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Over Zendesk Suite

Zendesk Support is de toonaangevende helpdesksoftware voor betere klanttevredenheid.

Meer informatie over Zendesk Suite

Pluspunten:

Zendesk has solved so many issues in one program. Pricing is good and a fair price.

Minpunten:

There are issues at times with uploading data and exporting data. Sometimes data is deleted or missing for no reason.

Beoordelingen van Zendesk Suite

Gemiddelde score

Gebruiksgemak
4,3
Klantenservice
4,3
Functies
4,4
Waar voor je geld
4,2

Waarschijnlijkheid van aanbeveling

8,2/10

Zendesk Suite heeft een totaalscore van 4,4 van 5 sterren op basis van 3.912 gebruikersreviews op Capterra.

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Reviews filteren (3.912)

Anthony
Marketplace Specialist in Nederland
Kleding en mode, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Brandfield review Zendesk Suite

4,0 11 maanden geleden

Opmerkingen: Fijn programma in gebruik en makkelijk te implementeren.

Pluspunten:

Een overzichtelijk programma waar alle klantcontact op binnenkomt. Dit maakt het makkelijk om snel te reageren op vragen van klanten.

Minpunten:

Het gebruiksgemak had in mijn beleving nog wat beter gekund. Nu zijn er nog verschillende routes nodig/mogelijk om op de juiste plek te komen.

Milan
Customer Experience Manager in Nederland
Luxeartikelen en sieraden, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Zendesk Review

5,0 8 maanden geleden

Opmerkingen: In het algemeen is Zendesk het beste platform voor tickets en alle soorten van contact.

Pluspunten:

Het is een platform waarop alle tickets gelijk te zien zien, wat het overzichtelijk maakt. Verder kunnen andere collega's tickets van je inzien, dus bij afwezigheid kunnen deze alsnog tijdig worden opgepakt

Minpunten:

Voor nieuwe gebruikers is het moeilijk om gelijk hun weg te vinden. Verder is het een vrij duur programma.

Kees
Customer Experience Manager in Nederland
Marketing en reclame, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Review Zendesk Suite

5,0 10 maanden geleden

Opmerkingen: Een fijn programma om mee te werken, vooral door de overzichtelijkheid.

Pluspunten:

Op dit platform kan je eenvoudig zien wanneer, waarom en hoe een klant contact met je opneemt. Verder is de geschiedenis van chats eenvoudig terug te vinden.

Minpunten:

Voor beginnende mensen op het platform is het moeilijk te navigeren.

Pepijn
Marketplace specialist in Nederland
Kleding en mode, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Pepijns review Zendesk

4,0 11 maanden geleden

Opmerkingen: Ik heb erg fijne ervaringen met Zendesk, ik kan erg makkelijk mijn klanten van dienst zijn en zie het erg overzichtelijk.

Pluspunten:

Voorheen gebruikten wij MessageBird en dat was een lastiger programma om mee te werken. Nu we Zedesk hebben kunnen we de klanten beter van dienst zijn. Het mooie aan Zendesk vind ik de gebruiksvriendelijkheid.

Minpunten:

Er worden kleine 'stickers' gebruikt achter de naam van de klant. Daarmee wordt aangeduid of de case open, geparkeerd of closed is. Dit kan duidelijker.

Oscar
Oscar
Manager in Mexico
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

Zendesk = Great help desk

5,0 3 jaar geleden

Opmerkingen: We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

Pluspunten:

It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets. For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

Minpunten:

The licensing scheme could improve. In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

James
Music Manager in Canada
Muziek, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Steve Rob Music - Zendesk Suite Review

5,0 vorige maand Nieuw

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

Pluspunten:

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!

Minpunten:

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.

Jason
CTO in VS
Detailhandel, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Overwogen alternatieven:

Worst Support in Industry

3,0 vorige maand Nieuw

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Olivia
CEO in Canada
Detailhandel, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

What a life saver

5,0 4 maanden geleden

Opmerkingen: I’d be lost without Zendesk for our customer support.

Pluspunten:

We were using Gmail to manage customers enquires prior to using Zendesk. Zendesk is a hundred times more robust and gives us the ability to stay organized and maintain transparency between teammates.

Minpunten:

We had to have an engineer setup Zendesk exactly how we wanted for our custom website.

Shalonda
Purchasing Manager in VS
Ziekenhuis- en gezondheidszorgbranche, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Suite Life of Zendesk

5,0 vorige maand Nieuw

Pluspunten:

It literally keeps track of everything. And we have the ability to add in more parameters. As well as take away parameters if no longer needed.

Minpunten:

Being unable to CC appropriate parties inside Zendesk.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Telecommunicatie, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Top notch ticketing system

5,0 4 weken geleden Nieuw

Pluspunten:

As an administrator, Zendesk offers a comprehensive set of tools for managing customer support operations. The ticketing system is robust and customizable, allowing us to tailor workflows to our specific needs. The reporting and analytics features provide valuable insights into support performance metrics, enabling us to identify trends and areas for improvement.

Minpunten:

Zendesk's customer service is generally responsive, occasional delays in resolving technical issues can disrupt operations.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Detailhandel, 201-500 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Take your customer service team to the next level

5,0 vorige maand Nieuw

Pluspunten:

We like Zendesk because it makes it easy for our team to connect with our customers and address any issues they have with our products. We can build credibility because our After Sales communication was improved dramatically when we started using Zendesk.

Minpunten:

Nothing at the moment, but if we see something, I might update this review.

Ashley
Ashley
Owner in VS
Geverifieerde LinkedIn-gebruiker
Horeca, Zelfstandig ondernemer
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Its a good app

4,0 vorige maand Nieuw

Opmerkingen: overall its bee. A great experience. I definitely recommend it

Pluspunten:

its easy to use and navigate. The layout is great also.

Minpunten:

it does take a bit of time for them to answer

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, Zelfstandig ondernemer
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Support ticket management with Zendesk Suite

4,0 2 maanden geleden

Pluspunten:

Zendesk Suite provides an user-friendly interface, you can easily get in contact with the customers/users through support tickets, the system organization is pretty neat as you can establish which member of the support team gets assigned the tickets.

Minpunten:

Sometimes the "real time notifications" would take a while to be sent.

Ashley
Veterinary Technician in VS
Diergeneeskunde, 501-1.000 werknemers
Heeft de software gebruikt voor: Gratis proef
Bron van de reviewer

ZenDesk For CSR Application in Vet Office Setting

3,0 vorige maand Nieuw

Opmerkingen: Overall it was decent maybe not applicable in the veterinary setting but in other settings I can see it being very successful

Pluspunten:

Zendez helps streamline questions that our customers may have and get some to us you can timely manner

Minpunten:

Hard to use and get used to using however easier once you use it

Justin
Digital Marketing Specialist in VS
Rechtspraktijk, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Overwogen alternatieven:

Has a Lot, but Surprised By What it Lacks

4,0 5 jaar geleden

Opmerkingen: Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there.

Pluspunten:

The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators.

Minpunten:

The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.

Ted
Ted
Production Support Coordinator & IT Specialist in VS
Geverifieerde LinkedIn-gebruiker
Mijnbouw en metalen, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Overwogen alternatieven:

Need help from Zendesk? Forget it. Don't even bother.

5,0 4 jaar geleden

Opmerkingen: Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Pluspunten:

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Minpunten:

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

Govindraj
Head of Support in India
Horeca, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Productivity and Efficient Support tool

5,0 4 jaar geleden

Opmerkingen: We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software

Pluspunten:

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Minpunten:

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.

Denise
Denise
Marketing Specialist in VS
Geverifieerde LinkedIn-gebruiker
Marketing en reclame, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

This helps us to better serve our customers

4,0 2 jaar geleden

Opmerkingen: We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.

Pluspunten:

There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.

Minpunten:

New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.

Narendra Kumar
Assistant Manager - SEO in India
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

Best Email Support Platform, If you are dealing with more Customers.

5,0 2 jaar geleden

Opmerkingen: Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours.

Pluspunten:

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Minpunten:

Not sure, as I didn't find any flaws in my usage time.

Dan
IT manager in VK
Milieudiensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

A very flexible tool

5,0 vorig jaar

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Kendall
Human Resources Generalist in VS
Horeca, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

An excellent customer support software is Zendesk

4,0 11 maanden geleden

Opmerkingen: Extremely simple to set up and begin using immediately. The agents are really enthusiastic about it and have accepted it quickly. Super user-friendly and packed with options. Excellent for plugging into preexisting infrastructure and developing bespoke APIs.

Pluspunten:

Zendesk is more refined than its competitors, Help Scout and Vantive. It's more feature-rich, and its user interface is pleasant to look at and use. Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients.

Minpunten:

I prefer learning in the here-and-now, but they only offer materials for independent study. There is no personalized training, and I have to put in more time studying than I have available. Given the high cost of this software, I would have anticipated some sort of orientation.

Misty
IT Manager in VS
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Overwogen alternatieven:

Zendesk is a good tool to have in your tool kit.

4,0 4 maanden geleden

Opmerkingen: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations. The intuitive interface, robust ticket management, and knowledge base features contribute significantly to providing a better customer support experience.

Pluspunten:

The standout feature of Zendesk Suite is its seamless integration of various customer support tools, providing a unified platform for ticket management, knowledge base, and communication channels. This integration enhances efficiency, reduces response times, and contributes to an overall improved customer support experience.

Minpunten:

One drawback is that the pricing structure of Zendesk Suite can be relatively higher compared to some competitors, which might be a consideration for budget-conscious organizations.

Erica D.
Erica D.
Director Of Administration in VS
Geverifieerde LinkedIn-gebruiker
E-learning, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great software, terrible support (ironically); Hope you don't have to leave

4,0 6 jaar geleden

Opmerkingen: Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Pluspunten:

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Minpunten:

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

Cody
Business Analyst in VS
Informatiediensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Modern customer facing companies need a modern customer facing solution

5,0 3 jaar geleden

Pluspunten:

The format of the ticket interface lends its self to serving email based communications very well. At a glance I can easily see all tickets sent by a specific requester or business and prioritize based on the severity of the issues being described. The help center and chat button that can be integrated into custom applications can be a game changer when it comes to self service. Inbound and outbound call recordings are super critical especially for our finance team to ensure we have a reliable means of keeping proof of what was said.

Minpunten:

The cost is ever increasing while they shift features away from lower tiers and pay wall them behind more expensive tiers of their service. We used to have rich analytics with Gooddata. Since they moved to building their own analytics add in a company has to be at a minimum tier of Zendesk and then purchase the Explore add in. From there someone needs to familiarize themselves with the add in service and create the data sets they need. Zendesk's own support team's response time has become abysmal. It takes weeks to hear back from anyone despite adding words like "urgent" "critical" "time sensitive" in the subject line and the body. If you're get a response, you just hope it's comprehensive enough to solve the problem on the first try, but more often than not the support agents miss the point or gloss over the issue and provide a support article that doesn't help solve the issue. Getting tickets escalated to a higher tier on complex issues can take months to achieve. This is all very ironic from a company making money hand over fist and yet can't keep up with customer support demands.

Goma
Instructor in Nepal
Management non-profit organisaties, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Streamlined Support with Room for Improvement

4,0 vorig jaar

Opmerkingen: The initial steps of getting everything up and running may require some extra effort and time to navigate through. When it comes to customization, I have noticed certain limitations within Zendesk Suite. While there are options available, I have found that users might feel restricted when trying to customize ticket forms, chat widget appearance, and reporting templates. Having more extensive customization options would greatly benefit businesses, as it would allow us to align the software more closely with our branding and specific requirements. This level of customization would help create a consistent and personalized experience for our customers.

Pluspunten:

The best feature of Zendesk Suite is the integration of multiple tools into a single platform. This integration allows for seamless coordination between different channels, such as chat, phone support, and knowledge base articles, providing a comprehensive customer service solution. The ticketing system in Zendesk Suite streamlines the process of handling customer inquiries. With customizable ticketing fields and automation options, I can easily categorize and prioritize tickets, ensuring that no customer query goes unanswered.

Minpunten:

The initial setup process can be overwhelming. Simplifying the onboarding experience and providing more intuitive setup guides would make it easier for new users to get started quickly. Also, more customization options for ticket forms, chat widget appearance, and reporting templates would be beneficial. While Zendesk Suite offers basic automation capabilities, incorporating more advanced automation features would be a welcome addition. The pricing structure of Zendesk Suite might be a consideration for some businesses. While the software provides excellent value for its functionality, pricing tiers could be made more flexible to accommodate the varying needs and budgets of different-sized organizations.