Zendesk Suite Reviews

“all support in one place”

Pros

Zendesk Suite's biggest advantage is having everything centralized so all the actions you need to manage are handled from the same platform.

Cons

The downside is that it takes quite a bit of effort to learn at first but once it clicks using it becomes very easy.

“helpful support database”

Pros

It is a user friendly customer support database that makes it easy to keep track of customer interactions and create a strong knowledge base which helps improve customer relationships.

Cons

It can crash from time to time but their IT and support team are excellent.

“simple setup, limited mid-tier features”

Pros

The system is pretty easy to use and setting up features doesn't take much effort.

Cons

This is user friendly but I'd really like to see more functionality included in the mid-level subscription plans. Right now, it is a bit like a pay-to-play service where you have to upgrade to access what should already be built in.

“flexible setup and branding”

Pros

This app is very easy to use and if you choose the subscription tier that includes customization, it gives you plenty of room to tailor it to your needs and add your own branding. It also comes with several automation options which is a big plus.

Cons

One limitation is the help center category structure since it only supports up to 3 levels.

“reliable ticket support platform”

Pros

Zendesk is a really great ticketing and customer support management tool and it's easy to use and manage.

Cons

At times the image upload feature gets stuck which can be frustrating.

“complete and very useful”

Pros

It's impressive how complete and useful this tool feels for day to day work.

Cons

I haven't come across any areas that need improvement in this tool.

“better ticket flow for ecommerce”

Pros

This software has really helped us simplify and organize customer support requests in our ecommerce business. The platform saves us time and makes it very clear which team member is handling each request.

Cons

Up to now we haven't had any major issues although customer support may be one of its weaker areas. As usual they try to keep everything in a knowledge base and the first point of contact often doesn't have enough information to provide much help.

“Helpful learning resources”

Pros

There are lots of ways to get informed and learn more which makes it easier to understand how the software works.

Cons

At the same time having so many options can make it a bit hard to stay oriented.

“fast and reliable support suite”

Pros

Zendesk Suite has been amazing to work with. It's very user friendly and everything runs on a really fast server which makes day to day use feel quick and hassle-free.

Cons

No downsides. Everything has been amazing so far and I don't have any negative comments to add.

“centralized ticket tracking”

Pros

Being able to manage and organize customer requests in one place is really useful and it makes pulling statistics much easier.

Cons

I haven't run into any issues with this software.

“help center and social reach”

Pros

It has been really useful for building help center articles that walk clients through common questions and issues. The social media integrations are also a big plus since they make it easier to stay in touch with clients and respond through the channels they already use.

Cons

One downside is the cost which can be hard to justify for smaller businesses. The setup and deployment process also takes quite a bit of time before everything is fully in place.

“excellent complaint tracking”

Pros

It does a really good job with automating processes, tracking feedback and complaints and routing them to the right place quickly so they can be resolved on time.

Cons

The communication chats can be a bit slow and the pricing is on the higher side.

“powerful integrations and macros”

Pros

Zendesk Support Suite comes with a wide range of well-categorized integrations, including social media channels for communication and feedback tools that help a business grow. The macro feature is especially useful for handling tickets faster by applying prepared responses and the knowledge base is valuable for creating support articles for clients.

Cons

It is definitely on the expensive side and DNS verification can be difficult depending on the DNS management tool being used. For instance verifying SPF in DirectAdmin is complicated while doing the same in Cloudflare is much easier.

“helpful ticket tracking”

Pros

We began using Zendesk Suite sometime last year and it has been really helpful for us as developers when it comes to resolving customer issues. It lets us clearly track which tickets have already been handled and which ones still need attention and that has made our workflow much more manageable.

Cons

A lower price would make it much more accessible. The software works well but the cost makes it realistic mainly for larger companies while smaller and growing businesses can end up missing out because it is too expensive.

“flexible support workflows”

Pros

Working in customer support, Zendesk has become one of the tools I rely on most. It's simple to move around and the tabs are organized in a way that supports both customer needs and day to day operational tasks. The company domain can also customize how the platform looks and functions for employees, such as using templates, while admins can assign workloads based on the volume each person can handle. It's automated without feeling hard to control which makes it very practical to use.

Cons

One thing that could be improved is the platform's visual design and overall personal appearance. Adding more lively colors and customizable backgrounds would be a nice touch and could make the experience feel more engaging without taking away from its performance.

“real-time customer support win”

Pros

It makes it simple to keep up with customer conversations especially when they reach out in writing instead of calling. Being able to reply and interact in real time is a big plus.

Cons

I honestly don't have any complaints. It is like a must-have for any business that handles more written customer inquiries than phone calls.

“Powerful call center toolkit”

Pros

This has been the best call center software I have used. It lets you monitor calls, record them and manage everything in one place. Another big advantage is how well it connects with other apps like Mailchimp, Shopify, Xero and many more.

Cons

The downside is the cost especially if you need access to all of the features since it gets very expensive. It also isn't very user friendly and getting started without help from a sales representative is difficult.

“always-on customer connection”

Pros

Whenever our customers run into a real system down situation, they can get in touch with us right away and we're able to stay connected with them without delay. For our business, it's critical that the customer system stays available at all times and that they can reach us whenever needed because that's a big part of being a successful company.

Cons

There really isn't anything that seems unnecessary or of little value. From a technical team perspective, we rarely pull reports ourselves but that's more of a management responsibility than an issue with the software.

“crm scoring and chat sync”

Pros

After more than four years with Zendesk one feature I have really liked is the CRM scoring because it helps us keep tickets organized much better. The chat function is also tightly connected to the email ticketing system which makes a big difference in our workflow. We're able to send chat transcripts from customer interactions directly to their email addresses so everything is properly documented and kept as proof of the conversation we had with them.

Cons

At this point I haven't run into any problems using it. I am happy with it right now and plan to keep using and supporting the product.

“flexible and highly customizable”

Pros

It is very easy to use and it can stay as simple as you need or become much more advanced if that's what you want. The level of customization is impressive so much so that two Zendesk setups can look completely different from each other while still being equally powerful and capable.

Cons

One downside is that if you load it up with too many add-ons, its performance can start to slow down.