What Is Zendesk Suite?

Zendesk Suite is the customer service solution that is easy to use and scales with your business. On average, companies using Zendesk increase customer satisfaction by 25% and agent productivity by 30% - at any scale. Your customer interactions live in a single interface with features like web widgets, pre-defined ticket responses, and more. Get set up and run quickly. Zendesk Suite includes Ticketing System, Help Center, Community Forum, Messaging, Talk, Explore, and Sunshine Conversations.

Who Uses Zendesk Suite?

Over 160,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.

Zendesk Suite Software - 1 Zendesk Suite Software - 2 Zendesk Suite Software - 3 Zendesk Suite Software - 4

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Zendesk Suite Reviews for Indian Users

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.3
Features
4.3
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Ina
Ina
freelancer in Iceland
Verified LinkedIn User
Information Technology & Services, Self Employed
Used the Software for: 1-5 months
Reviewer Source

Very nice customer service and support platform

5.0 2 months ago New

Comments: In my experience, Zendesk Suite is effective platform for managing customer service and support. The platform's user-friendly interface and wide range of features make it easy to track and resolve customer issues.

Pros:

The integration with other tools, such as CRM platforms. One of the best features of Zendesk Suite is its knowledge management tools, which allow businesses to create and share knowledge bases and support documentation with customers and team members. This can be a major time-saver for customer service teams, as it allows them to quickly access the information they need to resolve issues.

Cons:

Depending on the subscription plan Zendesk Suite can be a relatively expensive . It's important to carefully evaluate the features and capabilities of the platform to ensure that it aligns with your needs and budget.

Dan
IT manager in UK
Environmental Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A very flexible tool

5.0 3 weeks ago New

Comments: ZenDesk is a solid cloud-based tool and very good value for money.We operate it since 2015 and it doesn't give us many problems, we probably not using it to its full capacity as it is mostly used as a dispatch tool hooked up with online forms.

Pros:

Deployment is quick.A development test bed is available for an extra fee.The search is very accurate.Good selection of ready-made APIs.Flexible API templates.Many useful add-ons in the marketplace.WYSIWYG is stable and allows sandboxing.Scheduling of holidays is taken care of out of the box.Very customisable.Nice and rich reporting engine with good selection of export options.

Cons:

The settings section is now separated from the main product; why?In previous versions, the settings were under the same window as the product making changes a breeze, now it's clunky with more buttons to push.Human help is not great, phoning help is almost impossible in the UK.When you get someone to call you back the support is not bad though not always aligned with standard 9-5 working days.Many help pages are dated.

Abid
Pharmacist in Saudi Arabia
Pharmaceuticals, 501-1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Excellent

3.0 last month New

Comments: Excellent

Pros:

Impactful software mangment system and problem solving

Cons:

Quick and comprehensive accuracy regarding time

Benjamin
VP Operations and Technology in Canada
Computer Software, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Solid System to Capture Customer Emails and Calls

4.0 3 months ago

Comments: Zendesk has been helpful for us to help collect our emails, form captures and calls. Sort them within a ticketing system, and prioritize the tickets as needed. And send them to the person who will reply. Not having someone who has to answer the phone, and then pass that message to the appropriate person is a big help for us.

Pros:

We have connected Zendesk to our contact form on our website, and our phone system. Whenever someone fills out any of our forms, this heads to Zendesk. Whenever someone calls our phone number, Zendesk records the call and also attempts to make a text version of the call (not always the greatest, but not too bad). We no longer have to have someone answer the phone with this service, which has saved us a lot of hassle.

Cons:

It often feels like Zendesk wants the information to stay within Zendesk. As a small company we may get support emails, sales emails, people applying for jobs, etc. all of which need to get to different people, and it could be easier to get the email directly to that person. The speech-to-text for the calls could be a bit better too (though we appreciate the feature!).

Ahmed
Ahmed
Founder, Biomedical Engineer & Data Scientist in Egypt
Verified LinkedIn User
Information Technology & Services, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Revolutionizing Customer Support with Zendesk Suite.

5.0 2 weeks ago New

Comments: Our experience with Zendesk Suite has been extremely positive. The software is intuitive and easy to use, making it simple for our team to efficiently handle customer inquiries and concerns. The Ticket Management feature, in particular, has been incredibly impactful, allowing our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.The Sales Pipeline Management feature has also been a valuable asset, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility.Integration with other applications and services has been seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support. The reporting and analytics feature provides valuable insights into customer behavior and preferences, allowing us to make data-driven decisions.Zendesk Suite has been a valuable asset to our company, helping us to improve our customer support and resulting in a positive customer experience. It's also worth noting that Zendesk Suite's customer support is top-notch, they are always available to assist and answer any questions, and they constantly release updates to improve the software.

Pros:

- The software is highly intuitive and easy to use, allowing our team to quickly and efficiently handle customer inquiries and concerns. - The Ticket Management feature is particularly impactful, as it allows our team to prioritize and organize customer inquiries in a way that maximizes efficiency and effectiveness.- The Sales Pipeline Management feature is also very useful, as it helps our team stay on top of potential sales opportunities and effectively manage and close deals. - The Multi-Channel Communication feature is also a standout, as it enables our team to communicate with customers through a variety of channels, providing convenience and flexibility. - The integration with other applications and services is seamless, allowing our team to easily access and utilize the information and tools they need to provide the best possible customer support.

Cons:

- One thing that could be improved is the customization options for certain features such as Customizable Forms, while they do provide some level of flexibility, it could be beneficial to have more options to tailor it to specific needs of the business. - The Reporting/Analytics feature a bit complex and difficult to navigate, and it might be beneficial to make it more user-friendly.