“Versatile channels and great integrations”

Pros

It works really well because it connects with a wide range of communication channels even though some of them require third-party integration tools.

Cons

I would still want built-in support for eBay and Amazon messaging. Right now we have to pay for a third party integration. Even though it works very well, it is something the software should already include.

“helpful uploads and friendly design”

Pros

The interface is user friendly and the file upload feature is really useful.

Cons

At times the chat support window pops up even when it isn't needed.

“set and forget support platform”

Pros

Being a PaaS solution, Zendesk Suite needed very little setup, testing was simple and it has basically been a set-it-and-forget-it system for a long time.

Cons

The only real hassle was doing a bit of extra maneuvering around how we route email into it but aside from that, there is very little to complain about.

“zendesk tv works really well”

Pros

Everything has been going really well with Zendesk TV.

Cons

At times I didn't even realize the site was available until I ran into a few issues with it and that's when I discovered it.

“handy online help access”

Pros

Getting to online help and reference material is very convenient and practical.

Cons

It would be better if each topic opened in tabs instead of launching a new web page every time.

“functional support suite”

Pros

Using Zendesk has been a fantastic experience. It's the company behind tools for support, sales and more and the software really stands out because it's highly functional.

Cons

I haven't run into any issues with it. Everything has worked well and feels on point.

“customer support channels all connected”

Pros

A very complete customer service platform. It lets me connect every support channel my company uses such as WhatsApp, Instagram, Facebook, WebChat, website, phone and email and it also includes mass messaging actions across those channels plus customization options. After we started using Zendesk, we noticed a significant improvement in the customer experience.

Cons

The implementation was a bit complex and we needed help from a developer to get everything set up properly.

“helpdesk and ticketing boost”

Pros

Setting up a helpdesk for our website with this software has been really helpful. It makes the ticketing system much easier to manage and it also works well with other apps which helps a lot with collaboration.

Cons

Its pricing is higher than it should be especially for users who are just getting started. The initial implementation also could have been handled better.

“friendly ticketing that delivers”

Pros

Zendesk Suite has been a really great tool for managing tickets and handling customer support. The interface is user friendly and the GUI feels clear and approachable which makes day to day use very comfortable.

Cons

At this stage I honestly don't have any negative points to mention about it.

“flexible ticket routing wins”

Pros

Custom ticket routing and the ability to create tickets through a simple API helped us manage the entire process from start to finish much better.

Cons

Connecting it with other SaaS tools was challenging because the APIs and customer data don't integrate natively with those platforms.

“clear setup and versatile features”

Pros

The biggest plus is how clear everything is and how simple the functionality is. Even brand-new users can understand it quickly without much trouble.

Cons

Every now and then it slows down a bit but aside from that it has been really nice to use. It's been impressive overall and the range of features it offers is quite versatile.

“Helpful macros and great reporting”

Pros

Macros, reply templates and the reporting and analytics tools are really useful. It's also helpful that the UI shows the TAT for every single ticket.

Cons

One thing that still needs improvement is critical alert notification tones on both the desktop version and the mobile app for urgent tickets.

“instant support that stays organized”

Pros

One thing I really appreciate is that my customers can get help right away and the whole process stays manageable. It keeps our support flow organized, avoids chaos in customer service and Zendesk has been a big help overall.

Cons

The part I am not into is its analytics side, mainly because I don't use it. Other than that, it's a very good product.

“flexible setup with minor slip-ups”

Pros

Getting Zendesk Suite up and running was easy and it's simple for users to work with while still offering a lot of flexibility.

Cons

There's still a bit of room for user error especially for people responding to tickets but aside from that there are very few downsides overall.

“sensational reporting for our needs”

Pros

The way it handles reporting has been sensational for what our team needs.

Cons

At this point it delivers everything it promises.

“powerful customer service toolkit”

Pros

It was easy to set up and running and managing it day to day has been just as simple. It offers a wide range of features that cover almost every customer service need you could have.

Cons

A few features still feel like they could be developed further especially the bot functionality.

“interface and integrations are excellent”

Pros

The interface is very good, ticket management is easy and it offers several integrations.

Cons

I couldn't find any negative point as the tool does an excellent job at what it's meant to do.

“real-time ticketing that delivers”

Pros

It lets me create real-time tickets and the team responsible can reach out through the platform and resolve them quickly.

Cons

One downside is that sometimes we have to open and use it in Incognito Mode.

“Fully integrated tool”

Pros

Zendesk Suite comes with an extremely powerful set of features. It's very simple to use, highly customizable and everything works together in one fully integrated platform.

Cons

Nothing to point out here. It meets my needs perfectly.

“organized and responsive support hub”

Pros

This software took almost no time to learn and training new employees on it has been just as easy. Everything feels well organized which makes it very practical for handling emails and keeping track of things. The website has been consistently reliable for us and it always responds quickly when we need it.

Cons

There really are no features I dislike here. It fits exactly what I need it to do.