Zendesk Suite Reviews

“strong case handling results”

Pros

The feature set works well, it's simple to use and the rate of closed cases in our business has been high.

Cons

It could use more creative features and the design icons still need improvement.

“Feature-rich support hub”

Pros

Compared with competitors like Help Scout and Vantive, Zendesk seems more modern and complete. It offers a broader set of features and the interface is clean, attractive and pleasant to work in. The admin tools are especially impressive and the ability to connect an internal knowledge base is a real advantage for both our support team and our customers.

Cons

I learn better with real-time guidance but the only resources available are self-study materials. There is no personalized onboarding or live instruction so I have had to spend more time teaching myself than I can realistically spare. Considering how expensive the software is, I expected at least some kind of orientation.

“automation that boosts productivity”

Pros

It offers automation features that help cut down on manual work, speed up processes and improve overall operational efficiency.

Cons

Customer support can be limited at times especially with slow response times and difficulty getting help when it's needed quickly.

“Clear customer contact platform”

Pros

Zendesk Suite keeps all customer communication together in one clear place. That makes it much easier to respond quickly when customers have questions.

Cons

The usability could still be a bit better in my view. Right now, there are several different paths needed or possible to get to the right section.

“remote-friendly support hub”

Pros

Working remotely made usability a top priority for us and Zendesk Suite delivered on that. Having telephony and CRM combined in a single platform has been really valuable especially since it gives us a cost-effective way to manage everything in one place.

Cons

Nothing major comes to mind as a downside. If anything, there may be more value in the platform than we've tapped into so far and we probably weren't fully aware of all the benefits available.

“Real-time client support”

Pros

Being able to respond to client needs and complaints in real time has made this software incredibly important for us because we can resolve issues much faster. It has become a key tool for our IT team as well since they are constantly keeping an eye on the chats and regularly communicating with clients about the problems they are facing. On top of that it supports our contact management and gives us a direct way to share updated product information with clients through email.

Cons

To access the strongest support features, you really need the paid version and the pricing is a bit on the higher side although the free version is still decent.

“User-friendly support progress”

Pros

We used to work with MessageBird and that was a more difficult system to deal with. Since switching to Zendesk, we've been able to support our customers better. The part I really appreciate about Zendesk is how user friendly it is.

Cons

It uses small status labels behind the customer's name to show whether a case is open, parked or closed. That part could be made clearer.

“powerful and affordable support suite”

Pros

It offers a really comprehensive set of features for handling support. It also connects well with other popular apps which makes it more useful in day to day work. On top of that the pricing feels affordable for what's included.

Cons

A few parts of the platform can take time to configure because some features are a bit complex. Also, the mobile app doesn't offer as many capabilities as the web version so it can feel limited when working away from a desktop.

“Simple and efficient customer service”

Pros

Getting support is very easy and it is helpful too.

Cons

Sometimes there's a delay before the chat opens.

“customer support powerhouse”

Pros

An essential tool for digital marketing managers in retail, offering a complete customer interaction management platform that helps resolve issues quickly and improves the overall customer service experience.

Cons

The license cost can be quite high depending on usage.

“helpful workspace and time-saving macros”

Pros

Zendesk Suite has been really easy to use. In the agent workspace, being able to quickly see a summary of open tickets solved tickets and satisfaction ratings is a huge help when keeping track of my workload. On top of that the Help Center gives the key information you need about the product, including the steps to follow when troubleshooting. The available macros are also very useful because they save a lot of time compared with typing every response from scratch.

Cons

I don't like the new placement for applying macros. Now you have to go to the lower-left area below the text box to use one. Before the update, the Apply a Macro option was located just above the text box in the center which made it much more convenient to access.

“GReat experience”

Pros

It has been an excellent platform for handling customer communication because it gives you several ways to connect with customers, including email, chat and calls. It also lets you monitor trends and ticket reports through Explore which is really helpful for tracking request volume and improving overall ticket management. The feature I appreciate most is the Knowledge Base especially since it can be shared publicly to help users find answers on their own. I also really enjoy that you can add visuals or screenshots which makes a big difference for someone who learns better visually.

Cons

One minor downside for me is the recent update that lets you move the message box to resize it. On a laptop, it feels too narrow even when zooming out which makes it less comfortable to use.

“fits our needs well”

Pros

It matches what I need and offers the integration options I was looking for.

Cons

A lot of the content, meetings and tutorials are in English and our intern is having a hard time keeping up.

“Smooth access every time”

Pros

Using it has always felt very easy always. Signing in was consistently simple, no matter which company was offering it.

Cons

I never really ran into any issues with it. It consistently helped me find the answers I was looking for.

“strong multichannel support hub”

Pros

Zendesk Suite is a really amazing customer support platform that helps businesses handle support efficiently and keep communication organized across multiple channels.

Cons

It is complicated to use and the pricing is pretty high for smaller operations.

“Friendly support with realtime help”

Pros

Overall it has been my favorite mainly because it's very user friendly and it lets us provide customers with real-time resolutions whenever they need help.

Cons

At times leads added into the system don't appear which can be frustrating.

“reliable support and live chat”

Pros

Zendesk has been a dependable platform for managing support tickets, handling live chat and delivering strong customer service.

Cons

The search feature for knowledge base documentation could be better optimized and finding resources on the platform is not very convenient.

“Quick learning”

Pros

This platform is very user friendly even for people who were completely new to it. Our team was able to understand how to use it properly within just a week which says a lot. I really appreciate how the whole platform is organized and set up.

Cons

One area that still feels frustrating is filtering the view. It can be difficult for both me and my team to figure out which options we need to select in order to see exactly what we want. A more direct way to choose the specific view we need would make it much more manageable.

“Customers served on the go”

Pros

Time is valuable and while I am moving from one place to another, I can keep customers satisfied.

Cons

When it comes to technical support, they don't reply quickly enough to the questions I send.

“helpful call reviews and survey insights”

Pros

Managers and the quality team can go back through each conversation, spot where an employee may have handled something incorrectly and use that feedback to help them improve. It's also useful being able to see survey results and understand the reason behind the rating by reading the comments people leave.

Cons

There are a few small glitches once in a while. For example, it may show a call recording as being 4 hours long when the actual call was only 4 minutes.