Zendesk Suite Reviews

“productive and user friendly”

Pros

Compared with other business software available today, this one feels more productive while still being very simple to use. It is not drastically different from similar tools but it performs really well.

Cons

There are moments when it can be a bit slow but aside from that it is still a really good piece of software.

“fast customer support workflow”

Pros

Zendesk is very user friendly and makes customer service communication fast and efficient.

Cons

Some of the website graphics look a bit outdated but if that's the only issue as the overall experience is still amazing.

“Quick adoption and reliable workflow”

Pros

Getting new users up to speed is very easy and the platform works reliably well for day to day operations in production.

Cons

A few parts of the notification system feel a bit restrictive.

“helpful call routing and forms”

Pros

Zendesk Suite is tied into both our website contact forms and our phone system so every form submission automatically goes straight into Zendesk. When someone calls our number, it records the conversation and also tries to generate a text transcript of the call. The transcription is not perfect but it is still fairly useful. One of the biggest benefits is that we no longer need someone available just to answer the phone which has saved us a lot of time and hassle.

Cons

One thing that can be frustrating is how much it seems designed to keep everything inside the platform. As a small business we get all kinds of messages like support requests, sales inquiries and job applications and those really need to reach different people more directly. It would be better if sending those emails straight to the right person were simpler. Also, the call speech-to-text could definitely be more accurate even though we do still value having that feature available.

“reliable ticketing and management”

Pros

It's been a dependable tool for handling support, with strong ticketing features and effective overall management. Everything works reliably and it does a good job of keeping customer service organized.

Cons

The biggest downside is the price and some of the features aren't very approachable for everyone especially for users who may need more time to get comfortable with them.

“Best ticketing performance”

Pros

The tool delivers on what it promises and works really well for ticket management.

Cons

There are a lot of additional features available but finding the time to get through the learning curve has been a challenge.

“ticket handling works better”

Pros

Managing email tickets is fairly easy but handling social media requests is more complicated.

Cons

PAID data doesn't show up which creates an information bias.

“Great search and social integrations”

Pros

With the search filters I can quickly pull up any ticket in the system by ticket number and track its status much more efficiently until it gets resolved. It also connects with almost every social media platform which makes it really convenient to communicate with clients from a single tool.

Cons

It does have a few drawbacks. When using a custom theme, there is no way to give community members awards for participating in forums. The system also tends to switch you to offline status unexpectedly and if you aren't using the classic agent workspace and classic chat widget, clients may not be able to reach you through live chat and are left having to contact you by email instead.

“versatile support channels and insights”

Pros

Having everything in one platform is really valuable whether it's email support, chat or phone. It also gives you the flexibility to build and maintain your own knowledge base which is a big plus. The range of API and KPI stats available is especially useful for my role and helps a lot with tracking performance.

Cons

I don't have many complaints overall but one downside is that you end up paying separately for each feature and each license.

“Top customer support platform”

Pros

A well-built product that helps keep customer interactions running smoothly and efficiently.

Cons

The pricing is a bit higher than some competing options on the market.

“help center and bot boost support”

Pros

It has been a real time-saver for our team. The bot handles client inquiries well which cuts down the number of tickets we need to manage and the help center is excellent for publishing support articles so clients can find answers on their own first. Another part I really appreciate is the community feature, where clients can discuss topics and help newer users troubleshoot issues.

Cons

Costs can rise quite a bit as you add more operators which makes scaling more expensive. Deployment also takes a long time because there are so many integrations that need to be set up.

“excellent ticket tracking”

Pros

Zendesk lets us interact with both internal and external customers while keeping clear visibility into the status of service requests, as well as managing response times and service levels effectively.

Cons

At times when a ticket marked as resolved is replicated, it gets reopened again although the app does notify you when that happens.

“affordable fit for our needs”

Pros

The price was affordable and the system handles what we currently need it to do. We still haven't dug into many of the other features yet.

Cons

Because we have not really explored the broader feature set, I don't have any real complaints at this point. It has been meeting our needs as they stand.

“fast resolutions in one place”

Pros

With a larger team handling a lot of work, this platform fits really well. Everything is consolidated in one place and it usually is like there will be a fairly quick resolution to whatever comes up.

Cons

At times it's not very obvious which section I am supposed to use for certain tasks and requests.

“Quick ticket search wins”

Pros

The ticketing system works really well and the search feature makes my job much simpler when I need to look back through past client tickets.

Cons

Honestly there's very little I dislike about this software. Nothing specific comes to mind as a complaint.

“powerful customer service toolkit”

Pros

Zendesk Suite starts at $99/month and gives you the ability to manage just about everything you could imagine in a customer service department and even beyond that across your business.

Cons

As for drawbacks the information and documentation weren't highlighted enough when I used it about two years ago although that has improved since then.

“helpful for customer support”

Pros

It is a part of our daily workflow and it really helps us deliver the best possible experience to our customers.

Cons

There's nothing I dislike about this tool.

“Live customer visibility”

Pros

The tool is very useful to see connected customers as small icons. I can also see how many times they have messaged, along with the dates and past conversations.

Cons

I'd prefer to always see who is connected instead of having that visibility be optional.

“all-in-one support powerhouse”

Pros

After using Zendesk for several years I can honestly say it's been an excellent tool. Everything for customer support is handled in one place and I can sort inquiries by status like new, pending and more. That makes it really clear what needs attention first and helps me stay efficient throughout the day. It also helps us keep customers updated so they feel acknowledged and taken care of. The automated responses have been a huge help for our team as well.

Cons

The only downside that comes to mind is that it can get a bit expensive if you want to use the full range of its features and functionality.

“helpdesk ticketing that delivers”

Pros

Our helpdesk team has had a good experience using this tool for entering and managing tickets. It works well for staff and fits the day to day support workflow nicely.

Cons

Customer support from the vendor didn't meet expectations. It can be customized but compared with similar products, the customization options feel weaker.