Zendesk Suite Reviews

“workflow automation that delivers”

Pros

Workflow automation with Zendesk Suite saves a lot of time and effort. It has also reduced the need to bring in more staff for the same tasks. I have seen clear benefits in terms of faster processes, smarter results and better cost efficiency. I truly value Zendesk Suite and our customers are noticing the improvement in what we deliver. It's definitely worth getting on board for even better results.

Cons

I don't have any complaints. The interface is very clean, everything is well organized, navigation is simple and the results it delivers are smart and reliable.

“Valuable tool”

Pros

Zendesk is a tool we regularly recommend to our clients. It's especially valued for the quality of its customer support and the reliability of the platform. Overall it works very well.

Cons

It can be fairly expensive for smaller businesses and getting started takes a bit of time because the initial learning curve is somewhat demanding.

“Strong team onboarding”

Pros

Getting Zendesk Suite up and running is very easy and using it day to day is simple as well. Bringing teams onboard is not complicated which cuts down the time needed for customer service training and helps save quite a bit on costs in that part of the process.

Cons

The reporting side is still lacking many features that feel essential for understanding the business and tracking performance properly. On the integration side, it falls short when it comes to more advanced capabilities and that makes the application harder to scale effectively.

“flexible support customization”

Pros

With Markdown and a bit of Zendesk know-how, updating ticket statuses right from the inbox is pretty easy. It also gives you plenty of ways to tailor support with custom ticket fields, categories and tags which helps make the experience feel more personalized for customers.

Cons

Costs can climb once you start adding more advanced features in it. On top of that customizing the overall look and feel of the help center is fairly limited so making appearance changes can end up being frustrating.

“Complete tools at a fair price”

Pros

Zendesk Suite feels very complete and the pricing for us as agents is affordable.

Cons

The downside is that the cost to access reports or analytics is high.

“fast support and clear priorities”

Pros

Whenever clients reached out for help, Zendesk put our team in a strong position to handle it well. It helped us reply quickly, keep communication clear and get a good sense of which requests needed immediate attention.

Cons

I genuinely had a very positive experience with the product overall. Every now and then, it would slow down a bit with real-time requests although that may have been more related to connection issues than the platform itself.

“powerful search and shared answers”

Pros

The search and lookup tools are excellent. It's easy to find a participant's email address and we can pull up a complete history of every interaction they've had with us. It's also really useful that responses can be saved so other team members can reuse them as standard replies for specific FAQs.

Cons

One issue that comes up at times is that alerts and notifications don't always come through unless the application is opened from the back end.

“Collaborative multichannel support”

Pros

Zendesk Suite has been really useful for handling and tracking customer support tickets in a collaborative way. It makes things simpler because everything can be managed directly from the platform and it is also possible to involve other agents when needed. Another part I appreciate is the ability to manage requests across multiple channels, including email, live chat social media and phone.

Cons

The customization options for automated replies and the integration with some third-party applications felt quite limited. On top of that the pricing is a bit on the high side.

“organized support in one place”

Pros

Handling end-user communication through email and chat works really well with this product and having all support issues tracked under one umbrella is a big advantage. The feature I appreciate most is the ability to prioritize and organize support tickets efficiently.

Cons

One challenge is that the integration process for tickets coming in from different channels like email, chat and phone calls is quite difficult. It would be much better if it could monitor all ticket data and offer suggestions to make end-user tracking and monitoring easier.

“Great tools.. confusing reporting”

Pros

Zendesk is pretty easy to use and while I'd rather have my team working in the workspace functionality, we're still able to handle customers quickly thanks to the overall strong feature set and range of tools.

Cons

The reporting feature is a bit confusing to me and can be hard to navigate at times although I usually manage by clicking around in the reports until I find the information I need.

“clean ticketing workflow”

Pros

The layout is well organized and using the ticketing system is also very easy.

Cons

Well the pricing was higher than some of the other options available.

“excellent support access”

Pros

It works really well and gives excellent access to support.

Cons

I haven't had any issues with it at all and I'd highly recommend it.

“Macros boost support”

Pros

Zendesk Suite helped us build an FAQ that reduced the number of tickets needing direct handling. It also lets us create macros which saves a lot of time when managing responses. On top of that it makes ticket tracking and ticket grouping much easier.

Cons

The ticketing system can sometimes make users hesitant to adopt it so putting a transition phase and proper change management policy in place is necessary if you want to avoid losing momentum.

“flexible ticket follow-up”

Pros

Being able to revisit an older ticket is really helpful and assigning and organizing tickets into categories is pretty easy.

Cons

At times it can be difficult to find answers or figure out how to configure certain things.

“powerful issue tracking”

Pros

It does an excellent job of tracking issues and giving useful reports which makes it really helpful for staying on top of support work.

Cons

The visual design feels pretty underwhelming and the interface just isn't very fun to use.

“Centralized support that works”

Pros

The software is easy to use and customizable. Plus it helps bring all requests into one place and provides great tracking which is great for team-based support management.

Cons

It still takes a bit of time to get comfortable with and the setup needs regular fine-tuning. Preconfigured options by business type would be a welcome addition. Spam filtering could also be better and the pricing feels a little high.

“quick setup and handy integrations”

Pros

Zendesk Suite was up and running easily and didn't require any technical expertise. The integrations are also really useful especially since we can connect it with other social media tools and manage communication from one place.

Cons

One downside is that it doesn't load properly when the internet connection is weak.

“all customer tickets in one place”

Pros

Handling client tickets from different channels like Facebook and email in one central place is really convenient.

Cons

The cost could definitely be lower especially since competitors like Freshdesk offer the same features at a much cheaper price.

“Excellent live chat metrics”

Pros

Really strong application for chatting live with customers and the real-time metrics are very helpful.

Cons

Incident escalation can sometimes take a while before it gets resolved.

“Customer service boost”

Pros

Zendesk really helps teams elevate the quality of their customer service.

Cons

Since it's software, connection issues still come up quite often.