Zendesk Suite Reviews

“ticket handling with call recording”

Pros

It handles tickets really well and helps resolve issues by setting priorities correctly. It also includes calling functionality and lets you record calls which is very useful.

Cons

It is too expensive compared with other software that can cover the same needs or even offer more. The biggest downside is when you need to connect the tool with other departments outside the company's ticketing area because that's where it feels weakest.

“helpful onboarding and prompt support”

Pros

While comparing a few options for service desk and live chat, we ended up starting with Zendesk. The setup and onboarding process went well and I really appreciated how responsive the support team was. They were quick to help whenever needed.

Cons

One issue I have noticed is that some data seems to get missed during uploads or exports. I am still not sure whether this is a limitation in the tool or if I might be overlooking something on my side.

“ticket tracking done right”

Pros

Zendesk Suite does a really nice job of keeping both short-term and long-term tasks on track. It comes with helpful tools for organizing and sorting tickets plus different status options depending on what still needs attention. Being able to view other team members' tickets is also really useful when working with clients.

Cons

There are occasional bugs. About once a day I usually need to refresh the page because some kind of error pops up. It's not a major issue but it does happen.

“Useful escalation tools”

Pros

Handling escalations and customer queries is much more manageable with the features included here. The platform is simple to use so agents can move through tasks quickly and respond to clients efficiently in a short amount of time.

Cons

Looking up specific tickets can be a bit difficult at times although it's still manageable once you get used to the process.

“wonderful support platform”

Pros

The simplicity of using it across the whole staff and for customer support is something I really like. Overall it's a wonderful platform.

Cons

Nothing has been disappointing whenever I have had to use it.

“fantastic setup and usability”

Pros

It is pretty easy to use although having some web development or at least design experience definitely helps. That is especially true when putting the knowledge base together. Once everything is set up though, it becomes very simple for anyone to use even people with little to no experience with web-based applications.

Cons

Honestly there are no major downsides that stand out to me. If I had to point to one, it would be the way so many features are split across different pricing tiers. That can feel a bit confusing and it also gets expensive when you only need specific features rather than an entire package.

“cross-channel support that scales”

Pros

Zendesk Suite gives customers support across multiple channels while also offering user friendly tools for agents and it continues to scale well as the business grows. It also integrates nicely with Jira and is simple to work with.

Cons

At this point I haven't run into any issues. I am satisfied with the overall experience.

“consistent replies and useful reporting”

Pros

Keeping the team's responses consistent and concise is where this tool helps the most especially whenever we update a product or service. It makes those changes simple to manage and the reporting features are also really helpful for tracking who handled what.

Cons

Every now and then there seems to be a glitch when it's connected to third-party apps like Facebook. Nobody has really been able to pinpoint why some of those tickets don't come through and it may even be on Facebook's side but it's still frustrating.

“reliable ticket tracking”

Pros

It works really well for keeping the helpdesk on top of tickets and maintaining a clear paper trail for everything. It's also nice that they send a follow-up email afterward to check whether I was satisfied with the support.

Cons

I honestly don't have any complaints since it does exactly what I need it to do.

“Practical and comprehensive tool”

Pros

It is a practical tool that's simple to use. There's also amazing documentation available, both for end users and on the technical side. Another big advantage is the ability to use the Zendesk API from other tools, whether it's to create tickets automatically or to synchronize data.

Cons

Its customer support is not very responsive.

“simple integration for clients”

Pros

We have rolled it out for several clients and the integration process has been quite simple each time.

Cons

Support is slow especially when the issue has to be handled through headquarters.

“excellent live chat connectivity”

Pros

The connectivity has been really reliable and the live chat features work very well for staying in touch with anyone at any time. Customers are happy using the chat and it helps them get their issues resolved quickly.

Cons

Honestly there is nothing specific I dislike here. It's been a really great platform overall.

“flexible support management”

Pros

Running customer support through Zendesk Suite has worked out really well. The platform is user friendly and gives you plenty of flexibility when it comes to organizing and setting up your support operations the way you want. Its integrations with other business applications are another big advantage. All in all, it's a strong solution for managing customer support and I'd definitely recommend it to businesses that need a reliable support tool.

Cons

It handles customer relations well although the pricing can feel a little high. On top of that when you're dealing with a large customer base, keeping track of everyone inside the system can become challenging.

“versatile and user friendly”

Pros

The software is user friendly and it handles a variety of needs really well. Sharing information with other team members is also simple which makes collaboration much easier.

Cons

I haven't run into any problems with it so far. The setup was simple and implementation went without any issues.

“user friendly support platform”

Pros

It is easy to use and the layout is simple to follow. It feels very user friendly overall which makes day to day use comfortable.

Cons

One issue comes up when the page is refreshed repeatedly like it can freeze or log out unexpectedly and then it has to be reloaded.

“excellent support and mobile access”

Pros

The customer service has been excellent and having both face chat options and mobile access makes the platform really convenient to use.

Cons

From time to time the face chat can be a little delayed.

“powerful support and chat tools”

Pros

Zendesk Suite covers the essentials really well with its ticket management system, customer relationship management features and messaging/live chat tools. It brings all of these support functions together in one place which makes handling customer communication much more efficient.

Cons

The area that still needs more attention is user security. There should be stronger improvements and more focus placed on user security.

“helpful support and strong reporting”

Pros

I really value being able to reach a support agent by email or chat whenever we need guidance on getting the most from the platform. Zendesk is a very capable system and with how much it offers, it can be challenging for an agent or admin to fully keep up with every feature available. I am also very interested in the reporting capabilities in Explore. Being able to report on tags is especially useful because it helps us understand what customers are asking for without having to dig through every individual ticket. Our primary use of Zendesk is spotting customer trends and recurring themes and it does that very well.

Cons

One frustrating issue with it is that new features sometimes seem to come at the cost of functionality that already existed. It's often unclear whether those removed capabilities will come back. This is like a broader pattern across the product since I have seen it happen in Support, Guide and reporting as well.

“Highly recommended!”

Pros

From the beginning I found this software very user friendly and even someone new can quickly get familiar with the options and instructions. I would definitely recommend it.

Cons

At times the software goes into maintenance and it can last for around 24 hours.

“user friendly task management”

Pros

The platform is very user friendly and makes managing tasks simple.

Cons

Customer support really needs a lot of improvement.