Zendesk Suite Reviews

“reliable ticketing and call handling”

Pros

It works really well for us as a ticketing system, giving our members a clear way to reach out whenever they run into issues with our platform. It also connects with our phone system which helps us monitor calls and handle complaints much more efficiently.

Cons

The reporting side can be a bit unreliable at times and it is sometimes difficult to work with.

“fantastic multichannel support”

Pros

Zendesk has been a huge help in my daily work especially because it brings together our business channels like chat, email and voice. Using all of those in one place makes customer interactions much better and helps us deliver a really positive customer experience.

Cons

I haven't found anything that needs improvement. After using it for 10 months, it has kept me motivated throughout the day and I have genuinely enjoyed working with it while getting my tasks done.

“Helpful client feedback tools”

Pros

It helps me keep clients informed about new services my company offers and it also gives me a good way to understand what they think about the service they receive.

Cons

It is a platform with a wide range of applications so I really don't have any complaints about it.

“Clear ticket management”

Pros

This is a platform where all tickets are visible in one place right away which keeps everything clear and well organized. On top of that colleagues can also view your tickets so if someone is absent, those tickets can still be picked up on time.

Cons

For new users it can be hard to find their way around at first. It's also quite an expensive program.

“Effortless ticket visibility”

Pros

Whenever a customer calls, the ticket usually autofills with the key details so anyone across the organization can immediately see the information they need.

Cons

On the occasions when a ticket doesn't populate automatically, you have to collect all of the client's details first before you can start working on the issue.

“complete and user friendly toolkit”

Pros

It's a really complete tool and very simple to use for day to day work.

Cons

The ticketing service could be more user friendly and should include automatic deletion time settings.

“reliable ticketing tool”

Pros

Using the product is very easy and the interface is simple and user friendly to work with.

Cons

I don't have any complaints. It meets the support ticketing needs of the service very well.

“Keeps teams moving”

Pros

Keeping tabs on tickets throughout the customer support lifecycle was one of the things I liked most. It made it much easier to stay updated on where each case stood. Setting up macros was also fairly easy and once agents knew which one to use, they could reply to customers much faster.

Cons

It can become pretty complex when the initial setup is not done properly. We had to undo and sort through a lot of early decisions and once those systems were already in place, it was very difficult to reverse course.

“reliable records and tracking”

Pros

One thing that really works well is how it keeps important information saved so it doesn't just disappear and even if something does get misplaced, there's still a case number attached to help track it down.

Cons

The biggest frustration is that the responses can feel pretty laggy and I'd rather separate issues get their own case numbers instead of everything being grouped under a single one.

“Strong support tracking tools”

Pros

Running our technical support through this product has worked really well and it also lets us monitor how customers rate each individual member of the support team.

Cons

Setting up the automated macros on the front end took quite a bit of time.

“price and interface are decent”

Pros

The pricing is reasonable and I like the color scheme. Beyond that, there really isn't much else that stands out to me.

Cons

Customer service has been terrible and the response time is very slow.

“powerful support tools and integrations”

Pros

Compared with a lot of competing platforms, Zendesk comes packed with a huge range of features that really help close the gap between companies and their customers. No matter the issue, it gives teams the tools to respond to customer concerns on time. It covers ticketing, email, live chat social messaging, built-in answer bots, analytics and plenty of other useful options that help support customers and provide the right assistance. Zendesk also makes it much easier for admins and service providers to stay connected with clients without barriers especially because of its wide selection of integrations that help resolve problems faster.

Cons

Getting started was a bit challenging because there are so many technical options to work through at first and that does take some training. That said it does offer its own academy to help users learn the platform and become familiar with all of its features so they can get the most value from its plans and capabilities.

“excellent for fast marketing”

Pros

This software is really good to use especially for fast-paced marketing projects. It lets me quickly share my revenue figures with teams around the world.

Cons

This software is excellent and helps me a lot with my revenue-related projects which is exactly why I enjoy using it.

“Interface that works well”

Pros

The platform is very user friendly, with a simple interface and a level of adaptability that makes it practical for different needs.

Cons

It doesn't really offer anything especially unique compared to similar software and the lack of integrations or service options is disappointing.

“helpful email-based teamwork”

Pros

Using it is very easy and staying connected across the company through email works really well.

Cons

On the customer side though, it doesn't feel quite as user friendly especially if you just want to have a simple back-and-forth conversation.

“Simple support platform”

Pros

It is very user friendly application that's simple to learn and use even for people without any customer service experience. The interface is friendly, clear and overall very simple. The learning curve isn't steep at all and it works well for a wide range of needs, from small projects to much larger operations.

Cons

Even though the pricing plans are fairly flexible, it can still end up being a bit expensive. Also, if you want more advanced and customized configuration options, things can become complicated if you don't already have experience.

“smart prioritization and helpful FAQs”

Pros

Being able to reorder work items by priority has been a big help since it lets my team and me divide tasks clearly across our different departments. The FAQ feature has also taken a lot of pressure off because the guides are already there and only the more important questions end up reaching the support team. The platform is user friendly and there's enough training material available to help you get up and running without much trouble. Overall it's done a really amazing job.

Cons

It is an excellent tool overall but I do think the customization side could be simpler to navigate to improve workflow. At times, things end up feeling too manual if you don't have the time or technical know-how to find workarounds and make full use of everything the platform offers.

“user friendly support boost”

Pros

Zendesk Suite is very easy to use and it's simple to adapt to. It really helps a lot in day to day work.

Cons

There are still a few weaker points especially with the user interface and overall quality.

“Customer-friendly ticketing”

Pros

Customers can open a ticket without any hassle which makes the whole support process very easy on their side.

Cons

The interface is outdated and the configuration setup is not very easy to work with.

“modern interface that boosts support”

Pros

The standout part of Zendesk Suite for me was its modern, user friendly interface. Working as a support agent, having all the tools I needed available in one panel made it much faster and more productive to handle tickets. The widget layout felt clean and user friendly so I was comfortable managing all kinds of requests without any trouble. On top of that the automatic rule-based task assignment features helped me save time and stay organized. More than anything else, the well-designed interface was the part I appreciated most about using Zendesk Suite.

Cons

I liked less was that because it's such a complete all-in-one platform, it sometimes felt like there were too many options and settings. In the beginning, it was a bit overwhelming to learn how to navigate all the different areas like the help center, marketplace, analytics and more. I would have preferred a more gradual learning curve at first. That said over time I was able to understand how to take better advantage of each feature especially with help from the support section.