Über Zendesk Suite

Zendesk ist eine cloudbasierte Helpdesk-Management-Lösung, die anpassbare Tools zur Erstellung eines Kundenserviceportals, einer Wissensdatenbank und von Online-Communitys bietet. Die Lösung bietet ein anpassbares Front-End-Portal, Live-Chat-Funktionen und die Integration in Anwendungen wie Salesforce und Google Analytics. Zendesk wird von kleinen bis hin zu großen Unternehmen in einer Vielzahl von vertikalen Märkten eingesetzt, einschließlich Technologie, Regierung, Medien und Einzelhandel.

Das Online-Kundenportal von Zendesk hilft Support-Mitarbeitenden dabei, erstellte Tickets und deren Status zu verfolgen. Kunden können bestehende Tickets durchsuchen, um Antworten auf Fragen zu finden, die ihrer Frage ähneln, und ihre eigenen Tickets im Portal erstellen, wenn sie das nicht zufriedenstellt. Zendesk bietet auch Branding von Support-Seiten mit Business-Logos, Themen und Markenbildern an.

Zendesk ermöglicht es Unternehmen, eine Wissensdatenbank aufzubauen, um einige der häufigsten und sich wiederholenden Fragen anzusprechen. So können Kunden grundlegende Fragen durchgehen, die im Allgemeinen gestellt werden. Mit Zendesk können Unternehmen auch eine Online-Community einrichten, in der ihre Kunden Fragen posten und auf laufende Diskussionsthreads antworten können.

 

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Zendesk Suite Preis

Zendesk Suite bietet keine Gratisversion, aber eine kostenlose Testversion. Die kostenpflichtige Version von Zendesk Suite ist ab 55,00 €/Monat verfügbar.

Startpreis:
55,00 €/Monat
Kostenlose Version:
Nein
Kostenlose Testversion:
Ja

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Nutzerbewertungen zu Zendesk Suite durchsuchen

4.022 von 4.022 Bewertungen
Sortieren nach:
Mohammad
Mohammad
  • Branche: Computer- & Netzwerksicherheit
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 20.4.2023

Ein sehr gute Software (Enthält viele Funktionen und Futures)

Sehr gute Software aber wünsche noch mehr Verbesserung

Vorteile

Echtzeit Benachrichtigung ist top, also hat uns als Team sehr gut geholfen. Außerdem hat der Software viele hilfreiche Tools, die man nutzen kann, um der Zusammenarbeit zu verbessern.

Nachteile

Von mir aus war kostet einbisschen höher als die anderen Software

Lutz
  • Branche: Kino & Film
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 11.1.2023

Tolles Programm

Vorteile

Es ist sehr einfach zu bedienen und macht den Kundensupport sehr einfach. Ein Kunde zwei Mitarbeiter? Kein Problem. Läuft reibungslos

Nachteile

Beim starten oftmals etwas langsam. Kann aber auch am Arbeitsspeicher liegen

Töffel
  • Branche: Gastgewerbe
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 31.10.2022

Sehr zufrieden wir nutzen das schon seit ein paar Monaten

Wir sind vollkommen zufrieden und würden die Software weiterempfehlen

Vorteile

Dass man viele Möglichkeiten hat sich besser zu informieren um die Software besser zu verstehen

Nachteile

So viele Möglichkeiten können zur Orientierungslosigkeit führen

Axel
  • Branche: Bau
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Wöchentlich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
2

4
Bewertet am 8.12.2022

Simpel und Übersichtlich

Vorteile

Die einfache Handhabung und der gute Überblick der bereitgestellt wird

Nachteile

Die komplizierten Beschreibungen und Unterpunkte

Andrew
Andrew
  • Branche: Computer-Software
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
0

4
Bewertet am 6.11.2023

Great System for Support Ticket Management

Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes.

Vorteile

Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow.

Nachteile

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

Derek
  • Branche: Erholungseinrichtungen & -dienstleistungen
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
2

5
Bewertet am 21.11.2024

Ease of Communication with Customers

Zendesk has made our communications way easier. Once we set it up correctly, it's increased our support for customers.

Vorteile

Zendesk allows us to stay connected with customers. With the ticketing system, we are able to reply to all customer emails promptly without missing any communications.
The ability to create tickets through the API, external email, and their web plugin is integral in our communication. The FAQ help through the web plugin also helps cut down on questions and provides our customers with a convenient way to answer questions on their own, before needing to reach out to us.

Nachteile

Setup can be a bit confusing with managing users in both admin and the support sections of the suite. Other setup issues was the complexities of macros and making sure multiple emails creates a thread correctly.

Mark
  • Branche: Baumaterial
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
2
Bedienkomfort
2
Kundenbetreuung
1

1
Bewertet am 6.12.2024

Zendesk hate customers

For a company that makes software focused around customer support it's amazing that their own customer support is so terrible. They don't listen, they don't answer and they don't care. All they want is for you to pay and shut up.

Vorteile

Some of the functionality works. I guess it does the job if you want to pay a premium for nothing.

Nachteile

The customer service is terrible. They don't care about bugs. If you intend to be an advanced user; building integrations etc then this just won't work out well.

In Betracht gezogene Alternativen

Dynamics 365 und Salesforce Sales Cloud

Warum Zendesk Suite gewählt wurde

We grew out of Freshworks. Zendesk seemed like the market leader. We were wrong.

Zuvor genutzte Software

Freshdesk

Gründe für den Wechsel zu Zendesk Suite

I really dont know. Maybe I was drunk at the time.
Mark
  • Branche: Computer-Software
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

4
Bewertet am 21.1.2025

Good ticketing and support tool

A good system all round, I’ve used it at both small and large companies and it’s helped us serve and support our customers.

Vorteile

Great ticketing system with decent live chat. Good for building a knowledge base that’s user friendly and simple to setup. Good for both small and large organisations.

Nachteile

it’s not the most flexible system to customise.

In Betracht gezogene Alternativen

HelpDesk

Gründe für den Wechsel zu Zendesk Suite

Ease of setup, good chat, and past experience with zendesk tools.
Crystal
  • Branche: Computer-Software
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 19.1.2025

Excellent way for a team to respond to your customers quickly

Overall, very pleased with ZenDesk for my team to support our customers and users. We are able to respond to tickets quickly and efficiently and it keeps our customers happy. It's much simpler to use than a shared email inbox.

Vorteile

ZenDesk is a great tool to address customer inquiries and complaints. My team and I can quickly respond to customer support tickets, tag tickets with keywords, such as "bug, "complaint", "praise" and more. We are able to also set the status for each ticket and assign to a specific user. The user interface is very simple and user-friendly. You don't get lost in the details of the tool because it's straight forward.

Nachteile

The spell check feature lags a bit from time to time, so it's easy to send a response with an error when responding quickly. It's also susceptible to spam inquiries. My team and I get several (10-20) spam inquiries written in Chinese on a daily basis. They are aware of the issues, however, there has not been resolution for quite some time.

Rudy
Rudy
  • Branche: Internet
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
2
Bedienkomfort
2
Kundenbetreuung
1

1
Bewertet am 30.6.2024

Worst Experience with Zendesk Suite - Avoid at All Costs

Our overall experience with Zendesk Suite was dreadful. Despite being long-time users, we faced continuous hassles and struggles, particularly with their payment structure and unresponsive support team. When we attempted to downgrade our user numbers, a small oversight led to an automatic renewal, and our account manager failed to respond in time. This resulted in unnecessary charges that we could not afford, and Zendesk showed no willingness to provide a solution. In the end, we lost all our data and help center content. Their rigid policies, poor customer service, and illogical pricing model have caused significant damage to our business. I strongly advise against using Zendesk Suite as there are far better alternatives available.

Vorteile

The platform had a good reputation and seemed like a reliable choice based on its longstanding presence in the market.

Nachteile

Extremely poor customer service and support.
Payment methods and structure are convoluted and inflexible.
Account managers are solely focused on making money rather than helping customers.
Unresponsive and evasive support team, often citing vacations as a reason for delays.
Inability to downgrade user numbers in a timely manner, leading to unnecessary charges.
Lost all our data and help center content due to their rigid policies.
Overall, their pricing model and policies are illogical and harmful to loyal customers.

In Betracht gezogene Alternativen

tawk.to und Intercom

Gründe für den Wechsel zu Zendesk Suite

We chose Zendesk Suite over alternatives like Intercom and Tawk.to because of its longstanding reputation and perceived reliability. Being one of the oldest players in the market, we believed that Zendesk's experience and established presence would offer a robust and dependable solution for our customer support needs. Additionally, we liked the way the help center works, so it fit our needs.
Chersie Alyssa
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 7.12.2024

Zendesk Suite Review

I have utilized Zendesk as a key tool in my work for the past three years. Its capabilities have significantly streamlined my tasks and enhanced my efficiency.

Vorteile

This tool is designed to be user-friendly and significantly enhances my work efficiency.

Nachteile

On the tool itself, I personally have not encountered any issues using this tool

Cynthia
  • Branche: Professionelles Training & Coaching
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 4.1.2025

You won't use another ticket manager after this.

I love it, I genuinely use it every day to manage client requests and it makes my workflow super easy.

Vorteile

It's simple and to the point. This is what great products are about. Have just the right functionalities and organization offers to easily contact clients and manage request tickets.

Nachteile

This is just a whim, but a way to tweak the views that don't require preset rules for individual users would be great. Only some options are "order by". A way to follow up on bad reviews from clients without opening a separate ticket or just removing them from the count after being taken care of would make for a nice morale boost.

Malkiel
  • Branche: Großhandel
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 30.12.2024

Zendesk if a very complete software for customer service and IT

The ticketing system, filtering tickets, and how you are able to asign tickets in the system, it was very good to manage customer service for online stores, tickets for IT, and much more. it was an Excellent service.

Vorteile

What I liked the most about Zendesk is all the features it contains to manage customer service and technical support, it is really a complete software and ecosystem.

Nachteile

The chat service service to use for customer service, we had to use a different CRM for the chat service.

Greg
  • Branche: Druck
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
3

4
Bewertet am 2.1.2025

Long term user - solid product!

Zendesk is a solid platform that we have used for over 12 years, and helps to serve our customers well. As a customer facing tool for users of our SaaS platform, we utilise Zendesk support & gather for ticketing and KB respectively.

Vorteile

The clarity of information, and integrations with 3rd party systems within our tech stack such as JIRA and Custify.

Nachteile

There are certain areas which we would prefer to customise wordings / status' that are cumbersome but unable to change which can impact our usage. Reporting can be very hit & miss!

Misty
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

4
Bewertet am 1.2.2024

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

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.

Vorteile

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.

Nachteile

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.

Johan
  • Branche: Computer-Software
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 21.8.2024

The support tool with extra everything

We have tried several support tools for best possible support to our customer.
Zendesk Suite have everything bundled so you don't need to use diffrent tools

Vorteile

It's easy to use and have everything you need for your Customer Service

Nachteile

Nothing really bad about it, maybe the UI could be better sometimes.

In Betracht gezogene Alternativen

JIRA Service Management und HubSpot Service Hub

Gründe für den Wechsel zu Zendesk Suite

Zendesk Suite have better options for all different needs.
Jahidul
  • Branche: Fluggesellschaften/Luftfahrt
  • Unternehmensgröße: Selbstständig
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 6.10.2024

"Zendesk Suite: A complete support platform that delivers high-quality service, but can be...

However, while the platform provides extensive customization options, configuring advanced workflows or integrations can be complex and may require technical expertise. Additionally, the pricing can quickly escalate as more features or agents are added, which could be a drawback for smaller teams or businesses with budget constraints.

Vorteile

It integrates multiple customer service channels like email, chat, social media, and phone into a single platform, providing a seamless customer support experience.

Nachteile

Zendesk can become expensive, especially for smaller businesses as they scale or require more advanced features. The per-agent pricing model may also be a limitation for growing teams.

Protima
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 24.8.2024

Very helpful tool for customer services with multiple options : Chat, Email, Messaging, Calls

It makes day to day tasks easy.
Chat, Email, Messaging, Calls options to do the daily tasks.
Internal notes option helps to keep track of the status of the tickets/concerns.
Links of Guru, Atlas can be attached for references.
Multiple tasks and concerns can be handled together.

Vorteile

Multiple helpful tools like email, voice, text messages, internal notes and live chat to communicate with the customers.

Nachteile

All tools and options are helpful. All is good.

Jamie
  • Branche: Personalbeschaffung & -besetzung
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 9.10.2024

Zendesk is the way to go!

Zendesk is very helpful when we have issues with any of our programs, it is hands off and they have a very fast turnaround while sharing the final data with us as well as tickets for each.

Vorteile

Zendesk is amazing! We utilize it for several of our internal programs and they are on top of any and all support needs that come in.

Nachteile

I actually have not a single complaint at this time

Nikita
Nikita
  • Branche: Maschinerie
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 4.7.2024

Strong Customer Support Tool

Vorteile

We ended up having to switch to Zendesk from other ticket support systems due to complexities in developments required for our needs.

Zendesk matched our needs in more functions and was safer and faster to deal with on many levels. The interface is all there and what anyone would expect from the tool, many features truly save time and cut on repeated actions.

We mainly use it for ticketing our external dealers and customers related to working with us as well as their App tickets.

Nachteile

There is not a lot to mention here. However, support sometimes could have been handled better and not so slow for a desk management software, some FAQ and learning or informative pages feel outdated.

Mercy
  • Branche: Automotive
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 21.5.2024

THE KEY IN YOUR ORGANIZATION EVERY 24.7.12.365

Vorteile

It makes our aupport operations fast and smooth

I like that it is all in one solution
Guests can easily and quickly navigate it

Nachteile

This is the platform of the year no regrets at all

Tareq
  • Branche: Immobilien
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
2

5
Bewertet am 3.10.2024

Zendesk - tracking communication master

amazing, i dont know what i would do without zendesk in my role. It made tracking everyhting so easy

Vorteile

zendesk is so good. its a better version of email. I would say zendesk was so confusing to use at first, but after awhile, oh gosh, its really amazing. Zendesk can track everything and my favorite feature would be the numbers assigned to tickets. you can always refer to anything as long as you have the number

Nachteile

what i hate about zendesk is they keep changing the format a lot. After getting used to one format, they go ahead and change it which takes a while to get used to.

Bo
Bo
  • Branche: Bankwesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 4.10.2024

Best for Banking

We optimised the customer support operations using Zendesk, and with other Zendesk products.

Vorteile

I believe Zendesk and products were built and designed for finance/banking industry, as the usage and features are exactly matching the team's needs.

Nachteile

There is just not a basic version of Zendesk that you can use, it always comes or needs additions, which means extra setup, cost, time, and training.

Verifizierter Rezensent
  • Branche: Telekommunikation
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 17.5.2024

Top notch ticketing system

Vorteile

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.

Nachteile

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

Asif
Asif
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 16.8.2024

Complete ticketing tool

Fine , reliable and organized ticketing tool with sla management and to keep track of status and accurate timeline of all the support tickets. Easy to configure and automate responses on the tickets.

Vorteile

Highly performant ticket tool with complete options.
Easy login through SSO and reliable tool.
Can easily configure profile , signature and automated replies in tickets.

Nachteile

On mobile and personal hotspot internet it works little slow.

Oni
  • Branche: Professionelles Training & Coaching
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 3.9.2024

Good helpdesk tool with many features

As well, it saves me so much hassle concerning the enhancement of the workflow. Issues can be handled and resolved a lot quicker adding to the satisfaction of both myself and my clients.

Vorteile

It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.

Nachteile

It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.

Stephanie
  • Branche: Textilien
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 18.9.2024

Efficient Customer Support with Zendesk Suite

My overall experience with Zendesk Suite has been excellent. It's easy to use, customizable, and has significantly improved our customer support process. Highly recommend it!

Vorteile

The user interface is super intuitive, which makes managing customer interactions easy. Overall, it's really improved how we handle customer service.

Nachteile

There haven't been any major drawbacks so far. Zendesk Suite has been smooth and effective for our needs as a team.

Juan
Juan
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 13.11.2023

The best solution for customer service

This platform is the best complete and versatile solution that allows any company to efficiently manage its customer service in the simplest and most comfortable way possible. Although it has some disadvantages and can be expensive for some businesses, the benefits it offers, such as centralizing customer communication and automating tasks, make it a valuable tool for improving the customer experience. Using this tool with adequate training and a solid strategy offers exceptional customer service, which makes a difference in the satisfaction and loyalty of each customer.

Vorteile

I like this platform for being the solution for exceptional customer service as it can help you improve your customers' experience and how it can benefit your company in customer service management. It allows centralized management of all communication channels with customers. It facilitates the automation of repetitive tasks and the assignment of tickets to the most appropriate agents. It also provides analysis and metrics to evaluate customer service performance.

Nachteile

There is nothing I can say that I don't like or agree with. I think it is an excellent platform for everything it offers. In addition, it offers an intuitive and customizable interface, adapted to the needs of any business. It also offers the possibility of integrating with other tools and systems used by your company.

Adam
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 30.5.2024

Create for customer engagement

We use it for managing live chat interactions and raise tickets for follow up

Vorteile

Its live chat aystem to easy to setup and use

Nachteile

The system can be a bit tricky for new users to master

Anthony
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 3.12.2024

A truly Zen experience when using Zendesk

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.

Vorteile

My favorite aspect of the Zendesk Suite is the support section. I use it every day for managing support tickets across many sites.

Nachteile

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.

Yevgeniy
  • Branche: Gesundheit, Wellness & Fitness
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
1
Bedienkomfort
1
Kundenbetreuung
1

1
Bewertet am 18.11.2024

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

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

Vorteile

I have not found any pros in the service.

Nachteile

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.

Delicia
Delicia
  • Branche: Internet
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

2
Bewertet am 14.10.2024

Good small business program

Overall it is an ok program for a small business. Also making sure everyone is on the same page when using this system took many people in account can cause mass confusion.

Vorteile

user friendly and many options for a small business

Nachteile

Its a little tricky when trying to find options for voicemail and doesn't keep track of things over 90 days.

Ali
  • Branche: Transport/Güterfrachtverkehr/Schienenverkehr
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
3
Bedienkomfort
5
Kundenbetreuung
4

3
Bewertet am 22.9.2024

Zendesk Suite easy to use

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.

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

JIRA Service Management

Gründe für den Wechsel zu 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.
John Epok
  • Branche: Telekommunikation
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
3

4
Bewertet am 24.12.2023

Great tool for customer engagement, but a bit expensive.

Overall average - would have been above average if not for the pricing.

Vorteile

Sub-products are useful and integrated to each other. Ai has been been recently introduced as well which brings a ton of features such as ticket summarization, intent, and sentiments.

The analytics is also good but lack a few things.

Nachteile

Real-time dashboard - existing but cannot be customized.
Tiered level of support - if you’re not a Premier Support customer then wait for a few days for a reply from their supprot team.
Pricing - lots of contenders out there stepping up there games but a lot cheaper.

Gareth
Gareth
  • Branche: Vorstandsbüro
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
3
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 3.2.2025

I've moved on...

Positive. Suitable for service only, though.

Vorteile

Easy to use service software. Browser based phone call made remote team easy.

Nachteile

Cost. Sometimes a bit slow. No way to track followup with potential customers. And they keep changing stuff so its a little annoying you have to keep relearning.

Steven
  • Branche: Versicherung
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 3.6.2024

A Wonderful Tool For Technical Helddesks

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.

Vorteile

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.

Nachteile

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

ady
  • Branche: Automotive
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
3
Bedienkomfort
3
Kundenbetreuung
5

4
Bewertet am 3.2.2025

Customer facing its a sold application

Overall we still use it on our main website as its reliable and does what it says it does out of the tin.

Vorteile

Works perfectly and interface is nice from a customer perspective

Nachteile

We found it difficult to setup workflows and after the initial installation haven't managed to go any further in depth with it.

In Betracht gezogene Alternativen

WhatsApp

Gründe für den Wechsel zu Zendesk Suite

The ease to deply zendesk across our network at our main office, where whatsapp struggled with multiple users at the time.
Filippo
Filippo
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 23.1.2024

Best ticketing tool I have ever used!

My experience is overwhelmingly positive. The tool is reliable, stable, and extremely efficient.

Vorteile

The intuitive interface, role management, and customization and automation of responses via macro are the features that made Zendesk a game changer for me and my role.

Nachteile

Markdown can be tricky to use, especially if other 3rd party software for crafting text are in use. Separation between internal notes and public messages could be clearer and have better safeguards in order to send internal notes as public messages and viceversa (or a quick recall features)

Heather
  • Branche: Telekommunikation
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

4
Bewertet am 31.10.2024

Solid customer support 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.

Vorteile

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.

Nachteile

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.

Preben
  • Branche: Welthandel & internationale Entwicklung
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 26.1.2024

Resurface the power of customer service with Zendesk Suite.

It's the most customized and more simplified software which gives you the chance to install apps which you may have found useful.Its the best.The experience was satisfying.

Vorteile

Its a flexible software which is very easy to introduce.Brings collaboration between me and my team.It has helped me achieve alot and created a good relationship with my clients and my sales have doubled.Its easy to answer queries and solve any arising issues together Very easy to adopt no training required.This is the chief ingredient in building yourself.

Nachteile

Absolutely satisfying performance,I a proud user.

Nico
  • Branche: Bau
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

4
Bewertet am 29.5.2024

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

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

Vorteile

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

Nachteile

I ain't complaining about anything about this tool.

Jason
  • Branche: Einzelhandel
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
3
Bedienkomfort
2
Kundenbetreuung
1

3
Bewertet am 8.5.2024

Worst Support in Industry

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zoho Desk und Intercom

Gründe für den Wechsel zu 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.
Kalina
Kalina
  • Branche: Konsumgüter
  • Unternehmensgröße: Selbstständig
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 1.10.2024

Zendesk Suite, Is It Really Sweet?

So far my use with Zendesk Suite has been quite positive. No issues and its very reliable.

Vorteile

I love that Zendesk Suite is a realable app that allows me to provide wonderful customer support services that my customers deserve from the beginning.

Nachteile

The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available.

Tayeb
  • Branche: Möbel
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 22.3.2024

Swiss army knife of online tickets

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.

Vorteile

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.

Nachteile

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

Jan Ericka
  • Branche: Gesundheit, Wellness & Fitness
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 17.9.2024

A 5 year user of ZD

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.

Vorteile

Zendesk is user friendly and easy to navigate.

Nachteile

So far, the least I like about zendesk is Complexity of Setup and Configuration.

David
  • Branche: Bau
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
3

4
Bewertet am 25.11.2024

Zendesk voor betere CX

Zendesk Suite wordt vaak geprezen om zijn uitgebreide functionaliteit, de mogelijkheid om verschillende communicatiekanalen te beheren en de sterke focus op de klantervaring. De AI-mogelijkheden kunnen helpen bij het automatiseren van taken en het verbeteren van de efficiëntie. Een nadeel is de complexiteit van de software.

Vorteile

Zendesk Suite biedt een platform voor klantenservice, waardoor je verschillende kanalen (email, chat, telefoon, social media) kunt beheren vanuit één interface. Dit zorgt voor een efficiënt proces en een goed overzicht van alle klantinteracties.

Nachteile

Zendesk Suite biedt een uitgebreide set aan functies, wat overweldigend kan zijn voor nieuwe gebruikers. Het kan tijd kosten om alle mogelijkheden te leren kennen en de juiste configuratie te vinden.

Sapph
  • Branche: Öffentlichkeitsarbeit und Kommunikation
  • Unternehmensgröße: Selbstständig
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
0

4
Bewertet am 1.10.2024

Comprehensive platform for providing customer service, with a few features that can be improved

Vorteile

It offers a lot of features such as SLAs, automations and triggers so you can customize it to your needs. It's great for a medium to large support team handling numerous tickets. Set up correctly, it's rare for tickets to fall through the cracks.

The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more.

You can add apps as well that extend Zendesk's functionality such as read receipts and more.

Nachteile

The email feature is somewhat lacking. It isn't possible to send test emails to yourself to check how emails look, so you have to create test tickets that trigger certain emails you've added to automations or triggers. Though they support multiple brands, you can't use a different email template for each brand.

For testing automations, it would be helpful if you can select test tickets to quickly run through all of the automation conditions. Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a test ticket that match the conditions, which isn't ideal.

Stefano
  • Branche: Geschäftsbedarf & -einrichtung
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 7.11.2024

Reliable customer support platform, with strong integration capabilities

It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite represents one of the best platforms for customer support.

Vorteile

Intuitive user interface, fast and easy to use. It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service. Great integration with other software.

Nachteile

There are limited customization options for advanced users, also pricing can be quite high for smaller businesses.

Amitabh
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

4
Bewertet am 25.11.2024

A ticketing platform

Overall it is extremely helpful ticketing tool to make work easy by mahing automations , personal queue, managing of chats, call over one dashboard. All these things give ease to use Zendesk.

Vorteile

1. Highly reliable platform for tickets, chats, and phone management.
2. Well management dashboard and UI for work and checking.
3. Highly integerable and easy to start with as well.

Nachteile

1. High bandwidth is needed otherwise it shows performance issues.
2. Frequent downtime reported in past few months.

Anugrah
  • Branche: Telekommunikation
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 10.7.2024

Zendesk- The Powerful Tool

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.

Vorteile

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.

Nachteile

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.

4.022 Bewertungen

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