Zendesk Suite

Score8.8 out of 10

1,015 Reviews and Ratings

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Zendesk Suite

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What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience.

Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

Categories & Use Cases

Media

Screenshot of the Zendesk Agent Workspace

Screenshot of Bots powered by Zendesk AI

Screenshot of Tone shift with Zendesk AI

Screenshot of Zendesk ticketing side conversations

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Screenshot of the Zendesk Agent Workspace

Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Ticket response
Agents can easily follow up with customers.
Category average: 8.8

Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9

Most Frequent Users

Top 3 industries using Zendesk Suite.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

13.2%

22,955 installations of 173,383

#2 most frequent

Information

10.2%

17,739 installations of 173,383

#3 most frequent

Manufacturing

6.0%

10,427 installations of 173,383

Pros

Streamlines customer service operations with automation and workflow management
Seamlessly integrates with other third-party applications
Provides an intuitive interface and is easy to use

Cons

Complex initial setup and configuration, especially for third-party integrations
Limited customization options for help center templates and ticket fields
Inconsistent email follow-up for chat customers

Sarah Ager View profile

Sr. Product Marketing Manager in Marketing at Optimizely (1001-5000 employees)

Use Cases and Deployment Scope

I've used Zendesk at every tech company I've worked at. It's the best of the best for any B2B or B2C business. Customers, Partners, and Internal employees can submit tickets to support and receive a quick confirmation email with their ticket number. It's also easy to invite others to join the support thread and follow. I also love the "Internal Notes" section that allow me to let my Support team know if the requester is a very urgent ticket like if they are thinking of cancelling their subscription or if a new customer is having implementation issues to get started. These key notes are super important context that internal teams can know about without it being in the customer's email thread. It's also easy to change the support ticket level (1, 2, 3, etc.) for our org. My FAVORITE thing about Zendesk is how easy it is to search a ticket. The search bar is great because I could search by a keyword like "login issues" if I had that as the title or had something of that sort in the body of the ticket. I can also see which engineer is assigned to the ticket to collab with them

Pros

Support Ticket Prioritization
Easy to Search and Find Tickets
Easy Collaboration Internally & Externally in the Tickets
Customer Escalations and Customer Satisfaction

Cons

Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?

Return on Investment

Customer Success looks at ticket resolution surveys as part of their CSAT scores and either thanks their customer for a positive review or reaches out if it's a negative review.
Sales uses Zendesk to make sure their new prospects are getting POCs properly set up quickly and fix any issues while they do a trial of our tool.
Onboarding uses Zendesk to quickly make sure new customers implementations and user access are set up to help them start implementation faster.

Usability

Customer Experience

The app is incredibly intuitive and very easy to use. I haven't needed to use the documentation for help because out IT team is on top of everything for us. I love the emails from Zendesk on any new key features, webinars, and how AI is coming into the product. Big fan of any software updates/new features my org should know about.

Alternatives Considered

Atlassian Jira

Rahul Sinha View profile

Product Support Engineer in Customer Service at Smartbear (201-500 employees)

Use Cases and Deployment Scope

We use Zendesk suite as ticketing tool in our system, it bridges the gap between customer and support members, mostly chat, talk and guides.
Helps us communicate with customers more effectives.
some of its features are really useful due to which it helps analysing the date of the agent and customers easily.

Pros

Reporting Made Easy
Ease of integration -slack Jira confluence and many more
UI Interface- user friendly compared to others
simplest and easiest to adapt

Cons

Some tools don’t connect easily
room for more AI features

Return on Investment

I think Zendesk is quite expensive compared to other competitors

Usability

Customer Experience

I been using Zendesk Suite for some time now and honestly it does a good job keeping all customer chats in one place. Biggest win for me is how easy it is to see email, chat and even calls all together, no need to jump between apps. The layout takes a bit getting used to but once you figure it out, handling tickets feels pretty smooth.

Alternatives Considered

Bluebirds by Salesforce and ServiceNow Customer Service Management

Other Software Used

Bluebirds by Salesforce, ServiceNow Customer Service Management, Atlassian Jira

Cody Spencer

Tech Support Analyst in Information Technology at Trajectory LLC (1-10 employees)

Use Cases and Deployment Scope

We are a small, outsourced IT management company that works with non-profits. We use Zendesk for our client ticketing system - as a knowledge base, to track hours spent per client, and to build out dashboards for customer support performance monitoring. Those dashboards are mainly internal, but are helpful to show to clients.

Pros

easy to search previous tickets for answers
relatively straightforward report and dashboard builder
time tracking
calendar plug-in for appointments

Cons

the "AI" system is pretty limited and not much better than an FAQ page
the trigger system is helpful for some automations, but isn't very intuitive and doesn't always work as expected
customer surveys are nice, but also limited and would love to add some more business logic to them (send to a randomly selected % of users to not overwhelm with feedback requests)

Return on Investment

The dashboards are a great way to show our clients tangible statistics
The feedback surveys have been helpful in knowing where we need to improve
Provides a seamless communication channel with clients that standardized our interactions without making it too impersonal

Usability

Customer Experience

There are a lot of great forum questions and answers, but they could do a better job of purging outdated articles. It's also disheartening to find so many common issues dating back 2-3 years that Zendesk says they put on their "roadmap" and still aren't implemented. When we've worked directly with the support team, it's been quick and very positive.

Other Software Used

Google Workspace, N-able N-sight RMM, Cisco Meraki Dashboard, Vasion Print

Verified User

C-Level Executive in Customer Service (10,001+ employees)

Use Cases and Deployment Scope

I have used this Zendesk Suite in my organisation TTec, and also Revolut, so basically I worked as a customer support specialist and I believe that this tool helped us a lot to assist the users through all channels like email, chat- or even calls. It is easy to navigate & use. The user gets the proper platform to reach out to us and easy to keep a track of us of user's query. This tool makes it very easier for us as a customer support agent to assist the user quickly as we get the details of the user possible issues & recommendations confluence pages and articles to help the user, that will not take much time to share the answers like FAQ type.

Pros

Merging of the tickets with similar issues, it is easy to avoid confusion
Al global team somehow gets connected with different ways like Slack, with the Zendesk Suite which is so easier to highlight & the issue quickly
The best thing is that this tool gives you to send the message via chat-, email, call through the one single platform
Now AI has been added so it works good

Cons

AI needs to be approved sometime the AI response is not according to the users query
Show the user the most accurate article not too much that can overwhelm the user and same for the support agent as well with conf- pages
Some detailed personal details of the user - added on the Zendesk Suite

Return on Investment

After using this tool, my CSAT score was good and we are itself were able manage and figure how to do it better. CSAT is a win here
The ticketing system is good, it is easy to assign & manage the ticket queue
In our current company, we had to set up but it was just so easy to setup without taking much time

Usability

Customer Experience

I have 5 years of experience in customer support and used many tools to assist users but I can say that Zendesk Suite is the best tool that I used to resolve the query, with this tool, it was easy to grab the CSAT, setting up the tool & most importantly, getting used to this tool within a very short span.

Alternatives Considered

HubSpot CRM and Zoho Assist

Verified User

Analyst in Corporate (10,001+ employees)

Use Cases and Deployment Scope

It is an integrated platform, which is secured and reliable. We can check out the history of the ticket and can create and search for relevant KBs directly in the ticket panel only. Calculating the workforce and doing calls & chats is just perfect. It reduces the effort as well the productivity.

Pros

Integrated channel support.
With customizable ticketing fields and automation options, I can easily categorize and prioritize tickets, ensuring that no customer query goes unanswered.
The ability to have customers interact seamlessly via chat, email and voice & knowledge articles.

Cons

The customer service for Zendesk itself is not that great.
They should be looking into complaints and issues more efficiently.
Product is great, just the customer service part needs improvement.

Return on Investment

Agent efficiency has improved a lot.
Greater customer satisfaction.
Agent don't have to toggle from one screen to another as Zendesk Suite is an integrated one!

Usability

Customer Experience

My experience with the Zendesk Suite has been a bit of a mixed bag. So, here is the good first - the interface is a fairly intuitive and usable one after the first week of use: it is easily picked up by agents without a lot of hand-holding and has value time savings just with the macros/automations. The help documentation is thorough and I have also found their community forums to be surprisingly useful whenever I encountered a hump (roadblock) - leaving me with the bad? Reporting in Explore or even just creating more complex workflows is not as intuitive as I really hoped; often diving deeper into support or FAQ's, which also leads me to another negative - while Zendesk support is responsive and overall knowledgeable, you have to actually reach out to them for support. Overall - the usability is great, just potentially requires a little patience to fully unlock.