Zendesk Suite Reviews

“Feature-rich and polished”

Pros

Compared with tools like Help Scout and Vantive Zendesk seems much more modern and mature. It offers more features overall and the interface is clean, modern and pleasant to work in every day. The admin controls are especially impressive and having the ability to connect an internal knowledge base has been a real advantage for both our support team and our customers.

Cons

I didn't run into any real problems with it. On the rare occasions we needed help, support tickets were handled quickly and resolved without much delay.

“quick to learn and worth it”

Pros

Zendesk is very easy to pick up even for people using it for the first time.

Cons

It does cost a bit more but it still is completely worth paying for.

“Powerful automation and routing”

Pros

It really speeds up customer support with great automation and customizable workflows. It lets teams route tickets based on set rules, cut out repetitive manual tasks and make sure customer issues get to the right person quickly. That helps responses stay fast and organized.

Cons

Some users have mentioned that it can use a lot of system and browser resources. When multiple features and integrations are running at once, it may slow things down which can affect workflow efficiency and response times.

“simple features that just work”

Pros

Zendesk keeps things simple and easy to understand and the features it offers are really good too.

Cons

I haven't run into any issues at all like zero complaints as it has been the best.

“fast, capable ticketing platform”

Pros

After dealing with other support systems that needed too much complex development to fit what we needed, we moved to Zendesk and it covered our requirements much better. It has been faster and more secure to work with on multiple levels. The interface includes pretty much everything you would expect from this kind of tool and a lot of its features genuinely save time by reducing repetitive tasks. We primarily use it to manage tickets from external dealers and customers we work with, including their app-related support requests.

Cons

There is not much to complain about. That said support could sometimes be better and more responsive which is disappointing for desk management software. Also some of the FAQ, learning and informational pages seem a bit outdated.

“Frustrating support and harmful policies”

Pros

It looked like a dependable option at first because it has been around for a long time and carries a strong reputation in the market.

Cons

The actual experience was extremely disappointing. Customer service and support were terrible and the payment setup and pricing structure felt confusing and completely inflexible. The account managers seemed more interested in generating revenue than actually helping customers. On top of that the support team was unresponsive and often avoided giving clear answers sometimes blaming vacations for delays. We also were not able to reduce our user count when needed which caused us to be charged unnecessarily. To make matters worse, we lost all of our data and help center content because of their complex policies. Overall the pricing model and company policies feel illogical and damaging especially for loyal customers.

“Strong analytics”

Pros

Using this tool has been a really positive experience because the interface is user friendly and the dashboard is laid out in a very organized way so getting around the platform is easy. It also comes with comprehensive reporting and analytics tools which adds a lot of value.

Cons

Even with all the powerful features it includes, the pricing can get quite expensive for small businesses or startups especially once the trial period ends.

“organized support”

Pros

Zendesk Suite keeps everything well organized and the search, reporting and overall usability are all really amazing.

Cons

One odd issue is that my contact names sometimes get mixed up and switched around and I still don't know why that happens.

“all tickets under control”

Pros

Having all customer tickets centralized in one place is something I really appreciate since it helps us stay organized and makes sure nothing gets missed.

Cons

Pricing can climb pretty fast once you start adding multiple features and extra add-ons needed for more complete support.

“Powerful support toolkit”

Pros

Zendesk gives you a user friendly, full-featured platform for customer support and external documentation. The best part is that non-technical team members can manage and maintain it without much trouble.

Cons

Their rule engine is very flexible but there's definitely a learning curve before it starts to feel natural.

“AI integration for CX growth”

Pros

The AI capabilities have been a big advantage in helping us scale our customer experience function effectively.

Cons

One issue is that setting up at the beginning was harder and more time-consuming than we originally expected.

“centralized support that delivers”

Pros

Having everything in one centralized communication and ticketing system has been a big plus. It helps us stay on top of customer conversations and connect them to specific items inside our own systems which makes tracking and follow-up much more organized.

Cons

There is definitely a learning curve with it. The platform can feel fairly complex at times and new agents usually need extra guidance and hands-on support during onboarding.

“excellent live chat and knowledge base”

Pros

The live chat tools are excellent and it works really well as a help desk solution. On top of that the knowledge base features are very useful and it makes handling customer service much simpler.

Cons

It is powerful and I honestly don't have any complaints to mention.

“User friendly customer engagement”

Pros

Using the application is very user friendly and it's simple to work with.

Cons

Nothing major to share when it comes to cons.

“ticket prioritization boosts efficiency”

Pros

Prioritizing tickets with Zendesk Suite helps maximize our team's capacity and improve overall efficiency.

Cons

I haven't come across anything I dislike about it so far as overall it's been a very great tool.

“fast support team”

Pros

I really like how quickly the customer support team responds.

Cons

Well I am not a big fan of having to go through all the frequent questions before getting connected to an agent.

“Smooth ticketing and fast responses”

Pros

Well our team relies on these tools so employees can quickly send tickets to IT whenever they run into software, hardware or other technical problems. The ticket submission process is hassle free too and IT can respond right away when necessary. Escalating issues is just as effortless. It also keeps communication between IT and the person needing help clear, ongoing and simple for everyone involved.

Cons

I don't have any complaints. It works perfectly for our employees, my team and the help desk as well!

“reliable ticket management”

Pros

Our IT team relies on Zendesk to manage all the tickets we send in and it handles that process really well.

Cons

Honestly there isn't anything I would want to change about it.

“Organized ticketing”

Pros

Having Zendesk Support available whenever it's needed is a big plus. It does a great job of keeping project users organized and the platform navigation along with the ticketing system is set up well and makes sense to use.

Cons

Tickets can get cluttered pretty quickly if you're not staying on top of them. There are also times when the wait to reach its Support is longer than it should especially when help is needed right away. On top of that some tickets do not always come through immediately and may take anywhere from 5 to 25 minutes to appear.

“Customer history that really helps”

Pros

Zendesk has been really helpful for keeping a full record of conversations with customers and it makes sending and receiving emails back and forth very convenient.

Cons

It doesn't seem to support pictures or certain image formats although it's also possible I just haven't figured out how to adjust the email format yet.