Zendesk Suite Reviews

“Organized customer communication”

Pros

Everything feels well organized and it's very simple to use especially when communicating with customers.

Cons

At this point I cannot point to any issues since everything has been working fine.

“searchable ticket history”

Pros

One thing that really stands out is how thoroughly tickets are documented and how searchable everything is. That makes it much easier to look back at past cases and resolve similar issues faster for my customers in the future.

Cons

One part I wasn't happy with was the way a change was rolled out to users a few months ago.

“friendly interface and effortless use”

Pros

Zendesk Suite is very easy to use and the user interface is friendly and pleasant to work with.

Cons

At this point I haven't run into any negative experiences with this tool.

“Powerful ticketing and controls”

Pros

The ticket management is really amazing and the SLA and routing features work very well. I also appreciate the hierarchical setup and the granular access controls which make it much easier to manage teams and permissions properly.

Cons

Pricing has gone up a lot lately, to the point where it feels out of reach for SMBs and mid-sized companies. On top of that the support team really needs to improve their responsiveness and overall quality.

“friendly for daily use”

Pros

Using Zendesk Suite every day has been a really positive experience. It's simple to use, very user friendly and is useful in day to day work.

Cons

Honestly I don't have any complaints. It's user friendly, easy to use and has worked well for me.

“Swift support organization”

Pros

Before switching, we were handling customer inquiries through Gmail. Zendesk is far more powerful and gives us a much better way to stay organized while keeping everything transparent across the team.

Cons

Getting it configured the way we needed for our custom website did require help from an engineer.

“Simple tickets and faster resolutions”

Pros

Working in customer support, I have been using Zendesk for more than 12 months and the experience has been excellent. One of the best parts is the user friendly interface. It is very simple, almost so getting familiar with the platform doesn't take long at all. On top of that since our goal is always first-contact resolution, it really helps that tickets can be assigned to specialized agents and marked with higher priority so issues get resolved faster.

Cons

One drawback although it happens very rarely, comes up when the internet connection isn't strong enough. If a ticket hasn't been assigned yet, there are occasional cases where the system doesn't show which agents are already working on it and that can lead to two agents adding an internal note to the same ticket.

“Rich knowledge base”

Pros

Very user friendly and the database offers plenty of helpful solutions.

Cons

Honestly nothing comes to mind. It's been an ideal program for setting up and running a helpdesk.

“user friendly software”

Pros

It is very easy to use, the login process is simple and the interface feels user friendly and easy to navigate.

Cons

It depends on having a stable connection to work properly and it tends to consume a fairly large amount of data.

“Unified support platform”

Pros

Zendesk Suite brings ticket management, the knowledge base and multiple communication channels together in one connected platform which is the biggest advantage in my view. Having everything integrated in a single place makes the support process more efficient, helps reduce response times and creates a better overall experience for both the team and the customer.

Cons

A downside worth noting is that it can be priced higher than some competing options so that may be something budget-conscious organizations need to think about carefully.

“Professional and attentive support”

Pros

The customer service team is always available and consistently very professional.

Cons

From time to time there are small bugs but that can happen and they have never really caused any problems.

“flexible teamwork that boosts sales”

Pros

This software was very simple to use because it is flexible and easy to set up. It has really improved collaboration between my team and me and it has helped me accomplish a lot. On top of that it strengthened my relationship with clients and even helped double my sales. Responding to questions and solving issues together is very easy and adoption was effortless since no training was needed. It has truly been a key part of building my business.

Cons

I am completely satisfied with its performance and genuinely proud to be using it.

“Versatile support and CRM suite”

Pros

Having everything in one suite is a big plus. It covers multiple needs at once by working as a help desk platform, a call center solution and also offering CRM-style features like customer chat, ticket management and routing.

Cons

Since it's an older SaaS product, parts of it can feel a bit confusing especially during the initial setup and while training new users.

“multichannel support that delivers”

Pros

One of the strongest things about Zendesk Suite is its multi-channel support which lets clients reach out through whatever communication method feels most comfortable to them. It also makes it possible to build a knowledge base with information related to properties and other important details.

Cons

Pricing plays a major role in whether this tool is worth using. Along with its complexity, it can be too expensive for growing and mid-sized companies that are trying to avoid taking on additional costs. Since it is cloud-based, it also depends entirely on having a stable internet connection.

“practical support information”

Pros

It is very practical and includes the information needed to resolve users' questions and concerns.

Cons

One thing missing is a filtering option that lets you find tickets by case name.

“Complete customer service solution”

Pros

Zendesk gave us a full solution for handling our customer service experience.

Cons

We went with an implementation partner recommended by them and the experience did not meet expectations.

“reliable support platform”

Pros

Over more than five years of using it, we haven't experienced a single service interruption. It fully meets what we need and has been consistently excellent for our team.

Cons

Even on the downside, it has been excellent after more than five years of use, we still haven't had any service outages and it continues to cover our needs well.

“Poor customer service irony”

Pros

There really aren't many positives here and the agents come across as not very interested or engaged.

Cons

It's pretty ironic that a company selling customer experience software delivers such poor service themselves.

“helpful KPI tracking and clean UI”

Pros

One thing that really worked well was the KPI reporting especially because it lets you track performance at both the team and individual level. The interface is clean and user friendly and even someone without prior experience can usually get comfortable with it within a few days. I used Zendesk Suite at my previous company and now that I am preparing to launch my own business, I'd definitely consider coming back to it if all goes well.

Cons

I'd just like to see an option for adding more folders in the ticketing system.

“smart knowledge base and clearer threads”

Pros

What really works well is the knowledge base because customers can use it on their own and that reduces the number of incoming tickets. On top of that everyday tasks like replying, updating ticket status and reading formatted text feel much easier. Even in long conversations, the thread layout makes it easier to follow along without getting lost.

Cons

A downside is that it still doesn't offer a full self-service portal like some other ITSM tools do. It also has limited features for decision-makers and team leads who need stronger control over their change management process.