Zendesk Suite Reviews

“powerful support hub”

Pros

It connects well with other live chat tools which makes it convenient to respond to customers and manage tickets all in one place. The interface is also well designed and pleasant to use.

Cons

There is definitely a learning curve because the platform includes a lot of modules so having some prior knowledge of the tool helps quite a bit.

“Strong automations and jira sync”

Pros

Zendesk comes with a strong set of automations and integrations that are really important for running an effective support desk. Automated replies based on ticket conditions cut down the amount of admin time spent manually updating tickets, while also giving customers immediate confirmation that their request has been received. The Jira integration is especially useful when handling new support tickets as part of an existing or active project. New Zendesk tickets can be brought directly into current Jira projects which keeps the workflow connected and efficient.

Cons

The pricing can get fairly expensive depending on how you plan to use the platform. If all you need is basic ticket management and a large number of individual users involved in the workflow, it may not be the most budget-friendly choice since you are charged per user. The admin side also is a little confusing mainly because ticket management and automation/workflow management are handled in separate areas. A more unified, condensed admin panel would make the interface much better for both administrators and service agents.

“simple layout and usability”

Pros

Compared with several other tools I have tried Zendesk Suite has the most user friendly layout and is the most comfortable to work in. The platform is very user friendly overall which makes day to day tasks much easier to manage.

Cons

I think the thing that could make it even better is adding more integrations. With a broader range of built-in connections, it could become more of a complete one-stop shop.

“helpful ticket tracking and auto-replies”

Pros

It's really useful being able to see which support tickets have been opened and which ones have already been actioned. The automatic replies that get sent after logging tickets are also a nice touch and help keep everything clear.

Cons

One thing that can be frustrating is that it's fairly difficult to find previous tickets.

“Great resources and active community”

Pros

The software keeps improving over time and it comes with really helpful walkthroughs soPs and a big user community you can lean on when your setup isn't working as well as it should.

Cons

The tagging features and automatic queue routing feel like they're locked behind a paywall.

“macros and hotkeys are fantastic”

Pros

Zendesk has been incredibly simple to work with and the macros have made a huge difference in my day to day tasks. The hotkeys let me pull up the right macro really fast and I can still customize the replies before sending messages to customers.

Cons

Honestly I don't have any complaints about it. If anything, I just wish more companies were using it.

“User friendly support platform”

Pros

It stands out for being user friendly and pretty simple to follow. I'd definitely recommend it to a friend or colleague.

Cons

Every now and then the system crashes but it doesn't happen very often.

“powerful customer support hub”

Pros

Working as a virtual assistant, I handle customer management for my company and this platform lets me take care of everything through live chat, email and voice in one place.

Cons

At the beginning, I had a bit of trouble getting used to the interface.

“Weak support”

Pros

The platform is easy to use and handling day to day tasks is simple and efficient.

Cons

Customer service and support are lacking which can be frustrating when help is needed.

“Smart ticket routing and visibility”

Pros

Its ticket routing works well, the email alerts keep things moving and the interface makes it simple to spot open items at a glance.

Cons

One downside is that it sends too many email notifications for every single update which can become a bit much.

“reliable ticketing and call logs”

Pros

I really cannot complain because the suite lets me handle all my tasks, ticketing, call logs, monitoring and more without any trouble which has been truly remarkable.

Cons

Occasionally the system has downtime or technical issues but I have rarely run into that during the entire time I have been using the suite.

“all channels in one place”

Pros

Having Zendesk has made a big difference because it brings every customer conversation into one place, whether it comes from email, live chat, phone social media or other channels. On top of that all the relevant customer details and interaction history are available in the same space which makes handling and resolving questions or issues much simpler. With everything right at hand, agents can reply to customers much more efficiently.

Cons

Its customer support quality can depend on the region and the edition of the platform being used. Some users have mentioned that the support experience does not always match what they expected. Also although it is well known for its integration options, more advanced integrations can still require extra technical knowledge and support from IT staff.

“Clear ticket handling workflow”

Pros

Zendesk makes it simple to receive, track, monitor and respond to tickets and incidents. The information is laid out in a clear, logical way so the focus stays on resolving the ticket rather than spending time figuring out the software.

Cons

I am sure it isn't perfect but up to this point I really haven't come across anything that has been an issue for me.

“smooth omnichannel support”

Pros

It helps agents solve issues quickly, offer more personalized support and build stronger customer relationships through a smooth omnichannel experience. It's not just about giving customers many ways to reach out as it's about keeping the entire support journey connected across every channel.

Cons

Even though it is a well-known customer service platform, it still comes with a few downsides. The pricing can be quite high, customization options feel somewhat limited and setting up and making full use of its features can be difficult.

“Secure customer support features”

Pros

Zendesk comes with a wide range of features and the most valuable one is how well it helps with customer interactions. The connections also feel secure and reliable.

Cons

I didn't like not being able to reply to multiple tickets at the same time.

“user friendly support workflow”

Pros

It has been working really well for us especially in the BPO environment. The interface feels user friendly, navigation is simple and it helps make daily tasks easier to manage.

Cons

There's always room for improvement in any software but it is already in a much better place and makes the work easier overall.

“helpful automation and navigation”

Pros

I must say it has been a pleasure to use because the layout is simple to move around and the automation features save a lot of time while helping improve workflows.

Cons

At this point I have not run into anything I dislike about this tool. It has been an excellent customer service platform.

“Powerful chatflows and integrations”

Pros

It is fast and the level of personalization is excellent especially when creating chatflows to support customers. The AI keeps improving over time which makes the tool even more useful. It is also very practical for tracking tickets and assigning them to multiple owners inside HubSpot. The wide range of integrations plus the apps marketplace adds a lot of value.

Cons

One area that could definitely improve is support response time since replies can be slower than expected. The API also feels like it could be more polished, mainly because some documentation is missing or unclear, such as guidance on how to hide the bot when certain actions happen on our site.

“very user friendly support tool”

Pros

Zendesk Suite is simple to use and the whole platform feels very user friendly. I really love using it.

Cons

Honestly there's nothing I dislike about it.

“Organized tickets and strong support”

Pros

Using it felt very easy from day one. Anytime someone needed help, they could send in a request and it would go directly to our team to handle. It was simple to keep track of what still needed to be done and when each request had come in. I also appreciated how well it helped us organize issues by tagging tickets into categories like New Hires, Terminations, Unemployment forms, Payroll questions, technical problems and more. Another big plus was having such a large knowledge base built into it. I could look back at older tickets, see how similar situations were resolved and reply in a consistent way.

Cons

On rare occasions the system would go down and when that happened we basically could not do our jobs or support our employees at all. Since it was our primary way of communicating with employees across the U.S., any downtime had a big impact. We relied on it mostly for employee tickets and also for communication with state agencies especially during COVID when unemployment claims were high. It served as our main support channel so whenever it was not running, handling issues became very difficult.