Zendesk Suite Reviews

“powerful support channels”

Pros

Zendesk Suite helps us manage client support really well across multiple channels. It keeps track of ticket arrivals, handling time, phone support and chat support in one place which makes the whole support process much more organized.

Cons

At times there's a delay when notifications are sent and the pricing plan can feel a bit expensive.

“Real-time updates”

Pros

Getting Zendesk Suite up and running was easy and the feature set is really powerful. The real-time updates are something we especially like.

Cons

One downside is that after the initial implementation, it becomes difficult to get in touch with Customer Support.

“automatic ticket forwarding”

Pros

Tickets get forwarded to email automatically which is really convenient and keeps everything moving without extra manual work.

Cons

Only limitation is that when replies are made directly in it, they don't get sent out through email.

“Helpful customer conversation history”

Pros

It's really useful for communicating with customers and having quick access to previous conversations makes follow-ups much more convenient.

Cons

At times it doesn't always show up when I am trying to search for something which makes finding it difficult.

“user friendly and affordable”

Pros

Zendesk has a very user friendly, minimalist design that makes it pleasant to work with. I really enjoy using the platform because it's easy to navigate and also quite affordable.

Cons

There are still quite a few areas that could be improved but overall I am happy to keep using the service.

“Smooth client-service connection”

Pros

The software is very easy to use and it keeps the connection between the client and the service side well linked at all times.

Cons

At this point I really do not have any complaints about its services since they always seem to be finding ways to improve.

“support client tres pratique”

Pros

It is a really simple customer support tool to use which makes it pleasant for everyday use.

Cons

Nothing really bothersome to me but still I feel like just a few small improvements could still be made.

“Flexible ticket views”

Pros

The interface is very user friendly and being able to customize the ticket views to match exactly how I work is a huge plus.

Cons

At times the reporting tools are a little confusing to navigate and I do wish there were more advanced analytics included.

“integrated tools with smart ai”

Pros

I must say the connected sub products work really well together which makes the whole suite more useful. They have also recently added AI and it brings a lot to the table, including ticket summaries, intent detection and sentiment analysis. The analytics side is good too although it's still missing a few things.

Cons

The real-time dashboard is there but the customization options are limited. Support is also tiered so unless you're on Premier Support, getting a response from their team can take a few days. Pricing is another downside especially now that plenty of competitors are improving fast and offering similar solutions at a much lower cost.

“powerful workflow automation”

Pros

The workflow recipes were incredibly helpful. We already had plans to build workflows for assignments and alerts but they also sparked a lot of additional ideas around automation. Now we use them for automated ticket creation, routing, scheduling and more. Most of the time, everything works exactly the way we expect it to.

Cons

Well the interface is beginning to feel a little dated especially when you compare it with some of the newer support platforms out there.

“Pricey extras”

Pros

I would say the overall ticketing tools in Zendesk Suite work well especially for team environments. It gives everyone access and makes it possible to collaborate and share feedback without much trouble.

Cons

A few features that feel very basic are still locked behind premium pricing and require extra payment. For instance something as simple as forwarding a case by email comes at an additional cost.

“powerful support analytics”

Pros

Zendesk does a really good job of managing support tickets, live chats and messages and it gives us plenty of ways to analyze the data either directly in the platform or by pulling it through the API to review on our side.

Cons

One limitation is that some data shown in the website dashboard still cannot be extracted through the API.

“Scenarios that boost support”

Pros

The ability to set up scenarios really helps us respond to customers more efficiently and stay consistent in our support process.

Cons

To be honest I have nothing to share at all when it comes to cons.

“helpful ticket tracking and reports”

Pros

Keeping up with customer inquiries is much more convenient when everything is in one place and responding to them is as easy. The reporting tools have also been really useful for monitoring performance and staying on top of support activity.

Cons

The interface could be more user friendly than it is now. It definitely took a while to figure out how some of the features work and where everything is located.

“unified support hub”

Pros

A big plus for me is how everything is combined in one suite, with Support, Chat, Talk and Explore all working together. Having these customer service tools in a single place makes day to day work much more organized and simplifies the overall workflow by giving us a central hub for handling customer interactions.

Cons

Well the thing that does bother me from time to time is the occasional system downtime or outage. It hasn't happened constantly but I have run into it on some occasions.

“Powerful automation and reporting”

Pros

The automation features and reporting tools have made a big difference in how efficiently our customer service team operates.

Cons

One downside is the limited customization available for the knowledge base and the pricing feels like it could be more competitive.

“centralized access and audit trail”

Pros

Everyone across our organization can use a single platform to request access to different applications. Zendesk also keeps the full approval trail on record which makes it simple to generate reports for auditors.

Cons

With the Gmail integration, users are not always clear on whether they are replying to everyone or just sending a reply to one person.

“excellent ticket tracking and teamwork”

Pros

Zendesk Suite has been a big help for our team's efficiency. It lets us reassign tickets between each other without any hassle and it's really useful for quickly keeping track of anything that has gone past its SLA.

Cons

The pricing setup could definitely be improved. You have to choose a pretty expensive plan just to access what feels like basic functionality.

“Fast customer replies”

Pros

This platform lets me stay in touch with customers and respond to their questions right away which is incredibly valuable for delivering good customer service.

Cons

At times the notifications show up later than they should.

“Complete and indispensable suite”

Pros

We weren't familiar with Zendesk at first and only started using it because one of our clients was already working with it. After adopting it, we discovered a flexible, full-featured platform that has become essential for managing a website effectively, whether it's focused on lead generation or e-commerce. The range of features is broad and each one has proven genuinely useful.

Cons

We haven't run into any real issues with it, as the suite feels very complete. If there's one downside, it's that the pricing can sometimes be a bit out of reach for small and medium-sized businesses.