Zendesk Suite Reviews

“top-notch reporting and automation”

Pros

Having the integrated email feature has made our team's workflow much easier. Zendesk is also very helpful for managing real-time reports and setting up automated responses for all agents. My favorite part is the SLA reporting which is a standout feature because it helps us keep track of every single ticket we handle.

Cons

The one issue I still notice is the configuration since it happens across two different dashboards. Emails can also be cherry-picked so some agents end up responding only to the simpler ones.

“powerful support toolkit”

Pros

Zendesk Suite comes with a lot of strong points for companies that want to deliver excellent customer support. One of the biggest advantages is integration as it connects with a wide range of apps and services which helps teams automate workflows and improve productivity. Another plus is customization. Zendesk provides many ways to tailor both the appearance and functionality of the support platform, including custom forms as well as the ability to add your own branding, colors and logo. The analytics and reporting are also very valuable since the platform gives access to a large amount of customer support performance data, such as response times, resolution rates and more, helping businesses better understand how their support team is performing. On top of that accessibility is a real benefit because Zendesk can be used from any device with an internet connection, allowing companies to offer support from anywhere at any time.

Cons

That said like any platform it also has a few downsides worth mentioning. The setup and overall use can feel fairly complex especially for people who do not already have experience with customer support platforms. While it does offer a good amount of customization, there are still limits to how much can actually be changed, particularly on the free version. Integrations are another mixed area like even though there are many available some businesses may still find that the specific integrations they need are missing. The user interface can also be a drawback since some users may not find it especially simple to navigate.

“quick setup and friendly interface”

Pros

Getting this up and running is pretty easy and if your process is simple, deployment can be done within the day. The interface is also very user friendly which makes it pleasant to work with.

Cons

A few features still need improvement especially when it comes to telephony system integration and connections with other social media channels like Viber.

“flexible support and faster replies”

Pros

Zendesk gave us a lot of flexibility in the way we managed customer requests and inquiries, helped us reply faster and made it possible to document our processes properly.

Cons

The hourly production report has some inconsistencies and the system can be slow at times. On top of that you cannot keep all tickets together in one place because the ticket ends up closing after a few days.

“helpful ticket insights”

Pros

Reviewing Zendesk tickets has been really useful for seeing where customers run into trouble with the user experience or interface, as well as learning which features they want and the reasons behind those requests.

Cons

One thing I'd change is the search filtering. It would be much better if results could be narrowed down by date range instead of mainly showing the tickets with the most word matches since many of the older ones aren't relevant anymore.

“customer support done right”

Pros

Honestly this software feels very useful for the needs it is meant to cover. Considering that customer service is more important now than ever, I think it meets the key requirements needed to properly support that demand.

Cons

As I mentioned earlier I really do not have anything negative to add about the app. Customers are one of the most important parts of any company and with this app, businesses can resolve the questions or issues that come up during different processes. That is why I consider it very useful.

“powerful workflows and connected teams”

Pros

Between triggers, custom fields, webhooks and the API/Zapier integrations, we've been able to connect our departments and manage exactly how tickets move from sales to implementation to invoicing. Along with that, the platform also gives us plenty of built-in support features we can use whenever customers run into problems.

Cons

There are still a few API limitations and some requested features can take quite a while to be released. Reporting seems confusing as well so we've had to work around it by using webhooks to push the data into another tool where we can query it more easily through ODBC or Excel.

“versatile support hub”

Pros

Handling a support or customer service queue feels much more manageable with Zendesk because the dashboard is user friendly, communication can be tailored for both users and customers and the benchmarking tools make it possible to compare performance with teammates as well as industry standards. Thanks to the large database of industries it works with, Zendesk has clearly refined its technology in a way that helps companies across many different sectors. I have used it in several industries and it has consistently handled every kind of support communication well. It also gives organizations room to customize the system which can be a big advantage for branding and creating the right overall look and feel.

Cons

Customer service is weak and getting help when it's needed can be difficult. On top of that reporting is not nearly as easy to configure as advertised.

“customer support that scales”

Pros

When our product was still managed entirely in-house, we relied for years on a customer support system built directly into our platform. As our customer base kept growing, handling the increasing volume of support requests became more and more difficult. That's when we decided to implement Zendesk. It not only helped us reduce case resolution times but it also improved the overall customer experience and contributed to a higher customer retention rate. It's definitely an excellent choice if you're looking for a customer support solution.

Cons

Certain features aren't always immediately user friendly and getting assistance could still be made even simpler than it is now. Overall though, we're satisfied with the software.

“User friendly workflow and navigation”

Pros

It is really simple to use, the navigation makes sense and managing tasks with it is also very easy.

Cons

The downside is that it's somewhat pricey and can feel expensive.

“powerful support hub”

Pros

Zendesk Suite has become a key part of how our customer support team works. It gives both our customers and our agents a very connected experience thanks to the built-in support, chat and knowledge base features. The interface is customizable and the option to add custom fields and triggers makes it possible to adapt the platform to fit our specific workflows and requirements.

Cons

Getting it up and running can be fairly complicated especially for larger organizations that have more involved support processes. It can also get expensive quickly, particularly when extra users or integrations are needed. On top of that some people may feel the interface looks cluttered or is not the most user friendly to move around in.

“ticket management that delivers”

Pros

Managing tickets is very easy with Zendesk Suite especially when it comes to merging them and quickly finding contacts. The folder based organization keeps everything well structured and creating email templates is also not a hassle.

Cons

It can be a bit inconvenient at times not being able to access a colleague's assigned tickets directly from the home page.

“Easy to connect”

Pros

Among the available features several of them really make a difference for the end user. Because the platform is so easy to use, people can feel comfortable with it even without having much prior knowledge which makes adoption much easier especially with the integration between systems.

Cons

There are still some improvements that could be made within the software especially around deadlines. Tracking open processes/tickets can be somewhat difficult when trying to understand the deadline-related aspects since that part feels much more tied to activity status than to a clear view of timelines.

“all customer info in one place”

Pros

Navigating the tool is very easy since nearly all customer details and their initial issues are available on a single page.

Cons

Merging tickets can be a bit confusing at times but after going through it a couple of times, it becomes much easier to handle.

“Time saving tool”

Pros

It gets straight to the point and saves a lot of time which made it really useful to work with.

Cons

The site is a bit childish and the setup could definitely be improved with clearer explanations.

“task management done right”

Pros

Managing and accessing tasks with this software is very easy and it handles everything really well and accurately.

Cons

I haven't come across any drawbacks with this software so far. As it is simple and uncomplicated to use.

“helpful pipeline and telephony”

Pros

Having the sales pipeline, call center/telephony tools and ticket logging with query status tracking all in one place has been really useful. Everything is very easy to use and Zendesk has helped save both time and money. I'd definitely recommend it.

Cons

Getting familiar with all the features takes time if you want to get the full value from the software.

“powerful features and flexibility”

Pros

Zendesk Suite brings together a powerful set of customer service tools and gives teams plenty of room to customize how they work. It covers ticketing, live chat, call center functions and a knowledge base so it works well as an all-in-one support platform for businesses of different sizes. Another big advantage is the level of customization which makes it possible to adapt the system to specific business needs instead of forcing every team into the same setup.

Cons

Pricing can be a drawback especially for companies that need access to several features or handle a large number of customer interactions. On top of that the platform can feel a bit hard to navigate and some parts of the interface are not as user friendly as they should be. It may also be less suitable for businesses that want a more specialized customer service tool since its broad, all-in-one approach can include a lot of functionality they may never actually use.

“excellent multichannel support platform”

Pros

The thing I like most about this platform is how well it delivers customer support across every channel, whether it's chat, email or phone. Zendesk has really helped improve customer service overall. It provides software that meets users' needs and helps the organization continue operating efficiently.

Cons

It brings a lot of value to both the people using it and their customers. After using it for many years, I'd love to see even more conversational experiences introduced across the platform, along with continued innovation in products that encourage better client interactions.

“versatile ticketing and CRM boost”

Pros

One thing I really like about this software is how well it integrates with a wide range of apps such as Shopify and Mailchimp. The ticketing system works effectively for creating tickets, monitoring their progress and closing them without hassle. From a CRM standpoint, it is also quite useful since it helps improve efficiency, manage leads properly and keep them in the correct stage. Overall it feels user friendly and practical to work with.

Cons

There is still some room to improve when it comes to customer service. Other than that, everything else has been good and I have not run into any major issues.