Zendesk Suite Reviews

“complicated onboarding and usage”

Pros

Call tracking is useful and it helps simplify how the software is used across the company.

Cons

Getting started with it is not very user friendly and using it can feel quite complicated.

“social channels work brilliantly”

Pros

One of the best parts is how well it connects with major social platforms like Twitter and Facebook, letting the customer care team respond quickly.

Cons

Everything works well overall though any future enhancements would still be a welcome addition.

“clean tracking and helpful interface”

Pros

Keeping up with work is much more manageable with this platform. You can review the full history whenever needed and moving items from one bucket to another is effortless. The interface also looks very polished and user friendly.

Cons

Every now and then an unknown error appears and interrupts the workflow. It could also be faster which would help improve overall efficiency.

“powerful reporting and visibility”

Pros

One of the biggest strengths is the functionality and the wide range of reports it can generate. It's useful not just for tracking workflow and managing customer service but also for creating reports that give management clear visibility into how their teams are performing.

Cons

Building reports and setting up queries can seem a bit confusing. The platform can also be glitchy from time to time although support is always there to help when those issues come up.

“reliable cloud ticketing for ict”

Pros

Being a web-based solution, it costs less to maintain and removes the hassle of managing data. It's one of the best cloud-based ticketing systems for tracking ICT department tickets.

Cons

At times notifications didn't come through properly. It would seem to pause and then a flood of ticket emails would arrive all at once, cluttering the inbox.

“powerful ticketing and sales flow”

Pros

Zendesk Suite is very user friendly so our team was able to start handling customer questions and concerns quickly without much trouble. The ticket management feature has made a big difference because it helps us prioritize and organize incoming requests in a way that improves both efficiency and response quality. The sales pipeline management tools have also been very valuable, helping us track opportunities, manage deals properly and move them toward completion more effectively. Another feature that really adds value is multi-channel communication since it lets our team connect with customers across different channels and gives both sides more convenience and flexibility. On top of that the integrations with other apps and services work smoothly which makes it much easier for our team to access the information and tools needed to deliver strong customer support.

Cons

One area that could still be better is the level of customization available in certain features especially customizable forms. They do offer some flexibility but having more options to adapt them to the specific needs of a business would make the platform even more useful. The reporting and analytics feature can also feel somewhat complex and harder to navigate than it should be so making that part more user friendly would be a worthwhile improvement.

“versatile support tools”

Pros

Overall Zendesk Suite has been proven to be a very flexible and easy to use option for customer service and support. It comes with a full range of tools that can be adjusted to fit the specific needs of almost any organization. The ticketing system, live chat, help center and other support features help teams respond to customers quickly and efficiently. On top of that the reporting tools offer useful insights into customer satisfaction and overall product performance.

Cons

There is honestly not much for me to complain about but the price of it felt a little higher than I would have preferred.

“powerful support platform”

Pros

Zendesk can feel a little overwhelming in the beginning but once you learn your way around it, it becomes one of the most powerful customer-facing ticketing platforms available.

Cons

Getting it configured and set up properly takes a significant amount of time if you want it to be truly effective.

“A complete CRM for customer support”

Pros

Having a complete CRM in one place makes a big difference. You can build the relationship with the customer wherever they are and still track team performance with well-defined metrics and goals to achieve.

Cons

When the team starts to grow, the monthly cost can end up being heavy especially depending on the number of users.

“help center publishing flexibility”

Pros

Publishing and maintaining articles is really easy and the formatting options inside each article give a lot of flexibility.

Cons

One thing that slows the process down is that when an article is published to a section, it automatically gets placed at the top of the list. After that, you have to go into a separate manage articles page just to rearrange the order.

“fantastic multi-team support hub”

Pros

Between its ability to connect with a seemingly endless list of other apps and its support for managing multiple departments, Zendesk helps us deliver the best possible customer service to our clients. We've organized separate divisions for IT support, Sales, Billing and Integration and we can assign managers to each one to oversee tickets and track reporting on how quickly and accurately issues are being handled.

Cons

I feel like it could really use more options for metrics and reporting. Features such as setting deadlines or turnaround times for tickets would be very helpful when trying to report on performance and stay on target with goals.

“strong ticket sharing and workload visibility”

Pros

It's a powerful CRM platform that lets multiple team members collaborate on shared tickets and keeps workloads clear and manageable.

Cons

It's fairly expensive when compared with other competing options.

“scales brilliantly with automation”

Pros

As our team and ticket volume have grown, Zendesk has kept up really well. The standout part of Zendesk Support is its triggers and automation which help the team stay on top of new tickets and updates through notifications. It's also very helpful that we can add new users to tickets at any time and they're able to see the full ticket history right away.

Cons

A few emails get marked as automated and end up in the spam folder which is frustrating. After reaching out to support, we learned there isn't a way to handle those as regular tickets. The interface for internal and external replies also seems a little confusing. It offers a Slack integration but the functionality is fairly limited and not as powerful as expected.

“helpdesk tools that fit together”

Pros

What stands out to me is how all the essential features you'd expect from a helpdesk and customer service platform are included in the suite. Everything connects really well across the product and the interfaces are user friendly which makes the whole system feel familiar and simple to work with.

Cons

From time to time my team loses information when they haven't saved their work often enough. After the page sits idle for a while, it seems to time out and they end up having to enter their input again.

“powerful multichannel support hub”

Pros

It really stands out for how well it brings customer service work into one place and keeps everything organized. It includes a strong mix of tools like helpdesk ticketing, live chat, phone support, self-service portals and other features that help businesses handle customer conversations across different channels. Because of that, teams can respond faster, work more efficiently and offer a more personal level of support which is especially valuable for businesses that depend heavily on customer loyalty.

Cons

Getting started with it can feel a bit overwhelming because there are so many features and functions available. It takes time to learn how to use everything properly which can be difficult for businesses that do not have much time or resources to dedicate to staff training. Another drawback is that it runs on a subscription model so businesses need to pay monthly or yearly to access the full set of features. The pricing is fair but it may not be the right option for smaller businesses or organizations that will not fully use everything included. It is also dependent on having a reliable internet connection so weak or unstable service can lead to slow performance, dropped connections or even data loss. Overall it is a capable and user friendly customer service platform but it will not necessarily be the ideal fit for every business so it is worth reviewing your specific needs before committing to it.

“ticketing and automation done right”

Pros

Zendesk Suite is a really well built ticketing platform and gives a clear organized overview of everything. The part I appreciate most is the triggers and automation which are especially useful and well implemented.

Cons

One of the biggest downsides is the support which has been among the worst I have dealt with. It can take weeks to get any response when there's an issue.

“Amazing customer follow up”

Pros

It provides excellent tracking for customer requests and helps deliver relevant, fast responses with a very high satisfaction rate.

Cons

There are occasionally a few hiccups with tracking when the same customer creates too many tickets because their issue is still unresolved and they do not have the patience to wait but it is not really to blame for that.

“powerful reporting and customization”

Pros

Getting started is fast and there's even a separate development test environment available if you're willing to pay extra. The search works very accurately, the range of prebuilt APIs is amazing and the API templates are flexible enough for different needs. The marketplace also offers a lot of genuinely useful add-ons. The WYSIWYG editor is reliable and supports sandboxing, holiday scheduling is already built in and the platform is highly customizable overall. On top of that the reporting engine is rich and well designed, with a strong variety of export options.

Cons

One thing that is like a step backward is how the settings area has been separated from the main product. In older versions settings were in the same window which made updates and changes much easier. Now it seems confusing and takes more clicks than it should. Human support could also be better especially in the UK, where getting help by phone is nearly impossible. If you do manage to get a callback, the support is decent though it does not always fit well with normal 9 to 5 working hours. A lot of the help documentation also seems outdated.

“excellent ticket organization”

Pros

This tool stood out for how well it keeps customer issues organized. It helps sort tickets by priority so the most urgent concerns can be marked as important and handled first. It's also very useful being able to quickly spot overdue tickets. On top of that tickets can be grouped clearly under OPEN, PENDING, HOLD or SOLVED which makes tracking everything much more manageable. We're also really enjoying the Liveadvisor feature since it helps us save and document our internal processes and guidelines for day to day business operations.

Cons

The downside is that the software is somewhat expensive although it still feels worth the investment. It can also be a little tricky at the beginning when you're new to using it but their tech support is available and helpful whenever you need assistance.

“multilingual and practical support”

Pros

Having several language options is a big advantage. On top of that the platform is very practical and simple to use. We can also generate tickets automatically which is really helpful. I'd recommend it especially since the trial lasts for a full month.

Cons

As someone new to the tool I am pleased with the results because they match what I was expecting.