#1 most frequent
United States of America
41.9%60,507 installations of 144,334
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.
Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
Categories & Use Cases
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Screenshot of the Zendesk Agent Workspace
Top Performing Features
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
Areas for Improvement
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
Who Buys & Uses Zendesk Suite
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
8.3%12,029 installations of 144,334
#3 most frequent
Australia
4.5%6,514 installations of 144,334
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
Zendesk is our first line of defense for ticket resolutions
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
Easy to manage support
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.
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
Great option for a simple ticketing system
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
User Friendly platform with secured data
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
Zendesk Suite at [...]
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.
Other Software Used
Trello, Spruce, Slack
