Zendesk Suite Reviews

“multichannel support done right”

Pros

Everything about it is very user friendly. As they provide your phone number, your email, a customizable dashboard and the code for the widget. After that, you realize just how many options it offers since it's a very complete product with multichannel capabilities that let you support all your users and customers in one place.

Cons

I haven't really been able to find major flaws with it. That said I do think the price could be a bit lower especially when there are more affordable alternatives out there like LiveAgent, Jira Service Desk or Zoho Desk.

“reliable ticket tracking”

Pros

Raising IT service tickets with Zendesk Suite has been really helpful and it makes the whole process simple from start to finish. I am able to keep track of each ticket all the way until it gets resolved without any trouble.

Cons

The automatic ticket reopening feature when an issue is not resolved still feels a bit slow and laggy.

“top-notch support around the clock”

Pros

Just as expected Zendesk Suite delivers outstanding customer support. There are plenty of helpful resources available, including detailed online documentation, community forums and 24/7 phone and chat support whenever needed.

Cons

Occasional bugs do pop up while using it but they haven't had any real impact on the overall performance.

“Agile response and dynamic management”

Pros

Customer service is handled intelligently and dynamically with quick responses that adapt very well to the needs of each case.

Cons

So far everything has worked very well and I have no objections plus it's easy to use.

“reliable ticket handling”

Pros

The way ticket management is handled works really well and feels well organized.

Cons

What I liked the least about this software is the higher pricing for companies that have more extensive needs.

“help desk that delivers”

Pros

Zendesk works well as a software choice for setting up an IT help desk.

Cons

It's definitely useful but the integrations can be difficult to handle and the reporting still needs improvement.

“flexible workflows for support”

Pros

A really flexible tool that lets me tailor the customer experience to match specific needs. With Zendesk Suite I can build custom workflows, create personalized support request forms and set up automations that help organize the way the team works.

Cons

I haven't run into any issues with this tool at this point.

“Offer good assistance”

Pros

Communicating with our Customer Care is really very simple. Opening and closing tickets is also easy and quick to manage.

Cons

It happens that tickets sometimes get stuck if they are not assigned correctly to your work group.

“agile control across channels”

Pros

One of the biggest strengths of this platform is how well it helps us stay in control of our operations thanks to its agility and user friendly design. We're able to manage all of our channels, such as email and others, in one place which makes daily work much more efficient.

Cons

On the downside support is not always reachable when needed.

“Simple automation and control”

Pros

The thing I really like is how it handles automation, not just for ticket updates and status changes but also for reporting. The interface is another highlight for me since it is user friendly, simple to navigate and visually appealing at the same time. It also makes staying organized much easier thanks to effective ticket assignment and good control over the workflow.

Cons

I have not run into any downsides. If anything, it has simplified work that I previously had to split across different software and platforms which has saved me a lot of time and made my day to day tasks much more manageable.

“Top chat and ticketing”

Pros

Its chat features are really powerful and the ticket management works very well too.

Cons

Implementation takes time and integrating it with existing applications can be a lengthy process.

“multiple channels that help”

Pros

Having lots of communication channels in this app is the feature I appreciate most. It makes it much more convenient to connect and handle conversations in one place.

Cons

One drawback is that it doesn't offer secure enough data sharing so sometimes we have to rely on a secure SharePoint folder link instead.

“user friendly support workflow”

Pros

One of the best things about Zendesk Suite is how simple it is to use. The interface is user friendly and the simple design makes it easy for support teams to manage customer requests and handle tickets efficiently.

Cons

It does feel a little expensive especially for newer businesses that are trying to find a more affordable software option. Other than the pricing, everything else has been good.

“quick ticket tracking and search”

Pros

Reporting an issue and keeping track of it is very simple and easy. Notifications come through quickly whenever the other side replies and the ticket statuses are clear and easy to follow. I'd also highlight how useful the search function is in the lists since it helps a lot when checking for incidents similar to the one being reported.

Cons

At times, I have run into some problems when uploading or downloading attachments in a ticket.

“clean interface for support teams”

Pros

The updated and clean interface stands out for both customers and the support team. It makes working in the system seem very easy and comfortable.

Cons

It would be even better if the built-in integrations with other systems were a bit more extensive.

“flexible support with strong personalization”

Pros

Zendesk Suite gives us the tools and control to keep our customer service channels organized without losing the flexibility to adapt things to our specific needs. When we compared it with other platforms, the level of customization stood out as noticeably better. Support also feels genuinely focused on the actual issue first and then follows it through all the way to a resolution.

Cons

Up to this point every tool and setting I have used has been genuinely useful and it really feels like these features were added after a lot of research and feedback from users. Honestly I cannot think of any missing options or features in it right now.

“secure and dependable communication”

Pros

The platform does a really good job as a communication tool especially when it comes to protecting data and personal information. Its security feels reliable and gives a lot of confidence when handling sensitive details.

Cons

It's also a productive piece of software and I appreciate how well it works alongside other tools to help everything function properly.

“Smooth support workflow”

Pros

Using it has been a great experience overall and the interface is easy to navigate. The integrations are also very useful and convenient.

Cons

At this point I am happy with all of the features I am currently using.

“User friendly interface”

Pros

Most of our managers find the interface user friendly and easy to use. One thing I really like is how much the software can be customized to fit specific needs and workflows.

Cons

For smaller businesses, it can get quite expensive. The reporting feature also feels somewhat limited especially when you need a more comprehensive view of support operations.

“Very simple support”

Pros

Running customer support on Zendesk has brought a lot of advantages to our team. One of the biggest benefits is how user friendly the platform is. From the first setup through everyday use, the interface seem also basic and simple to move around in so getting started and working inside it doesn't take much effort. Another strong point is the level of customization it offers. We're able to build our own workflows and ticket templates, adjust the look of our help center and connect it with other support tools we already rely on. That gives us a much more tailored support setup that fits the specific way our company works.

Cons

There is still some room for improvement when it comes to customization limits. Although it provides a fair amount of flexibility, certain elements still cannot be changed especially the layout and formatting in some sections. We've also noticed occasional performance problems, mainly during busy traffic periods. When that happens, the system can slow down and ticket responses take longer which can have a negative effect on customer satisfaction.