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Over Zendesk Suite

Zendesk stelt bedrijven in staat om uitstekende klantenondersteuning te bieden via meerdere kanalen, waaronder e-mail, chat, telefoon en sms.

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
Prijs-kwaliteitverhouding
4,2

Waarschijnlijkheid van aanbeveling

8,2/10

Zendesk Suite heeft een totaalscore van 4,4 van 5 sterren op basis van 3.866 gebruikersreviews op Capterra.

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Reviews filteren (3.866)

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 9 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 6 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 9 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 9 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.

Pedro
Pedro
CEO in Portugal
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

It's simply the best on the market

5,0 vorige maand Nieuw

Pluspunten:

This is it, it's the ultimate customer service tool

Minpunten:

I can't think of any cons for this software, it's just amazing seriously

Pamela
Agent in Dominicaanse Republiek
Consumentendiensten, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Zendesk is great for Support Ticket Management

5,0 2 maanden geleden Nieuw

Opmerkingen: To be honest, the overall experience after using Zendesk in our department has been great! We are always on top of our metrics and this is mostly because the platform helps us run our business smoothly. Ticket Automation and being able to customize our ticket system so it can fit our specific needs is one of its best features.

Pluspunten:

As a customer support representative, I've worked with Zendesk for over 12 months now and it's been an excellent experience. First off, I'd like to stand out for its user-friendly interface, It's very simple. I would say it's almost intuitive. Which allows you to familiarize yourself with the product right away. Additionally, since we're always trying to provide a first contact resolution, it helps that we can assign tickets to specialized agents and place a higher priority for a faster resolution.

Minpunten:

At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then very seldom, it will not show the agents working the ticket and both agents can post an internal note in the same ticket.

👋🏻 Albert
👋🏻 Albert
Co-founder and CPO in Mexico
Geverifieerde LinkedIn-gebruiker
Verzekeringen, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

A living nightmare

1,0 3 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Rajesh Kumar
Rajesh Kumar
BI Developer in Ierland
Geverifieerde LinkedIn-gebruiker
Verzekeringen, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Good Tool for Support Tickets, Live Chat and Messaging

4,0 4 maanden geleden

Opmerkingen: A good tool to communicate with the customers and also internal communication in Contact Center

Pluspunten:

I like the way Zendesk is handling the Support tickets, Live chats, and messages & providing a lot of options to analyze the data on their end or extract the data via API & analyze on our end

Minpunten:

Lack of Option for extracting some of the data via API which is available in their website Dashboard

Tayeb
Client Care Specialist in Canada
Meubels, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Swiss army knife of online tickets

5,0 4 weken geleden Nieuw

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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

John
CEO in VS
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Zendesk- the Game Changer for customer care and customer support

5,0 2 weken geleden Nieuw

Opmerkingen: I really don't know I did things before Zendesk. It has honestly made a big difference in customer care.

Pluspunten:

The chat features and ticket creation/tracking have been just a great business changer. Being able to live-support customers online is great- they love it and it works great for us.

Minpunten:

There is a bit of a steep learning curve, but it's doable.

Ching
Customer Support Agent in Filipijnen
Consumentendiensten, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great Experience!!

5,0 vorige maand Nieuw

Opmerkingen: It was a great experience!!!!! Up until now we're still using it for IT concerns.. They perfectly provided effective resolution and resolved your issues!!

Pluspunten:

This is where we normally used if we're having issues on logging in to our NT logins, VPN's, PW reset, etc.

Minpunten:

If they are handling multiple customer, tendency you will be waiting until your turn

Andrei
Support Software Engineer in Israël
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

The default Customer Relations software

5,0 vorige maand Nieuw

Pluspunten:

I like how well documented tickets are searchable and help to resolve future issues for my customers.

Minpunten:

I didn't like the way a change was pushed to the users a few months ago.

Abegail
Abegail
Risk Analyst in Filipijnen
Geverifieerde LinkedIn-gebruiker
Consumentendiensten, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Useful Zendesk

5,0 3 weken geleden Nieuw

Opmerkingen: I can say that Zendesk is very mucb helpful.

Pluspunten:

You can easily reply to the customer concern.

Minpunten:

Nothing much because there is a lot of ticket you can merge with.

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 vorige week Nieuw

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.

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

Eerder 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

Eerder 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 3 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

Eerder 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.

Devyani
Devyani
Customer Relationship Associate in India
Geverifieerde LinkedIn-gebruiker
Bankwezen, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Overall good and feature rich customer helpdesk application but not for early startups

4,0 2 jaar geleden

Opmerkingen: Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too. Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues.

Pluspunten:

Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue. Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer. And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard.

Minpunten:

Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly. For an early startup cost of this application is too high as there are features that they might not need.

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.

Nazir
manager in Italië
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Zendesk Suite: A Comprehensive and User-Friendly Customer Service Solution"

5,0 vorig jaar

Pluspunten:

One of the things I like most about Zendesk Suite is its ability to centralize and streamline customer service operations. Zendesk Suite offers a wide range of features such as helpdesk ticketing, live chat, phone support, self-service portals, and more, which allows businesses to manage customer interactions across multiple channels. This makes it easy for businesses to provide fast, efficient and personal customer service, which can be particularly important for businesses that rely on customer loyalty

Minpunten:

One thing I like least about Zendesk Suite is that it could be a bit overwhelming for new users, as it offers a wide range of features and functionalities. It can take some time to learn how to use all of them effectively. This can be a challenge for businesses with limited time or resources to invest in training their staff.Another aspect that could be considered a downside is that Zendesk Suite is a subscription-based service, which means that businesses will need to pay a monthly or annual fee to access all its features. While the pricing is reasonable, it may not be a good fit for small businesses or organizations that don't need all the features that Zendesk Suite offers.Lastly, it's worth mentioning that Zendesk Suite relies on a stable internet connection to function properly, so if the internet connection is weak or unreliable, it can cause problems such as slow performance, dropped connections or even lost data.Overall, while Zendesk Suite is a powerful and user-friendly customer service solution, it may not be the best fit for all businesses or organizations. It's important for users to carefully consider their specific needs and preferences before deciding to use the service.

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 11 maanden geleden

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.

Cristian
Cristian
Marketing specialist in Argentinië
Geverifieerde LinkedIn-gebruiker
Automotive, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

5 star user experience

5,0 7 maanden geleden

Opmerkingen: Despite the small problem I had with the learning curve initially, I felt that as the months went by I gained greater mastery and speed in solving all types of cases using this platform. The ease of integrating it with other company systems such as CRM and automating processes was highly valued. Overall, I find Zendesk Suite greatly streamlined my daily tasks as a support agent, focusing more on the customer than the systems. I would definitely recommend this solution to any company that needs to provide operational excellence in their help desk

Pluspunten:

What I liked most about Zendesk Suite was its modern and intuitive interface. As a support agent, being able to access all the tools I need easily through a single panel allowed me to respond to tickets in a more agile and productive way. The layout of the widgets was clean and easy to use, which made me feel comfortable resolving all types of requests without any problem. In addition, having automatic rule-based task assignment functions helped me optimize time. Without a doubt, Zendesk Suite's very well-designed interface was what I valued most as a user

Minpunten:

What I liked least about Zendesk Suite was that being an all-in-one platform, I sometimes felt like it had too many options and settings, and I had a hard time focusing on the most important tools. At first it was a little overwhelming learning how to use all the different sections like the help center, the marketplace, analytics and so on. I would have preferred to have a more gradual learning curve. However, I recognize that over time I better understood how to get the most out of each functionality thanks to the help of the support area