Zendesk Suite

I've been using ZenDesk Suite for over 7 years now. It makes my communication with my customers and potential customers very simple and scaleable.

We primarily use inbound text and email. Customers really like being able to simply text in and get a response within minutes. My team loves the mobile app and being able to reply to messages quickly anywhere they are using th iOS App. I can easily monitor communications between our support reps and customers to ensure the best experience for everyone.

We have probably 10 different email addresses mostly for our backend support that ZenDesk Suite easily distributes into different "views" or I would call folders. This allows our processors to very easily track inbound messages and follow up accordingly.

ZenDesk Suites makes it simple to make outbound calls using our primary text number when customers request to speak to someone. One thing we can't do which I hope changes is being able to initiate these calls from the iOS App.

One other thing that after a long time asking is apparently coming later this year (Q3 2024) is being able to initiate a text conversation using our primary number. Right now we are only able to reply to inbound messages and when they close out we can no longer text the customer until they text back in and start a new conversation.

All in all it is a great product, I would recommend to anyone who wants to make their communication with clients/customers simple and scalable. I couldn't imagine my business without ZenDesk Suite.

We use Zendesk exclusively as a ticketing system for our support clients. It allows us to keep track of multiple tickets spread across multiple clients. We also use previously solved tickets as reference for new tickets. Rather than having to solve the same problem multiple times, it is much easier to locate the same problem in a previous ticket and use that solution for reference.

ZSS allows my team and I to effectively connect with clients, while keeping all correspondence for that person in an easy-to-access file. We use call, SMS, and email for all of our clients so it's super important that we have a reliable system to do that from. It also addresses the ability to effectively store and organize correspondence.

We use Zendesk Support Suite as our platform for end user-facing support and servicing. That includes incoming and outgoing emails, phone calls, as well as a knowledge base. It was really important to be able to link various methods of communication to the specific end user, which Zendesk allows us to do without much of a hassle!

We used Zendesk primarily to receive, work and follow up with customer's tickets. Zendesk helped our organization manage customer inquiries very efficiently in a fast-paced environment. Customer Satisfaction Surveys were a big plus because they allowed us to see where our team needed to improve. Lots of configuration was required to get it running perfectly, but in the end, it was worth it.

Zendesk allows our customers to efficiently submit support requests both from our web-based cloud portal and our mobile app. Our support agents can quickly respond to inquiries and view ticket history to better understand the context of an issue. It has been critical that we are able to embed this into our apps as a support channel.

Terrible. Runaway as fast as you can. This company is a scam. They provide terrible support, charge an outrageous prices, and hold your data hostage when trying to leave. Even generating a CSV requires talking to support, for which they will give you instructions on how to do it that don't work. Such a joke, worst experience ever. There are many many better solutions out there. Sad. I bet this company will be in the news soon as fraudsters.

We don't. In order to use it, we would need to correctly set it up. However, the parade of incompetency from Zendesk support people has kept us from using it. Their support is terrible!

This company is an absolute scam in my opinion. I recommend that you stay as far away as possible. I signed up for a 14 day free trial on February 12th. I had to enter my credit card information, but it became quickly apparent that the software was not going to work for my business. I contacted their support and told them to cancel my account. They told me that my credit card had already been charged in "full" for the entire month, that there are no refunds, and that there was no possible way to get my money back. In my perspective, this is clearly an outright misrepresentation and theft and I will be pursuing legal action if my money is not returned. Reprehensible behavior and I feel an absolute scam. Stay as far away as you possibly can in my opinion.

I am very disappointed. We purchased Zendesk in order to gain productivity but we can't use it properly. We are having issues with the setup and it's impossible to have contact with customer support. Ironic for a service that helps companies to chat with their clients. Now, we paid for it for the year and we can't use it and nobody is responding.

We use Zendesk to manage all of our requests, question, and issues. Zendesk also allows us to have an organized view of all incoming and old tickets. It's more efficient to track issues in this application than it would be through regular email and helps make the process of communicating with clients more professional and structured.

Our main use is customer support. Our entire team is on Zendesk though, as we also use it to communicate with our suppliers, and to send notes in between members regarding a specific ticket. This is our main CRM software, and we integrate it with Tidio, Facebook, Instagram and other software to have one platform that allows us to respond to any incoming messages from our customers regardless of where they come from.

Zendesk support has been incredibly bad [in my experience] or let's call it impossible. I have tried to contact them around 20 times and 10 out of them have been voice mail to leave a message and they would call back that, of course, does not happen. Around 10 times I have reached them they have promised to find out and call back and never did, they have also hung up and never called back and the funny thing is they also never sent any emails as promised. The only time they were helpful is for sales to sign us up😀 but unfortunately we are unable to use the service useful for the business. That does not seem to interest them a lot:) very ironic is that they sell customer support software, aren’t they using it themselves? How can things like that happen then? They should have tons of unsolved tickets, this is just unbelievable.

Zendesk is used by several departments at my company: customer service, IT improvements and international inquiries. It helps us manage globally and stay on top of different projects and improvements. It also helped us set up a good workflow on processing warranty claims for our company globally. In general, we wanted to manage our customer issues in a better fashion and also stay on track with needed website improvements

We currently use Zendesk within our Customer Success and Support Teams, and we utilize the app integration with Jira to track all requests as well. Zendesk solves our Customer Support and tracking needs and helps us keep metrics of pressing issues and concerns. We also use the Knowledgebase integration to help reduce the amount of questions requiring an agent answer.

We are using ZenDesk Support for our incoming ticket queue. All clients email our support email which ends up in ZenDesk Support. This allows anyone on our team to be able to reply to incoming tickets and help our clients. It allows us to keep the flow of information in one location. The additional integration of apps, such as FreshBooks Time Tracker+ and Watchman Monitoring allows us to handle a bigger suite of issues for clients.

Zendesk is being used across the whole organization. It allows us to answer our customer's questions and follow up with them easily. Their ticketing system is also flexible and customizable which allows for a frictionless start.

Zendesk Support Suite is being used by our organization as a ticketing system with one of our clients. We use it to follow a workflow when tickets are assigned to us and communicate to users with anything we need. It allows our customers to input tickets in multiple ways, including texting from their mobile device.

We use Zendesk to provide quality and efficient support to our B2B customers. It manages our end user tickets created via form or email as well as our knowledge base and customer support portal. Our team uses Zendesk to communicate with the end-users and with other team members on tickets.

We used Zendesk to handle customer questions from our website contact form and social media. It allowed multiple people to be able to do customer support from day-to-day.

Zendesk Sell is being used by our sales team and Zendesk Support (Suite) is being used by our customer success team to manage issues that patients have accessing our platform. We have a small company so we only need a couple of accounts on each. We were trying to use Duet because we have practice customers and payer customers so we could double up on our client success team managing our practice pipeline and customer issues.

Zendesk is a terrible product. First, while they have many modules, managing them is disjointed. They literally call the same feature by something different across modules. Further, ironically, Zendesk might have the worst customer support of any product we use to run our business. Response times are slow and answers are quite commonly terrible -- they do not address the actual question nor are they coherent. If I were to start over I would not even remotely consider Zendesk and you should not either.

We used it to manage customer phone calls/interactions and tickets.

We use Zendesk at our small ecommerce company to support our customers via email, in-app submissions, Facebook, and Twitter. Zendesk was the right choice for us because it's relatively easy to implement, allows us to quickly create and update our help center/FAQ, has multiple integrations for the other tools that we use (i.e. Shopify), and it scales appropriately with our small setup. I've set up and used Zendesk at three separate companies and I highly recommend it for those expecting fewer than 1500 tickets/week. The robust tools they offer will allow you to create a CRM from scratch, customize it to your liking, and offer great support right off the bat.