Zendesk Suite Reviews

“all tickets in one hub”

Pros

Having every support ticket and request gathered in one place is a huge plus.

Cons

At times tracking down older tickets can take a while if the ticket number isn't available. That may be more about needing additional time to learn the system than the software itself.

“helpful and user friendly”

Pros

After spending quite a bit of time with Zendesk, one thing that stands out is how user friendly it is. The platform feels interactive and it's been genuinely helpful in a lot of different situations.

Cons

The part I am not really impressed with is the visual side of it. While it's simple to navigate, the design doesn't feel especially polished and the interface isn't the most attractive.

“flexible integrations and strong api”

Pros

Given how widely Zendesk is used, plenty of other enterprise tools already support integrating with it. We rely on Zendesk's powerful API to connect things like external support providers for automatic ticket creation, along with powerful business intelligence software. Its broad integration support is a real advantage and the API makes it possible to tie Zendesk into several important systems we use.

Cons

One concern is that newly requested features should be rolled out sooner. I'd also like it to support all of the newer integration requests as they come up.

“email support that delivers”

Pros

Handling customer support by email has been the strongest part for me especially because the response time is very short and that's genuinely satisfying.

Cons

In my opinion the customer service experience over phone calls still needs improvement.

“ticket tracking done right”

Pros

It's been a really great way to keep all of our open tickets and related work organized. Tracking everything is convenient and easy and I'd definitely recommend it.

Cons

One thing for our team was that it took quite a while to learn the system before we could use it efficiently. Still, I am glad we gave ourselves the time to get comfortable with it.

“helpful knowledge base for agents”

Pros

Zendesk is the knowledge base our team relies on every day. Our agents use it constantly and it really helps them move through the process more efficiently.

Cons

There's still room for improvement in it and it does have a few flaws but they're manageable and the platform is still user friendly for all employees.

“simple to learn, quick to adopt”

Pros

It is very easy to use and even people who are not very strong in English can use it without much trouble. It's simple to manage and training new employees is not difficult since they can usually become comfortable with it in just a day or two.

Cons

I would say its price is its biggest downside. Another issue is that when there are a lot of replies in one thread, the emails can become very long and difficult to read.

“all-in-one support hub”

Pros

Zendesk does much more than just keep our client tickets organized. It also serves as the home for all of our customer-facing training materials which makes things much more convenient. Another big plus is how well it connects with the other systems we already use. Our billing team relies on it to communicate with clients too and the collaboration across teams works really well.

Cons

At this point I really don't have any issues with it in my role.

“flexible ticketing that delivers”

Pros

Getting the ticketing system up and running is easy and using it day to day doesn't take much effort. It's also highly customizable which makes it easy to adapt to different workflows and team needs.

Cons

The help center feature could be more user friendly and the reporting capabilities feel fairly weak overall.

“Good issue history tracking”

Pros

Having end to end issue tracking with the full history available is really useful and makes it easy to follow every detail from start to finish.

Cons

Nothing specific comes to mind right now since the features overall seem to be working well.

“helpful hub for customer support”

Pros

Zendesk has become our go-to place for handling customer communication. It keeps questions and concerns organized and lets us respond quickly without turning our inbox into a mess.

Cons

Once in a while not every message from a customer appears in the reply thread although it has rarely turned into a real problem.

“excellent call tracking and messaging”

Pros

The call tracking and messaging are extremely well done.

Cons

The design could be improved but that's really just to mention something.

“ticket tracking that delivers”

Pros

Being able to follow tickets all the way through the process is really valuable. I can also go back to older tickets anytime and check their status without any hassle.

Cons

There is an option to CC my email on tickets which is helpful but I have noticed that email notifications don't always come through when a ticket gets updated.

“excellent ticket management”

Pros

The ticketing tools in this product are excellent. They make it simple to handle customer requests and issues quickly while still staying accurate.

Cons

Its own customer support has declined a lot. Getting a callback or even a timely response has become really difficult.

“faster ticket handling”

Pros

Using Zendesk Suite has been quite easy for our team and no employee has run into problems while working with the software. We've noticeably improved our ticket response times and, as a result, our customer support overall. It helps us solve customer issues quickly and effectively.

Cons

The price is a bit high compared with other tools in the same category.

“Great support and project tools”

Pros

Zendesk Suite works really well as both a project management platform and a customer support tool which is a big plus.

Cons

Honestly I have had a very positive experience with it overall so there isn't really anything negative worth pointing out.

“quick setup and flexible workflows”

Pros

Getting everything configured was pretty easy and I didn't need much programming to make it work the way I wanted.

Cons

Switching over from ServiceNow came with a bit of a learning curve especially since I was used to having very detailed control when changing things. It doesn't let me customize quite as much. One downside is having to rely on plugins for features I feel should be built in like user management. I have found a few workarounds but this area could definitely be improved.

“powerful ticketing and chatbot”

Pros

Zendesk Suite was simple to work with. The ticket management is top notch, the API interface is very useful and the chatbot adds a lot of value to the overall support workflow.

Cons

The only area that could use some work is its Guide customization and the initial setup could be better.

“incident tracking works perfectly”

Pros

Creating incidents is very easy with this tool and keeping up with them is just as simple.

Cons

I honestly don't have any complaints about this application as it seems complete.

“versatile call center management”

Pros

The call center management features are excellent and the platform works well whether the business is small or large.

Cons

To be honest I haven't had any problems. Overall it's been a great all-around program.