Mainly, we use Zendesk Suite to handle client support tickets, as well as for having a linked landline with voicemail where calls are also recorded.

We also use their chat in our website to handle support tickets through chat and use their support mobile app to receive notifications on real time.

Pros

Great mobile apps
Great rules management interface
Integration capabilities

Cons

UI could be refreshed

Likelihood to Recommend

The suite has a great benefit-cost ratio, specially when you want to integrate different tools into your CRM strategy, while keeping everything centralized. It is also great for managing and improving your knowledge hub, as the data tracked and received has great value. The learning curve for the basics is very manageable, but getting the most of the suite might take a little more time to implement.

Verified User

General Manager in Corporate (Facilities Services company, 11-50 employees)

Vetted Review

7 years of experience

Flexible and efficient!

Rating: 10 out of 10

Incentivized

March 11, 2025

Use Cases and Deployment Scope

We use Zendesk Suite to manage our external support to guests and vendors for email, chatbot, and text support. We also use it for our external and internal help centers with various articles about how to use our products. From both of these products that we use we can also gather important data about how our support and help center are doing so we can constantly reevaluate how to make it better.

Pros

Allowing flexibilty in routing and tagging
Easy to navigate and appealing looking help centers
Detailed data to evaluate if there are ways to improve
Customizable chat bot allows for easy hands off support
Their support center and community are well handled so we can usually find answers to our questions ourselves

Cons

A little more flexibility in sharing assets between brands
More capabilities to better customize help center templates without needing to be a coder (think build your own template like squarespace)

Likelihood to Recommend

It is well suited for scaled support and building informational help centers.

Verified User

Manager in Customer Service (Events Services company, 51-200 employees)

Vetted Review

15 years of experience

Zendesk for the win!

Rating: 9 out of 10

Incentivized

September 21, 2024

Use Cases and Deployment Scope

Our company uses Zendesk for B2B and B2C support. The primary channel we use Zendesk for is Emails. However, we routed a few B2B calls to Zendesk and used Zendesk Talk to manage those calls and voicemails. Zendesk helps our Support team operate more efficiently. We can automatically route requests from specific customers to their dedicated representatives.

Pros

Product documentation and help articles.
Support via email.
Store canned responses and templates for agents.
Extendable through Zapier and other integrations.

Cons

Managing Contacts or Companies in bulk is a challenge.
Integrations with CRMs are lacking.
Limited customizations are available with Zendesk Messenger.

Likelihood to Recommend

Zendesk is suitable for any organization providing B2B or B2C support. It offers multi-brand capabilities, so one team can support multiple products or companies without losing brand identity. Zendesk Guide makes product documentation and instructional content a breeze. Zendesk might be overkill if you have less than 100 customers, but it scales well for thousands of customers.

Verified User

Director in Corporate (Events Services company, 11-50 employees)

Vetted Review

12 years of experience

Zendesk

Rating: 10 out of 10

Incentivized

August 31, 2024

Use Cases and Deployment Scope

We use Zendesk to communicate with our sellers replying to their emails and communicate with other departments using macros

Pros

shows you urgent tickets
provide you with assigned ticked
shows you if a seller responded
shows you older tickets

Cons

solve tickets that are more 7 days automatically
assign your tickets to you
have automated responses

Likelihood to Recommend

Zendesk helps you to see if the seller has uploaded the missing documents even if you were not working on that profile

Nokwanda Dladla

agent in Customer Service at wns (Outsourcing/Offshoring, 51-200 employees)

Vetted Review

1 year of experience

Zendesk has certainly brought Zen to our Department

Rating: 9 out of 10

February 3, 2014

Use Cases and Deployment Scope

I personally use Zendesk for my department for technical applications support. It allows us to track the numbers of issues we receive, the categories for the types of issues, and the users that most frequently request support. Zendesk ensures we provide a resolution to support requests, and gives me reports to track average response time.
I have suggested Zendesk to other groups in the organization and know they make use of lesser subscriptions as they are smaller teams.

Pros

Zendesk is extremely simple, but also highly configurable. I like that I could use my own email domain, that I could easily set up automatic processes for what email is sent based on specific criteria. I had complete control over the look, feel, and text of the email.
I love the mobile apps Zendesk makes available. It's great to be able to review my, or my team's, tickets from my iPhone or iPad while traveling. I can review and comment on any ticket just as I would on the desktop.
I really like how easy it is to work with tickets. The new interface lines up our tickets in order of importance and makes it easy to comment on a ticket, set its status, and move on to the next one.

Cons

I was disappointed they removed some of their SSO functionality. It's still there, but you must use SAML. So we can no longer provide SSO functionality to our users. We had to go email support only.
When you CC someone on a ticket, it will include everyone on every response on the ticket. I wish there was some way to CC someone for their information, but ensure all of their responses were private. We've had numerous incidents where we CC'd someone outside our team that wasn't as familiar with how Zendesk works, and they responded in a manner that we would not have lined our end-user to have seen, and it was copied directly to that end user. Replying by email has no option to make it private.

Likelihood to Recommend

Zendesk is well suited for straight support scenarios for customer service. It makes it super simple to set up auto-responses and track the communications to resolution. It's perfect for making sure each question gets answered and each customer has a timely resolution. It probably would be less appropriate for a larger bug tracking group where issues have to be assigned to specific teams for fixes. I always felt the escalation was a little clunky.

Reagan Johnson

Director, Technology Operations in Information Technology at CDI (Staffing and Recruiting, 10,001+ employees)

Vetted Review

2 years of experience

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Zendesk has certainly brought Zen to our Department

Rating: 9 out of 10

February 3, 2014

Use Cases and Deployment Scope

Pros

Zendesk is extremely simple, but also highly configurable. I like that I could use my own email domain, that I could easily set up automatic processes for what email is sent based on specific criteria. I had complete control over the look, feel, and text of the email.
I love the mobile apps Zendesk makes available. It's great to be able to review my, or my team's, tickets from my iPhone or iPad while traveling. I can review and comment on any ticket just as I would on the desktop.
I really like how easy it is to work with tickets. The new interface lines up our tickets in order of importance and makes it easy to comment on a ticket, set its status, and move on to the next one.

Cons

I was disappointed they removed some of their SSO functionality. It's still there, but you must use SAML. So we can no longer provide SSO functionality to our users. We had to go email support only.
When you CC someone on a ticket, it will include everyone on every response on the ticket. I wish there was some way to CC someone for their information, but ensure all of their responses were private. We've had numerous incidents where we CC'd someone outside our team that wasn't as familiar with how Zendesk works, and they responded in a manner that we would not have lined our end-user to have seen, and it was copied directly to that end user. Replying by email has no option to make it private.

Likelihood to Recommend

Reagan Johnson

Director, Technology Operations in Information Technology at CDI (Staffing and Recruiting, 10,001+ employees)

Vetted Review

2 years of experience