Zendesk Suite Reviews

“helpful ticket ownership visibility”

Pros

Running customer support for my eCommerce business is much more manageable with this tool. It saves a lot of time and I can clearly see which team member is handling each request which makes customer management far more organized.

Cons

Even though the setup went smoothly and I did not run into installation issues, their customer support is still a weak spot. They tend to rely heavily on the knowledge base and the first person you reach often does not have enough information to provide real help.

“ticket sorting works well”

Pros

It helps resolve after-sales support requests fairly quickly and makes it possible to organize and sort them properly.

Cons

Getting started with it is quite heavy and it becomes fairly expensive once you add the extra options.

“useful analytics, confusing layout”

Pros

One thing that works well is the built-in analytics and the search database feature is also quite useful.

Cons

At the same time the software isn't very user friendly and some functions feel unclear or hidden away.

“powerful tools for support teams”

Pros

Running most of our customer service email through this platform gave us access to a really wide range of useful features. Things like lead tracking, integration with the company website and ticket sorting made a noticeable difference and were especially helpful for managing support work.

Cons

Coming over to it from another customer service platform, it definitely wasn't something I picked up right away. It offers a lot of features which is a plus but that also creates a bit of a learning curve and leaves more room for mistakes when newer users are getting started.

“versatile support and automation”

Pros

It gives customers several ways to get support and the platform is simple to work with. It's also fully customizable and includes different automation options that make support tasks much more manageable.

Cons

The pricing can feel a little high when compared with other similar tools on the market.

“helpful automation for support”

Pros

Zendesk Suite is very user friendly overall and the automated ticket assignment feature is especially useful for keeping support work organized.

Cons

At times it can still be hard to locate the specific options I need so there's definitely room to make the interface even more user friendly.

“fast chat support wins”

Pros

Chat support helps resolve customer issues quickly which makes a big difference in daily work.

Cons

Nothing to complain about at the moment since this tool offers plenty of options that help you get the most value out of it.

“Better output always”

Pros

Getting around it is quick and easy and accessing a ticket is simple so issues can be resolved faster. It has also helped increase my overall output rate.

Cons

The pricing should be lower and it would be better if some more advanced features were included.

“outdated menu design”

Pros

One thing that helped was being able to use another company to handle the setup and configuration.

Cons

I noticed the menus have no color at all so the interface feels very outdated.

“ticket tracking that delivers”

Pros

Zendesk Suite does a really nice job of bringing all our support tickets into one place and making follow-up much more manageable with automation and prioritization built in.

Cons

At times the auto-triggered responses can feel a little impersonal and I do wish there were a few more basic checkbox options for follow-up steps or requesting additional information.

“chat escalations handled brilliantly”

Pros

Managing escalations through chat has been really effective with Zendesk and the multiple integration options make it fit well with the rest of our tools. It also makes handling and organizing all tickets very easy.

Cons

There really are no major downsides for us but if anything the pricing could be adjusted a little.

“user friendly after onboarding”

Pros

Very user friendly overall. It took me around two weeks to really get comfortable and fully learn the program.

Cons

There's a bit too much built into it. I'd rather it stay more simple and organized.

“flexible chat tools and customization”

Pros

One thing that really works well in the live chat feature is how agents can create and save their own macros. It's also helpful to adjust each agent's individual chat capacity and the triggers and automations are simple to modify when needed. More broadly, the platform gives a lot of flexibility to customize the experience for agents which makes day to day work much more manageable.

Cons

A downside is that duplicate customer contacts coming in through different channels are treated as separate tickets which ends up affecting the accuracy of volume reporting.

“alerts that keep me on track”

Pros

The alerts and escalations are the part I appreciate most because they keep reminding me what needs to be handled next and what has to be resolved right away.

Cons

If I had to pick the feature I use the least, it would be Live Chat, mostly because we do not use it very often. That said I can still say it is a very helpful tool.

“ticket handling that delivers”

Pros

Zendesk Suite was a great fit for the way we handled customer tickets. It worked really well for keeping requests organized and it also supported our team's internal communication around what was already in progress and what still needed to get done.

Cons

One area that got a bit messy was merging tickets. When a customer submitted multiple requests about the same issue, we would combine them but the merge message shown on the active tickets could become pretty confusing. Because of that, we would sometimes just close everything out and open a brand-new ticket instead.

“clean ticket layout”

Pros

The overall layout is very user friendly and the admin side is pretty easy to manage. The ticket design is also very clear and readable especially for customers who are not very tech-savvy.

Cons

The most frustrating part is how much spam still gets through without being filtered properly. It is also annoying that there doesn't seem to be a way to select multiple tickets and delete them all at once.

“connected systems and reliable data flow”

Pros

One of the best parts is how completely we were able to integrate it with our internal software and database. That connection lets all the systems talk to each other properly and helps ensure that no important information gets missed or lost along the way.

Cons

With the constant updates and changes the tool is making to the platform some settings are not placed where you would logically expect them to be. You might go into Settings and then Users to change something for a user, only to discover that the option is buried in a completely different path even though it would make more sense in the first place you checked.

“reliable ticketing and sla tracking”

Pros

Ticket handling works really well and having SLA management along with customer information available directly at the ticket level is very useful.

Cons

I feel like the UI could be improved, the way account information is displayed is not ideal and the setup process is more complicated than it should be.

“fast setup and responsive support”

Pros

Their customer support has been really strong and getting everything up and running was quick. It's also simple to make updates and add users or groups whenever needed.

Cons

The interface still seems like it could use some improvement from a UX standpoint.

“reliable support tools”

Pros

Zendesk helped us manage support for two different services at our company and the available feature set fit our needs well.

Cons

After more than two years of using it we really didn't run into anything specific to complain about. It delivered what was promised and worked the way it was supposed to.