Zendesk Suite Reviews

“customizable support and sales hub”

Pros

Zendesk Suite works really well for both sales and support management and the customization options make it possible to shape the CRM around the way we prefer to work.

Cons

During the time I used this software I didn't come across any drawbacks.

“Helpful customer context instantly”

Pros

Using Zendesk Suite is not a problem. As soon as a customer gets in touch, all the key details about them show up right away, like their name, location and other useful context. That makes conversations much easier to handle. It's also nice that customers can leave feedback after the chat which helps a lot.

Cons

The thing that could definitely be improved is file uploading during chats especially for images and similar attachments. Customers usually contact support when they're dealing with a technical issue and it's often much easier to understand the problem from a picture. That part of the feature could be made more user friendly in the UI.

“user friendly across devices”

Pros

It is very user friendly and I can use it comfortably on both my laptop and my phone.

Cons

One thing that was fairly annoying is the in-app purchases especially when compared with other apps.

“fast ticketing flow”

Pros

The connection between the ticketing system and follow-up tools feels very quick and fluid which makes handling support tasks much more efficient.

Cons

There are too many buttons in the interface and the platform sends users a lot of unnecessary emails.

“helpful issue management”

Pros

A useful software management system that makes problem-solving more effective and impactful.

Cons

The speed and overall accuracy especially when it comes to timing, need to be more consistent and comprehensive.

“client database management done right”

Pros

Managing a large client database with Zendesk Suite is very easy and efficient.

Cons

For some users getting around the platform can feel a bit confusing at first until they get used to the layout.

“fast customer chat flow”

Pros

One thing I really like is how quickly messages go back and forth in customer chats. The speed makes conversations feel immediate and helps us respond without delay.

Cons

Honestly I don't have any complaints. The platform is very simple for employees to use and has been easy for the team to work with.

“reliable support and privacy”

Pros

Zendesk Suite has really helped me improve customer service while also keeping client information secure and confidential. The platform is user friendly and as a new user, I was able to start using the app without much trouble or a long learning process.

Cons

One area that could be better is the technical support because compared with other platforms like Slack, there is still room for improvement. Data sending also needs attention since I noticed the CC field was removed and notifications tend to arrive more slowly.

“powerful support and search tools”

Pros

Working on the IT help side I use this platform regularly as a dedicated support tool and it has been excellent. It's also very useful for onboarding and new hire record-keeping which adds a lot of value beyond basic ticketing. You can attach pretty much any document to the platform which makes documentation much easier to manage. The keyword search is especially impressive because it can find what you need even when the words are not in exact order. It also helps organize and store records properly for SOX compliance which is a big advantage.

Cons

At times the ticket sorting feature can be a little difficult to work with. The statistics and reporting can also feel slightly skewed on occasion.

“all in one support powerhouse”

Pros

It lets you keep all of your company's apps together in one place which makes everything much simpler to find and manage efficiently. You can handle calls, live chats and emails with macros all inside Zendesk. It's a versatile platform that works really well for both small teams and larger businesses.

Cons

From an end user perspective I honestly cannot point to anything that felt missing or needed improvement. It worked extremely well for me in my role as an agent.

“Fantastic for ticket tracking”

Pros

Zendesk Suite does a really nice job of helping us track tickets, run reports and monitor real-time activity as things happen. We use it across both phone support and ticket-based support and it handles both well. It also connects with other tools without much trouble and integrating software like Jira has been very easy too.

Cons

The reporting side could still be more powerful. There are certain data points we cannot pull out of the system so we end up doing some manual calculations which isn't ideal.

“effective support platform”

Pros

One thing that really stands out is how effective this platform is. It handles the job well and delivers what I need from it.

Cons

Getting started can be tough because it is not very beginner friendly. Without prior experience, it can feel complicated and hard to use.

“helpful customer response tools”

Pros

The platform is very practical when it comes to responding to customers and the resources it includes are quite useful for handling support efficiently.

Cons

One frustrating point is that checking tickets from another area can be difficult since the ticket does not reopen afterward.

“customer communication finally organized”

Pros

Zendesk Suite has really helped us bring order to customer communication. Before we started using it, emails could easily be missed, lost or answered far too late. Now everything is much more visible as we can clearly track what's already been handled, what's currently in progress, what's complete and what still needs attention. It has made the whole process much more manageable.

Cons

The admin side is confusing and isn't very user friendly. We also don't love that certain features, like chat, are split into separate add-ons instead of being included in one more organized platform. Because of that, it can be confusing to figure out which features we currently have access to and which ones only come with a higher-tier package.

“powerful reporting and flexibility”

Pros

The reporting is very powerful and the platform can be customized quite a bit to match the way your team works.

Cons

For such a widely used support platform their own customer service is really disappointing. Getting a reply can take weeks and when they finally respond, it often feels like they didn't actually read the message. A lot of the answers come across as canned macros and the guidance is sometimes just wrong. I have even been told certain things aren't possible when we were already doing those exact things in our setup.

“Complete suite”

Pros

Zendesk Suite is like the most complete tool on the market right now and on top of that the implementation process is very simple.

Cons

The pricing is the part that weighs the most. Even though it ends up being an investment that pays off, I still think it could be a bit more affordable.

“Good chatbot results”

Pros

We use it as a chatbot solution for our support center and honestly it delivers really good results. The quality metrics are useful and they help us keep improving our knowledge base.

Cons

Only thing I'd point out as needing improvement is the price. There are other cheaper solutions out there that offer a similar service.

“helpful bots and multilingual support”

Pros

One thing that really works well is the AI-powered bots especially when an agent isn't available to respond right away. The customer forms are also useful for collecting requests and the self-service features being available in forty different languages makes the platform much more accessible.

Cons

The part I wasn't a fan of was needing to use code for form customizations, including adjusting the templates.

“powerful ticketing and customization”

Pros

Zendesk Suite has been a really effective platform for us especially when it comes to customization, real-time alerts and ticket management. It also makes posting and managing content very efficient so overall it feels like a very capable and impactful tool.

Cons

Overall it is a very strong product. The only issue that comes up at times is during content editing since you may need to save your work manually to avoid losing information if you don't finish everything in one sitting. Aside from that occasional risk of lost content, it's a very effective tool.

“flexible features for every team”

Pros

There's a wide range of features and we were able to tailor them to fit exactly what our team needed.

Cons

It does take a few tries before everything starts to feel familiar.