Zendesk Suite Reviews

“great forms with proper team coverage”

Pros

It has been an excellent first ticketing system for our company. Having multiple people able to work as agents means support for employees doesn't get stuck with one person or become a single point of failure. The ticket request forms are highly customizable and there's plenty of useful logic you can build into them. The status updates and response analytics have also been really valuable.

Cons

The admin side of it and the process of setting up customizations can still be pretty complex and it may feel confusing if you're not especially comfortable with technical tools.

“Slow support responses hurt reliability”

Pros

I only used it a little mainly when I needed help with a computer issue so it's hard to point to any clear strengths. It may be a very good product but I didn't use it enough to really say.

Cons

For me the biggest problem was how long it took to get any help which is strange for a tool built around support. I had to send multiple requests before I finally got a response.

“Excellent UX with a great help center”

Pros

The overall user experience is really amazing. The help center and knowledge base are easy to use, simple to customize and Explore is excellent as well although the filters could be a bit more user friendly.

Cons

I would say for smaller teams, the feature and pricing options aren't very strong. It also lacks a few important capabilities such as in platform DMs and AI generated ticket summaries.

“Strong ticketing but weak onboarding”

Pros

Packed with a powerful ticketing system Zendesk Suite gives you a lot of features and configuration options to work with. It's definitely one of the better ticketing platforms available.

Cons

Our onboarding experience with support was honestly pretty bad. We were sold a package that sounded like it included high-touch, white-glove service but that was not how it turned out at all.

“Best in class ticket handling”

Pros

Every company I have worked at has relied on Zendesk and it really is like a top-tier choice for any client-facing team. Tickets are simple to review and adding internal notes or comments is very easy.

Cons

Navigation is very easy overall. One thing I am still unsure about is whether there's a way to share a guest-view link when someone doesn't have access to the tool.

“all customer questions in one place”

Pros

Zendesk Suite gives us a single place to manage customer questions coming in from email, chat and social media which has been really helpful. For a small team, the macros and ticket routing make a huge difference and help us stay on top of everything so nothing gets missed.

Cons

The learning curve is noticeable especially when trying to customize the help center or build out automations. Pricing can also climb pretty quickly once you need more than the basic plan features.

“Powerful ticketing with quick setup”

Pros

The help desk and ticketing tools are one of the best parts of Zendesk Suite. Once everything is set up and rolled out, it's very user friendly. Even the deployment and initial configuration process is fairly simple and doesn't take much effort to get going.

Cons

There isn't much that bothers me about this tool or its products overall. One area that has felt a bit limited at times is reporting especially on the ticketing side, where I have noticed it could offer more detail and flexibility.

“complete customer support”

Pros

It is a very complete solution with a wide range of capabilities. Plus it helps manage customer support with a high level of precision and control.

Cons

Setting it up still is quite complex. With so many components included, the platform can sometimes become too complicated and some configuration options are not very user friendly.

“support never disappoints”

Pros

Working with Zendesk every day has been a very positive experience. It's easy to use, comes with lots of helpful features and makes handling customer interactions much more organized. Also communication is easy to track and everything is laid out clearly which helps a lot in day to day work. On top of that there are plenty of customization options so it can be adapted really well to fit internal processes and workflows.

Cons

Every now and then there are small bugs but they're not really disruptive. Performance could be a bit more stable at times although that happens rarely and hasn't been a major issue.

“Excellent visibility across multi-channels”

Pros

Zendesk Suite gave me a clear picture of how much support is being delivered and how the team is performing overall. It works really well across different channels and helps make sure no customer message gets missed.

Cons

One thing that can be frustrating at times is that it's not always quick to see, at a glance, how many open tickets each agent is currently handling.

“All-in-one hub for customer support”

Pros

Having chat, email and phone support together in Zendesk Suite has been a huge plus. It helps me keep a record of every customer conversation, reply faster and manage tickets across different channels in one place.

Cons

I did not like that the reporting can sometimes lack enough detail when I am trying to track how well agents are performing.

“all support channels in one hub”

Pros

Pretty cool how it brings email, chat and social media support together in one place and has been really helpful. It let me stay on top of customer requests without losing the conversation history and it also gave me a simple way to reply and even upsell when the opportunity came up.

Cons

There were a few times when tickets were not routed the way the priority rules were supposed to handle them which ended up slowing response times when the team was especially busy.

“everything is in one place”

Pros

During one of my retail support roles Zendesk Suite worked really well because I could manage email, SMS and live chat all in one place. Also it is very efficient, user friendly and well organized which made handling customer conversations much easier.

Cons

I cannot point to anything specific that I disliked. Everything I needed was clearly displayed and the platform felt fully usable throughout.

“better ticket control”

Pros

Having all features in place gave me much better visibility into customer interactions and it also made the team's workflow a lot clearer. It has helped cut down on missed tickets and keeps our responses much more organized.

Cons

Reporting can lag which slows down analysis when the system is handling large volumes.

“Ticket flow keeps everything on track”

Pros

Zendesk Suite has brought much more structure to the way I manage support. It helps me stay on top of SLA targets, respond within the expected time and quickly see the full ticket history. The built-in automation in the ticket flow also makes day to day support work a lot more organized.

Cons

The thing that still gets in the way is how follow-up tickets are handled after a case is closed. If a customer replies later, it creates a new thread instead of continuing the original conversation which can be limiting.

“simple setup with quick onboarding”

Pros

It is user friendly, quick to learn and simple to use day to day. The setup was fast and it also helps that you can work with suppliers for training and customization support when needed.

Cons

On the downside changing the core design is difficult unless a developer gets involved. The custom branding options are fairly basic and the same goes for the color customization.

“multichannel support made simple”

Pros

The system is very easy to use and having multiple support channels managed from one place is a huge advantage. The ongoing improvements to the AI functionality have also been really good and add a lot of value.

Cons

The pricing becomes very expensive as your team or customer volume grows and the admin side of user management is a bit tricky until you get familiar with it.

“All channels together in one place”

Pros

Using Zendesk Suite is very easy and overall it is user friendly plus having calls, emails and live chats handled all in one place makes support much more convenient.

Cons

One issue I ran into occasionally was when the internet dropped for a few seconds, the system would take about a minute to reconnect.

“Simple enough for any skill level”

Pros

Overall it is very easy to use even for people who are not very comfortable with technology.

Cons

It's frustrating to be forced to sign in again after only a brief period of inactivity.

“fast and reliable support tool”

Pros

Everything is very easy to use and it runs without glitches or any noticeable lag.

Cons

The downside is the pricing especially since there's no free version available.