Zendesk Suite Reviews

“reliable ticketing and quick learning”

Pros

It handles the core job well. The platform works the way it's supposed to and I haven't run into glitches while using it.

Cons

The downside is that it's not especially user friendly. It can take longer than it should because tickets don't link to existing accounts and keeping up with ticket statuses can be a bit confusing.

“powerful customer management tools”

Pros

It comes with a wide range of features dedicated to managing customer interactions and it helps me handle my customers much more effectively.

Cons

This software is often quite expensive and that's the main downside I have noticed.

“powerful tools users love”

Pros

Zendesk's products support thousands of people around the world and that really shows in how well they work. The tools are impressive and very simple to operate which makes daily use much more pleasant.

Cons

I believe the interface could be cleaner, clearer and more simple. That would make it even easier for users to navigate and use the platform.

“useful features but sluggish”

Pros

It comes with an amazing range of features, including support ticket management, customer database management and live chat support. It's also fairly simple to use.

Cons

Every now and then, it gets slow to respond which can be really frustrating.

“helpful chat tool”

Pros

The chat features are simple to use and the overall experience has been good. I also hope it keeps improving and becomes even better in the future.

Cons

At this point everything has been good for me and I just hope it continues to improve even more over time.

“clean UI and flexible setup”

Pros

Zendesk Suite has a clean interface and good setup options. The macros, including custom macros and triggers, work really well for managing incoming requests and keeping everything organized.

Cons

When conflicts come up while creating automations and related rules, the examples provided aren't very clear.

“fantastic record keeping tools”

Pros

It packs in an amazing set of capabilities. It's really helpful for keeping track of everything in one place and being able to attach photos and different emails during communication makes the whole process even better.

Cons

At this point, there really isn't anything I dislike about it.

“organized support with deep reporting”

Pros

It is very user friendly, keeps everything well organized and offers detailed reporting that's really useful.

Cons

Setting up the reporting and dashboard tools takes quite a bit of time and that part can be a little challenging.

“reliable daily chat performance”

Pros

The chat feature has been consistently working really well for us day to day.

Cons

Honestly there hasn't been anything to dislike. The chat has performed very well for us on a daily basis.

“agility that really helps”

Pros

It's simple to use, has made a positive difference and has given us better agility in our daily work.

Cons

In one way or another, we always need to make changes in order to keep evolving.

“versatile support channels”

Pros

The tool brings together multiple communication channels, including email, live chat social media, phone and more. The platform can also be customized to fit specific needs which helps simplify tasks like issue categorization, ticket assignment and other support workflows.

Cons

The application can be expensive for small and medium-sized businesses and learning how to use it can also be somewhat complex.

“helpful support information”

Pros

Well the overall information they provide is really helpful and useful.

Cons

Getting around the platform efficiently to find exactly what I need was difficult.

“complete tracking and integration”

Pros

A full featured platform with great tracking and integration with other apps which makes day to day work much more connected and efficient.

Cons

It still doesn't allow data export and the platform can feel complicated for beginners who are just getting started.

“top notifications and teamwork”

Pros

The real-time notifications are excellent and have been a big help for our team. On top of that the software includes a lot of useful tools that really support better collaboration.

Cons

From my perspective, the price is a bit higher than other software options.

“reliable support always”

Pros

I would say the integration works really well and as mentioned, their team is always ready to step in and help enterprise clients. My company has a very positive impression of them because their support feels genuine and their work comes across as truly admirable.

Cons

There's very little to complain about. If anything, securing the budget for this kind of solution can be a challenge for companies even though the value behind their work is professional and genuinely appreciated.

“flexible ticketing and templates”

Pros

Zendesk Suite was especially valuable for how well it organized tickets by priority and the template options could be adjusted based on the type of request our team was handling which helped everyone work more efficiently. Another big plus was being able to customize the package so it matched our budget instead of paying for features we didn't need.

Cons

One area that didn't work as well for us was the self service articles and help desk tools since they weren't user friendly enough for us to fully use with our customers. Because of that, we ended up depending on our own website and internal tools to handle recurring questions.

“powerful ticketing and integrations”

Pros

It connects well with most systems and software and the ticket management is excellent.

Cons

It can be a bit complex at the beginning especially when setting up and customizing automations.

“powerful support ticketing”

Pros

Zendesk Suite has been a really strong ticketing system for customer service and technical support. It handles support workflows well and fits nicely for managing customer issues and technical cases.

Cons

At times, when a ticket gets created, the email notification does not get sent to the customer.

“Reassuring to use on a daily basis”

Pros

The product's ease of use really inspires confidence and has a reassuring impact overall.

Cons

No real downsides come to mind because it feels like the designers already anticipated what users would need.

“good multichannel tracking, weak support”

Pros

Keeping track of customer requests is really helpful and scheduling replies saves time. It's also useful to be able to respond to customers through several different channels.

Cons

Reaching its customer support is impossible.