Zendesk Suite Reviews

“simple CRM access, harder integration”

Pros

Getting into the CRM side of things is pretty easy and it doesn't take long to learn how to use it well.

Cons

The integration part can be challenging and it may not be the best fit for every team or user.

“visible ticket sections”

Pros

The layout includes clear east and west sections which makes important details very visible and easier to keep track of while working.

Cons

I run into errors and lag quite often when resolving tickets with this tool and it usually needs to be refreshed again and again.

“Super helpful for support”

Pros

Using this software has been incredibly simple and it's been extremely helpful for our team. I really love Zendesk.

Cons

The only downside I have noticed is that we occasionally run into collisions when the queue is low.

“customer success communication win”

Pros

From a Customer Success standpoint, Zendesk is where I go to check the status of tickets, review help articles and keep track of ongoing conversations. It really helps organize communication and makes it simple to include customers in updates or leave them out when needed.

Cons

I cannot think of anything I dislike about it.

“helpful scripts and reporting”

Pros

One thing that's been especially useful in Zendesk is being able to save our own spiels and scripts, then pull them up quickly during live chats. On top of that the reporting logic is something I really appreciate because it includes almost all the functions and filters needed to build accurate reports.

Cons

The downside is that some software integrations don't always work the way they should. Callbar in particular can get out of sync at times which forces us to log phone calls through the web version instead of the Callbar app even though the app is much more convenient to use.

“ticket tracking done right”

Pros

Keeping tickets organized with Zendesk is really easy. There are several ways to search so it's simple to pull up a ticket by person, number, email and other details when needed.

Cons

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

“powerful multichannel support hub”

Pros

Zendesk Suite gives us a lot of ways to reach customers right when needed through channels like WhatsApp, email social media and the web live chat widget. Because of that, communication with clients feels much more organized and easier to manage in one place.

Cons

The downside is the cost which is quite high and the setup can take a long time especially if you do not have a strong technical IT background.

“Confusing ticket hierarchy options”

Pros

Getting around the platform and creating tickets is pretty easy. Notifications work as expected, tagging is useful and attachments also function well.

Cons

Well the ticket creation hierarchy is where things get frustrating. There are too many selection options which can be really confusing and sometimes the option I actually need just is not there. Since my vendor chose not to include an other option, it can make creating a ticket correctly impossible in some cases.

“flexible support that delivers”

Pros

One thing that really catches my attention is how support works through the platform. Whenever we have a question or need technical help, the response comes in a mixed way, both inside the platform itself and through email which makes communication very convenient.

Cons

I cannot point to anything I like the least because up to now the experience has been excellent.

“simple but limited tools”

Pros

It is easy to use, simple to navigate and the functionality is clear from the start.

Cons

It is limited in terms of features and isn't all that useful beyond basic customer tracking.

“works well across our tools”

Pros

The tool fits in nicely with the different software platforms we already use which makes everything more connected and convenient.

Cons

I don't have any complaints at this point.

“Ideal support features, missing integrations”

Pros

Zendesk covers a wide range of support needs, including onsite chat, a ticketing system and IVR through a third-party provider which matched what our business needed for customer support.

Cons

Even with all of its features it was still missing a few essential third-party integrations that were necessary for our business.

“Great support for business”

Pros

It always seems easy to use and it really helps make day to day business tasks easier.

Cons

At this point everything has been good overall and I just haven't had the chance to use all of its features yet.

“Practical follow-up on tickets”

Pros

I like how simple it is to track open tickets and also check the service interactions that have already been completed.

Cons

The most confusing part is understanding, within the tickets, who they are talking to since the service keeps getting redirected to other agents. This could be improved.

“better control over sales”

Pros

It has been working really well for us. It was especially helpful during the COVID period and since using it we've had a much better handle on our online sales and customer interactions.

Cons

It would be even better if live chat included camera interaction as an added feature.

“good fit while scaling”

Pros

It worked really well for us during our growth phase and overall our team had no trouble using it.

Cons

Having separate tickets made the experience feel less truly omnichannel than I wanted.

“Ideal for ticket handling”

Pros

Zendesk works really well for assigning IT tickets and getting them resolved efficiently.

Cons

The platform is fairly limited in scope and it doesn't really allow new tasks to be assigned to the team.

“powerful reporting and flexibility”

Pros

I like that it is user friendly and it helps put together great solutions efficiently. The reporting tools are especially amazing and provide a lot of useful insight.

Cons

Support is one of the weaker areas. Call quality can be unreliable at times and the cost gets pretty high if you want to enable all of the available features.

“jira integration works brilliantly”

Pros

The Jira integration is really useful and the option to open a partial ticket through a side conversation adds a lot of flexibility to the workflow.

Cons

Nothing to point out here as the software is stable and adapts well to the needs of pretty much any company.

“powerful reports and integrations”

Pros

Zendesk Suite handles multiple integrations really well and supports several customer service channels, including phone and chat. It also provides the tools and resources needed to manage large teams effectively. The reporting is an outstanding part of the platform, with countless possibilities that really make a difference.

Cons

Technical support from the team can be slow at times.