Zendesk Suite Reviews and Ratings

Use Cases and Deployment Scope

It is our main point of contact for all customer requests and communication. It helps to keep communications with clients in a single place, instead of how we used to do it, which was using email, which gets very messy very quickly, and is hard for teammates to see the status of things. It also resulted in a lot of missed or forgotten emails.

Likelihood to Recommend

It is great for getting all client communications and emails into one trackable place. Not great at some workflow, automation needs to ensure tickets are set to the correct status.

Use Cases and Deployment Scope

I have used this Zendesk Suite in my organisation TTec, and also Revolut, so basically I worked as a customer support specialist and I believe that this tool helped us a lot to assist the users through all channels like email, chat- or even calls. It is easy to navigate & use. The user gets the proper platform to reach out to us and easy to keep a track of us of user's query. This tool makes it very easier for us as a customer support agent to assist the user quickly as we get the details of the user possible issues & recommendations confluence pages and articles to help the user, that will not take much time to share the answers like FAQ type.

Likelihood to Recommend

Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.

Use Cases and Deployment Scope

It is an integrated platform, which is secured and reliable. We can check out the history of the ticket and can create and search for relevant KBs directly in the ticket panel only. Calculating the workforce and doing calls & chats is just perfect. It reduces the effort as well the productivity.

Likelihood to Recommend

Benefits of Zendesk Suite:

Support across channels

In the case of a retail company with chat, email, WhatsApp and social DMs all piling up together, agents do not have to change tabs - everything comes into one screen in the Suite.

An example could be a representative for this e-commerce company on a sale weekend when they have live chat up, and also must deal with emails and complaints on social. Zendesk Suite handled all of this interaction seamlessly.

Knowledge base + self service: A SaaS platform receiving constant flow of "how do I reset my password" questions. You set up a help centre once, and are able to deflect hundreds of tickets for months and years.

Even better when combining with Answer Bot, where the bot begins suggesting articles without even a human interacting with the tickets.

Scaling customer service teams: A startup that has just expanded from 5 customer service representatives to 50 customer service representatives. Zendesk Suite automates routing, SLAs, macros, and analytics, when it could never work with Google Workspace + sticky notes.

This is especially helpful when managers want to be able to report or analyze ticketing conversations to see trends in perhaps their backlog, or a customer service representative is running into consistent workflows.

Globalization:

A company with support teams that are spread across time zones and languages. Zendesk Suite enables for business hours, language packs, and localized help centers. It even comes with routing either by skill or region

Use Cases and Deployment Scope

I've used Zendesk at every tech company I've worked at. It's the best of the best for any B2B or B2C business. Customers, Partners, and Internal employees can submit tickets to support and receive a quick confirmation email with their ticket number. It's also easy to invite others to join the support thread and follow. I also love the "Internal Notes" section that allow me to let my Support team know if the requester is a very urgent ticket like if they are thinking of cancelling their subscription or if a new customer is having implementation issues to get started. These key notes are super important context that internal teams can know about without it being in the customer's email thread. It's also easy to change the support ticket level (1, 2, 3, etc.) for our org. My FAVORITE thing about Zendesk is how easy it is to search a ticket. The search bar is great because I could search by a keyword like "login issues" if I had that as the title or had something of that sort in the body of the ticket. I can also see which engineer is assigned to the ticket to collab with them

Likelihood to Recommend

Zendesk has been able to help us identify urgent issues and resolve them quickly or escalate them to the appropriate stakeholders to improve a customers situation. For example, when we rolled out a new feature, it had impacted a handful of customers on one of our products. We were able to identify which customers submitted angry tickets that this impacted and prioritize personal outreaches to them by Product to get resolved whereas the other users who hadn't submitted a ticket or had not seen the new release were second priority to reach out to.

Use Cases and Deployment Scope

We use Zendesk suite as ticketing tool in our system, it bridges the gap between customer and support members, mostly chat, talk and guides.

Helps us communicate with customers more effectives.

some of its features are really useful due to which it helps analysing the date of the agent and customers easily.

Likelihood to Recommend

Firstly, its UI design, simplest and easiest to you. even a beginner can learn about Zendesk in a day or two because of its simplicity.

Internal notes and public notes: these two are the best features, no complexity, just understand the moment you read it.

Agents report are easily generated with in few seconds helps in understanding the metrics.

Use Cases and Deployment Scope

We are a small, outsourced IT management company that works with non-profits. We use Zendesk for our client ticketing system - as a knowledge base, to track hours spent per client, and to build out dashboards for customer support performance monitoring. Those dashboards are mainly internal, but are helpful to show to clients.

Likelihood to Recommend

Zendesk is great for a simple ticketing system - I could see it being useful for building maintenance requests, customer support centers, and simple chat bots on web pages. It is not suitable for project management or product development - though it can be linked to such products (YouTrack, e.g.).

Use Cases and Deployment Scope

We use Zendesk Suite as a customer service platform to streamline operations and enhance agents productivity by integrating it with the multiple telephonies. this allow our support agents to handle calls, message and support tickets more efficiently from the single unified interface. Also we use Zendesk Suite to view tickets and sync data between your Salesforce and Zendesk accounts.

Likelihood to Recommend

The Two way integration allows Zendesk agents to see CRM data directly in tickets and let sales reps in salesforce see support history.

Use Cases and Deployment Scope

We use Zendesk Suite for all customer facing communications - from sales to AR to customer support & ecommerce. Any email that goes to a customer (non-internal, non-vendor) gets sent and managed via Zendesk Suite. The issue we had was being able to collaborate on email, while ensuring our teams could access cross-department information in order to gain a better understanding of the customer's current situation & history with the company.

Likelihood to Recommend

Great for email collaboration, ensuring team members remain on the same page & have all the context from a specific customer journey. Not great at filtering out spam or scam messages, and I think a lot of value can be added with the implementation of predictive responses based on past history.

Use Cases and Deployment Scope

Mainly, we use Zendesk Suite to handle client support tickets, as well as for having a linked landline with voicemail where calls are also recorded.

We also use their chat in our website to handle support tickets through chat and use their support mobile app to receive notifications on real time.

Likelihood to Recommend

The suite has a great benefit-cost ratio, specially when you want to integrate different tools into your CRM strategy, while keeping everything centralized. It is also great for managing and improving your knowledge hub, as the data tracked and received has great value. The learning curve for the basics is very manageable, but getting the most of the suite might take a little more time to implement.

Use Cases and Deployment Scope

Zendesk Suite is our primary tool that we use in in CRM. We use it to maintain all of our records, create tickets and manage our metrics and SLA. It helps us to track and streamline our customers or vendors concern. We use it to collaborate with other departments and in general incident management.

Likelihood to Recommend

This is best used if you are directly working within the frontlines, it helps you to manage your work in progress tickets or pending issues. It would be less appropriate to use for work offsite use (mobile) as it wouldn’t be an ideal UI to use on a smartphone or tablet.