Zendesk Suite Reviews

“powerful automation and support”

Pros

Zendesk Suite has been a fantastic all in one platform for us across chat, support, talk and guide. The automation tools and business rule based triggers have really cut down on manual workflow and saved our team a lot of time. It also helped us bring multiple chat tools into one place, connect everything with Salesforce and handle both inbound and outbound support calls. Another big plus is their support team as whenever we email or call with questions, we usually get quick, helpful responses and fast ticket resolution.

Cons

Well its set up isn't very easy and the user experience could use a few more features. Things like simultaneous phone ringing and the option to add extensions to phone lines would make it much more complete.

“powerful ticketing and knowledge base”

Pros

The ticketing system and article database have been the most useful parts for handling our tech support needs.

Cons

Getting around the internal system can be a little confusing at first especially since some tab names are not very clear but after you learn where everything is, it becomes much more manageable.

“reliable even on low bandwidth”

Pros

Our support team has a lot of people using it every day at the same time and it still keeps running without issues. It also doesn't use much data which is a big plus. I can even work with it when my internet connection is very slow.

Cons

One thing that gets frustrating is having to refresh it so often. If you don't, you may not see that a coworker is online or already handling a ticket and you can end up replying to something that was already answered. Even stepping away for a bit means you need to refresh again when you come back, otherwise you might waste time doing work that's already been done.

“organized ticketing and handy macros”

Pros

Zendesk Suite gives us a very organized way to handle all of our incoming tickets. The macro system also makes it simple to create and update canned responses so the whole team can use them consistently.

Cons

If the system has an outage or goes down, the support team can be a little slow to help with the issues we're running into.

“jira integration makes support shine”

Pros

It is pretty easy to use so you don't need to be especially technical to use it well. The JIRA integration is a big plus too since it creates a good connection between engineering and support without needing to open up access to the main bug tracking system.

Cons

The API is fairly limited and even a small configuration mistake can end up flooding the system with a large batch of invalid tickets. It would also be much better with more filtering options.

“flexible support with a clean UI”

Pros

If you need to offer 24/7 support for your website or product, I'd definitely recommend it. The platform is very flexible so it can be adjusted to match the way your team works. The interface is good as well.

Cons

Bulk updates still have room for improvement and the mobile version could be better too.

“helpful ticket tracking”

Pros

It does a good job of helping me keep track of what needs to get done.

Cons

The part that's hard for me is how confusing it can feel. Maybe I am just not very tech-savvy but there are so many fields to deal with and when a lot of tickets are open at once, it starts to feel overwhelming.

“frustrating licensing issue”

Pros

Setting it up is probably the only real advantage. Beyond that, it feels like a fairly standard ticketing system with the same kind of features most competing tools already offer.

Cons

One thing that's especially frustrating is that a suspended agent still counts toward the license total and it will randomly remove a legitimate active agent instead.

“all-in-one support hub”

Pros

The software covers nearly everything a customer service team needs for intake. Having all customer information stored in one place keeps the department much more organized and makes it easier to manage interactions.

Cons

There are still a few improvements needed to make the workflow more flawless, such as allowing notes to be added directly within an email instead of requiring a separate entry.

“powerful integrations for support teams”

Pros

Zendesk lets us connect a wide range of apps which makes it much easier to stay on top of projects across tools like Trello and Jira.

Cons

At times it works a little buggy. Sometimes ticket merging does not work until the page is refreshed and a few integrations do not always function the way they should.

“flexible integrations and useful reporting”

Pros

One thing I really like about this software is how well it plugs into different platforms. I use it with my mobile apps without any trouble. Zendesk also offers helpful grouping features and those groups turn into clear analytics and reporting emails that are genuinely useful.

Cons

From what I have heard from the person handling the deals, it's a bit on the expensive side. Aside from that, I really don't have any complaints.

“fantastic email-based support workflow”

Pros

Zendesk has been excellent for managing customer support requests. The feature I like most is the email integration since we can either work directly from the dashboard or respond to support tickets through email. It also lets us set up multiple teams and route requests to specific team members which makes our whole support process very hassle free.

Cons

One weak spot is its own support team. When something goes wrong with the software itself, getting a clear answer or a proper fix can be frustrating and take more effort than it should.

“powerful ticketing and knowledge base”

Pros

It delivers what it promises and does the job well. We used Support and Guide for handling tickets in our e-learning business and for our self-service help center and both worked reliably. The platform is complete and packed with features. For daily support tasks, it stays simple and focused. It also integrates easily with many other tools thanks to its large ecosystem. It really feels built with large organizations in mind.

Cons

That same depth is also where the challenge comes in. Getting everything configured exactly the way you want can take years of work and there is little to no help provided along the way. Even basic settings are buried deep in different areas so you can end up spending hours going through help articles just to figure out how to customize something like a ticket form. It is definitely not very friendly for small businesses and feels much better suited to larger companies that have someone dedicated to managing the platform.

“useful ticket history, weak support”

Pros

The ticketing service is simple to use. You can connect your email so you get notified whenever there's a reply to your ticket. It's also helpful that you can check the history of older tickets and reopen them when needed.

Cons

Customer service hasn't been very reliable. It usually takes around 24 to 48 hours for them to respond and issue escalation feels too slow. They really should offer a 24-hour support line.

“Easy navigation for support teams”

Pros

Compared with other ticketing platforms I have worked with, this one is much simpler to move around in and the information I need is quick to locate.

Cons

My only real complaint is that I wish it were designed for broader work management instead of being focused mainly on customer support tickets as they come in.

“flexible setup for any workflow”

Pros

It can be tailored to match the specific needs of your business which makes it very adaptable.

Cons

When something stops working and you contact their support team for help, they usually aren't able to give you a proper solution.

“efficient ticket routing”

Pros

Submitting tickets to the right teams across the organization with Zendesk is very easy which keeps the whole process simple and efficient.

Cons

At times troubleshooting problems when something is not working properly can be a bit challenging.

“bad support and billing issues”

Pros

The interface and feature set are decent and the product itself feels reliable.

Cons

Customer support is poor, there are automatic charges and they don't offer any refund policy.

“ticket management done right”

Pros

Handling tickets has been much better with Zendesk and we've been really satisfied with the tool overall.

Cons

Nothing specific to complain about. We did run into a one-time issue with an email notification but customer service resolved it quickly.

“all-in-one support powerhouse”

Pros

Zendesk Suite has fit our team really well for quite some time because it lines up with what we need from a customer service platform. The call center tools are a big plus for any support team especially since a lot of client feedback still comes in over the phone. It also handles incidents, projects, changes, availability, assets and more. It feels very complete, with pretty much everything a customer service team needs and even some extras.

Cons

Because it comes with so many features, the initial setup can be a bit complicated. That said their tech support is able to help work through it. Overall it is an excellent option and I'd definitely recommend it to other customer service teams.