Zendesk Suite Reviews

“powerful reporting and automation”

Pros

Its reporting and automation tools have been really amazing and the platform connects well with some of the other tools we already use.

Cons

Biggest downsides are the price, the overall complexity and the learning curve. Integrations can also become challenging when third-party documentation is incomplete or unclear.

“Closer customer support”

Pros

One of the best parts is how quickly and efficiently we can support our customers. It really helps us stay more connected to them and build a closer relationship.

Cons

Only downside on my end is the pricing which feels a bit higher than I'd prefer.

“user friendly support hub”

Pros

The interface is easy and simple to work with, email compliance is handled well and it doesn't take much training for people to get comfortable using it.

Cons

I'd still like to see more advanced options for building complex workflows.

“outstanding support every time”

Pros

Whenever something new comes up or we hit a problem, their customer support is excellent and always willing to walk us through it.

Cons

Learning new features on your own can be difficult unless support helps guide you through them.

“all project details in one place”

Pros

With Zendesk having the ticket number is enough to pull up the full conversation history, documents and detailed information tied to a project. It makes it really convenient to track everything related to a project in one place.

Cons

One frustrating part is that once a ticket has been closed for a while, it cannot be reopened so a new one has to be created instead. That makes ongoing updates more complicated than they should be. It also takes proper training for executives to use it well so the platform can feel a bit complex and not always very user friendly.

“Powerful support insights”

Pros

Zendesk Suite has been really valuable because it brings ticketing, live chat and customer self-service together in one place which makes customer support much more efficient. Another big plus is the reporting and analytics side. It gives detailed information on response times, performance trends and customer satisfaction ratings and those insights help us improve the quality of our customer service.

Cons

It does include chatbot functionality but it is fairly basic compared with some standalone chatbot tools.

“reliable chat and database tools”

Pros

Having both database management and real-time chat for users and administrators in one place has been really valuable. It covers what I need well and makes communication and information handling much more convenient.

Cons

I don't have anything to mention when it comes to cons. I have found it very useful overall.

“Organized tickets and clear queue”

Pros

The support queue stays well organized and tickets are clearly displayed, with a helpful way to quickly spot which ones still haven't been handled.

Cons

The email reply and forwarding settings are not user friendly at all and switching the reply-from address is not easy. I really do not like how the email options are designed on this platform. They take too much time to work with and when you are replying to a large number of tickets, cutting down response time matters a lot. On top of that we were not able to import all the data from our previous platform so we ended up losing past communication with customers.

“user friendly with helpful ticket tracking”

Pros

One thing that really works well with Zendesk is how user friendly it feels. It also comes with plenty of useful features especially the ability to keep track of the previous tickets I have handled.

Cons

I'd really like to see added is an option to speak with a live agent whenever there's an issue with it so support can be reached much faster.

“better support and ticketing”

Pros

Zendesk Suite is a stronger option for customer support and ticket management.

Cons

It still needs more improvement when it comes to security.

“excellent support and ticket handling”

Pros

It's an excellent tool for customer support. On top of allowing multiple tickets to be opened at the same time, it also offers a very large capacity for storing contacts.

Cons

Depending a lot on the type of hardware being used, it could feel a bit more responsive.

“Fast customer support connection”

Pros

Using it is not a problem and it gives us a quick way to connect with customer support whenever needed.

Cons

The AI algorithm still needs better training so it can provide more specific answers.

“powerful integrations and scalability”

Pros

It comes packed with a wide range of features especially when it comes to integrations. It connects nicely with platforms like Stripe for payments and subscription management which is really useful for SaaS businesses handling recurring monthly billing. It also works well with shipping and logistics services making it easier to follow shipments, repairs and returns. On top of that they keep rolling out new features and integrations and the keyboard shortcuts are a nice bonus for getting through tasks faster and improving efficiency.

Cons

The calling feature can be buggy from time to time and the pricing is a little high compared with some newer CRM options. Still, if reliability matters and your business needs email and/or live chat support, it is a very good choice. It can support anything from a very large business with millions of customers and contacts to a small mom-and-pop shop with just a few hundred customers.

“BEST help centre and branding”

Pros

Our team had no trouble getting comfortable with the support centre and it covered everything we needed. It let us manage all incoming customer support tickets in one place and it also gave us a hosted Help Centre on a custom subdomain. Being able to use our own HTML and CSS templates was a big plus because it kept the whole experience aligned with our brand.

Cons

The biggest downside was the price. The service itself worked really well overall but it does feel a little too expensive especially when there are other similar platforms available for less that are still worth looking at.

“shared inbox boosts support”

Pros

Having this software has changed how our help desk handles support emails. Instead of team members forwarding messages to specific staff one by one, everything now goes into a single shared place where whoever is available can jump in and help the customer. The responses are visible, trackable and can be organized by area of expertise which makes collaboration much better. It's also really useful that common customer questions can be answered faster with accessible templates for standard replies.

Cons

One thing that could be better is the filtering for solved tickets since I wish it offered more options. Also, when you have several folders set up by expertise, assigning a ticket outside your own team takes more clicks than it should.

“powerful support tools”

Pros

It's easy to use and manage and the service feels very complete. It also doesn't create too many obstacles for users who have little experience with customer support platforms.

Cons

The subscription price is a bit on the expensive side.

“Messaging and call tracking shine”

Pros

One of the biggest advantages of Zendesk Suite is its powerful real-time messaging functionality and the call tracking is also very well designed.

Cons

I haven't come across any major issues.

“all channels in one place”

Pros

Having all of our customer service channels available for replies in one place has been one of the most useful parts of Zendesk Suite for me. I had already used Zendesk at another company and I definitely recommend it.

Cons

Overall it has been very good. We ran into a few quirks during the setup process but we were able to work with the the support team and find some practical workarounds.

“versatile reporting powerhouse”

Pros

One of the best parts is how versatile it is especially when it comes to building custom reports that fit exactly what we need.

Cons

I cannot point to any negatives at this stage. Overall using it has been a very rewarding experience. The platform offers a lot of outstanding features that help us provide high-quality customer support which is essential to the success of our business.

“reliable support and newsletter tools”

Pros

We mainly rely on it for customer support and for sending newsletters to customers. One feature that helps a lot is the auto-reply option which kicks in whenever a customer sends a message and keeps communication moving right away.

Cons

It has been simple to deploy and use and the API works well for integrating with other software. It includes all the functionality needed and overall it has been used effectively to support efficient work.