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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 3’918 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (3’918)

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 letztes Jahr

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

Nikita
Nikita
Marketing Manager CRM in Deutschland
Verifizierter Nutzer auf LinkedIn
Maschinerie, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Strong Customer Support Tool

5.0 vor 2 Wochen Neu

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.

Brenden
CTO in Belgien
Computer-Software, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

All in one package for customer support and external documentation

5.0 letzten Monat Neu

Vorteile:

Zendesk offers a easy-to-use and complete feature set for customer support and external documentation. All of which is maintainable by non-technical people.

Nachteile:

The set-up and fine-tuning to your specific process might require some time to figure. While their rule engine is super flexible, it requires some getting used to.

Rudy
Rudy
Founder in Libanon
Verifizierter Nutzer auf LinkedIn
Internet, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: GetApp

In Betracht gezogene Alternativen:

Worst Experience with Zendesk Suite - Avoid at All Costs

1.0 vor 2 Wochen Neu

Kommentare: 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.

James
Music Manager in Kanada
Musik, 2–10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Steve Rob Music - Zendesk Suite Review

5.0 vor 2 Monaten

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

Vorteile:

We have used Zendesk for about 3 months. We really enjoy how easy it is to customize branding, add or remove agents, and setup specific policies. We enjoy how we are able to do everything with an easy to use dashboard which has everything all in one place. We also utilize Zendesk on our other platforms, such as our websites, merch store, etc. It's very easy to integrate and our customers enjoy it!

Nachteile:

Zendesk is very costly, but we were able to get a discount as we are a startup company. I would like if Zendesk had a free plan to begin with. Obviously there would be some limited features unless you upgraded, but it would allow things like web chat or a certain number of agents.

Nico
Network and Security Systems Administrator in Bahamas
Bau, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

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

4.0 vor 2 Monaten Neu

Kommentare: 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.

Steven
Production Supervisor in USA
Versicherung, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A Wonderful Tool For Technical Helddesks

5.0 letzten Monat Neu

Kommentare: 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!

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Telekommunikation, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Top notch ticketing system

5.0 vor 2 Monaten Neu

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.

Roland
Roland
Senior Account Manager in USA
Verifizierter Nutzer auf LinkedIn
Logistik & Lieferkette, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Powerful but complicated

5.0 letzten Monat Neu

Vorteile:

It’s a centralized communication and ticketing system. It allows us to keep track of customer comms and link them to specific items within our systems.

Nachteile:

It had quite the learning curve. It’s a sometimes complicated tool and new agents often need hand-holding when onboarding.

Christian
Senior staff engineer in Frankreich
Programmentwicklung, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Enhancing Customer Engagement

4.0 vor 2 Monaten Neu

Vorteile:

Setting up automated workflows has really sped up how quickly we can respond to customer questions, making sure we don't keep them waiting too long for help.

Nachteile:

The only downside I found with Zendesk Suite is that setting up advanced features can be a bit complicated at first. It takes some time to get everything customized to our exact requirements.

Jessica
Jessica
Senior Customer Success in USA
Verifizierter Nutzer auf LinkedIn
Computer-Software, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

I love ZenDesk - Support and Guide!

5.0 vor 4 Wochen Neu

Vorteile:

Organization, the searching, the reporting and the usability.

Nachteile:

Somehow my contact names get messaged up and switched around, no idea how.

Justin
Digital Marketing Specialist in USA
Anwaltskanzlei, 51–200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Has a Lot, but Surprised By What it Lacks

4.0 vor 5 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 USA
Verifizierter Nutzer auf LinkedIn
Metallabbau, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

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

5.0 vor 4 Jahren

Kommentare: 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.

Vorteile:

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

Nachteile:

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 Indien
Gastgewerbe, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Productivity and Efficient Support tool

5.0 vor 4 Jahren

Kommentare: 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

Vorteile:

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.

Nachteile:

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.

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.

Benjamin
VP Operations and Technology in Kanada
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Solid System to Capture Customer Emails and Calls

4.0 vor 2 Jahren

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

Vorteile:

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

Nachteile:

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

Samuel
Senior Manager in Österreich
Freizeit, Reisen & Tourismus, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Efficient and Versatile

5.0 letztes Jahr

Kommentare: Ticket management, live chat, call center integration, and knowledge base management but also the ability to customize the software to fit specific needs is a major bonus! :)

Vorteile:

Ease of use and intuitive interface, which makes it easy for agents to navigate and resolve customer issues quickly, and the help and customer support Zendesk offers.

Nachteile:

The price can be steep for young companies, but the ROI is worth it.

Angel
HMIS Operations Manager in USA
Non-Profit-Organisation Management, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Zendesk Suite is a FTE!

5.0 letztes Jahr

Kommentare: Zendesk Suite is good for businesses as it centralizes customer inquiries, enables efficient tracking and resolution, improves response times, enhances collaboration among support teams, and provides valuable analytics for performance evaluation and continuous improvement.

Vorteile:

The reporting capabilities in Zendesk Suite are beneficial for businesses as they provide valuable insights into customer support performance, ticket resolution times, agent productivity, customer satisfaction, and trends, enabling data-driven decision-making and continuous improvement of support operations.

Nachteile:

Zendesk is expensive and hard to get approved to add more team members.

Joy
Associate Director of Student Life in UK
Bildungsmanagement, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Zendesk has a lot of great tools - if you just know how to use them

4.0 vor 9 Monaten

Kommentare: Zendesk is so robust, but it is not at all intuitive. Learning how to generate a report was a full time job and I never quite figured it out to really get comfortable with tracking the mass amount of data we had generated through all of our tickets. However, I really wanted to learn it and their customer success team worked with us to help develop trainings so we could utilize it better.

Vorteile:

I really liked being able to track tickets and keep up to date on where they were in the customer support lifecycle. Creating macros was not difficult, and it really helped our agents to respond very quickly when they knew which macro to use.

Nachteile:

Zendesk can be very complicated if it isn't set up correctly from the beginning. We ended up having to untangle a lot of decisions that were made in the beginning and it was really hard to back out once the systems were in place.

Andrew
Andrew
Chief Executive Officer in USA
Verifizierter Nutzer auf LinkedIn
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great System for Support Ticket Management

4.0 vor 8 Monaten

Kommentare: 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.

MARLON
Reservations Manager in Belize
Gastgewerbe, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Fastest way to connect and interact with your website visitors!

5.0 vor 5 Jahren

Kommentare: A wonderful tool to have on our Resort website! This tool has helped my team and myself close sales in less than 15 mins. Definitely a great tool for support as well. It's a faster and convenient way for clients to reach out to us and get information which leads to great costumer service! My team is very satisfied with Zendesk Chat and we look forward to its continuous updates! It is part of our sales & support team! Keep up the good job!

Vorteile:

That our clients can visit our website and ask questions right away about our services and our team helps them I'm purchasing the right services there and then! We can see clients who visit our website and we can interact with them and offer assistance. My team has closed sales just by chatting with clients, which makes this a wonderful tool! We are very pleased with this service.

Nachteile:

My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our clients. This is part of our sales team!

Erica D.
Erica D.
Director Of Administration in USA
Verifizierter Nutzer auf LinkedIn
E-Learning, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

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

4.0 vor 6 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.