Zendesk Suite

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

Alternatives Considered

Reasons for Switching to Zendesk Suite

Pros

Zendesk allows us to stay connected with customers. With the ticketing system, we are able to reply to all customer emails promptly without missing any communications.
The ability to create tickets through the API, external email, and their web plugin is integral in our communication. The FAQ help through the web plugin also helps cut down on questions and provides our customers with a convenient way to answer questions on their own, before needing to reach out to us.

Cons

Setup can be a bit confusing with managing users in both admin and the support sections of the suite. Other setup issues was the complexities of macros and making sure multiple emails creates a thread correctly.

Pros

Some of the functionality works. I guess it does the job if you want to pay a premium for nothing.

Cons

The customer service is terrible. They don't care about bugs. If you intend to be an advanced user; building integrations etc then this just won't work out well.

Alternatives Considered

Reasons for Choosing Zendesk Suite

Switched From

Reasons for Switching to Zendesk Suite

Pros

The best all-in-one customer service platform I've used. Their customer service especially is great, and mostly based in USA/Canada.

Cons

I wish for the high price they charge that it had more powerful customer chat features like a Bird for example. And easy to customize more easy to customize templates without needing a developer to make adjustments.

Pros

My favorite aspect of the Zendesk Suite is the support section. I use it every day for managing support tickets across many sites.

Cons

I did not like that Zendesk doesn't have a native dark mode feature. Nobody likes looking at a pure white background on a webpage. Luckily Zendesk is compatible with multiple dark mode applications and extensions.

Pros

The platform had a good reputation and seemed like a reliable choice based on its longstanding presence in the market.

Cons

Extremely poor customer service and support.
Payment methods and structure are convoluted and inflexible.
Account managers are solely focused on making money rather than helping customers.
Unresponsive and evasive support team, often citing vacations as a reason for delays.
Inability to downgrade user numbers in a timely manner, leading to unnecessary charges.
Lost all our data and help center content due to their rigid policies.
Overall, their pricing model and policies are illogical and harmful to loyal customers.

Alternatives Considered

Reasons for Switching to Zendesk Suite

Pros

ZenDesk is a great tool to address customer inquiries and complaints. My team and I can quickly respond to customer support tickets, tag tickets with keywords, such as "bug, "complaint", "praise" and more. We are able to also set the status for each ticket and assign to a specific user. The user interface is very simple and user-friendly. You don't get lost in the details of the tool because it's straight forward.

Cons

The spell check feature lags a bit from time to time, so it's easy to send a response with an error when responding quickly. It's also susceptible to spam inquiries. My team and I get several (10-20) spam inquiries written in Chinese on a daily basis. They are aware of the issues, however, there has not been resolution for quite some time.

Pros

This tool is designed to be user-friendly and significantly enhances my work efficiency.

Cons

On the tool itself, I personally have not encountered any issues using this tool

Pros

It's simple and to the point. This is what great products are about. Have just the right functionalities and organization offers to easily contact clients and manage request tickets.

Cons

This is just a whim, but a way to tweak the views that don't require preset rules for individual users would be great. Only some options are "order by". A way to follow up on bad reviews from clients without opening a separate ticket or just removing them from the count after being taken care of would make for a nice morale boost.

Pros

What I liked the most about Zendesk is all the features it contains to manage customer service and technical support, it is really a complete software and ecosystem.

Cons

The chat service service to use for customer service, we had to use a different CRM for the chat service.

Pros

Achieving automations in workflows saves time and energy. It also relieves the organization the cost of hiring more personnels for the job. I have experienced a quantified benefits ranging from speed, smartness in the outcome and cost effectiveness. I highly treasure Zendesk Suite. Customers are appreciating what they get from us. Join the ride for greater achievements.

Cons

Very clean. I find no cons for Zendesk Suite. Everything is sorted by the ease of navigation and smart results.

Pros

It integrates multiple customer service channels like email, chat, social media, and phone into a single platform, providing a seamless customer support experience.

Cons

Zendesk can become expensive, especially for smaller businesses as they scale or require more advanced features. The per-agent pricing model may also be a limitation for growing teams.

Pros

Sub-products are useful and integrated to each other. Ai has been been recently introduced as well which brings a ton of features such as ticket summarization, intent, and sentiments.

The analytics is also good but lack a few things.

Cons

Real-time dashboard - existing but cannot be customized.
Tiered level of support - if you’re not a Premier Support customer then wait for a few days for a reply from their supprot team.
Pricing - lots of contenders out there stepping up there games but a lot cheaper.

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

Pros

Zendesk is easy to organize and automate, providing prewritten macros for agents to use, and preset chatflows for a bot to provide first-level support.

Cons

Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating.

Pros

We ended up having to switch to Zendesk from other ticket support systems due to complexities in developments required for our needs.

Zendesk matched our needs in more functions and was safer and faster to deal with on many levels. The interface is all there and what anyone would expect from the tool, many features truly save time and cut on repeated actions.

We mainly use it for ticketing our external dealers and customers related to working with us as well as their App tickets.

Cons

There is not a lot to mention here. However, support sometimes could have been handled better and not so slow for a desk management software, some FAQ and learning or informative pages feel outdated.

Pros

Zendesk is user friendly and easy to navigate.

Cons

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

Pros

The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows. With the help of these tools, teams may route tickets according to predetermined standards, automate tedious processes, and make sure that customers' concerns are handled quickly and by the right team member.

Cons

According to certain users, Zendesk can be resource-intensive, especially when it comes to browser and system speed. This might result in less effective workflow and slower reaction times, particularly when several features and integrations are being used.

Pros

You can easily track the performance of your team virtually. If there are issues with them, we can communicate easily and I can remotely help them. The features of this app is not crucial and very I really appreciate that it was very easy to understand especially for first time user like me.

Cons

Overall experience was amazing and I haven't experience any issues till this moment. I really recommend this app for those that are working from home.

Pros

Zendesk is very easy to navigate and with the added bonus of linking apps I can tether directly to my customers orders, or even just quickly view their account information directly from my inbox screen.

Cons

I might just not see how to do it, but I can't add a secondary contact to my replies.

Pros

It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.

Cons

It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.

Pros

I like that customers can easily profit from the knowledge base which helps reducing the amount of incoming tickets but also the simple things as replying, changing the ticket status and reading formatted text is so much easier. By the way, also you don't get easily lost in big threads.

Cons

There isn't a full Self-Service Portal like other ITSM-tools and there is limited functionality to enable decision-makers and leaders to have control over their Change Management process.

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.

Pros

The chat features and ticket creation/tracking have been just a great business changer. Being able to live-support customers online is great- they love it and it works great for us.

Cons

There is a bit of a steep learning curve, but it's doable.

Pros

Easy to navigate, tickets translate information clearly & can handle many users

Cons

Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues