Zendesk Suite Reviews

“helpful for customer support”

Pros

Handling customer support has been much better with this software. It has helped me a lot when assisting customers and the interface is very simple to navigate.

Cons

At times the software slows down and that can affect my productivity.

“Very useful on calls”

Pros

It is quite useful when managing our calls.

Cons

It could be a bit smoother when switching from one call to another.

“polished support experience”

Pros

Getting Zendesk up and running on pretty much any website is very easy and the interface feels polished, clean and pleasant to use.

Cons

Pricing is a bit too high for small businesses and if you use an external theme that isn't built for it, you cannot assign badges to community members in the community section.

“all updates in one place”

Pros

Having everything work-related in one place really helps and it makes day to day tasks much more manageable while keeping all the important updates together.

Cons

There are still some difficulties when importing data and people who aren't familiar with the platform may struggle to use it at first.

“fast chats and handy shortcuts”

Pros

It responds quickly and feels simple to navigate and the shortcut keys help answer chat queries much faster.

Cons

At times the visitors location details can be inaccurate or misleading.

“powerful ticketing and social replies”

Pros

The interface is really user friendly and it makes filtering tickets from newest to oldest much simpler so it's clear where to begin. It also connects well with social media platforms which lets you reply to clients from one single tool.

Cons

The biggest downside is the price since it's quite expensive and doesn't offer a free version like many other tools on the market. It also takes more technical training to use all of its features properly and fully understand the system.

“customer service boost”

Pros

It's been a big help for our company's customer service operations.

Cons

Up to this point we haven't run into any drawbacks with the tool.

“reliable ticketing for support”

Pros

Zendesk is the main platform I use on my website to handle customer issues and it has been really effective. The ticketing system is the part I appreciate most because it helps manage support requests very well. Overall it works really well and feels simple to use.

Cons

After using it for at least six months I honestly haven't run into any major issues with it. The only downside is the pricing which is a bit high. If a student wants to build a customer success portal for a website, paying for a subscription could be a little difficult.

“excellent support tools”

Pros

It is easy to use and helps me deliver high-quality customer service and support to my clients.

Cons

At times it has issues with call quality.

“helpful and user friendly”

Pros

As part of another program we already use, Zendesk has been very helpful and easy to work with. It fits in well with our setup and has been simple to use.

Cons

We haven't run into any problems while using this program.

“help desk workflow upgrade”

Pros

Right from implementation the ticketing system has been extremely useful. Also it is easy to use, simple to understand and we mainly rely on it for our Help Desk needs. Since bringing it in, it has noticeably reduced and simplified a lot of our team's workload.

Cons

At this point there really isn't anything negative to call out. Before this we were using VMware Dynamic Environment Manager along with other VMware tools but some of my colleagues found that setup far less user friendly which is why we ended up making the switch.

“strong customer support platform”

Pros

It's a really great product for customer support and does the job very well.

Cons

What could be better is the lack of a strong option for automatically assigning tickets and the reporting center can feel a bit confusing to work through.

“Useful CRM tracking”

Pros

This tool has been really useful as a CRM. The system is simple to use and works well for tracking application forms.

Cons

There are still a few things that should be added especially when it comes to updates and improvements.

“helpful SLA and CSAT tracking”

Pros

The interface is user friendly and it makes it simple to keep track of SLAs especially for open tickets. It's also really useful when it comes to monitoring CSAT scores.

Cons

At times working with tags can be a bit difficult.

“reliable feature management”

Pros

Keeping all the features and functions organized on a regular basis is one of the strong points of this software.

Cons

The pricing is on the expensive side which can make it hard for smaller companies or businesses to justify and recover the cost.

“Clear calls and easy to use”

Pros

Using this software is very simple and the call quality is really very good.

Cons

Practically anyone can start using this software and adapt quickly since it presents no difficulty at all.

“Decent multichannel support suite”

Pros

Zendesk Suite covers pretty much everything needed for help desk ticket management, along with support through live chat and other channels. Also it is easy to work with from both the user side and the admin side.

Cons

The layout and templates still have room for improvement especially in terms of making them more user friendly and visually appealing for a better customer experience.

“reliable ticketing and live chat”

Pros

From handling customer tickets to chatting with clients live, Zendesk Suite gives our team a very well-organized space to manage everything in one place. It covers all the important parts, including self-service options and accurate documentation so staff can stay on top of customer requests and issues. Since it's cloud-based, the uptime has been excellent and it really helps organize our work when we're in live chat trying to resolve a specific problem. Overall it has been a very good product for me.

Cons

Honestly there isn't anything I dislike about it. The only downside is that it's a bit expensive but that is acceptable considering the range of valuable features it includes.

“help desk support done right”

Pros

A really amazing tool to have for help desk support. It's very user friendly and simple to work with.

Cons

Nothing specific comes to mind. It has been a reliable piece of software for me.

“User friendly for ticketing”

Pros

Zendesk makes it much easier for us to stay on top of tickets and respond to them quickly. It also works really well for collaboration across different teams. On top of that the platform is very user friendly and still offers a comprehensive set of features.

Cons

One thing that's missing is more training on how to use the platform effectively. The mobile interface also feels quite limited compared to the desktop experience.