Zendesk
- Last updated: 23 Nov 2024
What is Zendesk?
Zendesk offers various customer service solutions designed to enhance your business operations. The platform includes tools such as ticket management and live chat, allowing you to streamline interactions with customers. It’s built to adapt to businesses of varying sizes, offering features catered to small enterprises and large organizations alike.
With Zendesk’s capabilities, you can have a centralized hub for communication, making it easier to manage customer inquiries and employee interactions. The suite of software encompasses customer support, employee service, and sales facilitation, aiming to provide comprehensive service management.
Additionally, Zendesk prioritizes privacy and data protection, integrating robust security measures into its offerings. As you explore Zendesk’s functionalities, tools like the Answer Bot and community forums help create a responsive and self-sufficient service environment.
Zendesk use cases
- If you manage a customer support team that handles numerous inquiries daily.
- If you’re an IT administrator aiming to improve internal service operations.
- If you’re in charge of sales and require a method for managing sales processes.
- If your small business is expanding and needs a scalable support solution.
- If you oversee company-wide employee communication initiatives.
Zendesk functionalities
- Manage support tickets: Centralizes customer queries efficiently.
- Live chat integration: Facilitates real-time customer communication.
- Knowledge base access: Provides resources for self-help.
- Community forums: Encourages user engagement and feedback.
Zendesk review summary
Pros
Zendesk Support Suite is praised for its user-friendly interface, comprehensive features, and high level of customization, making it easy to implement and efficient in managing diverse customer support needs. Its robust reporting tools and automation capabilities significantly boost team productivity. Seamless communication across different channels and excellent customer support enhance its overall value.
Cons
Some users find Zendesk's extensive features overwhelming, particularly for new users. Certain functionalities like integration with Microsoft Teams or automatic page refreshing need improvements. The complexity of customization and integration can be challenging, especially for smaller teams or those with limited resources.
Ease of Use
Zendesk’s platform is intuitive, easy for both agents and admins, and balances control with usability, facilitating quick setup and feature deployment.
Overwhelming for New Users
While feature-rich, the platform can initially overwhelm new users, requiring time and training to fully leverage its capabilities.
Zendesk’s user interface is incredibly easy to use for both agents and admins. The platform strikes a perfect balance between offering granular control and maintaining discoverability.
The wide array of features can overwhelm new users, requiring significant time and training to fully understand and utilize the platform’s potential.
Comprehensive Features
The suite offers extensive features, including a ticketing system and customizable reporting tools, which enhance decision-making and workflow adaptation.
Integration with Microsoft Teams
The integration with Microsoft Teams is functional but could benefit from more robust and seamless interaction to enhance efficiency and collaboration.
One of the standout features is the ticketing system, which I find very easy to manage. Additionally, the robust reporting tools provide the ability to generate detailed, customizable reports.
While the current Teams integration provided by Zendesk works well enough, I would love to see a more robust and deeply integrated experience within Microsoft Teams.
Customization and Integration
Zendesk allows significant customization tailored to business needs and offers integration with various apps and services, enhancing flexibility and capability.
Automatic Page Refresh
An automatic page refresh feature is lacking, which complicates monitoring incoming tickets for support staff.
The Zendesk Support Suite is very robust and can be highly tailored to our business needs. Zendesk offers a wide range of features and a comprehensive API library.
It does not have an automatic page refresher function, it's challenging for me to monitor the incoming and open tickets.
Excellent Support
The customer support provided by Zendesk is commendable with responsive teams and helpful resources, ensuring effective problem resolution and feature implementation.
Complex Customization
Customizing the suite to fit specific needs can be complex, demanding IT resources and potentially increasing costs.
Zendesk's support team is quick to respond to questions and they're always posting guides with tutorials on how to implement new features.
Zendesk support suite has advanced and complex features that require IT resources for configuration and customization according to the company's needs.
Streamlined Communication
By centralizing communication and managing interactions efficiently, Zendesk improves operational transparency and accountability.
Integration Limitations
Some common features are less developed, and certain integration processes can become cumbersome or less intuitive.
Zendesk ensures seamless communication, reduces confusion, and improves efficiency by allowing agents to manage all interactions in one place.
Some common sense features are never developed because Zendesk is constantly on to the next big project.
Pros
Zendesk Support Suite is praised for its user-friendly interface, comprehensive features, and high level of customization, making it easy to implement and efficient in managing diverse customer support needs. Its robust reporting tools and automation capabilities significantly boost team productivity. Seamless communication across different channels and excellent customer support enhance its overall value.
Ease of Use
Zendesk’s platform is intuitive, easy for both agents and admins, and balances control with usability, facilitating quick setup and feature deployment.
Zendesk’s user interface is incredibly easy to use for both agents and admins. The platform strikes a perfect balance between offering granular control and maintaining discoverability.
Comprehensive Features
The suite offers extensive features, including a ticketing system and customizable reporting tools, which enhance decision-making and workflow adaptation.
One of the standout features is the ticketing system, which I find very easy to manage. Additionally, the robust reporting tools provide the ability to generate detailed, customizable reports.
Customization and Integration
Zendesk allows significant customization tailored to business needs and offers integration with various apps and services, enhancing flexibility and capability.
The Zendesk Support Suite is very robust and can be highly tailored to our business needs. Zendesk offers a wide range of features and a comprehensive API library.
Excellent Support
The customer support provided by Zendesk is commendable with responsive teams and helpful resources, ensuring effective problem resolution and feature implementation.
Zendesk's support team is quick to respond to questions and they're always posting guides with tutorials on how to implement new features.
Streamlined Communication
By centralizing communication and managing interactions efficiently, Zendesk improves operational transparency and accountability.
Zendesk ensures seamless communication, reduces confusion, and improves efficiency by allowing agents to manage all interactions in one place.
Cons
Some users find Zendesk's extensive features overwhelming, particularly for new users. Certain functionalities like integration with Microsoft Teams or automatic page refreshing need improvements. The complexity of customization and integration can be challenging, especially for smaller teams or those with limited resources.
Overwhelming for New Users
While feature-rich, the platform can initially overwhelm new users, requiring time and training to fully leverage its capabilities.
The wide array of features can overwhelm new users, requiring significant time and training to fully understand and utilize the platform’s potential.
Integration with Microsoft Teams
The integration with Microsoft Teams is functional but could benefit from more robust and seamless interaction to enhance efficiency and collaboration.
While the current Teams integration provided by Zendesk works well enough, I would love to see a more robust and deeply integrated experience within Microsoft Teams.
Automatic Page Refresh
An automatic page refresh feature is lacking, which complicates monitoring incoming tickets for support staff.
It does not have an automatic page refresher function, it's challenging for me to monitor the incoming and open tickets.
Complex Customization
Customizing the suite to fit specific needs can be complex, demanding IT resources and potentially increasing costs.
Zendesk support suite has advanced and complex features that require IT resources for configuration and customization according to the company's needs.
Integration Limitations
Some common features are less developed, and certain integration processes can become cumbersome or less intuitive.
Some common sense features are never developed because Zendesk is constantly on to the next big project.
Zendesk user reviews
Versatile and Powerful Ticketing So...
What do you like best about Zendesk Support Suite?
I’ve been using Zendesk Support Suite since the end of April, and my experience so far has b...
I’ve been using Zendesk Support Suite since the end of April, and my experience so far has b...
What do you like best about Zendesk Support Suite?
I’ve been using Zendesk Support Suite since the end of April, and my experience so far has been overwhelmingly positive as I have used this every day since we onboarded.
Ease of Use: Zendesk’s user interface is incredibly easy to use for both agents and admins. The platform strikes a perfect balance between offering granular control and maintaining discoverability, ensuring that settings and features are not buried under layers of complexity. This makes it straightforward to implement and deploy new features as needed. While there was a bit of a learning curve with the reporting tools, this was primarily due to the custom needs I had. Fortunately, my admin was able to not only meet but exceed these needs, making the investment in learning well worth it.
Onboarding Process: The onboarding process exceeded my expectations. It was simple and well-supported, with our sales representative guiding us through much of the setup and training. This hands-on approach made it extremely easy to implement Zendesk and get our operations up and running quickly.
Features and Functionality: One of the standout features is the ticketing system, which I find very easy to manage. It allows me to effortlessly keep track of requests and address our users’ needs efficiently. Additionally, the robust reporting tools provide the ability to generate detailed, customizable reports, which has significantly improved our decision-making process. The platform’s overall simplicity in customization has been another major advantage, enabling us to adapt it perfectly to our workflows.
Performance and Reliability: I’ve experienced no notable impact on performance and have had no reliability issues with Zendesk Support Suite. The platform has been consistently reliable, allowing us to maintain our support operations without any unexpected downtime or disruptions. This level of performance stability is critical for ensuring that our customer support runs smoothly.
Value for Money: The value-for-dollar ratio with Zendesk Support Suite is high. The time savings alone, coupled with the powerful reporting capabilities, have saved me more than the cost of implementation for the year. This makes Zendesk not just a cost-effective choice, but a strategic investment in our customer support infrastructure.
Customer Support: The support from Zendesk’s team has been excellent. The sales process was refreshingly non-pushy, with our agent focused on understanding our needs and ensuring we were set up correctly. Even after implementation, our agent continues to check in regularly, offering support as needed. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
Integration with Microsoft Teams: While the current Teams integration provided by Zendesk works well enough, I would love to see a more robust and deeply integrated experience within Microsoft Teams. As I transition our company to using Teams as our main method of office communication, having a more seamless and feature-rich Zendesk integration would allow us to move most of our support structure directly into Teams. This would greatly enhance our efficiency and collaboration, making the support process even smoother. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
Zendesk has provided me with a robust management solution for handling both user requests and internal project tracking. Before implementing Zendesk, managing these processes was time-consuming, and there was no centralized source of truth or a dedicated area for users to reach out to. With Zendesk, I’ve been able to standardize the support process, which has significantly improved efficiency. This standardization has enabled me to handle more requests and projects while providing more granular insights into each open issue. The ability to centralize and streamline these processes has been a game-changer for our operations. Review collected by and hosted on G2.com.
I’ve been using Zendesk Support Suite since the end of April, and my experience so far has been overwhelmingly positive as I have used this every day since we onboarded.
Ease of Use: Zendesk’s user interface is incredibly easy to use for both agents and admins. The platform strikes a perfect balance between offering granular control and maintaining discoverability, ensuring that settings and features are not buried under layers of complexity. This makes it straightforward to implement and deploy new features as needed. While there was a bit of a learning curve with the reporting tools, this was primarily due to the custom needs I had. Fortunately, my admin was able to not only meet but exceed these needs, making the investment in learning well worth it.
Onboarding Process: The onboarding process exceeded my expectations. It was simple and well-supported, with our sales representative guiding us through much of the setup and training. This hands-on approach made it extremely easy to implement Zendesk and get our operations up and running quickly.
Features and Functionality: One of the standout features is the ticketing system, which I find very easy to manage. It allows me to effortlessly keep track of requests and address our users’ needs efficiently. Additionally, the robust reporting tools provide the ability to generate detailed, customizable reports, which has significantly improved our decision-making process. The platform’s overall simplicity in customization has been another major advantage, enabling us to adapt it perfectly to our workflows.
Performance and Reliability: I’ve experienced no notable impact on performance and have had no reliability issues with Zendesk Support Suite. The platform has been consistently reliable, allowing us to maintain our support operations without any unexpected downtime or disruptions. This level of performance stability is critical for ensuring that our customer support runs smoothly.
Value for Money: The value-for-dollar ratio with Zendesk Support Suite is high. The time savings alone, coupled with the powerful reporting capabilities, have saved me more than the cost of implementation for the year. This makes Zendesk not just a cost-effective choice, but a strategic investment in our customer support infrastructure.
Customer Support: The support from Zendesk’s team has been excellent. The sales process was refreshingly non-pushy, with our agent focused on understanding our needs and ensuring we were set up correctly. Even after implementation, our agent continues to check in regularly, offering support as needed. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
Integration with Microsoft Teams: While the current Teams integration provided by Zendesk works well enough, I would love to see a more robust and deeply integrated experience within Microsoft Teams. As I transition our company to using Teams as our main method of office communication, having a more seamless and feature-rich Zendesk integration would allow us to move most of our support structure directly into Teams. This would greatly enhance our efficiency and collaboration, making the support process even smoother. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
Zendesk has provided me with a robust management solution for handling both user requests and internal project tracking. Before implementing Zendesk, managing these processes was time-consuming, and there was no centralized source of truth or a dedicated area for users to reach out to. With Zendesk, I’ve been able to standardize the support process, which has significantly improved efficiency. This standardization has enabled me to handle more requests and projects while providing more granular insights into each open issue. The ability to centralize and streamline these processes has been a game-changer for our operations. Review collected by and hosted on G2.com.
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All in One tool to support our clie...
What do you like best about Zendesk Support Suite?
We use Zendesk to assist our clients through phone, chats and email. It is like an all in one ...
We use Zendesk to assist our clients through phone, chats and email. It is like an all in one ...
What do you like best about Zendesk Support Suite?
We use Zendesk to assist our clients through phone, chats and email. It is like an all in one tool to provide support. It is easy to manage customer inquiries in one place and very user-friendly. I can organize my tasks, making support more efficient and seamless for my clients Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
I haven;’t explore the other feature of it as of yet. It seems like there are lots of things that I have to learn since this tool is like a one-stop shop. Personally, I would like to set up auto-refresh so I don’t have to manually refresh my tickets, but I can’t find it. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
This tool helps us organize the tickets, manage SLA and provide better tracking. I can manage multiple customers request and respond in a timely manner. Because of Zendesk, our efficiency and customer satisfaction improves a lot. Review collected by and hosted on G2.com.
We use Zendesk to assist our clients through phone, chats and email. It is like an all in one tool to provide support. It is easy to manage customer inquiries in one place and very user-friendly. I can organize my tasks, making support more efficient and seamless for my clients Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
I haven;’t explore the other feature of it as of yet. It seems like there are lots of things that I have to learn since this tool is like a one-stop shop. Personally, I would like to set up auto-refresh so I don’t have to manually refresh my tickets, but I can’t find it. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
This tool helps us organize the tickets, manage SLA and provide better tracking. I can manage multiple customers request and respond in a timely manner. Because of Zendesk, our efficiency and customer satisfaction improves a lot. Review collected by and hosted on G2.com.
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Ease of End User Support with Zende...
What do you like best about Zendesk Support Suite?
As an IT Desktop Support Engineer, It is easy to use and navigate the Zendesk Support Suite es...
As an IT Desktop Support Engineer, It is easy to use and navigate the Zendesk Support Suite es...
What do you like best about Zendesk Support Suite?
As an IT Desktop Support Engineer, It is easy to use and navigate the Zendesk Support Suite especially on how to manage tickets. It saving me valuable time using the bulk ticket update features and customizable macros for repetitive task. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
For me, I don’t like about Zendesk Support Suite, It does not have a automatic page refresher function, it’s challenging for me to monitor the incoming and open tickets on our bucket especially as an IT Desktop Support Engineer. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
For me as Level 2 Support, It’s time-saving, with the use of customizable macros and bulk ticket updates, I can manage the ticket efficiently while ensuring the SLAs and avoiding ticket breaches. Review collected by and hosted on G2.com.
As an IT Desktop Support Engineer, It is easy to use and navigate the Zendesk Support Suite especially on how to manage tickets. It saving me valuable time using the bulk ticket update features and customizable macros for repetitive task. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
For me, I don’t like about Zendesk Support Suite, It does not have a automatic page refresher function, it’s challenging for me to monitor the incoming and open tickets on our bucket especially as an IT Desktop Support Engineer. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
For me as Level 2 Support, It’s time-saving, with the use of customizable macros and bulk ticket updates, I can manage the ticket efficiently while ensuring the SLAs and avoiding ticket breaches. Review collected by and hosted on G2.com.
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Zendesk- Good ticketing system
What do you like best about Zendesk Support Suite?
It has various reports and dashboards which we can use with the help of Zendesk Explore option...
It has various reports and dashboards which we can use with the help of Zendesk Explore option...
What do you like best about Zendesk Support Suite?
It has various reports and dashboards which we can use with the help of Zendesk Explore option. It also has triggers and automations which help us automating various processed. It also supports some apps like time trakcing app which help in tracking the time of agents on various tickets. Also helps in creating support artciles and providing customer porttal to clients. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
Zendesk Support takes substantial time to respond. their TAT can be much better. And account manager assigned by them are not easy to reach. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
We have 1000+ clients and 100+ implementation specialists who work client change management requests. Zendesk provide a platform for our ticketing soultion and also gives transparency to clients by giving them access to Customer Portal via which they can check the statis of their support requests. Review collected by and hosted on G2.com.
It has various reports and dashboards which we can use with the help of Zendesk Explore option. It also has triggers and automations which help us automating various processed. It also supports some apps like time trakcing app which help in tracking the time of agents on various tickets. Also helps in creating support artciles and providing customer porttal to clients. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
Zendesk Support takes substantial time to respond. their TAT can be much better. And account manager assigned by them are not easy to reach. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
We have 1000+ clients and 100+ implementation specialists who work client change management requests. Zendesk provide a platform for our ticketing soultion and also gives transparency to clients by giving them access to Customer Portal via which they can check the statis of their support requests. Review collected by and hosted on G2.com.
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Great Support Tools All in One Plac...
What do you like best about Zendesk Support Suite?
I think it is great to use Zendesk Support Suite as it has all the tools in one place to manag...
I think it is great to use Zendesk Support Suite as it has all the tools in one place to manag...
What do you like best about Zendesk Support Suite?
I think it is great to use Zendesk Support Suite as it has all the tools in one place to manage tickets (support requests) from incoming customers or internal personnel to also being able to reach out internally to other teams so is their help is needed on a request. It also links/connects with Jira so any related tickets can be easily viewed with a click. The ticket urgency and SLA are also well-organized so it can be sorted by priority of customers and issues. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
There aren’t much real downsides. The only issue is when a particular team does not have access to ZD. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
It is solving the management of customer support and service, and it is a benefit as it is all organized very well in one place, where multiple teams can view specific customer issues and requests. Review collected by and hosted on G2.com.
I think it is great to use Zendesk Support Suite as it has all the tools in one place to manage tickets (support requests) from incoming customers or internal personnel to also being able to reach out internally to other teams so is their help is needed on a request. It also links/connects with Jira so any related tickets can be easily viewed with a click. The ticket urgency and SLA are also well-organized so it can be sorted by priority of customers and issues. Review collected by and hosted on G2.com.
What do you dislike about Zendesk Support Suite?
There aren’t much real downsides. The only issue is when a particular team does not have access to ZD. Review collected by and hosted on G2.com.
What problems is Zendesk Support Suite solving and how is that benefiting you?
It is solving the management of customer support and service, and it is a benefit as it is all organized very well in one place, where multiple teams can view specific customer issues and requests. Review collected by and hosted on G2.com.
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Overall
Zendesk Support Suite offers a powerful set of tools to streamline customer support, valued for its intuitive interface and extensive features like customizable reports and ticket management. With easy setup and strong customer service, it’s a reliable choice for various business needs. However, its many features can overwhelm newcomers, and certain integrations and functionalities like automatic refresh and Microsoft Teams connection need refining. Despite these challenges, Zendesk remains a strategic investment with a generally positive sentiment.
Zendesk pricing
No pricing is available.
User reviews
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Zendesk FAQ
What is Zendesk used for?
Zendesk provides software solutions for customer service, employee service, and sales, offering tools like ticket management, live chat, and a help desk.
How can I start a free trial with Zendesk?
You can start a free trial by visiting their website and signing up for the trial offer.
What features does Zendesk offer for customer service?
Zendesk offers features such as ticket management, live chat, community forums, and an Answer Bot to help manage customer service efficiently.
Does Zendesk provide solutions for sales teams?
Yes, Zendesk provides products specifically designed for sales, helping to streamline and enhance the sales process.
What is the Sunshine platform in Zendesk?
The Sunshine platform by Zendesk is a flexible, modern customer relationship management platform built to adapt to business needs.
How can Zendesk help with employee services?
Yes, Zendesk has solutions tailored for employee services, aiding in internal support and operational efficiency.
How can I contact Zendesk for support?
You can contact Zendesk for support through their contact page on the website.
Are there resources and guides available for creating a help center?
Yes, Zendesk provides resources such as a guide with 6 tips for creating a thriving help center.
What data protection features does Zendesk offer?
Zendesk offers advanced privacy and data protection features to ensure secure operations and safeguard user data.
How can I subscribe to updates from Zendesk?
You can subscribe to receive news and updates from Zendesk through their website subscription option.
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Dooly helps streamline sales processes by using AI-generated insights and integrating seamlessly with tools like Salesforce and Slack.
Brand24 employs AI to monitor mentions across various platforms and analyze sentiment, helping you protect brand reputation with insightful reporting.
Enhance video and photo quality using AVCLabs, powered by AI.
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About the author
M. Kooiker
As an experienced online marketeer with a longstanding interest in AI, I've immersed myself in the latest AI advancements in recent years. Passionate about innovation, I actively test AI tools and dedicate myself to guiding users in selecting the right technology. My mission is to connect people with cutting-edge AI solutions.