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Zendesk Suite Reviews

4.4 (3,982) Write a Review!

About Zendesk Suite

Zendesk is the all-in-one customer service support software that delivers exceptional experiences.

Learn more about Zendesk Suite

Pros:

Zendesk has solved so many issues in one program. Pricing is good and a fair price.

Cons:

There are issues at times with uploading data and exporting data. Sometimes data is deleted or missing for no reason.

Zendesk Suite ratings

Average score

Ease of Use
4.3
Customer Service
4.3
Features
4.4
Value for Money
4.2

Likelihood to recommend

8.2/10

Zendesk Suite has an overall rating of 4.4 out 5 stars based on 3,982 user reviews on Capterra.

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Filter reviews (3,982)

Christiane
Christiane
Customer Support Team Lead in Brazil
Verified LinkedIn User
Financial Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A lot of features and fast and easy to use ticket system

5.0 4 years ago

Comments: Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Pros:

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Cons:

It can be very complex/difficult at certain point due all the features that they offer.

Stephanie
CS Team Lead in Spain
Textiles, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Efficient Customer Support with Zendesk Suite

5.0 last month New

Comments: My overall experience with Zendesk Suite has been excellent. It's easy to use, customizable, and has significantly improved our customer support process. Highly recommend it!

Pros:

The user interface is super intuitive, which makes managing customer interactions easy. Overall, it's really improved how we handle customer service.

Cons:

There haven't been any major drawbacks so far. Zendesk Suite has been smooth and effective for our needs as a team.

Delicia
Delicia
Program manager in US
Verified LinkedIn User
Internet, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Good small business program

2.0 3 weeks ago New

Comments: Overall it is an ok program for a small business. Also making sure everyone is on the same page when using this system took many people in account can cause mass confusion.

Pros:

user friendly and many options for a small business

Cons:

Its a little tricky when trying to find options for voicemail and doesn't keep track of things over 90 days.

Johan
Application Manager in Sweden
Computer Software, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

The support tool with extra everything

4.0 2 months ago

Comments: We have tried several support tools for best possible support to our customer.
Zendesk Suite have everything bundled so you don't need to use diffrent tools

Pros:

It's easy to use and have everything you need for your Customer Service

Cons:

Nothing really bad about it, maybe the UI could be better sometimes.

Jamie
Zendesk rocks in US
Staffing & Recruiting, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk is the way to go!

5.0 3 weeks ago New

Comments: Zendesk is very helpful when we have issues with any of our programs, it is hands off and they have a very fast turnaround while sharing the final data with us as well as tickets for each.

Pros:

Zendesk is amazing! We utilize it for several of our internal programs and they are on top of any and all support needs that come in.

Cons:

I actually have not a single complaint at this time

Kyle
IT Support in US
Automotive, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk is Great!

4.0 2 months ago New

Comments: Mostly Good! No down time so far, and very little issues.

Pros:

Being able to accurately track support tickets for the IT department.

Cons:

To make it very feature rich, you have to use a lot of plugins and a lot of them cost money.

Armando
Technical support in Greece
Computer Games, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Clean and usable

5.0 2 weeks ago New

Comments: I have more than 7 years of experience with Zendesk and I've always enjoyed working with it.

Pros:

The interface and the usability. It's very well organized and "clean".

Cons:

There are no particular things in Zendesk that I don't like.

Dharmendra
Technical lead in US
Computer & Network Security, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Support admin for zendesk

4.0 3 weeks ago New

Comments: This is one of the good tool I have used through out my carrier

Pros:

This tool provide user friendly interface which help end user.

Cons:

I think integration with third party tools can be improved

Jan Ericka
Customer Service Representative in Philippines
Health, Wellness & Fitness, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

A 5 year user of ZD

5.0 2 months ago New

Comments: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations.

Pros:

Zendesk is user friendly and easy to navigate.

Cons:

So far, the least I like about zendesk is Complexity of Setup and Configuration.

Paige
Business support management in UK
Education Management, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Game Changer for customer support

5.0 2 months ago New

Comments: Amazing, we were recommended by another company and have not looked back since.

Pros:

The Ability to contact our customers via multiple ways of communications. the speed it notifies us and the live chat has helped us manage our customer support and also deal with any complaints swiftly

Cons:

Nothing stands out in terms of not liking the service, just maybe having the option for more customer support agents to login

Nick
SDR in US
Computer Software, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Zendesk - Robust Ticketing Software

5.0 5 years ago

Comments: We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Pros:

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Cons:

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

👋🏻 Albert
👋🏻 Albert
Co-founder and CPO in Mexico
Verified LinkedIn User
Insurance, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A living nightmare

1.0 4 years ago

Comments: I've used Zendesk in all of the ventures I've participated in. Unfortunately. I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you.

Pros:

Sticking to Zendesk is very easy. Open a free account, plug in your email and you are off. Thats the reason this company is such a popular customer support software. Start off frictionlessly and you won't ever be able to stick away from them. That doesn't mean they are a good solution.

Cons:

As soon as you want to build some sophisticated solutions with ANY digital company in 2021 requires from day one, you will face two things: 1) Advertised features for enterprise plans which don't actually exist, or are a euphemism of what one can understand. I.E. a sandbox environment. We literally got told it didn't exist after we hired enterprise chat. 2) A terrible - terrible is the word, I honestly don't like to speak poorly in public of anyone, but you guys deserve this post - customer support. Despite having an account manager, I have probable been referred to sign up on my own for multiple register forms for products, and speak to multiple agents to sign SO to commit to payments... and the product was NEVER delivered. Once they have you committed to a payment, they won't follow up for success.

Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk is a good helpdesk with many features

4.0 2 years ago

Comments: We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.

Pros:

It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.

Cons:

Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.

Dan
IT manager in UK
Environmental Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A very flexible tool

5.0 2 years ago

Comments: ZenDesk is a solid cloud-based tool and very good value for money.We operate it since 2015 and it doesn't give us many problems, we probably not using it to its full capacity as it is mostly used as a dispatch tool hooked up with online forms.

Pros:

Deployment is quick.A development test bed is available for an extra fee.The search is very accurate.Good selection of ready-made APIs.Flexible API templates.Many useful add-ons in the marketplace.WYSIWYG is stable and allows sandboxing.Scheduling of holidays is taken care of out of the box.Very customisable.Nice and rich reporting engine with good selection of export options.

Cons:

The settings section is now separated from the main product; why?In previous versions, the settings were under the same window as the product making changes a breeze, now it's clunky with more buttons to push.Human help is not great, phoning help is almost impossible in the UK.When you get someone to call you back the support is not bad though not always aligned with standard 9-5 working days.Many help pages are dated.

Kendall
Human Resources Generalist in US
Hospitality, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

An excellent customer support software is Zendesk

4.0 last year

Comments: Extremely simple to set up and begin using immediately. The agents are really enthusiastic about it and have accepted it quickly. Super user-friendly and packed with options. Excellent for plugging into preexisting infrastructure and developing bespoke APIs.

Pros:

Zendesk is more refined than its competitors, Help Scout and Vantive. It's more feature-rich, and its user interface is pleasant to look at and use. Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients.

Cons:

I prefer learning in the here-and-now, but they only offer materials for independent study. There is no personalized training, and I have to put in more time studying than I have available. Given the high cost of this software, I would have anticipated some sort of orientation.

Misty
IT Manager in US
Information Technology & Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Zendesk is a good tool to have in your tool kit.

4.0 9 months ago

Comments: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations. The intuitive interface, robust ticket management, and knowledge base features contribute significantly to providing a better customer support experience.

Pros:

The standout feature of Zendesk Suite is its seamless integration of various customer support tools, providing a unified platform for ticket management, knowledge base, and communication channels. This integration enhances efficiency, reduces response times, and contributes to an overall improved customer support experience.

Cons:

One drawback is that the pricing structure of Zendesk Suite can be relatively higher compared to some competitors, which might be a consideration for budget-conscious organizations.

Narendra Kumar
Assistant Manager - SEO in India
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Best Email Support Platform, If you are dealing with more Customers.

5.0 2 years ago

Comments: Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours.

Pros:

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Cons:

Not sure, as I didn't find any flaws in my usage time.

Michele
Manager in US
Retail, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

It's what everybody's doing

5.0 6 years ago

Comments: Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Pros:

Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Cons:

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Verified Reviewer
Verified LinkedIn User
Luxury Goods & Jewelry, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Recommended if you have high volumes of support tickets

4.0 5 years ago

Comments: While there are a couple of issues with Zendesk, overall I find it a far preferable option to dealing with these tickets through e-mail, Slack, or a personal basis (barring cases where this would be the better solution). If you are getting enough volume of tickets that support ticket software seems like it'd help your business, you can afford to get it.

Pros:

Gives you a central hub to handle support tickets (in my case, internal). Rather than handling issues faced by colleagues through e-mail or a chat program, thus, cluttering either up, you can sort it all away into a separate place. It usefully has both e-mail notification and Slack integration abilities, which means being aware right away when an issue is sent in. It also has the ability to link tickets from JIRA, so if an issue requires additional intervention from other teams, you now have that connection. Also useful is if you have some desire for anonymity (obscure/black box who specifically is handling issues), this will work far better than e-mail or Slack in providing that. There are also additional features such as stats and metrics, along with the ability to add tags to tickets, required fields, and macros to automate certain workflows. Again, if you are working extensively with handling issues of all manners, you will find Zendesk quite useful for you.

Cons:

While the software does a good job of providing a central hub for managing support tickets, it has a couple of improvement points. The ability to not reopen a ticket if someone is simply thanking you would be nice, and one that has been requested a while that has never been implemented. Navigating the help center where you can write articles is a bit confusing to navigate and requires specific flows to get to view vs edit mode. Furthermore, the formatting tools you are offered for creating articles are quite limited, clunky, and awkward. If you want to write anything other than very bland and simple text, you'd be better off linking to an external site with better options, such as Google Docs.

Cody
Business Analyst in US
Information Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Modern customer facing companies need a modern customer facing solution

5.0 3 years ago

Pros:

The format of the ticket interface lends its self to serving email based communications very well. At a glance I can easily see all tickets sent by a specific requester or business and prioritize based on the severity of the issues being described. The help center and chat button that can be integrated into custom applications can be a game changer when it comes to self service. Inbound and outbound call recordings are super critical especially for our finance team to ensure we have a reliable means of keeping proof of what was said.

Cons:

The cost is ever increasing while they shift features away from lower tiers and pay wall them behind more expensive tiers of their service. We used to have rich analytics with Gooddata. Since they moved to building their own analytics add in a company has to be at a minimum tier of Zendesk and then purchase the Explore add in. From there someone needs to familiarize themselves with the add in service and create the data sets they need. Zendesk's own support team's response time has become abysmal. It takes weeks to hear back from anyone despite adding words like "urgent" "critical" "time sensitive" in the subject line and the body. If you're get a response, you just hope it's comprehensive enough to solve the problem on the first try, but more often than not the support agents miss the point or gloss over the issue and provide a support article that doesn't help solve the issue. Getting tickets escalated to a higher tier on complex issues can take months to achieve. This is all very ironic from a company making money hand over fist and yet can't keep up with customer support demands.

Alaa
Technical Outsourcing Specialist in Jordan
Information Technology & Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Best applications for managing the process of responding to customer requests and inquiries.

5.0 2 years ago

Comments: Zendesk provided us with great flexibility to deal with customer requests and inquiries, and enabled us to increase the speed of response as well as enable us to document all procedures automatically, and the reports it provides to us are comprehensive and we can always take advantage of them to develop our operations.

Pros:

Zendesk is a great and organized space, with its features, the staff can organize everything related to customer tickets and inquiries, as well as live chat with them, self-service features, and also accurate documentation of all actions. I love how Zendesk's high-quality automation enables us to automatically track incoming tickets from customers and how we can customize an autoresponder to respond to them and also quickly distribute them to the responsible team member. I also like how all those times, the procedures that took place and the extent of customer satisfaction with the speed of response are documented within records, through which we can measure the ability of team members to respond quickly as well as the extent of customer satisfaction with that. I also like how easy it is to customize Zendesk in different languages ​​so that we can give the customer the space to choose the language that suits them and how easy it is to use it to answer customer inquiries and requests via SMS so we can expand our operations.

Cons:

I haven't experienced any negative functionality with Zendesk, the user interface design is amazing, all the tools and tickets are easy to access, and the way tickets are coded is innovative and simplifies for the client as well as team members to easily follow.

Goma
Instructor in Nepal
Nonprofit Organization Management, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Streamlined Support with Room for Improvement

4.0 last year

Comments: The initial steps of getting everything up and running may require some extra effort and time to navigate through. When it comes to customization, I have noticed certain limitations within Zendesk Suite. While there are options available, I have found that users might feel restricted when trying to customize ticket forms, chat widget appearance, and reporting templates. Having more extensive customization options would greatly benefit businesses, as it would allow us to align the software more closely with our branding and specific requirements. This level of customization would help create a consistent and personalized experience for our customers.

Pros:

The best feature of Zendesk Suite is the integration of multiple tools into a single platform. This integration allows for seamless coordination between different channels, such as chat, phone support, and knowledge base articles, providing a comprehensive customer service solution. The ticketing system in Zendesk Suite streamlines the process of handling customer inquiries. With customizable ticketing fields and automation options, I can easily categorize and prioritize tickets, ensuring that no customer query goes unanswered.

Cons:

The initial setup process can be overwhelming. Simplifying the onboarding experience and providing more intuitive setup guides would make it easier for new users to get started quickly. Also, more customization options for ticket forms, chat widget appearance, and reporting templates would be beneficial. While Zendesk Suite offers basic automation capabilities, incorporating more advanced automation features would be a welcome addition. The pricing structure of Zendesk Suite might be a consideration for some businesses. While the software provides excellent value for its functionality, pricing tiers could be made more flexible to accommodate the varying needs and budgets of different-sized organizations.

Victoria
HRIS Specialist in US
Newspapers, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk - The Great Customer Service Management Tool

5.0 last year

Comments: Overall positive. I liked being an admin greatly as well as I like being a user submitting my concerns to different companies and brands. Seeing them use Zendesk makes me feel good knowing they are using a trustworthy product. I also know if they don't respond easily it must be on them as a company, as everything is tracked, such as time and date, so it is easy to set TTR metrics using this product.

Pros:

SO EASY TO USE! Every time someone needed something they could easily submit a request and it would go straight to our team to address. Very easy to see what needs to be completed and when it was submitted to us. Additionally, it made it very easy to organize issues, by labeling all our tickets in a category such as New Hires, Terminations, Unemployment forms, Payroll related questions, technical issues, etc. I also liked that it was a giant knowledge database. I could go back to past tickets and see how it was handled and respond in a similar way.

Cons:

There were a few times (RARELY) that it didn't work so we could not do our job at all and support our employees. It was our MAIN form of contact with our employees and we had employees all over the USA. We mainly used Zen Desk for getting tickets from our employees, along with state agencies specifically during COVID when unemployment was high, and tried to solve all their problems and act as the MAIN line of support. When it was not up and running it made this difficult.

Maddie
Data Analyst in US
Verified LinkedIn User
Marketing & Advertising, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source
Source: GetApp

Communicate effectively with your customers, ¡Use Zendesk!

5.0 5 years ago

Comments: Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

Pros:

Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

Cons:

The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.

Whitney
Email Marketing Coordinator in US
Computer Software, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source
Source: SoftwareAdvice

Clean and user friendly!

4.0 7 years ago

Comments: ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Pros:

My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

Cons:

I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.