Zendesk Suite Reviews

“reliable call control and recording”

Pros

This is a really great app that has helped me a lot with managing calls and recordings and it runs without crashing.

Cons

I honestly don't have any complaints about it as it meets all of my expectations.

“helpful tools for support teams”

Pros

Handling customer service work is much more manageable with this platform. After spending a little time with it and getting used to how everything works, the system becomes pretty easy to learn.

Cons

The only downside is that it can feel confusing at the beginning since there are so many different features and functions to navigate.

“simple and essential for website chats”

Pros

Using it is really not a problem and it's become an essential way for us to communicate with visitors on our website.

Cons

Chat transcripts can take a bit of time to come through and there isn't a built-in spell checker.

“helpful ticket views”

Pros

The interface isn't bad at all. One of its most useful features is the Views screen which lets agents see all unresolved or newly added tickets making it much easier to avoid missing any issues that still need attention.

Cons

It does feel a bit limited in terms of functionality and the user interface doesn't offer many labels to help with navigation.

“Smooth and effective tool”

Pros

It works really well as long as everyone is properly trained and understands the importance of entering data correctly.

Cons

Setting up the software at the beginning is fairly heavy and it requires real technical expertise.

“helpful internal query management”

Pros

This platform has been proven really useful for managing internal service requests all the way through until they're resolved. I can also reassign tickets to the right internal groups whenever needed which helps get issues solved faster.

Cons

The thing that would make it better is if a ticket could automatically reopen after receiving a bad comment.

“Easy to use”

Pros

Zendesk is easy to use and gives you a great way to organize customer support or call center operations. The way information is arranged and shown also makes it easier for agents to understand and use every day.

Cons

One challenge is tagging inbound support requests in a truly unique and consistent way especially if you want to pull reliable analytics from that data later on.

“fast support workflow”

Pros

Handling daily work with Zendesk Suite feels quicker and more manageable and it really helps save time during busy days.

Cons

At times it freezes and occasionally some details get entered incorrectly on their own.

“simple navigation and integrations”

Pros

The platform is pretty easy to navigate and the third-party integrations are a big plus.

Cons

It is a bit expensive and the support provided is very limited.

“beginner friendly client database”

Pros

Works really well as a client database and it's very beginner friendly too.

Cons

I don't really have any cons to mention at this point. It's been excellent so far.

“Very useful add-ons”

Pros

Zendesk handles the core service desk work really well especially when it comes to ticket management, triaging, tracking and routing. It also includes add-ons for sales CRM, live chat and other tools an SMB can grow into as operations and teams expand. Connections with platforms like CRM systems, marketing automation tools, customer data platforms and messaging apps such as Slack are fairly turnkey and usually don't need much developer involvement.

Cons

The core functionality is strong but if your company already relies on other platforms for CRM or marketing automation, like HubSpot or Salesforce, integrations become necessary. It does make it fairly simple to enable those integrations though you still need to carefully plan object mapping across systems and have a clear data strategy in place. I also wish the seat-based pricing had more flexibility as the company scales.

“reliable chat and call handling”

Pros

This tool has become a very valuable part of how I manage customer service. The real-time chat and call routing features have made a noticeable difference in my daily work, helping me respond to inquiries faster and organize calls more efficiently. Also it is easy to use so it doesn't take much effort to find the tools I need and get things done. It also fits well into my existing business processes which has helped improve how I handle customer service overall. All in all I see it as a well-rounded and effective customer service platform.

Cons

Using it hasn't been without a few issues. At times, the platform feels resource-heavy and can slow down my system which gets frustrating during busy periods. I have also felt that its reporting and analytics features are somewhat limited and that can be a downside when I need deeper insights. Even with those challenges, I still consider it a useful tool for managing customer service operations and I would still recommend it to others with similar needs.

“powerful analytics and multichannel support”

Pros

Zendesk Suite does a really good job with multi-channel support and the analytics and reporting are very detailed and useful.

Cons

At times it can feel quite complicated and getting it set up the way you want may take a lot of customization.

“quick calling and ticketing”

Pros

Calling a client or creating a ticket is probably the easiest part of using Zendesk Suite.

Cons

The interface is very simple and the color scheme is simple as well.

“support that truly delivers”

Pros

When a tool really changes the way you work, makes everything simpler and gives you great support, that's about as good as it gets. The cost is fairly low considering all the features it includes and the customer service is phenomenal and always on time.

Cons

Honestly nothing comes to mind as I have hardly been able to find any flaws.

“clear and user friendly interface”

Pros

Its interface is very user friendly and everything seems clear and easy to navigate.

Cons

The policy section isn't very pleasant to look at and the text could be displayed in a more readable way.

“Versatile integrations”

Pros

The part I liked most was how versatile it is when integrating with other applications. The platform is very well designed, user friendly and from the very first use it makes it clear where to work so you can provide excellent support to your customers.

Cons

On mobile though it seems less user friendly so I only use it to check data.

“Good for reporting”

Pros

Zendesk has been a very flexible platform for us and that adaptability is what I value most. Different teams can use it in their own way, with separate SLAs, schedules and forms that match their specific workflows. It's also customizable enough to fit your current needs and can be adjusted over time as those needs change which helps keep it relevant. The reporting is another strong point since it includes built-in reports and also lets you build custom ones through an interface that is easy to use. On top of that it gives you the tools to create a full help center with support articles and those articles can be organized based on both customer and agent attributes.

Cons

One frustrating limitation comes up because our company sells software and often gets automated emails from services like PayPal and banks. It labels those messages as automated and sends them to a junk folder instead. After contacting support, I was told there isn't currently a way to treat those emails like normal tickets.

“A complete tool!”

Pros

It does a really good job of keeping a complete history of tickets, email exchanges and SLA tracking all in one place within the platform.

Cons

Some of the details feel a bit complex and I still have some trouble when trying to do very specific searches or find things using keywords.

“multi channel support, confusing replies”

Pros

Being able to communicate across multiple channels without having to log into different email accounts is really convenient.

Cons

I don't get email notifications when I am tagged in a ticket and the way the ticket reply system works isn't very user friendly.