
Use Cases and Deployment Scope
Zendesk Suite provides the platform for our Global Customer Care department to handle all incoming customer contacts via several channels. The platform allows our teams in each market to collaborate and transfer customers seamlessly. It gives us sight of the team activity across global markets. We can track data about customer conversations and feedback. Not only keeping an eye on the team productivity, but having a clear view of why our customers are contacting us, being able to drill into granular data about specific products and services.
Pros and Cons
  • Allows bespoke and personalised ticket fields and tags.
  • Allows distinct brands to isolate confidential data while collaborating in customisable groups.
  • Agent Workspace brings everything to the agent on one screen.
Likelihood to Recommend
For our Customer Care team, Zendesk Suite is ideal. It provides everything we need to look after customer facing queries.
For our internal support teams, it's less useful. Most internal teams communicate via email and phone, so all the other suite products are overkill. Our internal support teams don't have a need for chat or messaging.

Zendesk Suite - not just a system - but an evolving partner in technology and innovation

Rating: 10 out of 10
Incentivized
September 28, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
6 years of experience
Use Cases and Deployment Scope
We use Zendesk Suite to manage customer interactions across various channels: Messaging (integrated on our app), Email, Social Media, Google play reviews, and Contact Forms (on our website).
We use Zendesk guide for knowledge base management and to host our help center linked to our website.
We use Zendesk explore to report on all the above.
Pros and Cons
  • The Agent Workspace provides an all in one solution to a messy desktop. No need to open many tabs because all the tools you need to respond to a customer, including the knowledge base app are on the same view.
  • Zendesk explore provides an array of customizable dashboards to meet each department's reporting needs.
  • Zendesk Guide stores all our knowledge safely for customers and for agents to make use of with a User interface that is friendly and convenient to both.
  • Zendesk support bundles multiple channels in one space allowing us to create an omni-channel support experience that meets the customer wherever they need help, on social media, on the app on messaging, on email or even when they send a review.
Likelihood to Recommend
Zendesk Suite pricing is extremely competitive for all the features and functionalities the system provides.
The omni-channel solution with ticketing, knowledge base management and the robust APIs that enable us to build on the solution make it a flexible and customizable solution for scaling organizations, start ups and even large enterprises. One of my favorite things about Zendesk Suite is the Marketplace. An array of apps built to work well with Zendesk Suite and enhance the overall user experience for everyone in the organization and for end-users.

Intuitive, adaptable and highly customisable software!

Rating: 9 out of 10
Incentivized
September 28, 2024
CE
Charlotte Eaves
Zendesk Systems Engineer
Alchemy (Information Technology & Services, 201-500 employees)
Vetted Review
Verified User
Zendesk Suite
10 years of experience
View profile
Use Cases and Deployment Scope
Zendesk Suite is used as both an Internal and External Customer Support interface. The help centre across different brands works to engage customers and answer questions before tickets are submitted using the articles in the knowledge base and the AI web widget to reflect a lot of general inquiries. CSAT scores are improved with the self service ability allowing for agents to only look into more complex issues. We have full workflows in place, internal and external application integrations for better visibility and a seamless experience for our agents.
Pros and Cons
  • Messaging provides an easy way for both customers and agents to engage with each other, at a time to suit and via the customers preferred messaging application.
  • Explore provides accurate and detailed reports and dashboards to cover a broad variety of metrics as well as customized metrics that can be built with ease.
  • The ability to have multiple brands across the company is very beneficial, with completely unique set ups for each brand, each with their own help centre, knowledge base, etc.
Likelihood to Recommend
Many team setups work seamlessly within Zendesk Suite such as general customer support - with omni routing and skills based routing, this can be very beneficial to ensure queries are routed to the correct agents on initial creation rather than being passed around. This helps improve SLA and KPI metrics and overall CSAT.
One workflow we would like to incorporate in Zendesk Suite but at present is not viable, is the ability to include taking payments from customers in a GDPR and DP compliant manner.

Zendesk Suite: A fully featured support suite that comes at a cost.

Rating: 8 out of 10
Incentivized
September 28, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
3 years of experience
Use Cases and Deployment Scope
We used Zendesk Suite to provide live chat support to our customers via our website and across our social media channels. Zendesk Suite allowed us to fill the gap where we previously had only provided support by phone and email. We used it across both of our production websites and all social media channels.
Pros and Cons
  • Interface is easy to use and learn
  • Provides instant support options via chat
  • Detailed reporting modules
  • Seamlessly integrate support across platforms
Likelihood to Recommend
Zendesk Suite is well suited for large scale operations where live support and near instant response times are critical. For smaller businesses who may not need all of the features, they may find the cost of Zendesk Suite a challenge and may be willing to sacrifice the convenience of having everything in one spot in favour of a more affordable or self hosted solution.

The Industry Standard for Support Management

Rating: 8 out of 10
Incentivized
September 28, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
2 years of experience
Use Cases and Deployment Scope
We use the Zendesk Suite for chat bot, support ticketing, and queue management. We move our customers towards our ticketing platform or support email, cover the tickets using the support queues, slas, and teams, in order to ensure a quick and organized support queue. We also use it for client satisfaction after the ticket is closed.
Pros and Cons
  • Zendesk is great at managing multiple queues for different teams
  • Zendesk is good at custom integrations for different tools
  • Zendesk integrates seamlessly with my email provider
Likelihood to Recommend
Zendesk Suite is the industry standard, and works well for support use cases, but I wish the chatbot features were better and queue customization.

Zendesk is the best CRM system I have ever used in 18 years of technical support.

Rating: 8 out of 10
Incentivized
September 28, 2024
DL
Daniel Lampkin
Technical Support
ConEst Software Systems (Computer Software, 11-50 employees)
Vetted Review
Verified User
Zendesk Suite
6 years of experience
View profile
Use Cases and Deployment Scope
We use Zendesk Suite to track support trouble tickets, and as a knowledgebase. Since all of the techs have access to all of the trouble tickets, it is easy to search for error numbers or messages, find similar tickets that have been dealt with in the past, and find a solution far faster than we would by simply blundering our way through it.
Pros and Cons
  • Trouble ticket tracking
  • Keyword search
  • Update customers with changes to the tickets via email.
Likelihood to Recommend
Zendesk is great for working with small groups of support technicians, especially those that work at home. I'm not sure how well it would scale with hundreds of techs and hundreds of thousands of trouble tickets, but for our organization with 5 techs it is brilliant. I would also appreciate an unlimited read only account option so that our sales people could browse our tickets without having to pay for additional logins. IT would obviously be read-only.

Zendesk is providing business relevant topics - Game changing technology

Rating: 9 out of 10
Incentivized
September 27, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
3 years of experience
Use Cases and Deployment Scope
Zendesk Suites is shaping transparency in all customer contacts. The main reason was to automate processes in the communication and reduce workload. Nevertheless, the opportunity to build a chatbot by our own and to offer a self-service 24/7 by building up a help center and automation inside of the process itself will also help us a lot.

Using AI in the future to minimize time of writing emails, articles and chat posts within short can be a game changer as well. Efficiency driven companies have to focus on these tools in order to solve their problems.
Pros and Cons
  • routing
  • sentiment
  • intent
  • helpcenter
Likelihood to Recommend
Handling due to low code is a game changer due to limited capacity of data engineers etc.. A workaround and a fast routing is really helpful by decreasing number of tickets in first step and the workload additionally by automation.

A solid ticketing system, intutive and stable

Rating: 6 out of 10
Incentivized
September 27, 2024
NS
Nadav Stoppelman
Head of Support Services
Anodot (Computer Software, 51-200 employees)
Vetted Review
Verified User
Zendesk Suite
6 years of experience
View profile
Use Cases and Deployment Scope
Zendesk is our main ticketing system, and we also manage our knowledge base via its platform. We use it to track SLAs for direct inquiries, including first reply time, resolution time, etc. In addition, we also use several integrations that allow us to bring specific context into tickets (Jira, Salesforce, Productboard)
Pros and Cons
  • Automations
  • Triggers
  • Stable performance
Likelihood to Recommend
Well suited for B2C companies, who can benefit from ticket deflection and other AI abilities that Zendesk offers. Less suited for B2B companies, where context-specific knowledge is needed, and white-glove support across multiple channels

1-2-3 Zendesk assessment

Rating: 8 out of 10
Incentivized
September 26, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
6 years of experience
Use Cases and Deployment Scope
We use it as our primary CRM for external customers, so it does provide a robust interface to engage with customers.
In addition, we have our Support page sitting on Zendesk Guide, and we have tailored it based on our needs. We include a few KB articles.
On Zendesk Explore we use to collect historical data for many reports we share with our e-staff team and for leadership discussions.
Pros and Cons
  • Interface between end-users and agents
  • a good number of Admin features
  • standard report functionality which is common across competitors
Likelihood to Recommend

Zendesk Suite is good but it could be better

Rating: 10 out of 10
Incentivized
September 26, 2024
Verified User
Vetted Review
Verified User
Zendesk Suite
1 year of experience
Use Cases and Deployment Scope
We use Zendesk Suite as a means to communicate support issues to our IT team and for on/off boarding. It is an easier way to keep track of tasks, problems. and incidents. We also use it as a way to show our work and record how many hours it takes to resolve a given issue.
Pros and Cons
  • Zendesk Suite makes our agent accountable
  • Zendesk Suite gives us a clear picture of what needs to happen in our organization
  • Zendesk Suite makes it easy to communicate with our user base
Likelihood to Recommend
Zendesk Suite is well suited for on/off boarding but only when add-ons like SweetHawk are implemented. I can add lists and assign tasks to people as well as have multiple agents working on a given ticket.

It is not great at change control or incident management. The system is better at regular tickets and would need add-ons or modifications to make incident management top tier.
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