Zendesk Suite Reviews

“miserable article formatting”

Pros

It gave us a central place to create, store and organize articles which worked well for sharing a knowledge base externally with users.

Cons

It is very hard to figure out where to go for what you need. On top of that formatting knowledge base articles is miserable and very limited if you are trying to keep things simple and it ends up being much harder to use than any other article creation tool I have worked with.

“real-time support that delivers”

Pros

Handling a high volume of business means we need everything available instantly and Zendesk Suite makes that possible. Being able to switch between tasks so conveniently is a major upgrade from our previous software which didn't allow that at all. It has made a noticeable difference in both the speed and accuracy of the service we provide to clients throughout the day. On top of that being able to work inside a customer's account while also chatting with support is incredible. It lets us keep moving in real time and while that might sound like a small feature, it has been a huge benefit for our team.

Cons

There have only been a handful of occasions when I had to wait longer than expected for a live agent to assist with an issue. I understood that it required some patience but it still left me unable to help a customer right away and forced me to call them back much later. Thankfully, this is very rare and I can literally count on one hand well, two fingers how many times it has happened.

“Fantastic live chat setup”

Pros

The live chat system is very simple to set up and use.

Cons

The platform can feel a little challenging for new users to fully learn at first.

“flexible support that delivers”

Pros

I must say the customer service has been one of the most impressive parts of using Zendesk Suite. It makes it simple to keep track of what the business needs which is a big reason it has become my favorite. The platform is also very flexible so it works well for beginners and fits all kinds of businesses.

Cons

Honestly I don't have any complaints about this tool.

“powerful support toolkit”

Pros

Zendesk Suite brings together a wide range of customer service tools that make it possible to deliver excellent support in one platform. One of the best parts is the AI-powered bots which help automate customer interactions efficiently. It also lets you track organize and resolve all tickets from a single place which makes support management much more convenient.

Cons

The ticketing UI is fairly complex so it can take some time for certain users to get comfortable with it.

“all-in-one support win”

Pros

Our support operations run quickly and efficiently with this platform and having everything in one place is a huge plus. Guests can move through it without any trouble and find what they need fast.

Cons

Honestly this is like the platform of the year. I have absolutely no regrets about using it.

“Faster support with automation”

Pros

Automated workflows have noticeably improved how fast we reply to customer inquiries which helps us avoid leaving customers waiting too long for support.

Cons

One drawback with this tool is that the more advanced features can be a little tricky to configure in the beginning. It takes a while to customize everything to fit our specific needs.

“powerful support insights”

Pros

Running support operations with Zendesk as an admin has been really effective because it comes with a full set of tools to manage everything in one place. The ticketing system is amazing and highly customizable so we can adjust workflows to match our exact processes and support needs. On top of that the reporting and analytics features give us useful visibility into performance metrics which helps us spot trends and identify areas where the team can improve.

Cons

Its own customer service is usually responsive but there are times when technical issues take longer than expected to get resolved and that can interrupt day to day operations.

“Better customer communication”

Pros

Zendesk has really helped our team stay connected with customers and respond to any issues they run into with our products. It also strengthened our credibility since our after-sales communication improved a lot once we started using Zendesk.

Cons

At this point I haven't come across any issues but I'll update this review if that changes.

“reliable ticket tracking”

Pros

Simple to work with and really useful for staying on top of projects and support tickets.

Cons

The admin menu can be confusing and the auto-routing triggers don't always behave consistently.

“confident but usually wrong”

Pros

There are rare moments when it feels somewhat helpful and over time it can come across as a little more likable.

Cons

It often sounds extremely confident and certain even when the information is completely wrong. At times, it feels more like convincing acting than actual support.

“Custom branding and handy integrations”

Pros

After using Zendesk for around three months we have been really happy with how simple it is to customize the branding, add or remove agents and set up specific policies. Everything is managed from a user friendly dashboard that keeps it all in one place which makes daily use much more convenient. We also use it across our other platforms including our websites and merch store and the integrations have been very easy. Our customers have enjoyed using it as well.

Cons

The biggest downside is definitely the cost although we were able to get a discount because we're a startup. It would be nice if it offered a free plan to start with. Even if that version came with limited features, it could still include basics like web chat or support for a certain number of agents.

“clean layout and simple navigation”

Pros

The platform is user friendly and the interface is easy to navigate. The overall layout is well organized too.

Cons

Responses from their team can take a little while sometimes.

“complete support toolkit”

Pros

Zendesk Suite is like a full customer support package. It includes pretty much everything needed to run strong customer service and it connects well with most CRMs without much hassle. When you pair it with a chatbot, it becomes even more useful because it helps organize tickets and route customers better which makes resolving issues much faster.

Cons

I honestly don't have many complaints it. If anything, the pricing could be a bit lower.

“Clean design and simple workflow”

Pros

It is very easy to use and the interface has a really modern, visually appealing design.

Cons

The email filtering between older and newer messages could be better. At times, it takes a while for new emails to get filtered properly.

“Versatile support tools”

Pros

Having email and live chat in one place makes handling support much more convenient. The customizable workflows and automation tools also take a lot of effort out of day to day support tasks.

Cons

It can get expensive for smaller businesses as they scale. On top of that some advanced features are only available through extra add-ons which drives the cost up even more.

“tracks everything reliably”

Pros

It really keeps tabs on everything and the flexibility is a big plus. We can add more parameters whenever needed and remove ones that are no longer relevant.

Cons

One limitation is not being able to CC the right people directly inside it.

“Customer-friendly support powerhouse”

Pros

Nearly a year into using Zendesk Suite, it has been very customer-friendly and simple to navigate. It provides a complete set of customer support solutions which helps keep our support operations efficient and well organized.

Cons

Pricing is a little higher than some competing software options.

“Very useful integrations”

Pros

It's a really great tool and is quite easy to use. There are also plenty of integrations available, including Jira and Intercom which makes it even more useful.

Cons

At times pulling reports from it can be a bit challenging because setting up the filters is somewhat tricky.

“Frustrating support and add-on costs”

Pros

Very little has worked exactly the way we expected. The live chat has helped reduce our overall customer support workload which has been a benefit but getting it configured was harder than it should have been and maintaining it has also been more challenging than with other platforms. A lot of the features we do appreciate either are not available across every Zendesk version or only function reliably about half the time.

Cons

The mobile app is close to unusable. Even worse though, is the support experience once the sale is done. Before you sign, communication is excellent and they walk you through every feature it can offer. Afterward, it becomes clear that reaching an actual person for support is nearly impossible and many of the features presented during the sales process are not actually included unless you pay a very high additional cost. In our case, adding AI chat, business hours management and reporting to our account, all features that were shown in the demo as if they were part of the plan we were purchasing, would end up costing more than double our yearly subscription.