Zendesk Suite Reviews

“all-in-one customer communication”

Pros

Having email, voice, text messaging, internal notes and live chat all in one place makes customer communication much more convenient. The range of tools is really helpful and covers everything needed to stay connected with customers.

Cons

Honestly all of the tools and options have been useful and I have had a good experience with everything so far.

“Dated look”

Pros

Logging customer complaint tickets is not a problem and the platform is easy to use overall.

Cons

Its interface and GUI feel too basic and unattractive which makes it look dated.

“Top customer service toolkit”

Pros

Everything needed to run customer service is built in and the platform is simple to use day to day.

Cons

There is nothing especially bad about it though the interface could look and feel better at times.

“handbook hub we rely on”

Pros

Zendesk Suite is where our company keeps the handbook and it has become absolutely essential for us. Current employees and new hires use it every single day as a go-to resource to help them understand and do their jobs properly.

Cons

I do not have any complaints to share.

“Live chat boosts conversions”

Pros

One of the best parts is being able to chat with customers in real time while they're browsing the website. That has helped increase the number of conversions for us.

Cons

The downside is that if no one is available on the other end to respond right away, customers end up waiting longer for a reply.

“helpful team tracking tools”

Pros

Keeping an eye on my team's performance remotely is very easy with this software. If any problems come up, communication is simple and I can step in to assist them from wherever I am. I also like that the features are user friendly and not overwhelming which made the platform very understandable for a first time user like me.

Cons

My overall experience has been amazing and I haven't run into any issues up to this point. I would definitely recommend this app to anyone working from home.

“powerful ticketing with full options”

Pros

This has been a highly performant ticketing tool with a very complete set of options. SSO login is convenient, the platform is reliable and setting up profiles, signatures and automated ticket replies is easy too.

Cons

The only downside is that it can be a bit slow on mobile devices or when using a personal hotspot connection.

“affordable support that delivers”

Pros

Overall it has been a really positive experience especially because of how affordable it is. The startup program is a huge benefit too since being able to use the platform completely free for the first six months makes it even more valuable. On top of that the customer support team has been reliable and responds to questions promptly which gives a lot of confidence in using the product.

Cons

There haven't been any technical issues so far which is a big plus. The only thing I'd still like to see is more flexibility when it comes to customizing the chat widget since the current options feel a bit limited compared to what could be offered.

“Trusted support platform”

Pros

Zendesk Suite feels like the industry standard and the customer service has been better than average whenever I have needed help.

Cons

The pricing doesn't really seem justified compared to the benefits it provides.

“flexible integrations that deliver”

Pros

Connecting Zendesk Suite with Monday and Slack has been very easy and that has made daily workflows much more efficient. The platform is simple to use and the API is both powerful and flexible which gives plenty of room for customization when needed.

Cons

A dark theme would be a welcome addition especially for some of my users who work later in the evening and would be more comfortable with that option.

“Real-time support that delivers”

Pros

Being able to help my customers in real time has made a big difference and that's what I appreciate most about using it.

Cons

I feel like it could definitely improve a few things on the backend to make the user interface feel more polished because at times it comes across as a bit choppy.

“fast client support wins”

Pros

It helps us stay connected with our clients and resolve their concerns within 24 hours and sometimes even in real time.

Cons

There's nothing to complain about since everything has been very helpful and works really well.

“all-in-one inbox convenience”

Pros

Having everything in one inbox is really useful especially when messages are coming in from different social channels like Facebook, Twitter and WhatsApp. Setting up the knowledge base URL through CNAME was also pretty easy which made the whole process even better.

Cons

At this point I haven't run into any issues with the tool and it has been working perfectly fine for me.

“Well-built dashboard and integrations”

Pros

Zendesk Suite is quite a modern tool overall. The Salesforce integration is a big plus especially since so many of my contacts work in it every day. The dashboard also looks really good and everything seems laid out in a very organized way.

Cons

The one thing giving me pause is the pricing since Kustomer appears to come in lower. I still need to see how that suite compares before I fully commit to it in the near future. That said it does look very well put together.

“connected suite that delivers”

Pros

After comparing a lot of help desk platforms, Zendesk was clearly ahead of the rest for us. The biggest advantage was its full product suite and how well everything works together in one connected system.

Cons

I would say the pricing tiers are a downside and it is similar to a lot of SaaS tools in that way. If you need extra features, you're often forced to move up to a higher plan which can get expensive pretty quickly.

“helpful shared ticket workflow”

Pros

Having a ticketing system in place works really well and being able to pass tickets between team members is especially useful.

Cons

One thing I would change is the way tickets have to be opened before they can be closed. There are some tickets where we already know what they are so it would be much better to close them directly. It would also help a lot to select multiple tickets at once and close them out in bulk.

“Clear interface”

Pros

The interface is clear and easy to use. It comes across as a well built product with a great set of core features that actually do what they're supposed to which hasn't been the case with some other platforms I have tried.

Cons

The downside is the added cost for extra features. I'd really prefer the lower-tier plans to include a richer feature set instead of having to pay more to unlock them.

“Omnichannel support all in one”

Pros

Handling conversations in one place has been a big plus especially with the omnichannel setup. It connects well with social platforms like Facebook, WhatsApp and X, formerly Twitter which makes it much more convenient to receive and manage messages from a single tool.

Cons

I haven't run into any real problems with the software. The only thing I'd suggest is that they consider reducing the price a bit.

“Fast, efficient and practical”

Pros

It's fast and efficient and it's also simple to use.

Cons

At the moment I don't see any real downsides because it helps me a lot with my work.

“all-in-one client data hub”

Pros

The software comes with a full set of tools for handling and organizing client data in one place.

Cons

There is definitely a steep learning curve at the beginning but once everything is set up, it works really well.