Zendesk Suite Reviews

“reliable macros and ticket flow”

Pros

Zendesk Suite works extremely well and helps us give clients a positive experience. We can use macros to send the right resolution to customers and the whole process feels very manageable rather than stressful. It also lets us organize emails based on responses, such as keeping tickets marked as open or pending.

Cons

I honestly don't have any complaints. Everything in it is well put together and helps us provide better resolutions to customers.

“ticket tracking that works”

Pros

Keeping up with tickets in Zendesk is very simple because you can clearly monitor which ones are still open and which are waiting to be resolved. It also lets you see which agent is handling each ticket which is really helpful. Overall it's very useful and easy to manage.

Cons

The thing that bothers me about it is that it doesn't notify you when a ticket has been updated so you end up having to open and check them one by one.

“all channels in one inbox”

Pros

Having every customer conversation brought into a single inbox is the standout part of Zendesk. Messages from WhatsApp, Facebook, email and other channels all come into one place for me to manage, while customers still receive replies through the same method they originally used. That kind of multi-platform communication is incredibly convenient.

Cons

It doesn't consistently handle connecting a customer's past tickets when they reach out through a different contact method than before. Because of that, there are times I answer as though it's a brand-new conversation when actually we've spoken previously. It's not a major issue but it can occasionally make me seem a bit out of sync.

“helpful analytics and customization”

Pros

One feature that really makes a difference in Zendesk for me is the user analytics. It lets me clearly see which users have viewed the help desk content and which ones have not. The customization options are also quite good and add a lot of value.

Cons

The default templates for creating a knowledge base are not very impressive. On top of that the platform's overall design could be improved since it doesn't feel very user friendly.

“ticket handling that works”

Pros

The ticket management can be configured in a very detailed way especially for support workflows and assigning requests to different team members.

Cons

Nothing specific stands out as a real issue. If I had to improve one thing, it would be the graphical interface making it a bit more polished from a visual standpoint.

“ticketing that works instantly”

Pros

Managing a ticketing platform feels simple and immediate which makes daily support work much more efficient.

Cons

User management and the licensing model could be better handled and are the less convenient parts of the platform.

“helpful ticketing and reports”

Pros

Turning emails into tickets works really well and helps keep support requests organized. The monthly reports are also useful and give a clear view of performance and activity.

Cons

I don't really have any complaints although it would be even better if there were a few more report formats or templates available.

“reliable calls and ticket tracking”

Pros

Zendesk has been really useful for handling calls and keeping track of tickets. It works well for that and makes staying organized much easier.

Cons

I have noticed that the website can be a little slow at times.

“powerful reports and app integrations”

Pros

The platform is very user friendly and supports integration with customizable apps. The reports are also helpful for tracking and measuring customer success effectively.

Cons

A more affordable package option for smaller businesses would make it even better.

“overpriced plan and poor support”

Pros

Using the software is generally fairly alright although some tickets stay open indefinitely and cannot be closed because of what seem to be unresolved technical problems.

Cons

We've been using it since June 2017 and after finally reviewing our subscription, we discovered we had been paying for advanced features we weren't even using. Our yearly cost was more than $3,000, while the setup we actually needed was closer to $900 annually. We asked for an immediate downgrade and a refund for the difference but because we were 2 weeks past the renewal date, they refused the request and didn't make any real attempt to work out a solution. The software itself has been reasonably fine overall but that response left a very bad impression. Because of that, we'll most likely cancel once the current term ends and move to another provider.

“flexible reports and better tracking”

Pros

Compared with competing tools Zendesk Suite is more affordable. The Aircall integration is well built too, with the customer contact card showing up automatically in Zendesk whenever someone calls. Ticket follow-up between teams is much better and the reporting can be customized to match our needs.

Cons

The interface is not very user friendly. There's also no free tool available to import data from a competing platform.

“jira integration and fast alerts”

Pros

The standout part is how well it connects with other tools like Jira. Real-time email notifications are also really useful for keeping response times quick and ticket tracking is very easy.

Cons

It would be better if more ticket statuses were available, along with custom options to make the workflow feel more interactive. The UI can also get a little laggy at times when Jira is integrated so that part could use some improvement.

“user friendly ticketing that delivers”

Pros

Zendesk Suite is very user friendly and simple to navigate. It makes customer handling much more organized by clearly showing the tickets that are generated which helps us resolve issues on time. It has genuinely supported our business growth as well.

Cons

At this point I have not come across any real issues with the software. It is easy to use and there is nothing specific that feels problematic.

“Simple setup and fast onboarding”

Pros

It is easy to use. The user friendly layout, customizable ticket statuses and better integrations make day to day work much more manageable. Getting new team members up to speed has also been quick and painless and they were able to start working effectively within just one day.

Cons

One area that could really use improvement is its reporting side. The only part I find difficult is building customized reports that go beyond the existing options so a revamp there would be very beneficial.

“startup friendly support powerhouse”

Pros

From day one Zendesk felt like a full featured CRM suite that can grow right alongside a startup without any trouble. One of the biggest advantages is that qualified startups can use the entire suite free for the first year which is a huge plus. Whether you need live chat, ticketing or knowledge base management, Zendesk already has tools in place that work well right out of the box. It also connects with social media channels so customers can reach out through Twitter or Instagram and get their issues handled quickly.

Cons

This is such a feature-packed product that it seems to cover just about every CRM need I can think of. Honestly I cannot point to anything it is missing. I really love using this product!

“user friendly for every team”

Pros

Across the business the Zendesk package has been a real advantage because it's easy to use for all staff members.

Cons

There are a few small things we'd personally want to adjust but they come down more to personal preference than any actual design problem.

“Absent support and admin blocks”

Pros

It's an effective tool with great features even if the integrations between them are not as well connected as with some other platforms.

Cons

The support is basically nonexistent, whether it's on the sales side, billing side or help with setup. We made 3 requests over 3 years and every single time it turned into an administrative nightmare. There was even a service interruption because it refused 3 of our bank cards from 2 different banks, while offering no alternative payment option such as a bank transfer.

“Top support tools”

Pros

Zendesk Suite has been proven to be an excellent customer support platform for our team, with a great set of tools and features that help us handle customer interactions more effectively. One thing that really helps is how customizable the platform is since it lets businesses shape their support workflows around their own needs and preferences. The interface is also user friendly so navigating through the different features and tools is also very easy. On top of that the analytics and reporting are detailed and useful, giving businesses a clear way to monitor support performance and spot areas that need improvement.

Cons

A possible downside with this tool is the pricing. Even though it comes with a lot of valuable features, it can cost more than some competing customer support platforms which could make it harder for small businesses or startups to afford. I also noticed that its automation capabilities are somewhat limited when compared with other options.

“powerful support hub”

Pros

Overall it has been a really valuable tool for managing customer service work. The platform is exceptionally simple to understand and use which makes handling day to day tasks much easier. Its interface helps me work through tickets efficiently and deliver the level of customer support I need in my role. Another big advantage is how well it connects with our internal software and database, allowing different systems to communicate with each other and making sure no important information gets lost. The live customer-facing chat and call routing features have also made a huge difference, helping me respond to customer questions quickly and organize calls more effectively. On top of that it fits well into our existing business processes which has improved our overall customer service operations. Overall I see Zendesk Suite as a complete and highly useful customer support platform.

Cons

One frustrating part is that with all the ongoing changes it has been making to the product some settings are not placed where they logically should be. You might go into Settings and then Clients to update something for a customer, only to realize that the change actually requires a completely different set of steps. It can feel confusing because the options should really be located in the section where you would naturally expect to find them.

“Great tools for customer support”

Pros

i am very satisfied with Zendesk. It comes with a lot of impressive features that help us deliver excellent customer service which is essential for running a successful business.

Cons

The support from the team is a bit lacking.