Zendesk Suite Reviews

“Practical support hub”

Pros

It's practical and easy to use, the system runs lightly and the information is organized really well.

Cons

I'd like to have access to reports and ticket summaries so we can track metrics.

“powerful customer support toolkit”

Pros

I really like how it makes customer support better while also offering a very powerful and complete set of tools.

Cons

Up to now, I still haven't come across anything I dislike as it is like a very powerful platform.

“fast email ticket alerts”

Pros

Being able to connect the application to my email is really useful and I get notified right away whenever a ticket is created and assigned to me.

Cons

The live chat can be frustrating because responses are sometimes delayed or there's no reply at all.

“fast support channels and chat”

Pros

Customers can create support tickets in a few different ways, whether through the website, by email or by calling in and leaving a voicemail. The interface for monitoring customer conversations is designed to be quick and efficient which really helps day to day. Live Chat and Talk have both been excellent options for giving customers more ways to reach us. The mobile apps also perform well and keep me updated on what customers need and how my team is responding.

Cons

During the 10 or 11 years we've used it, there have been updates and migrations along the way and occasionally those changes have felt a bit wonky. That said their customer service team is usually able to sort things out.

“centralized support that delivers”

Pros

Having everything in one centralized platform makes it much easier to handle customer interactions across different channels and keeps our support workflow more organized. It also stands out for being highly customizable which helps adapt it to different team needs.

Cons

Getting comfortable with the platform takes a fair amount of time and effort before you can really take full advantage of everything it offers. On top of that the pricing is quite high.

“excellent customer interaction”

Pros

The product is simple to use and I would definitely recommend it. It also provides really good interaction with customers.

Cons

It would be better if there were a free version instead of charging for it and the customer service team should have native-speaking representatives.

“top-notch reporting and channels”

Pros

A feature that really stands out is the multi-channel support which lets customers get in touch through email, phone, chat and social media. The reporting and analytics tools are also excellent and give a lot of useful insight.

Cons

The biggest downside is the pricing which can become very expensive for businesses that have a large customer base or more extensive support demands.

“powerful integrations and automation”

Pros

One of the biggest strengths here is the API and app framework. They give us a good base for building custom apps that connect directly with our Zendesk account for automation, updates and specialized tools that agents can use inside the product while they work. That has a lot of value especially since there's also a customer-facing side where other services can be embedded right in place. We're also able to create goals triggered by different data formats through custom recipes which lets Zendesk update and notify other systems in real time on demand, instead of relying on expensive scripts for survey automation. The level of unification is impressive too, mainly because of the wide range of partner add-ons that already come preconfigured for popular tools like JIRA, Slack, Salesforce, Hubspot and ChurnZero.

Cons

One downside is that we used to benefit from unlimited light agents but access seems to have become more restricted now. They also tend to be a bit slow when it comes to adding new API options. Even with that, the platform is still fairly flexible overall. Another challenge is that really understanding the API requires spending time in a part of the platform that feels less central than the rest.

“help center setup is fantastic”

Pros

Getting Zendesk live on our site for customer support was surprisingly easy. Publishing help articles to the knowledge base is simple and it's just as convenient to sort them into categories and drop them into support tickets as quick replies. The help center articles are also pretty minimal when it comes to formatting options and honestly that's something I prefer.

Cons

I'd still like to see more customization options for the web widget especially around the search functionality, overall appearance and the fields it includes.

“powerful support hub”

Pros

If you're setting up Customer Support from the ground up, Zendesk Suite is a fantastic place to begin. It works really well for all kinds of businesses and gives you one place to handle customer requests, stay in touch and build out your full B2C client support operation. At Sword, we rely on the full Zendesk ecosystem, including live chat, email, phone, SMS, messaging, API and more. Another major advantage is KPI management since Zendesk makes it simple to monitor your data and review it through dynamic dashboards for better analysis.

Cons

One area that still needs much more attention is the phone tool. Sadly, it feels buggy for a digital solution and has caused a fair amount of frustration. That said its Customer Support team has consistently been there for us whenever we needed help.

“fast support with social integration”

Pros

Everything about it is fast, simple and professional and the support team is really amazing about answering every technical question that comes up. It also makes it simple to bring all social media platforms into one place so replying to clients from any social channel is much more convenient.

Cons

One frustrating issue is that it keeps disconnecting and showing my status as offline even when I am logged into the software and that has a negative impact on my productivity.

“powerful multichannel support”

Pros

Zendesk Suite really shines when it comes to supporting customers across multiple channels. It gives businesses the ability to handle conversations through email, live chat social media and phone so customers can choose whichever contact method works best for them. That flexibility makes getting help feel much more convenient. Another strong point is the built-in knowledge base, Guide which works like a self-service hub for articles, FAQs and other helpful resources. Customers can look up answers on their own and resolve common issues without always needing to contact support which saves time for both users and support teams.

Cons

The initial process can take a good amount of time and there is definitely a learning curve when trying to tailor everything to specific business needs. In some cases, it may even require technical help to fully customize and optimize the platform. Pricing is another area that can be difficult for some teams to justify. Even though the platform includes a wide range of features, the cost can feel high especially for smaller businesses or startups. The different pricing tiers, along with extra charges for add-ons or additional user licenses, can make it feel less accessible for organizations working with tighter budgets.

“all-in-one support powerhouse”

Pros

Having chat, phone support and the knowledge base all connected in one platform is the biggest advantage of Zendesk Suite. It makes coordination across channels feel much smoother and gives a complete customer service solution in one place. The ticketing system also helps a lot with managing customer requests. With customizable ticket fields and automation options, it's easy to sort, prioritize and track inquiries so nothing gets missed.

Cons

A more simple onboarding process and clearer setup guides would help new users get up and running faster. It would also be useful to have more flexibility when customizing ticket forms, the look of the chat widget and reporting templates. The current automation tools cover the basics but more advanced automation features would definitely improve the platform. Pricing can also be a factor for some businesses. Even though it delivers strong value for what it offers, more flexible pricing tiers would better fit organizations of different sizes and budgets.

“excellent value for support”

Pros

An excellent tool overall, with a really strong cost-benefit balance.

Cons

Honestly it's been excellent and I have no complaints at all. I have been very satisfied with it.

“friendly and user friendly setup”

Pros

Very simple to use, with a basic and approachable interface that works especially well for non-technical users.

Cons

I'd like to see more options for tagging messages and a way to reduce the number of tickets moving around.

“reliable calling for big teams”

Pros

Zendesk is a platform that offers excellent calling services especially for larger companies. It gives businesses a good way to handle calls and send messages on a large scale which makes communication much more effective.

Cons

I am still getting used to the app but in the few times I have used it, the service has been impressive. That said it does need proper organization to get the best out of it.

“professional knowledge base and search”

Pros

Building out a Knowledge Base in Zendesk has been really easy. Sharing information with clients through articles works well and adding images or videos into those articles is a very smooth process. The CSS and HTML editor is also simple to work with which makes it much easier to give articles a polished, professional look. On top of that the ticketing system is easy to search through and supports integrations nicely.

Cons

One thing that could be better is the way ticket responses flow since they are not always the easiest to read. That said this may just be me being a bit picky and it is still much better than the system we were using before.

“user friendly and works everywhere”

Pros

Zendesk has been very user friendly and it integrates really well with all the existing software we already use.

Cons

Up to this point, I haven't run into any issues or anything I dislike about it.

“useful metrics and clear insights”

Pros

It's functional, descriptive and really useful for tracking and viewing metrics.

Cons

The downside is that it's a paid tool and without proper training it can be difficult to fully understand.

“all customer requests in one place”

Pros

Having everything for customer requests in a single platform makes a big difference compared to logging into multiple tools separately. It's much more convenient and saves a lot of time during the day.

Cons

Spam filter isn't as advanced as something like Gmail so more spam or scam emails can still get through and need extra attention.