Zendesk Suite Reviews

“helpful ai support tools”

Pros

The AI-powered questions and answers work really well and do a lot to help manage the business more effectively.

Cons

One downside is that it isn't very user friendly when the administrator has to use it offline.

“Real-time customer service”

Pros

It's very user friendly, gives clear traceability for user needs and the solutions provided at the right time and makes real-time contact with end users possible.

Cons

There is always room to keep improving the user experience.

“helpful support every step”

Pros

Whenever we ran into issues during setup, the support team was there to guide us through each step. The support system is really amazing and their help made a big difference in getting everything up and running.

Cons

The biggest downside is the complexity. It is hard to set up and I really wish it were more simplified so people with limited IT knowledge could handle the setup without so much difficulty.

“timely ticket support”

Pros

Customers who reached out through ticket submission were helped in a timely manner.

Cons

Tickets came in on time for me and my part-time freelancers to respond to but replying back still took longer than expected and wasn't very fast. Also, if we forgot to pay the subscription, customers could still keep sending tickets without being notified.

“scalable support powerhouse”

Pros

It gives your organization a scalable way to implement customer support and helpdesk operations. A really strong solution for growing support needs.

Cons

There is a slight learning curve during setup but it's nothing that some pre-training and support cannot help with.

“user friendly task management”

Pros

Task management is really easy and user friendly which I absolutely love.

Cons

It offers a lot of flexibility and plenty of options but visually it can be hard to follow and definitely takes some time to fully learn.

“productive and accessible support tool”

Pros

The platform is very simple to use and the cost-to-productivity ratio makes it worth the investment. Clients can use it without much effort and being able to access it from anywhere is a big advantage.

Cons

At times it takes a little while to receive a response but overall it works well.

“24/7 access but limited forms”

Pros

Round the clock access is a real plus and I can log in and use it anytime from pretty much anywhere.

Cons

I am not able to share picture attachments and it also doesn't support any e-forms.

“powerful support channels and self-service”

Pros

Zendesk Suite brings together a lot of useful tools in one package, including email, phone social media, live chat for customer support and built-in calling features. One feature that really adds value is the tabbed interface which makes it possible to keep multiple tickets open and manage them at the same time. It also includes a very important option for building a help center with documentation and a self-service portal for customers. Another big advantage is that it works well for companies of any size, whether large, medium or small because it is quite simple to use.

Cons

Only on rare occasions have there been some difficulties when loading or sending data.

“Quick setup and good teamwork”

Pros

Getting it up and running was pretty hassle free and it works really well for sharing tickets across multiple users. The ability to merge tickets and coordinate between different ticket owners is also very helpful.

Cons

Editing documentation gets frustrating when tables or images are involved. It handles basic text and pictures fine but as soon as a more advanced template is needed, the process becomes pretty painful.

“versatile customer support platform”

Pros

Zendesk offers an integrated platform to manage and support customers efficiently. It comes with plenty of features that are simple to navigate and use which makes it an excellent solution for handling customer relationships.

Cons

There wasn't anything about it that I disliked as every feature worked just as expected.

“helpful for IT support teams”

Pros

Getting started as an IT Support Analyst was very easy even without any previous experience handling incident report documentation.

Cons

It would be even better with fully built-out automation and workflows to support both 1st and 2nd level IT support.

“fantastic for e-commerce support”

Pros

It works perfectly with websites and e-commerce platforms. It's especially useful for online stores when helping customers and supporting them through to completing their purchases. The offline mode is also very convenient because it lets you keep messages mHfwZ.

Cons

Nothing specific to complain about. If anything, the mobile version of the software could use some optimization.

“Custom alerts and file sharing”

Pros

One thing that really works well is how much you can personalize the notification settings, including the alert tones. Being able to quickly share photos or files with customers is also a big plus and makes conversations much more effective.

Cons

The only thing I'd still want is a more noticeable desktop notification option so chat requests are harder to miss.

“reliable for teams and customers”

Pros

Zendesk worked really well on both sides of the experience, from the management team handling requests to the customers using it for support.

Cons

A major issue was that some tickets were wrongly marked as spam which meant active customer requests could end up sitting there without a response for too long.

“team communication that delivers”

Pros

It's been highly effective for my team and me when it comes to staying in touch and communicating clearly.

Cons

It took some time to understand most of the features and it isn't especially beginner-friendly at first.

“feature packed and reliable”

Pros

Compared with the old ticketing system we were using before, this platform was much simpler to work with. Zendesk also offers a wider range of options and services than a lot of other companies which I really like. It is powerful and packed with features. Since it is such a large company, the support team tends to be direct, helpful and able to connect well with many different tools. It is clearly built with larger businesses in mind.

Cons

With so many options available, it can also become pretty complicated and hard to manage at times.

“Very user friendly software”

Pros

Getting started with it has been exceptionally simple. It's easy to understand, use, promote and manage overall.

Cons

I haven't run into any complications with it.

“better customer experience”

Pros

This application has boosted our business productivity and given our sales team much better visibility into the pipeline. It's also very user friendly and simple to work with.

Cons

As for the downsides there really isn't anything worth pointing out. The application has been genuinely helpful in making work more manageable and delivering a better customer experience.

“all in one support hub”

Pros

The tool makes it simple to stay in touch with clients while working through their tickets and the social media integration is a big plus since it pulls all social channels into one place.

Cons

I have noticed that when using a custom theme for the knowledge base there's no option to award badges to community members in the community section.