Item: Zendesk Suite
Rating: 1
Author: Verified User

Use Cases and Deployment Scope

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.

Return on Investment

Wastes a lot of time.

Alternatives Considered

HubSpot

HubSpot was a better product. Our organization was already using Zendesk and it was less expensive than Zendesk. That said, we will be switching soon.

Support Rating

Slow response times combined with answers that do not address the question asked. Zendesk support is an utter failure. They should be ashamed of themselves.

Key Insights

Do you think Zendesk Suite delivers good value for the price?

Are you happy with Zendesk Suite's feature set?

Yes

Did Zendesk Suite live up to sales and marketing promises?

Did implementation of Zendesk Suite go as expected?

Would you buy Zendesk Suite again?

Likelihood to Recommend

Zendesk is great if you like to fight an uphill battle with customer support from your customer support tool. Zendesk is great if you want to have countless windows and tabs open to offer support. Zendesk is great if you wish to see an example of a terrible user interface for a web-based product.

Zendesk is a customer support platform that offers terrible customer support

Software Version

Overall Satisfaction with Zendesk