Zendesk Suite Reviews

“helpful support and shared workspace”

Pros

One of the biggest advantages of Zendesk Suite is the support team. Whenever I ran into an issue and reached out, getting to a solution was usually easy and the overall support experience was consistently very good. On top of that having several projects managed within the same workspace has been really valuable for keeping things organized.

Cons

Pricing is definitely the downside here. This platform is not inexpensive so it can be tough to justify to a manager when you're the one responsible for choosing a tool. It would also be better if there were a stronger email sorting system in place to categorize tickets more effectively.

“Fast setup and simple tools”

Pros

Zendesk is really pleasant to work with which probably explains why so many companies rely on it. Getting it up and running doesn't take long, training employees is quick and pretty much anyone can start using it without much trouble. Also the platform user friendly overall and the app marketplace makes it flexible enough to tailor things to the way you want to work.

Cons

I do wish that it included a bit more functionality out of the box. I get that the goal is to keep things simple but a case can basically only sit as open, pending or closed. It would be much better if there were stronger built-in options for timestamping cases, like reopening one automatically in 48 hours or something similar. Salesforce already has that kind of functionality. You can kind of recreate it with macros but then you have to build those yourself. A macro marketplace directly in the same area where you manage macros would be a really helpful addition.

“Great customer management tool”

Pros

Handling customer management is much more manageable with Zendesk.

Cons

Deployment can be complicated and difficult to get through.

“powerful reporting and integrations”

Pros

Having multiple integrations built into a single product is really valuable and the reporting capabilities are quite powerful.

Cons

There are so many features included that it can be overwhelming for a junior team member to fully understand.

“real-time alerts and tickets”

Pros

The real-time notifications are something I really appreciate and the support ticket system is very helpful too.

Cons

One thing that can be frustrating is the text editor since it sometimes makes mistakes.

“flexible setup and reporting”

Pros

Zendesk has been part of my workflow for quite a while and the thing I appreciate most is how flexible it is. Different teams can use it with their own SLAs, schedules and forms without much trouble. The system can be configured to match your requirements and then adjusted again as those needs change over time. It also comes with full reporting functionality right away plus the option to build custom reports through a user friendly interface. On top of that you can set up a fully functional help center with support articles that are segmented based on customer and agent attributes.

Cons

A few capabilities are still lacking out of the box though. Features such as collaborative ticket assignments require third-party apps from the marketplace to make them work. There are also some quirks, like moving an agent from one group to another causing every ticket assigned to that agent to be reassigned back to the original group.

“excellent fit for ticket workflows”

Pros

It matched our business processes perfectly and handled ticket creation exactly the way we needed.

Cons

The product was priced very high for what it offers.

“user friendly with awesome support”

Pros

The platform is very user friendly and the customer support team is awesome to work with.

Cons

Pricing is a little on the higher side compared to other options in the market.

“social media integration shines”

Pros

One of the best parts is that it connects well with different social media platforms which makes managing conversations across channels much more convenient.

Cons

The customer support side hasn't been up to the mark and I haven't been satisfied with the service provided.

“Reliable support desk”

Pros

Whether it's raising tickets, handling grievances or getting technical support, Zendesk feels lightweight and works really well.

Cons

Overall it still needs a lot more functionality added.

“fantastic chat experience”

Pros

Zendesk's chat feature was the biggest highlight for me. It was simple to navigate and the chat functionality itself worked really well.

Cons

One thing that was frustrating was how tickets from phone calls, emails and chats were merged. The same customer could end up generating multiple tickets through the same channel which created extra traffic in the queues and delayed responses to some issues.

“best team inbox setup”

Pros

No more losing track of emails. Zendesk keeps incoming messages organized and manageable which is especially helpful when working with a team. It's the most user friendly system I have used.

Cons

It's fast, efficient and includes every feature I'd expect from a tool like this. Honestly I wouldn't change anything.

“reliable support workflow”

Pros

Using it is very easy and it makes handling customer support much simpler. One customer and two employees involved? That's not an issue at all. Everything runs reliably and without problems.

Cons

When launching it, it can be a bit slow quite often. That said it might also be related to the available RAM.

“fantastic support and helpful FAQs”

Pros

One thing that immediately comes to mind about Zendesk Suite is the outstanding customer support experience. Whenever I have run into an issue and contacted the support team, I have gotten quick replies and satisfying solutions to my questions every time. It's an excellent tool and very simple to use and the FAQs are also incredibly useful since they already cover most of the common questions.

Cons

My only small complaint is that when the chat client goes offline, the messages or conversation end up getting lost.

“reliable live chat notifications”

Pros

Back in a previous role at Access as a sales development rep, we relied on this platform for our website live chat. It was mainly used to capture leads but it also helped route support questions to the right team. It handled that job well, sent clear notifications whenever a new chat came in and it hardly ever crashed during an active conversation.

Cons

The interface looks pretty unattractive and once you step outside the live chat area, navigating the rest of the system can be confusing.

“Great support team solution”

Pros

It has been a really strong fit for our support team and works well as a customer support solution.

Cons

Tracking activity at the account level can feel a bit confusing and not as easy as it should be.

“Ideal chats and task control”

Pros

Zendesk Suite has been a really amazing CRM for handling tasks in an efficient and organized way. The chat experience is amazing and getting connected with someone is hassle-free. It also comes with helpful resources that make it easier to find your way around the platform.

Cons

Because the platform needs to be properly understood to get the most out of it, it can take a bit of time to learn and fully use effectively.

“customizable and time-saving”

Pros

Using this software is very easy and it delivers a real time savings in daily work. It also gives you the option to add your company's logo and colors which helps keep the branding consistent. Another strong point is that it supports integration with other applications.

Cons

The pricing is quite high which can make it harder for small businesses to afford.

“all enquiries in one place”

Pros

Having Zendesk means all order inquiries are kept in one place which makes a big difference. Messages don't get lost and it's very simple to follow the full communication history on a ticket across the company.

Cons

It can be a bit glitchy at times and there's definitely a learning curve before you feel confident using everything properly.

“handy client follow-up flow”

Pros

Keeping up with clients is very easy. They just email the support address you set up, get an automatic reply and can continue the conversation by email, while everything stays organized in one clear view on the Zendesk dashboard.

Cons

The more complete suite feels overpriced for what it delivers, at least for our needs. One drawback is that certain features are tied together so getting access to one can mean upgrading to the full suite. On top of that tickets tend to come across as a bit less personal overall.