Zendesk Suite Reviews

“powerful integrations for faster support”

Pros

Having so many key integrations available, including JIRA, Slack, Mixpanel and Intercom, helps me resolve issues much more quickly and effectively than we could with our previous systems.

Cons

The toughest part has been getting everything set up the right way especially when it comes to configuring the various triggers and rules since that can feel a bit confusing. That said, we only started using the product recently so it may just be part of the usual learning curve with new software.

“clean interface and handy menus”

Pros

The interface and side menus are well designed and the platform is very simple to use.

Cons

You cannot edit the most recent comments once they're posted and end users are able to reopen tickets without any confirmation.

“clean interface and handy integrations”

Pros

Its interface is clean and the search function works pretty well overall. Also it is easy to tell external posts apart from internal ones. Setting up and configuring SSO was fairly simple and the integration with tools like JIRA works nicely.

Cons

One downside is the tab-based layout which can start to feel crowded when too many tabs are open. There were also occasional cases where customer-submitted tickets didn't pull the correct ID from SFDC so the customer name showed up wrong. That created confusion because we didn't immediately realize the requests were actually coming from the customer.

“helpful ticketing and team alerts”

Pros

Handling tickets is very easy from opening them to replying and closing them out and the notifications going to multiple employees are really useful for keeping everyone aligned.

Cons

The downside is that it doesn't integrate well with other services such as G Suite.

“Handy tagging and reminders”

Pros

Being able to tag teammates in Zendesk to add a note, assign a task or leave a quick reminder has been really valuable for us. It feels like Zendesk was ahead of the curve in offering this kind of feature.

Cons

One thing we're not thrilled about is the auto-assign feature. Some team members feel the workload doesn't always get distributed evenly or fairly so this may point to a need for additional manager training.

“powerful features, quick setup”

Pros

Zendesk Suite is easy to use and using it day to day is not a hassle. It offers a wide range of features which makes it useful across different support needs.

Cons

At times tracking down information for a specific issue can be frustrating and setting up the knowledge base for the common questions in our business has been harder than expected.

“affordable support essential”

Pros

It's an affordable customer service tool that's simple to use.

Cons

It doesn't include as many features as other similar products.

“clean design and teamwork”

Pros

Zendesk Suite stands out to me for its user friendly interface, great collaboration tools and overall clean design.

Cons

At the same time it can feel a bit confusing at times and slightly too basic for what I need.

“helpful internal notes and search”

Pros

I like being able to add internal notes that are visible only to a specific group has been the most useful feature for me. I have used it to document findings and explain the reasoning behind the solution we chose. It's also really helpful that clients can email the help desk and have that message come in directly as a ticket which keeps the entire conversation in one place. On top of that the search function works very well.

Cons

The file size limit is frustrating and I believe it's currently around 1MB. Because of that, we've had to store screenshots somewhere else, like Dropbox and then paste links into the help desk instead. Macros are also very hard to locate. I know there's a way to see all help desk items where I am cc'd since I have the URL saved but I still cannot find that option anywhere in the control panels.

“Help center and ticketing win”

Pros

Being able to reassign tickets and leave internal notes has been really useful for our team. The Help Center connects well with our clients sites and the ticketing system which makes everything feel more connected. It's also very convenient to drop a help article directly into a response to a client. We're in the middle of rolling out side chat now and I am really looking forward to seeing how it works alongside Salesforce too.

Cons

To me the pricing is a bit on the high side although I do feel the value justifies the cost.

“reassuring support flow”

Pros

The moment you click contact support, Zendesk guides you through the steps in a way that makes solving the problem feel easy. Reaching out for help is usually stressful but it quickly puts you at ease and takes away much of that initial worry.

Cons

The only downside is really that every business needs some kind of help desk software in the first place.

“helpful email tracking and storage”

Pros

Zendesk Suite does a really good job of helping me stay on top of incoming emails and I can sort them by priority or by department depending on what needs attention first. Having all those emails stored in one place is also very useful when I need to go back and reference past conversations.

Cons

Compared with some other apps, it is not quite as user friendly. There are also times when the system freezes while I am typing a long response and that can slow down my workflow and hurt productivity.

“Multichannel support hub”

Pros

Handling several support areas and multiple service teams in one place works really well without causing issues. It's simple to learn and use, the interface is lightweight yet highly functional and the integrations with social networks and other platforms like WordPress are excellent. Following a ticket's progress and behavior is extremely easy and the dashboard is very clear and detailed. Excellent..!

Cons

Everything feels heavily centralized so without the tool it's basically impossible to interact by email with anything or anyone. Since it supports multiple channels, the relationship and interaction between tickets can become awkward to manage. The mobile app is missing important features that are available in the web app. It's also expensive for the Latin American market and I'd really like more options to customize and adapt the UI to match my business standards.

“powerful features and integrations”

Pros

It is easy to use and it comes packed with a rich set of features. The integrations are also a big plus and make it work well with other tools.

Cons

It is on the expensive side and some of the pricing for certain features just does not make much sense, like the way light agents are handled.

“flexible features across every channel”

Pros

Zendesk Suite really shines when it comes to the range of features and customization it offers. Within reasonable limits, it can handle nearly everything an organization would need, whether that's calls, chat, email and more, while automatically creating tickets across all channels and giving you plenty of automation options.

Cons

Even though the knowledge base and documentation are extensive, they often feel a bit fragmented. I usually had to go through multiple articles just to piece together a clear, high-level understanding of the specific functionality I was trying to learn about.

“Awkward email flow”

Pros

Zendesk's broad adoption by a lot of bigger companies is what led us to try it in the first place. The app itself does have a clean, polished user experience.

Cons

That said handling email felt confusing and pretty unnatural based on how everything was set up when we used it a few years ago. It would often place the oldest conversations at the top and newer ones at the bottom which made the workflow frustrating enough that we ended up moving to a competitor.

“powerful multichannel support”

Pros

This tool has been proven a decent helpdesk tool for us. It supports multiple channels like email, web, phone, chat and social media which makes handling customer conversations much more convenient. There are also plenty of integrations with third-party apps and the advanced analytics and reporting features are very useful.

Cons

One downside is that the mobile screen for submitting tickets is not very suitable. It also doesn't provide answer suggestions for the knowledge base which would have been helpful.

“shared inbox helps teams”

Pros

Zendesk makes it possible for multiple team members to work from the same email inbox and assign messages to specific people which keeps communication organized and makes it clear who needs to reply.

Cons

If you're not managing a large team on one account, it doesn't really feel more useful than a standard email client. It also lacks incoming email notifications so I have to keep checking manually and still end up missing messages pretty often.

“fast setup, happy support team”

Pros

We're using Zendesk's online chat tool and getting it integrated was very easy. Our customer service team picked up how to use it within about an hour and they really enjoyed working with it.

Cons

The design choices and placement options for the online chat area are fairly limited.

“thoughtful workflows and usability”

Pros

It really delivers on what it's built to do. A lot of care clearly goes into the workflows and overall usability and that attention to detail definitely comes through when using it.

Cons

There are still a few must-have features missing across some of their different tools especially ones that competing products already include. I'd like to see them put more focus on adding those areas.