Zendesk Suite Reviews

“Powerful backend”

Pros

Zendesk felt clean and easy to use while still allowing us to build more complex processes behind the scenes when needed. It let us keep the customer-facing side as simple as we wanted without losing flexibility. Whenever a special integration or extra feature came up, it usually had an option available. The biggest advantage though, was how uncomplicated the platform felt day to day. It kept the focus on getting work done instead of wasting time inside the ticketing system or dealing with extra friction you often find in other tools.

Cons

One frustrating part was that its feature request team did not seem to have much influence over which requests actually got built and which ones were ignored. Their support team was very good overall but I came across dozens, possibly even hundreds, of simple feature requests that had been sitting open for years without being implemented.

“interactive support that customers love”

Pros

The software works really well with our in-house products which made the setup and daily use much more practical for us. We've also been able to train it to suggest likely solutions for common issues and that has helped a lot with handling support faster. The platform is easy to understand so the staff didn't need any special training to get started. Its interface is very interactive too and users can quickly report problems or share their concerns without confusion. My customers are genuinely happy using it.

Cons

The monthly pricing feels a little on the high side compared with other helpdesk tools on the market.

“team chat and ticketing win”

Pros

Handling tickets is a lot more enjoyable on this platform. Being able to chat privately with teammates behind the scenes while keeping customer-facing replies in that same workspace is indispensable in ticketing software and this one pulls it off well.

Cons

I do wish the Knowledge Base offered a lot more customization. At the moment, it is pretty difficult to tailor and most of them end up with a very similar look and feel that is not particularly appealing.

“helpful chat support option”

Pros

Whenever someone runs into an issue with a service, this is usually a very good option to turn to. Getting quick answers to questions helps customers make decisions faster and it also helps the service provider improve support by understanding customer opinions and the problems users are facing. Some people feel uncomfortable speaking on calls or prefer not to use email for communication and in those situations, chat works really well.

Cons

At times, chat messages can lead to miscommunication which ends up creating problems for both sides. It can also give service providers less time to think through the best solution for the user.

“Smart ticket handling”

Pros

Ir was up and running with an ease and the custom views are powerful enough to tailor the workflow nicely. The feature I appreciated most was seeing when someone else was already viewing the same ticket which helped prevent duplicate work and kept the team aligned.

Cons

It's not flawless though and reassigning a ticket could be a little confusing at times.

“affordable support with smart ticketing”

Pros

Zendesk has long been a go to choice for helpdesk software and over the past few years the platform has become even more organized. The system is simple to navigate, with clear options that make it approachable even for people who are completely new to helpdesk tools. At its core, Zendesk works as an email-based support system, routing incoming emails straight into the dashboard where they appear as support tickets. Each ticket gets its own ID and the platform also cross-references previous requests from the same sender which makes it very convenient to review support history. It also includes pre-written responses so handling common questions is much faster. A lot of these features sound like standard things every helpdesk solution should have but many competitors either charge much more or still don't include them. Zendesk stands out as an affordable option that can also scale up without much trouble.

Cons

It does a very good job covering the core support needs most teams will have. That said some of the more useful extra features are locked behind higher-priced plans and tools such as chat support are not fully integrated into one single dashboard.

“powerful tools and fast chat transcripts”

Pros

It really stands out to me because it comes with a lot of tools and options. It lets you communicate with people both internally and externally and the notification settings can be customized really well. Another thing I appreciate is how quickly chat transcripts get sent to email, almost right away.

Cons

The only drawback I can point out is the price since it seems a little expensive.

“feature-packed but buggy”

Pros

There's basically no shortage of functionality here as it covers just about everything you could want in a support platform. The reporting is powerful, the admin tools go on forever and the sidebar plugins are a feature we really enjoy using.

Cons

At the same time it can be pretty buggy. Loading problems come up more than they should and sometimes clicks just don't register. It definitely needs some polish and updates even though the team does roll out new features quickly.

“always connected with visitors”

Pros

Using Zendesk Suite has been hassle free and quick and it helps us stay available to people on our website who want information right away. Even when no one is online, Zendesk sends an email alert so we can follow up quickly with the person who reached out.

Cons

Honestly there's almost nothing to mention as a downside. We've been really happy with the tool, it has never failed on us and it keeps us in steady contact with both prospects and customers.

“Ticket automation wins”

Pros

This was up and running pretty easily which makes it convenient for users right away. They can simply send an email to a forwarded address and a ticket is created automatically. Managing everything is fairly simple and most parts can be customized to fit your workflow. It also includes rules and automation that take a lot of the repetitive, tedious work out of help desk management.

Cons

One frustrating part has been emails occasionally getting flagged as spam and even after working with support, we still did not get a practical fix. I would also really like to see a way to set up single sign-on for users since it can be tough getting them to actually use the portal.

“tracking that just works”

Pros

Keeping up with support tickets from both clients and coworkers is easy with this system. The setup doesn't take much effort and once it's running, it's simple to manage and maintain.

Cons

The part that feels a bit unclear is the internal notes feature, along with the process of sending a ticket back to the client when more information is needed. When I have to request additional details, the only status choices are open, pending or complete and none of those really match a ticket that's waiting on more info.

“flexible setup and useful metrics”

Pros

It has been really customizable for our team. We're able to set up different categories for tracking emails and those can be tailored to the specific inbox the message was sent to. It also provides strong metrics around ticket volume and response times which makes it helpful for monitoring our team's efficiency.

Cons

One area that is less polished is the custom reporting feature. It's definitely still usable but compared with the rest of it, it isn't as user friendly or refined.

“powerful ticketing and knowledge base”

Pros

Zendesk Suite is like one of the original standards for email ticketing and it still comes across as a very powerful platform. It covers most needs with a feature rich setup and the Knowledge Base is complete and well built.

Cons

The thing that still bothers me is how chat, the Knowledge Base and ticketing are not tied together in a single simple plug-in. That's a personal frustration of mine but I am still genuinely puzzled that nobody has fully solved that yet.

“Handy ticket view but sluggish”

Pros

Having everything in one place helps a lot as I can quickly check open tickets, see which ones are assigned to me and keep conversations with customers or users going without much hassle.

Cons

At times, the platform feels very slow and I regularly receive emails about problems affecting the product we rely on. I also still haven't come across a proper way to block spammers.

“reliable ticket tracking”

Pros

Keeping up with issues involving companies and customer support reps is really convenient with this. Communication is also very easy since it syncs directly with my email.

Cons

I really don't have any major complaints. The only thing I'd want is a bit more transparency because when someone takes too long to reply, it can seem like a new ticket is being started.