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What Is Zendesk Suite?

Zendesk Suite is the customer service solution that is easy to use and scales with your business. On average, companies using Zendesk increase customer satisfaction by 25% and agent productivity by 30% - at any scale. Your customer interactions live in a single interface with features like web widgets, pre-defined ticket responses, and more. Get set up and run quickly. Zendesk Suite includes Ticketing System, Help Center, Community Forum, Messaging, Talk, Explore, and Sunshine Conversations.

Who Uses Zendesk Suite?

Over 110,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.

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Reviews of Zendesk Suite

Average score

Overall
4,4
Ease of Use
4,3
Customer Service
4,3
Features
4,4
Value for Money
4,2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1 000
  • >1 001
Pedro
Pedro
CEO in Portugal
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

It's simply the best on the market

5,0 last month New

Pros:

This is it, it's the ultimate customer service tool

Cons:

I can't think of any cons for this software, it's just amazing seriously

Pamela
Agent in Dominican Republic
Consumer Services, 1 001–5 000 Employees
Used the Software for: 6-12 months
Reviewer Source

Zendesk is great for Support Ticket Management

5,0 2 months ago New

Comments: To be honest, the overall experience after using Zendesk in our department has been great! We are always on top of our metrics and this is mostly because the platform helps us run our business smoothly. Ticket Automation and being able to customize our ticket system so it can fit our specific needs is one of its best features.

Pros:

As a customer support representative, I've worked with Zendesk for over 12 months now and it's been an excellent experience. First off, I'd like to stand out for its user-friendly interface, It's very simple. I would say it's almost intuitive. Which allows you to familiarize yourself with the product right away. Additionally, since we're always trying to provide a first contact resolution, it helps that we can assign tickets to specialized agents and place a higher priority for a faster resolution.

Cons:

At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then very seldom, it will not show the agents working the ticket and both agents can post an internal note in the same ticket.

👋🏻 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 3 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.

Rajesh Kumar
Rajesh Kumar
BI Developer in Ireland
Verified LinkedIn User
Insurance, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Good Tool for Support Tickets, Live Chat and Messaging

4,0 4 months ago

Comments: A good tool to communicate with the customers and also internal communication in Contact Center

Pros:

I like the way Zendesk is handling the Support tickets, Live chats, and messages & providing a lot of options to analyze the data on their end or extract the data via API & analyze on our end

Cons:

Lack of Option for extracting some of the data via API which is available in their website Dashboard

Tayeb
Client Care Specialist in Canada
Furniture, 501–1 000 Employees
Used the Software for: 1+ year
Reviewer Source

Swiss army knife of online tickets

5,0 4 weeks ago New

Comments: I have used Zendesk at a formal office job for almost two years and it was very stable and very convenient to use as a hub to handle all the online requests including social media at a single place. Most softwares usually require days or weeks of training but Zendesk was very easy to use.

Pros:

A one point of contact to receive multiple online requests (Email, Facebook, Twitter) Being able to find tickets solved even years ago for a better understanding of a customers path. Being able to see who is working on a ticket in order to move on to another ticket or contact your coworker to communicate information if needed.

Cons:

The spam filter is not as aggressive as some other softwares can be but I understand that it is dependent on the team that is supposed to feed the spam filters