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Über Zendesk Suite

Zendesk Support ist eine führende Helpdesk-Software zur Verbesserung der Kundenzufriedenheit.

Erfahre mehr über Zendesk Suite

Vorteile:

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

Nachteile:

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

Bewertungen zu Zendesk Suite

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4,3
Kundenservice
4,3
Funktionen
4,4
Preis-Leistungs-Verhältnis
4,2

Weiterempfehlungsquote

8,2/10

Zendesk Suite hat eine Gesamtbewertung von 4,4 von 5 Sternen basierend auf 3.982 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (3.982)

Mohammad
Mohammad
IT Systemkaufmann in Deutschland
Verifizierter Nutzer auf LinkedIn
Computer- & Netzwerksicherheit, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Ein sehr gute Software (Enthält viele Funktionen und Futures)

5,0 vor 2 Jahren

Kommentare: 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
Autor in Deutschland
Kino & Film, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Tolles Programm

5,0 vor 2 Jahren

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
Gastronomin in Deutschland
Verifizierter Nutzer auf LinkedIn
Gastgewerbe, 51–200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Sehr zufrieden wir nutzen das schon seit ein paar Monaten

5,0 vor 2 Jahren

Kommentare: 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
Angestellter in Deutschland
Bau, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Simpel und Übersichtlich

4,0 vor 2 Jahren

Vorteile:

Die einfache Handhabung und der gute Überblick der bereitgestellt wird

Nachteile:

Die komplizierten Beschreibungen und Unterpunkte

Christiane
Christiane
Customer Support Team Lead in Brasilien
Verifizierter Nutzer auf LinkedIn
Finanzdienstleistungen, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

A lot of features and fast and easy to use ticket system

5,0 vor 4 Jahren

Kommentare: Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Vorteile:

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Nachteile:

It can be very complex/difficult at certain point due all the features that they offer.

Stephanie
CS Team Lead in Spanien
Textilien, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Efficient Customer Support with Zendesk Suite

5,0 letzten Monat Neu

Kommentare: 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.

Delicia
Delicia
Program manager in USA
Verifizierter Nutzer auf LinkedIn
Internet, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Good small business program

2,0 vor 3 Wochen Neu

Kommentare: 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.

Johan
Application Manager in Schweden
Computer-Software, 2–10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

The support tool with extra everything

4,0 vor 2 Monaten

Kommentare: 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.

Jamie
Zendesk rocks in USA
Personalbeschaffung & -besetzung, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Zendesk is the way to go!

5,0 vor 3 Wochen Neu

Kommentare: 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

Kyle
IT Support in USA
Automotive, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Zendesk is Great!

4,0 vor 2 Monaten Neu

Kommentare: Mostly Good! No down time so far, and very little issues.

Vorteile:

Being able to accurately track support tickets for the IT department.

Nachteile:

To make it very feature rich, you have to use a lot of plugins and a lot of them cost money.

Armando
Technical support in Griechenland
Computerspiele, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Clean and usable

5,0 vor 2 Wochen Neu

Kommentare: I have more than 7 years of experience with Zendesk and I've always enjoyed working with it.

Vorteile:

The interface and the usability. It's very well organized and "clean".

Nachteile:

There are no particular things in Zendesk that I don't like.

Dharmendra
Technical lead in USA
Computer- & Netzwerksicherheit, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Support admin for zendesk

4,0 vor 3 Wochen Neu

Kommentare: This is one of the good tool I have used through out my carrier

Vorteile:

This tool provide user friendly interface which help end user.

Nachteile:

I think integration with third party tools can be improved

Jan Ericka
Customer Service Representative in Philippinen
Gesundheit, Wellness & Fitness, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

A 5 year user of ZD

5,0 vor 2 Monaten Neu

Kommentare: 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.

Paige
Business support management in UK
Bildungsmanagement, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Game Changer for customer support

5,0 vor 2 Monaten Neu

Kommentare: Amazing, we were recommended by another company and have not looked back since.

Vorteile:

The Ability to contact our customers via multiple ways of communications. the speed it notifies us and the live chat has helped us manage our customer support and also deal with any complaints swiftly

Nachteile:

Nothing stands out in terms of not liking the service, just maybe having the option for more customer support agents to login

Nick
SDR in USA
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Zendesk - Robust Ticketing Software

5,0 vor 5 Jahren

Kommentare: We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Vorteile:

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Nachteile:

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

👋🏻 Albert
👋🏻 Albert
Co-founder and CPO in Mexiko
Verifizierter Nutzer auf LinkedIn
Versicherung, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

A living nightmare

1,0 vor 4 Jahren

Kommentare: I've used Zendesk in all of the ventures I've participated in. Unfortunately. I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you.

Vorteile:

Sticking to Zendesk is very easy. Open a free account, plug in your email and you are off. Thats the reason this company is such a popular customer support software. Start off frictionlessly and you won't ever be able to stick away from them. That doesn't mean they are a good solution.

Nachteile:

As soon as you want to build some sophisticated solutions with ANY digital company in 2021 requires from day one, you will face two things: 1) Advertised features for enterprise plans which don't actually exist, or are a euphemism of what one can understand. I.E. a sandbox environment. We literally got told it didn't exist after we hired enterprise chat. 2) A terrible - terrible is the word, I honestly don't like to speak poorly in public of anyone, but you guys deserve this post - customer support. Despite having an account manager, I have probable been referred to sign up on my own for multiple register forms for products, and speak to multiple agents to sign SO to commit to payments... and the product was NEVER delivered. Once they have you committed to a payment, they won't follow up for success.

Sarah
Sarah
System Administrator in USA
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Zendesk is a good helpdesk with many features

4,0 vor 2 Jahren

Kommentare: We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.

Vorteile:

It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.

Nachteile:

Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.

Dan
IT manager in UK
Umweltdienstleistungen, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

A very flexible tool

5,0 vor 2 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 USA
Gastgewerbe, 5.001–10.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

An excellent customer support software is Zendesk

4,0 letztes Jahr

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 USA
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

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

4,0 vor 9 Monaten

Kommentare: 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.

Narendra Kumar
Assistant Manager - SEO in Indien
Informationstechnologie & -dienste, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

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

5,0 vor 2 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Michele
Manager in USA
Einzelhandel, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

It's what everybody's doing

5,0 vor 6 Jahren

Kommentare: Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Vorteile:

Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Nachteile:

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Luxusgüter & Schmuck, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Recommended if you have high volumes of support tickets

4,0 vor 5 Jahren

Kommentare: While there are a couple of issues with Zendesk, overall I find it a far preferable option to dealing with these tickets through e-mail, Slack, or a personal basis (barring cases where this would be the better solution). If you are getting enough volume of tickets that support ticket software seems like it'd help your business, you can afford to get it.

Vorteile:

Gives you a central hub to handle support tickets (in my case, internal). Rather than handling issues faced by colleagues through e-mail or a chat program, thus, cluttering either up, you can sort it all away into a separate place. It usefully has both e-mail notification and Slack integration abilities, which means being aware right away when an issue is sent in. It also has the ability to link tickets from JIRA, so if an issue requires additional intervention from other teams, you now have that connection. Also useful is if you have some desire for anonymity (obscure/black box who specifically is handling issues), this will work far better than e-mail or Slack in providing that. There are also additional features such as stats and metrics, along with the ability to add tags to tickets, required fields, and macros to automate certain workflows. Again, if you are working extensively with handling issues of all manners, you will find Zendesk quite useful for you.

Nachteile:

While the software does a good job of providing a central hub for managing support tickets, it has a couple of improvement points. The ability to not reopen a ticket if someone is simply thanking you would be nice, and one that has been requested a while that has never been implemented. Navigating the help center where you can write articles is a bit confusing to navigate and requires specific flows to get to view vs edit mode. Furthermore, the formatting tools you are offered for creating articles are quite limited, clunky, and awkward. If you want to write anything other than very bland and simple text, you'd be better off linking to an external site with better options, such as Google Docs.

Cody
Business Analyst in USA
Informationsdienst, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Modern customer facing companies need a modern customer facing solution

5,0 vor 3 Jahren

Vorteile:

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.

Nachteile:

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.

Alaa
Technical Outsourcing Specialist in Jordanien
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Best applications for managing the process of responding to customer requests and inquiries.

5,0 vor 2 Jahren

Kommentare: Zendesk provided us with great flexibility to deal with customer requests and inquiries, and enabled us to increase the speed of response as well as enable us to document all procedures automatically, and the reports it provides to us are comprehensive and we can always take advantage of them to develop our operations.

Vorteile:

Zendesk is a great and organized space, with its features, the staff can organize everything related to customer tickets and inquiries, as well as live chat with them, self-service features, and also accurate documentation of all actions. I love how Zendesk's high-quality automation enables us to automatically track incoming tickets from customers and how we can customize an autoresponder to respond to them and also quickly distribute them to the responsible team member. I also like how all those times, the procedures that took place and the extent of customer satisfaction with the speed of response are documented within records, through which we can measure the ability of team members to respond quickly as well as the extent of customer satisfaction with that. I also like how easy it is to customize Zendesk in different languages ​​so that we can give the customer the space to choose the language that suits them and how easy it is to use it to answer customer inquiries and requests via SMS so we can expand our operations.

Nachteile:

I haven't experienced any negative functionality with Zendesk, the user interface design is amazing, all the tools and tickets are easy to access, and the way tickets are coded is innovative and simplifies for the client as well as team members to easily follow.