Zendesk Suite Reviews

“Good customer support experience”

Pros

Using Zendesk Suite makes it simple to handle customer service and respond to customers without any interruptions. It's user friendly overall and helps keep support running well.

Cons

Some parts can feel a little complicated at first but their customer care team is very supportive and helps resolve any issues quickly.

“powerful automation and team support”

Pros

Zendesk Suite has given us a really better way to stay in touch with customers while also connecting well with other communication channels we use. The trigger options are flexible which helps me automate a lot of routine tasks and cut down on repetitive work. It's also very useful for handling different types of support tickets and the personalized views make day to day work much more manageable. On top of that the reporting feature is helpful for filtering not only my own workload but also the work of other agents. Overall it has been a very valuable tool for both me and the rest of the team.

Cons

There are only a few minor issues. If an agent forgets to log out of it, their status still shows as online which can be misleading. The customer review system also feels limited because customers can only mark their experience as good or bad, without leaving extra feedback. Because of that, the company can end up with negative reviews even when the customer actually had a positive interaction with the agent. Another frustrating point is that when someone is using Explore to run a data query, nobody else can access it until that person is done which is inconvenient for team collaboration.

“Works well!”

Pros

Handling email communication across a team with multiple people works really well with this ticketing software. The UX/UI feels clean and organized and the platform documentation is so well done that you hardly ever need to reach out to product support for help.

Cons

We also attempted to use it as a Sales CRM but it wasn't a good fit for us once we started adding larger and more advanced features.

“good client contact channel”

Pros

It's a really effective way to connect with potential clients who get in touch with our firm.

Cons

We have only recently started using it so we're still running into a few difficulties while learning how to use it. That seems to come more from our side than from any issue with the software itself.

“versatile support across channels”

Pros

Zendesk Suite has been really valuable for delivering consistent, efficient customer support across multiple channels. It also helps us monitor our support team's performance and key KPIs clearly and the interface is simple to customize and configure based on our company's needs. Overall I really appreciate how broad and diverse the Zendesk offering is.

Cons

A few downsides with it are the higher costs for companies with larger needs somewhat limited features for businesses that require more advanced customization and some difficulty when it comes to handling very large volumes of tickets and customers.

“powerful all-in-one support hub”

Pros

This tool is like a well established ecosystem, with a huge range of integrations and plenty of tools that help automate business processes without much hassle. It really works as a one-stop shop for handling everything in one place.

Cons

It is a bit on the expensive side although the feature set is definitely there to justify the cost.

“professional case tracking and knowledge base”

Pros

It's a professional tool for validating, activating and tracking cases and the knowledge base is also very useful.

Cons

At the moment I haven't run into any issues with this tool.

“excellent pipeline and chat tools”

Pros

This tool works really well for managing the sales pipeline and stands out as a very capable chat solution.

Cons

I haven't run into any major downsides though it could do a better job of understanding things from a competitor perspective.

“complete support suite”

Pros

If you need a full customer support platform with website chat and a ticketing system like the one we use, Zendesk is a decent choice. It helped us stay aligned with our internal business processes while also replacing our in-house ticketing service with something far more complete and functional.

Cons

The pricing is definitely higher than the average for similar tools although from what I have seen so far, it does offer a more complete service overall.

“detailed tickets but weak team chat”

Pros

There is plenty of room to add detailed information to a ticket which is useful but it's not really a strong platform for internal communication across teams.

Cons

Every message exchange gets treated like a completely new ticket which becomes frustrating. It also doesn't make it easy to set up group chats or team rooms.

“ticket routing and faster escalations”

Pros

It really helps organize the support process through trigger setups that route each ticket directly to the right resolving team. It also makes it possible to generate fast escalations which keeps resolution times to a minimum. Another big advantage is the optimization of the call center operation and, as a result, a reduction in overall costs.

Cons

At the moment I haven't noticed any issues significant enough to give a negative opinion about using the tool in day to day work.

“custom views and strong reporting”

Pros

One thing that really works well with Zendesk Suite is how much you can tailor it to fit the way your support team handles tickets. The views can be customized based on the types of requests coming into the account which makes day to day work more organized. It also gives a detailed breakdown of each agent's performance over the course of the month so tracking output is very also very easy. The appearance can be adjusted to better match your brand and business needs which is a nice touch. Another helpful feature is the ability to create preset replies through macros, allowing agents to respond faster to common questions and recurring issues. You can also set up a call center through the platform which adds a lot of value. Internal notes are very useful as well especially when coordinating with the team or drafting training guidance. On top of that training new agents to use the software is quite simple.

Cons

The biggest downside is the cost since it can feel a little expensive. Also, the interface has looked pretty much the same for a long time and after using it for a while, it can start to feel a bit repetitive and monotonous.

“excellent ticket collaboration”

Pros

Zendesk Suite has been excellent for tracking tickets and adding comments on active issues. The collaboration tools also let my team work on the same issue together which has been really helpful.

Cons

One thing I don't enjoy is the search feature. To find a mention of a specific issue, you still have to scroll through the timeline.

“multichannel support that amazes”

Pros

A huge benefit of this suite is how it lets businesses handle customer conversations across multiple channels like email, chat social media and phone all in one place. That really amazes me.

Cons

While using it, I have noticed that bugs do come up from time to time but they haven't really affected the overall performance.

“ticket handling done right”

Pros

Providing quick support to a company's customers is essential and with Zendesk, ticket management is really fast thanks to its user friendly interface.

Cons

I haven't come across any notable drawbacks so far.

“complete customer support suite”

Pros

It's a very complete platform for tracking customer interactions and providing support throughout the process.

Cons

The interface isn't very user friendly and you need some basic knowledge before getting started with the software.

“perfect for startup teams”

Pros

This software is very easy to use and the overall experience feels very user friendly. Big thumbs up from me.

Cons

It seems like a really great option for a new startup but I wouldn't consider it the best fit for a large corporate environment.

“fast and pleasant to use”

Pros

Using it is not a hassle it works quickly and the interface has a nice, appealing look.

Cons

Nothing specific to point out here, as it has consistently worked well for me.

“responsive live chat for support teams”

Pros

Zendesk Chat makes it possible for businesses to talk with customers in real time through their website or mobile app. It also helps support teams handle several conversations at once which boosts productivity and reduces how long customers have to wait.

Cons

The chat widget in it can be customized but the customization options feel somewhat limited according to some users. That can be an issue for businesses that need to follow very specific design requirements. There is a free version available but it comes with limitations and the paid plans may be too expensive for small businesses or individuals with lower chat volumes.

“simple to use, limited customer view”

Pros

One of the biggest advantages of this tool is how easy it is to use.

Cons

A downside is that it doesn't provide an integrated view of customer data.