Zendesk Suite Reviews

“Organized customer support flow”

Pros

Zendesk stands out most for the way it helps us handle customer questions in a well-organized and systematic way.

Cons

Honestly there's nothing I dislike about it since it's such a convenient and user friendly piece of software.

“better task flow for teams”

Pros

Even in a small office this product does a really good job of making day to day tasks more efficient and organized.

Cons

I honestly cannot think of any downsides. It worked well overall and did exactly what we needed in an office setting.

“ticketing and tracking work beautifully”

Pros

Submitting a ticket for access requests or other problems is easy and very user friendly. It also does a really good job with tracking tickets, setting priorities and keeping communication clear between the user and the support team.

Cons

Since I use it both to report problems and to handle tickets for issuing licenses on another platform, the biggest frustration is how much required information has to be filled out before I can post an update. Adding another person into the reply thread is also not very convenient. That said this may be more related to how our system is configured internally than to software itself.

“reliable client support toolkit”

Pros

A really great tool for customer management, with strong quality and a simple interface that works well when collaborating with businesses. It feels secure and dependable and it also lets you create tickets to handle and resolve customer issues efficiently.

Cons

It's a very good software overall but there are times when logging in can be a little difficult. Aside from that, it remains a very good tool.

“Powerful support hub”

Pros

Zendesk is a very powerful tool that lets us centralize customer messages coming from our contact form, while also giving us the ability to build an FAQ and even pull in messages from marketplace inboxes. It's especially valuable for a pure player like us.

Cons

At this point, there are no major drawbacks in the way we use it.

“customer experience suite”

Pros

A comprehensive suite that helps companies improve the overall customer experience.

Cons

It's quite complex and not very approachable for beginners.

“User friendly support hub”

Pros

Zendesk is very user friendly so getting around the platform doesn't take much effort. It makes it simple to handle customer conversations, collaborate with other teams and stay on top of your own workload without things becoming overwhelming.

Cons

The reporting side is quite complicated and they are very slow when it comes to making needed updates. Some requested changes have apparently been pending for more than three years which is frustrating.

“all-in-one support hub”

Pros

Excellent accessibility, the ability to integrate with other systems, ticket removal and having everything gathered in one place make Zendesk Suite really practical to use.

Cons

When the phone line goes down, resolving the issue ends up taking far too many hours.

“powerful multi-channel support”

Pros

Using Zendesk Suite doesn't take any technical know-how which makes it very approachable for the team. It also works across different platforms, including social media, websites and applications so managing customer interactions from multiple channels is very convenient.

Cons

Biggest downside is the pricing since the per-user monthly cost is quite high. It's still having an impact on our business when it comes to ROI and overall profit margins.

“sleek interface and rich features”

Pros

The interface looks modern and the feature set is strong. It also connects well with other apps which makes it more useful day to day. Having support available through built-in phone and chat is a big plus and the knowledge base is very good too.

Cons

The frustrating part is how it has handled communication. The company has gone weeks without responding which makes it feel like they don't really care about their clients. They expect customers to follow their terms but they don't seem willing to hold themselves to the same standard.

“real-time alerts keep teams aligned”

Pros

Real-time ticket alerts have been really helpful and the shared comment thread on each ticket is just as valuable. As other departments and users work through an issue, everyone can add updates in one place which keeps the whole team informed on the current status without confusion.

Cons

Some reports are simple enough to locate or build but the more detailed ones can be difficult to find and not always very easy to use.

“Good support suite”

Pros

Packed with features and backed by a company that clearly knows the industry well, this is honestly one of the best platforms out there. I have used it with clients on web development projects and it has performed really well every time.

Cons

The biggest downside is the cost. It would be helpful to have a version with the same core functionality but with some limitations for very small businesses like mine. For large companies it feels essential and even for mid-sized businesses it makes a lot of sense but for small companies it can be quite expensive.

“helpful reporting and clean interface”

Pros

Reporting has been really useful and the interface looks clean and is simple to navigate.

Cons

It does take some time to learn and I still have a hard time finding the draft.

“Clear ticket visibility”

Pros

Getting access to large volumes of tickets is very easy and it gives good visibility across everything that's coming in. The categories also do a nice job of separating the work and keeping things organized.

Cons

Checking the tickets assigned to me personally can be a bit confusing. It's not always clear how to quickly find the ones I specifically own or keep track of their timelines.

“clean navigation and smart layout”

Pros

The navigation is really user friendly and the features are arranged in a logical way so it's simple to locate exactly what I need without wasting time.

Cons

I'd still like to see more flexible pricing options that better fit businesses of different sizes.

“Ticketing and knowledge base win”

Pros

Ticket management works reasonably well and adding articles to the knowledge base is also a positive part of the platform.

Cons

One frustrating issue is how images in the content can break since we have to keep an eye on more than 200 articles and check one by one to see whether any image problem happened or not.

“simple to learn and use”

Pros

The biggest plus is how user friendly it is. Even someone with no prior experience can jump in, find their way around and start using it without much trouble.

Cons

Support felt a bit slow at times although they did consistently come back with a solution whenever we ran into problems.

“Handy customer contact overview”

Pros

With this platform you can clearly see when, why and how a customer gets in touch with you. On top of that the chat history is simple to look up whenever you need it.

Cons

For people who are just starting out with the platform, getting around it can be difficult.

“helpful alerts and slack sync”

Pros

Keeping track of conversations is a big part of my job and the tracking and notifications in Zendesk Suite are really valuable. I especially appreciate that it connects with Slack so I get notified right away about emails from customers as well as messages from coworkers. It's also useful that my team can add private notes to the email thread and share important context with me when needed.

Cons

Since I rely heavily on email templates, I really wish it had an option to upload template emails that I could quickly choose from and use directly within the platform.

“Salesforce integration but limited customization”

Pros

It works well with Salesforce and is simple to manage on a day to day basis.

Cons

The acquisition has been a downside and the lack of customization is frustrating. Other than that, there is not much more to mention.