Zendesk Suite Reviews

“collaborative ticket tracking win”

Pros

Working together with the support team in Zendesk Suite is really easy and it makes it simple to keep up with how each ticket is progressing.

Cons

It would be better if it connected with a wider range of products and allowed broader user access across the platform.

“Reliable issue tracking alerts”

Pros

It has been very effective for keeping track of issues whenever problems come up. Its notification system is fast, timely and dependable.

Cons

At the beginning we did run into some delays with notifications during setup. That issue has since been resolved and the alerts are working properly now.

“powerful automation and analytics”

Pros

Zendesk Suite has a really strong admin setup. It lets us build complex automations and set priorities exactly the way we need which gives it an advantage over other tools that only offer more basic automation. The analytics side is also very practical because of the smart tagging system making it possible to pull in whatever fields you need or want for reporting.

Cons

When several teams are working in it at the same time, things can get messy with ticket transfers and frequent changes to ticket forms. That's something that really needs to be managed at the department level. The feature I liked least was that participants cannot be permanently removed from a ticket because if an external reply comes back with that email added in CC again, it will automatically add that person back.

“user friendly support channels”

Pros

The interface is very user friendly so getting around the platform and using its features is really not a problem. It also connects well with social media networks which makes it more practical for handling customer communication. The tools are accessible and simple to use and it plays an important role in both customer service and overall business management.

Cons

It is quite expensive which can make it a bit difficult for small businesses to afford.

“remote selling that delivers”

Pros

Working with prospects remotely is really convenient with this tool and it's very effective for helping businesses generate more sales. It's a great product overall and I would definitely recommend it.

Cons

The platform is simple to use, the user interface feels polished and high quality and the support team is very responsive. I'd recommend it.

“User friendly support experience”

Pros

We really enjoyed using the program and it was very simple to work with.

Cons

Because it was so customer-friendly, it ended up taking more time during the day to interact with customers.

“pretty adaptable setup”

Pros

It is easy to use, the interface is user friendly and the platform is practical and flexible enough to adapt to different needs.

Cons

As it runs on a subscription model, it creates ongoing operating costs over time.

“fast and responsive”

Pros

Pages load quickly, the interface responds well and the overall design is pretty amazing.

Cons

Every now and then clicking the submit button doesn't go through on the first try so it has to be clicked again.

“all-in-one support standout”

Pros

Everything a customer service rep needs is built into this tool so it really works well for day to day support. The layout is simple to navigate and passing a concern along to another department is also not a problem.

Cons

I honestly cannot say anything negative about this tool because it has been extremely useful overall.

“Reliable activity tracking”

Pros

Zendesk Suite does a really good job of keeping track of all the activity that needs to be monitored.

Cons

To be honest I didn't run into anything I disliked about it. It's very reliable and works as a trusted, traditional problem solver.

“Vendor support made simple”

Pros

It is very easy to use. Plus it makes it simple to coordinate and stay connected with vendors whenever I need help or assistance.

Cons

Honestly I have nothing negative to point out as it's convenient and very easy to use.

“support is basically unreachable”

Pros

Well things worked well overall right up until we needed help from Zendesk support.

Cons

Its customer support is practically nonexistent. They do not offer a phone number or any call support. Our account was disabled after fraud hit our card even though we already had a valid ACH connection in place when they disconnected us.

“centralized support that delivers”

Pros

Having everything in one platform has made a real difference in delivering exceptional customer service. It helps improve the overall customer experience and brings a lot of value to customer service management for the company. One of the biggest advantages is being able to centralize every communication channel with customers in a single place. It also makes repetitive tasks easier to handle through automation and routes tickets to the most suitable agents. On top of that the analytics and reporting tools are very useful for measuring and evaluating support team performance.

Cons

Honestly I don't have anything negative to point out. It's an excellent platform considering everything it offers. The interface is user friendly, customizable and flexible enough to fit the needs of different types of businesses. It also gives you the option to integrate with other tools and systems your company may already be using.

“Ticket visibility and score tracking”

Pros

Finding the right ticket is really easy and our agents can clearly see their scores which helps them understand how much more they need to work on.

Cons

I really cannot think of any major downside. There may be a few minor glitches once in a while but their team fixes them very quickly.

“scalable omnichannel support”

Pros

Zendesk Suite comes with strong features like scalability, integration capabilities, omnichannel support, unified customer assistance, customization, flexibility and great reporting and analytics tools. Customer support is decent. The suite provides complete solutions and does a good job covering customer care needs and ticket management even if it does not really stand out for usability.

Cons

Its feature prioritization process is a bit too slow for my taste. On top of that the software is anything but easy to use.

“unified support done right”

Pros

Having everything in one unified workspace makes Zendesk Suite stand out. The contextual interface lets you handle customer conversations from email, chat, phone social media and other channels all in one place which keeps daily support work much more organized. It also gives a full view of each customer's history and profile, along with useful data pulled in from systems like CRM, e-commerce and billing tools. Because of that, it's much simpler to deliver personalized and consistent support no matter how customers decide to reach out.

Cons

One area where it is weaker is the Bot feature. Answer Bot, in particular, is not very reliable or helpful when dealing with more detailed, complex or specific questions. That can easily frustrate customers especially when they would rather connect with a real agent than interact with automation. It would be much better if it improved Answer Bot's natural language processing and machine learning and also gave users more flexibility and control over how the bot behaves and can be customized.

“Personalized support insights”

Pros

It gives agents the key customer details they need to deliver more personalized support.

Cons

The implementation was expected to take too long and cost more than we could justify so we decided not to move forward with them.

“TOP customer service”

Pros

Using Zendesk helps me strengthen customer relationships and support clients with complete security around their products. It's a really good software solution.

Cons

I haven't run into any issues.

“clean interface and flexible setup”

Pros

The interface is very user friendly and simple to navigate and setting up the SMTP integration was not a problem.

Cons

Connecting SMTP and IMAP for using a custom email with tickets still takes some technical know-how.

“helpdesk value for small teams”

Pros

I find it easy to use and the pricing worked well for a one-person team. There are lots of support videos and forum discussions available which made the setup process easier to navigate. The Helpdesk has been the most valuable feature by far since it saved us from having to build dozens of pages in Magento or Shopify.

Cons

The per agent pricing made it harder to fully take advantage of everything the platform offers. It was also disappointing that Instagram DMs aren't included with the social channels and require an extra cost.