Zendesk Suite Reviews

“organized calls and balanced workload”

Pros

It does a really good job of balancing incoming phone calls across the team which helps distribute the workload fairly. Because of that, each agent can keep up with support tickets without getting completely pulled away by calls.

Cons

I don't have any complaints overall. The wrap-up time after calls is an excellent feature and it keeps everything very organized for our team.

“accessible support”

Pros

Zendesk is very accessible and easy to use. It offers a lot of options that help keep everything organized and make it simple to track your work.

Cons

At the moment I do not have any dislikes about it.

“Responsive support”

Pros

Quick customer contact and fast issue resolution are essential for any business and Zendesk Suite handles that really well. The interactive chat and support system keeps all tickets and customer concerns organized which makes them much simpler to resolve. It's a really great product and the support team has been excellent too.

Cons

I haven't run into any problems with it. Whenever there was a support ticket, it was handled quickly.

“Reasonable price”

Pros

Zendesk offers pricing that stays fairly reasonable even if the extra options can get expensive which I'll mention in the downsides. On top of that getting started is incredibly efficient because the interface and overall ergonomics are very well designed.

Cons

As soon as you need more customization, you have to pay extra and the cost goes up pretty quickly...

“User friendly lead management win”

Pros

It works really well for lead management, saves us a lot of time and is very user friendly while still being effective.

Cons

At times their customer support can be a bit slow when it comes to responding.

“quick setup, helpful support tools”

Pros

Getting started was not a problem and it makes it simple to find answers and assist clients efficiently.

Cons

The downside is having to configure all the answers, along with the installation and plugin setup.

“Clean ticketing and team routing”

Pros

Zendesk Suite has a very user friendly interface and it makes reaching customers or users through support tickets really easy. The whole system is well organized especially since you can clearly assign tickets to the right members of the support team.

Cons

At times the real-time notifications are delayed and take longer than expected to come through.

“chat and ticketing win”

Pros

The live chat tools along with ticket creation and tracking have really transformed the way we handle business. Being able to support customers in real time online has been a huge plus as they like it and it works really well for our team too.

Cons

There is a bit of a learning curve at first but it's manageable.

“Amazing once trained”

Pros

It is pretty easy to use once you've had the proper training.

Cons

Getting comfortable with it takes quite a bit of training upfront.

“Good start for support teams”

Pros

Covers pretty much everything needed for first-line customer service so it works well for handling the basics right away.

Cons

It is like the standard option for customer service management. It's a good place to begin with, then figure out later what additional tools or features you actually need.

“reliable ticketing and live chat”

Pros

It works well for handling IT tickets and live chat support in one service.

Cons

The only downside is that customer support can be a little slow to respond at times.

“simple and essential”

Pros

Everything about Zendesk Suite is very user friendly and it's been really easy to use. It's become a critical part of running my business.

Cons

Honestly I don't have any complaints. I am very happy with this system overall.

“fast customer replies”

Pros

Responding to customer concerns is very easy and convenient.

Cons

There really isn't much to complain about especially since it lets you merge multiple tickets together.

“all channels in one place”

Pros

Having a single place to handle requests coming from email, Facebook and Twitter is really useful. I can also pull up tickets that were resolved years ago which helps a lot when trying to understand a customer's full history and journey. It's also helpful to see who is currently assigned to or working on a ticket so I know whether to move on to something else or reach out to a coworker and share information when needed.

Cons

One thing that could be better is the spam filter since it doesn't catch as much as some other tools do. That said I realize part of that depends on the team responsible for training and maintaining those spam filters.

“Smooth ecommerce integration”

Pros

Connecting it with our ecommerce platform was very easy which has been one of the most valuable parts for us.

Cons

At times the dashboard feels a bit confusing and it is not always that simple to clearly see what staff members are doing in their day to day work.

“Free support tools”

Pros

It's simple to use and the free version gives you a great base level of service.

Cons

The latest upgrade adds CRM support along with full support for the cloud.

“helpful support for login issues”

Pros

Whenever we run into problems with NT logins, VPN access, password resets and similar issues, this is usually the platform we go to for support.

Cons

When they're assisting several customers at the same time, there can be a wait before your turn comes up.

“Valuable for client communication”

Pros

It has become a really important tool in our day to day work especially when we need to communicate with customers and clients.

Cons

Every now and then we run into an outage but it does not happen often.

“ultimate support powerhouse”

Pros

This really is like the ultimate tool for customer service.

Cons

Honestly I cannot think of any downsides with this software as it's just amazing, seriously.

“fast alerts and great reporting”

Pros

Its integration with other platforms is really well done, the notifications come through quickly and the reporting features are very capable.

Cons

Getting everything implemented can be a bit complicated but once the setup is done, it works really well.