Zendesk Suite Reviews

“helpful admin features”

Pros

It's a really great tool to have when you're handling administrator work especially because the functions tied to those tasks are much clearer and better organized.

Cons

At the same time there are just too many features buttons, options and shortcuts now. It feels overloaded to the point of being a bit too much.

“feature-packed and industry-trusted”

Pros

From ticketing to chatbot support, Zendesk Suite covers a wide range of features. It's also a widely adopted platform in the industry so there are plenty of resources and trained professionals available for it.

Cons

The pricing is a bit on the higher side compared to other tools such as Freshdesk.

“reliable support and navigation”

Pros

Zendesk Suite has been very easy to use and get around. I never ran into glitches or any major issues and pulling up saved or older information was always simple. Whenever I needed help, customer service responded quickly and was consistently helpful.

Cons

One thing that could be improved is having more support available for testing demos of additional products. The team could answer questions but when it came to training purposes, the guidance felt a bit limited.

“helpful client chat tools”

Pros

Chatting with clients through it works really well and it makes it simple to collect their details and add them into our portal.

Cons

The app's notification sound is the one thing that bothers me. Maybe it's just me but I really don't like how it sounds.

“clean interface and efficient ticketing”

Pros

Zendesk Suite looked modern and easy to use, with an elegant interface that made everything easier to navigate. It has helped us improve the way we manage customer support tickets and it has also worked very well for handling our internal IT tickets.

Cons

One thing that could definitely be better is the free trial period. They only provide 14 days, while a lot of other companies offer 30 days. On top of that when we reached out to their customer support team with a request, the assistance we received was quite limited.

“powerful support platform”

Pros

This software gives us an excellent customer support platform with simple ticket management, strong automation and smooth support across multiple channels.

Cons

It is somewhat pricey and even though the product delivers great value, the cost can still feel a bit high for smaller businesses.

“fast routing that really helps”

Pros

Customers are automatically directed to the right person on the team very quickly which makes the whole support process feel efficient.

Cons

The price might be a concern but I'd need a bit more time using it before I can really judge that part of the platform.

“customer insight and support boost”

Pros

We use this software every day as our customer support chat and it also lets us track which articles potential customers are viewing. That gives us a clearer picture of what customers are actually looking for and helps us better understand their needs.

Cons

Up to now the software hasn't caused any issues so I am very satisfied with it.

“reporting and client portal excellence”

Pros

The reporting tools, client portal and integrations are all really strong and work very well together.

Cons

I have never run into any difficulties with the application.

“convenient and dependable support”

Pros

The convenience is one of the best parts and their assessment process has also been really amazing.

Cons

Their team has been pleasant to deal with and the customer service they provide has been very good.

“organized support that delivers”

Pros

Zendesk keeps everything well organized for our team when handling client tickets, questions and live chats and the self-service options backed by extensive documentation are a big help. The feature set is strong and makes it simple to track client issues, set up automated responses and quickly route tickets to the right person. On top of that the tracking and reporting tools give us a clear view of response times and customer satisfaction.

Cons

It has been trouble-free for us. The way it codes and simplifies tickets makes the process clear and simple for both customers and our team members to follow.

“quick setup and simple workflow”

Pros

The installation process was really simple and that's something I appreciated right away.

Cons

I haven't run into any issues so far as everything is quite simple to use.

“fast support that drives growth”

Pros

An impressive customer service platform that really helps a business grow. It saves a lot of time while keeping customers satisfied thanks to the fast and accurate support it enables.

Cons

To be honest I couldn't find any real downside. The platform delivers exactly what it promises and the pricing feels reasonable for everything it offers.

“reliable multi-user setup”

Pros

Zendesk works the way it should when multiple users are using it.

Cons

We've been using it for nearly 3 years as a loyal customer and this has been incredibly frustrating. I first reached out at the end of August 2022 to request a seat reduction and now it's already April 2023. Adding seats is, unsurprisingly, very simple but reducing them requires contacting support. At $100 per seat each month, that extra cost really matters for a small business. Over the past year, they also removed the centralized mailbox, there's no phone number and no direct way to reach the finance team. Instead, I get maybe one reply from our account manager every two weeks if I am fortunate. Meanwhile, I keep being billed for the higher seat count while he goes back and forth with finance. For a company built around customer service, this has been an awful customer service experience.

“powerful analytics and automation”

Pros

The platform comes with a wide range of capabilities and features like advanced analytics and automation really help businesses create a more better customer experience.

Cons

With so many features packed in, it can feel a bit overwhelming for small businesses especially because the learning curve is fairly steep.

“practical help desk control”

Pros

Zendesk Suite brings practicality and better control to Help Desk demands which makes day to day support management much more organized.

Cons

It could be improved by offering better ticket integration with other corporate tools, such as email and chat, to make follow-up more efficient.

“email visibility caused problems”

Pros

One thing that worked well was being able to see all incoming emails along with the time they were received. It was also helpful that ticket requests could be sorted by priority which made managing them more organized.

Cons

That same email visibility turned into a serious issue for us. There were cases where someone forwarded a message to another employee assuming it was only internal but the customer was able to see the full email chain. That could have caused major problems for our future shipments and it was a big reason we decided to stop using the platform.

“ticket organization that delivers”

Pros

Handling a huge volume of tickets used to be overwhelming but once I started using Zendesk, I discovered a much better way to organize customer claims and keep everyone satisfied. That matters a lot to me because my business runs on subscriptions so keeping clients happy is absolutely essential. I highly recommend it.

Cons

I don't have any complaints about the solution. Up to this point, it's the best one I have used.

“Excellent for ticket handling”

Pros

Working with tickets has been really useful and handing them off between colleagues is very easy too.

Cons

We're still in the early stages so we haven't fully decided yet whether we're going to use it long term.

“Support that delivers”

Pros

The user friendly interface makes a big difference. Agents can move through tickets without confusion and resolve customer issues quickly and Zendesk's own help resources and customer support have been consistently reliable as well.

Cons

Pricing can feel a bit high for younger companies but the return on investment makes it worthwhile.