Zendesk Suite
ZendeskExternal reviews
External reviews are not included in the AWS star rating for the product.
Zendesk Makes Customer Service Effortless and Organized
Centralized Support and Streamlined Workflows with Zendesk
Daily feature requests have been organized with tickets but workflow still needs improvement
What is our primary use case?
What is most valuable?
The best features Zendesk offers include being a good alternative to GitHub issues, but I don't know what else it offers beyond that.
When I say it's a good alternative to GitHub issues, it was just something different, and I'm not sure why exactly we ended up using that one over GitHub.
Zendesk has not positively impacted my organization.
Things mostly stayed the same in terms of workflow, communication, or ticket management when my team switched to Zendesk.
What needs improvement?
I don't have any suggestions on how Zendesk can be improved.
For how long have I used the solution?
I have been working in my current field for eight years.
What do I think about the stability of the solution?
Zendesk is stable in my experience.
What do I think about the scalability of the solution?
Zendesk's scalability is fine.
How are customer service and support?
I'm not sure about the customer support for Zendesk.
How would you rate customer service and support?
Negative
Which solution did I use previously and why did I switch?
We used GitHub issues, and I wasn't there when we switched to Zendesk.
How was the initial setup?
I'm not sure how Zendesk is deployed in my organization; we just access it via a website.
What about the implementation team?
I was not involved in the pricing, setup cost, and licensing.
Which other solutions did I evaluate?
I was not involved in evaluating other options before choosing Zendesk.
What other advice do I have?
My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at.
My company does not have a business relationship with this vendor other than being a customer.
My overall review rating for Zendesk is 6.
Exceptionally Easy and Reliable—A Standout Experience
All-in-One Solution That Boosts Agent Efficiency
Unified Issue Management with Excellent WhatsApp Integration
Customization and Integration that Facilitate Daily Life
Quick responses and quality support
Collaboration across global teams has become seamless and customer behavior is now easier to analyze
What is our primary use case?
My main use case for Zendesk is to serve as a CSP, a customer support platform, and to take on a leadership role in the technical support area.
In my day-to-day work, I mainly receive tickets from Zendesk, solve these tickets, and send them back via email or chat to the customer. I also generate dashboards and analytics to further understand customer behavior, SLAs, and related metrics.
I have numerous integrations with HubSpot and Slack to keep informed of specific issues with customers, as well as integration with Jira for escalations with the engineering team. Additionally, I have used Zendesk to create analytics for the director of the customer support department.
What is most valuable?
The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email.
Our team is distributed across different parts of the world, so we maintain different SLAs. We can take this into account and send tickets to people who will be awake or on the job at that time, making it easier to offer a 24/7 experience for our clients. What I appreciate most about Workspace is that I do not have to change views; previously, switching from email to chat involved a context change, but with Workspace, this has improved significantly.
Zendesk is the main tool we use to organize and reach out to customers and to completely understand the main issues, bugs, and concerns of our customers. The analytics capabilities allow us to digest all the information and tickets into practical points that we can improve, which has been key to understanding customer behavior and complaints.
What needs improvement?
I believe Zendesk needs to align more with the current era; for example, there is not a real feature for seamless interaction through Slack or Google Meet. Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform. It would be beneficial to gather all this information and use it through an AI that agents can utilize to better assist customers. Additionally, Zendesk displays data only in the default view, so more freedom in views, such as Kanban or specific customizable views, would align better with current trends.
I find Zendesk great with integrations, but it is missing the ability to offer Slack or Google Meet channels for high-end customers. This would allow key accounts to contact us directly without needing to go through the ticket creation process, which other platforms handle effectively.
The reasons I chose a rating of eight include the lack of excellent support and the rigidity of the platform. Sometimes when I have issues, their support does not offer the best response. Additionally, Zendesk needs to explore new options and provide more freedom in ticket views.
For how long have I used the solution?
I have been using Zendesk for six years.
What do I think about the stability of the solution?
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable. The problem arises in support when something goes down, as their responsiveness is not very effective.
What do I think about the scalability of the solution?
Zendesk's scalability is excellent; all the data we collect has been invaluable for improving features and impacting various teams, including product, engineering, and marketing, as we gather information from clients and potential customers.
How are customer service and support?
My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process. The agents sometimes seem inexperienced, which reflects poorly on the overall support experience. There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Before Zendesk, we did not use a different solution. We started with Zendesk because we believed it was the best platform for our needs, but we are currently switching to another option.
What was our ROI?
I cannot share specific return on investment metrics because we have always used Zendesk, and we are now changing to Pylon. However, during the time we used Zendesk, we were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.
Which other solutions did I evaluate?
Before choosing Zendesk, I only evaluated Intercom.
What other advice do I have?
I advise others looking to use Zendesk to start by setting up strong foundational elements. As you progress, it becomes increasingly difficult to remember to add specific filters or SLAs, so ensuring a solid basic setup from the beginning is crucial for effective reporting and evaluation of the support team.
I believe Zendesk is one of the best platforms available and the standard for customer support agents. However, I have noticed that they seem too large to change effectively. While I have seen improvements, my company has decided to switch to a competitor. Nonetheless, if someone is starting and lacks a clear structure for customer support, Zendesk should be the platform they begin with and use to measure other options. I provided this review with a rating of eight.