Zendesk Suite

4.4 (4,022)
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Service-first CRM company that builds support & sales tools

Overall rating

4.4 /5
(4,022)
Value for Money
4.2/5
Features
4.4/5
Ease of Use
4.3/5
Customer Support
4.3/5

89%
recommended this app
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4022 Reviews

Pat
Pat
Overall rating
  • Industry: Music
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Efficient and practical: Great but a bit pricey

Reviewed on 1/09/2023

Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular...

Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents.

Pros

Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities.

Cons

Call feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers.

Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Best all-in-one customer support software

Reviewed on 5/12/2024

Data flows through Zendesk very well from chat, tickets, to the helpdesk. Their health desk and...

Data flows through Zendesk very well from chat, tickets, to the helpdesk. Their health desk and ticketing is definitely better than their chat however. That part can be improved.

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.

Yevgeniy
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand

Reviewed on 18/11/2024

I am writing this review to bring to the attention of the Zendesk leadership a concerning situation...

I am writing this review to bring to the attention of the Zendesk leadership a concerning situation that reflects poorly on your commitment to customer satisfaction. On November 13, 2024, our company was charged $138 for a subscription covering two users on Zendesk.com. However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period.

Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response. Your team suggested that we link a non-functional credit card to the account but maintained that no refund would be issued for the unauthorized charge. This approach is both frustrating and disappointing.

We urge Zendesk’s leadership to review this situation. Your platform is designed to help businesses build customer loyalty and enhance customer experiences. Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand. Rectifying this situation by processing a refund would demonstrate that Zendesk values its customers and stands by the principles of fairness and customer care.

INVOICE here:
https://drive.google.com/file/d/1VPps_T8JTaCa2mY01TERXsQ86CV2Ztjn/view?usp=drive_link

Pros

I have not found any pros in the service.

Cons

I am writing this review to bring to the attention of the Zendesk leadership a concerning situation that reflects poorly on your commitment to customer satisfaction. On November 13, 2024, our company was charged $138 for a subscription covering two users on Zendesk.com. However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period.

Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response. Your team suggested that we link a non-functional credit card to the account but maintained that no refund would be issued for the unauthorized charge. This approach is both frustrating and disappointing.

We urge Zendesk’s leadership to review this situation. Your platform is designed to help businesses build customer loyalty and enhance customer experiences. Ironically, by refusing to rectify an unjust charge, you risk eroding trust in your own brand. Rectifying this situation by processing a refund would demonstrate that Zendesk values its customers and stands by the principles of fairness and customer care.

Britta
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Works great for marketing tickets

Reviewed on 1/11/2024

We just switched to Zendesk for ticketing from an internal platform this year.

We just switched to Zendesk for ticketing from an internal platform this year.

Pros

Easy to use and navigate. It is pretty self-explanatory with great features.

Cons

There is a lot of room for user error (like any other ticketing system)

James
Overall rating
  • Industry: Music
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Steve Rob Music - Zendesk Suite Review

Reviewed on 14/05/2024

Our experience is great, and we are happy to continue using Zendesk.

Our experience is great, and we are happy to continue using Zendesk.

Pros

We have used Zendesk for about 3 months. We really enjoy how easy it is to customize branding, add or remove agents, and setup specific policies. We enjoy how we are able to do everything with an easy to use dashboard which has everything all in one place. We also utilize Zendesk on our other platforms, such as our websites, merch store, etc. It's very easy to integrate and our customers enjoy it!

Cons

Zendesk is very costly, but we were able to get a discount as we are a startup company. I would like if Zendesk had a free plan to begin with. Obviously there would be some limited features unless you upgraded, but it would allow things like web chat or a certain number of agents.

Ali
Overall rating
  • Industry: Transportation/Trucking/Railroad
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Zendesk Suite easy to use

Reviewed on 22/09/2024

My overall experience with Zendesk Suite has been positive, as it effectively centralizes customer...

My overall experience with Zendesk Suite has been positive, as it effectively centralizes customer support with a user-friendly interface and helpful automation tools. The platform makes it easy to manage tickets and integrate third-party apps, which improves both workflow and team collaboration. However, as the organization grows, the pricing can become a challenge, especially for accessing premium features.

Pros

Zendesk Suite offers a seamless, user-friendly interface that simplifies ticket management and customer support. Its robust automation features help streamline workflows, reducing manual tasks and improving efficiency. Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality.

Cons

Zendesk Suite can become costly as you scale, with additional fees for advanced features and customization options.

Alternatives Considered

JIRA Service Management

Reasons for Switching to Zendesk Suite

I chose Zendesk Suite for its intuitive interface, robust automation capabilities, and seamless integration with third-party tools, which provided a more comprehensive and scalable solution compared to other options.
Jason
Overall rating
  • Industry: Retail
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Worst Support in Industry

Reviewed on 8/05/2024

The service before the sale was exceptional. However, we found out too late that the service we...

The service before the sale was exceptional. However, we found out too late that the service we purchased is not the service we were shown. There is no way to get support for the product. Everything costs extra.

Pros

There is not much that has worked perfectly. The live chat has cut down on our overall customer support time, however the setup was more difficult and the maintenance is more difficult than other solutions. Most of the features that we like either don't operate on all versions of Zendesk or they only work about half of the time.

Cons

The mobile app is almost unusable. But nothing is as bad as their support after the sale. You will get the excellent communication before the sale and you will be shown every feature Zendesk offers, but after the sale you will find out that there is no way to contact a human for support and all of the features that they showed you are not included and cost ridiculous amounts more. For instance, for us to add AI chat, business hour management and reporting to our account (all of which were included in our demo as part of the plan we were buying) it would more than double our subscription cost on a yearly basis.

Alternatives Considered

Zoho Desk and Intercom

Reasons for Switching to Zendesk Suite

We thought it would integrate better with our current systems. Unfortunately many of those integrations are poorly built or glitchy because Zendesk does not want you to use the integrations they want to upcharge you for their version of the service.
Rob
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

A good easy to use platform

Reviewed on 18/07/2024

Pros

It's clear and simple to use interface and it's a clearly developed product with a good set of core features, which actually work unlike other platforms.

Cons

The extra cost for additional features, would prefer a more feature reach lower tiered pricing level

Alternatives Considered

Atera

Reasons for Switching to Zendesk Suite

Price and ease of use were the primary reasons for our choice.
Brenden
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 9.0 /10

All in one package for customer support and external documentation

Reviewed on 7/06/2024

Pros

Zendesk offers a easy-to-use and complete feature set for customer support and external documentation. All of which is maintainable by non-technical people.

Cons

The set-up and fine-tuning to your specific process might require some time to figure. While their rule engine is super flexible, it requires some getting used to.

Adam
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Zendesk Suite User Experience

Reviewed on 9/11/2024

Great but not as great as Front combined with Monday.

Great but not as great as Front combined with Monday.

Pros

Its complexity. It allows a wide variety of integration options to suit your business needs.

Cons

Our business model doesn't seem to fit all that well to the features it's offering making our agents' tasks more complicated and time consuming.

kreasan
Overall rating
  • Industry: Construction
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Zendesk Suite offers both quality and quantity under the same basket.

Reviewed on 8/12/2023

Profoundly amazing. Giving the best experience to customers and creating a wonderful working...

Profoundly amazing. Giving the best experience to customers and creating a wonderful working environment for all.

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.

Anthony
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A truly Zen experience when using Zendesk

Reviewed on 3/12/2024

My overall experience with Zendesk has been amazing. It is a tool that I use constantly and...

My overall experience with Zendesk has been amazing. It is a tool that I use constantly and consistently, day in and day out. It makes managing tickets across multiple sites on prem and remotely a breeze. Zendesk is my favorite ticket system solution.

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.

Steven
Overall rating
  • Industry: Insurance
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A Wonderful Tool For Technical Helddesks

Reviewed on 3/06/2024

It really changed how we deal with technical issues!! It created a quick, easy, and organized way...

It really changed how we deal with technical issues!! It created a quick, easy, and organized way for tickets to be submitted, addressed, and cleared. We also is at a FAQ and Wiki, which contains trouble shooting tips/advice, along with other forms of self help. So for us, zendesk even helps our employees handle personal issues at times, freeing the help desk up to handle more difficult matters.

Pros

We use those so that our employees can easily submit tickets for our IT team when they are experiencing software, hardware, or any sort of technical issues. Submitting a ticket is seamless, and IT is able to instantly respond if needed. Escalation of issues is also a breeze! Communication between IT, and whomever is in need of assistance, can be ongoing and simple for all involved.

Cons

I honestly don't have any. It works perfectly for our employees l, my team, and the help desk alike!

Heather
Overall rating
  • Industry: Telecommunications
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Solid customer support system

Reviewed on 31/10/2024

Our team is happy with Zendesk for supporting our two products. The agents learn the system...

Our team is happy with Zendesk for supporting our two products. The agents learn the system quickly, and feel comfortable answering email tickets and taking live chats. We receive excellent customer reviews on the quality of the support we provide.

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.

Nico
Overall rating
  • Industry: Construction
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Zendesk Suite offers the best customer support. It's a gem

Reviewed on 29/05/2024

If you want to be a pro in providing customer support,you should work with Zendesk Suite and make...

If you want to be a pro in providing customer support,you should work with Zendesk Suite and make it easier for your customers.

Pros

They deliver a very impressive customer service and it's very easy to monitor the needs of your business and that's why it's my favorite. Zendesk Suite is very flexible it favors even the beginners and all business types

Cons

I ain't complaining about anything about this tool.

Tayeb
Overall rating
  • Industry: Furniture
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Swiss army knife of online tickets

Reviewed on 22/03/2024

I have used Zendesk at a formal office job for almost two years and it was very stable and very...

I have used Zendesk at a formal office job for almost two years and it was very stable and very convenient to use as a hub to handle all the online requests including social media at a single place. Most softwares usually require days or weeks of training but Zendesk was very easy to use.

Pros

A one point of contact to receive multiple online requests (Email, Facebook, Twitter)
Being able to find tickets solved even years ago for a better understanding of a customers path.
Being able to see who is working on a ticket in order to move on to another ticket or contact your coworker to communicate information if needed.

Cons

The spam filter is not as aggressive as some other softwares can be but I understand that it is dependent on the team that is supposed to feed the spam filters

Lani
Overall rating
  • Industry: Telecommunications
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Zendesk user as a team leader

Reviewed on 10/03/2024

It helps our company run using Zendesk suite

It helps our company run using Zendesk suite

Pros

It is a very important tool at work when communicating with customer and clients

Cons

Sometimes we experience some outage but not frequently

Kristine joy
Kristine joy
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Try and you won't regret👍🏼!

Reviewed on 16/08/2024

It's a life changing app for me since I've been on work from home setup since pandemic. I found...

It's a life changing app for me since I've been on work from home setup since pandemic. I found many app to use but this stands from all of those apps.

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.

Anugrah
Overall rating
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Zendesk- The Powerful Tool

Reviewed on 10/07/2024

I have had a generally favorable experience with Zendesk Suite, which is consistent with its...

I have had a generally favorable experience with Zendesk Suite, which is consistent with its reputation as a powerful and all-inclusive customer support platform.Its seamless integration with a range of other products and platforms has been one of its most notable characteristics. This has made it easier for data to move between systems and made sure that consumer information is constantly available, resulting in a more streamlined workflow.

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.

Emma
Overall rating
  • Industry: Consumer Goods
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Zendesk is easy to use to help your customers

Reviewed on 19/09/2024

It's a great program. Makes helping my customers super easy without having to jump around to...

It's a great program. Makes helping my customers super easy without having to jump around to multiple programs or spreadsheets to find my customers information or order details. I can link it directly to my shops hosting site.

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.

Jessica
Jessica
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

I love ZenDesk - Support and Guide!

Reviewed on 18/06/2024

Pros

Organization, the searching, the reporting and the usability.

Cons

Somehow my contact names get messaged up and switched around, no idea how.

Liron
Overall rating
  • Industry: Gambling & Casinos
  • Company size: 1,001–5,000 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Zendesk as a 3rd party user

Reviewed on 17/09/2024

As a company with vendors providing data to my company, from time to time we had issues with the...

As a company with vendors providing data to my company, from time to time we had issues with the data providing platform, in order to have a documented incident workflow the vendor asked us to communicate and open tickets via zendesk).

The use case was quite simple and easygoing as if there was a problem there was a ticket, in addition as a 3rd party I could use the history and active dashboard to track the status

Pros

Simple, easy console to use, easily find tickets, good stracture and commenting system

Cons

The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with vendors and Zendesk was one of my vendors ticketing system).

Verified Reviewer
Overall rating
  • Industry: Banking
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Zendesk Review

Reviewed on 25/08/2024

Pros

That it integrates with other Apps and has it own dash

Cons

That it takes a lot of actions to configurate tags, for exemple.

Abegail
Abegail
Overall rating
  • Industry: Consumer Services
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Useful Zendesk

Reviewed on 26/03/2024

I can say that Zendesk is very mucb helpful.

I can say that Zendesk is very mucb helpful.

Pros

You can easily reply to the customer concern.

Cons

Nothing much because there is a lot of ticket you can merge with.

Verified Reviewer
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Professionalism with Zendesk.

Reviewed on 14/12/2023

One of the standout features of Zendesk Suite is its ability to centralize customer support...

One of the standout features of Zendesk Suite is its ability to centralize customer support activities. The integrated ticketing system in Zendesk Support allows teams to manage customer queries seamlessly. This system, coupled with automation features and customizable workflows, contributes to a streamlined process for issue resolution. The multichannel support capabilities, including email, chat, phone, and social media, enable businesses to engage with customers across various touchpoints. That is why my overall experience with Zendesk is very good.

Pros

One notable aspect I appreciate is the suite's unified nature, bringing together various customer service tools such as Support, Chat, Talk, and Explore. This integration simplifies workflows, providing a centralized hub for managing customer interactions.

Cons

occasional system downtime or outages is something which bothers me. However, On some occasions I have faced it.