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

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
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9

#1 most frequent

Professional, Scientific, and Technical Services

15.6%

21,300 installations of 136,625

#2 most frequent

Information

12.1%

16,581 installations of 136,625

#3 most frequent

Manufacturing

7.3%

9,922 installations of 136,625

Sarah Ager View profile

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

Bharath Raguraja

Senior Software Developer in Information Technology at Sandeza.ai (11-50 employees employees)

Use Cases and Deployment Scope

We use Zendesk Suite as a customer service platform to streamline operations and enhance agents productivity by integrating it with the multiple telephonies. this allow our support agents to handle calls, message and support tickets more efficiently from the single unified interface. Also we use Zendesk Suite to view tickets and sync data between your Salesforce and Zendesk accounts.

Pros

unified ticketing system
Seamless Telephony Integration
Salesforce Integration
Automations

Cons

Zendesk can feel overly complicated for customer reports
We dont get much flexibility in changing layouts or hiding unused fields
When you have a large support operation, managing Zendesk triggers and automations can became overwhelming.

Return on Investment

Zendesk Suite has had a significant positive impact on our business objectives.
It is very helpful to the centralized ticketing system and automation feauters like triggers and SLAs.
This allows our clients to work more efficiently and handle the high volume of calls

Usability

Customer Experience

In my experience with Zendesk Suite has been quite positive especially when it comes to learning the platform and getting support.

Alternatives Considered

Salesforce CRM Analytics, ServiceNow Customer Service Management, Freshdesk, Freshchat and Bigin by Zoho CRM

Other Software Used

Freshdesk Omni, Bigin by Zoho CRM, ServiceNow Customer Service Management

Brent Burrows II View profile

VP Retail & Sales in Sales at CBS Bahamas (51-200 employees employees)

Use Cases and Deployment Scope

We use Zendesk Suite for all customer facing communications - from sales to AR to customer support & ecommerce. Any email that goes to a customer (non-internal, non-vendor) gets sent and managed via Zendesk Suite. The issue we had was being able to collaborate on email, while ensuring our teams could access cross-department information in order to gain a better understanding of the customer's current situation & history with the company.

Pros

Email Collaboration
Triggers & Automations
Macros & Saved Responses
Organization

Cons

Spam filtering.
Predictive text or responses.
Ability for users to assign tickets to departments they don't have read access to.

Return on Investment

Better response times for customers.
Less internal confusion as staff members from various departments (i.e. sales and accounts) are on the same page)
Better customer service as we can view past conversation history and respond appropriately.

Usability

Customer Experience

I don't find the support team to be particularly useful or responsive, but the help articles are beneficial. Lots of what we learned was through simple trial & error - self testing and improving the way we had our environment configured. For my users (sales people, etc) Zendesk Suite itself is rather intuitive which is great for onboarding new employees.