Zendesk Suite Reviews

“Very clean interface and design”

Pros

The interface looks modern and visually appealing and it's also very easy to use.

Cons

The tools and feature options available for replying to tickets feel limited.

“accessible support that delivers”

Pros

This software makes handling issues in my games much easier and more accessible.

Cons

I don't have any complaints overall as it's an excellent piece of software.

“all support in one place”

Pros

Everything being unified in one system is really helpful since it makes it simple to stay on top of emails and live chats while also guiding people to the right support pages.

Cons

One downside was the extra cost for multilingual support. It also didn't perform as well as some other options available and a few competitors offer stronger features overall.

“Very practical customer service”

Pros

The instant interaction with customers is a big plus and the platform is very easy to use.

Cons

Report extraction could be better especially if it offered an easier way to export data directly to Excel spreadsheets.

“Clean layout and great quality”

Pros

Right from the start the layout seems simple and much better organized than most other tools. It's simple to work with but it still delivers strong quality without feeling stripped down.

Cons

The SLA control and alert system could definitely be improved, as there's still some room to make that part work better.

“supportive team, messy reporting”

Pros

Once everything is configured the features seem user friendly and easy to use. The after-sales and customer success teams are also very supportive. It also helps a lot with onboarding and moving new employees especially in support roles since many other companies in the industry already work with it.

Cons

Pulling reports quickly is difficult. It also doesn't allow notification syncing from Slack which is frustrating when Slack is the main tool used for internal communication. Reporting can become less accurate because of tags that cannot be removed or deleted. The reporting and admin areas can be frustrating to deal with overall. In the previous version, searching for macros, triggers and similar items would open in a new tab but the new version opens an entirely separate browser tab which makes the whole experience feel confusing.

“helpful IT request tracking”

Pros

Keeping up with IT requests is easy and the conversation history arrives in email form which makes everything much easier to follow.

Cons

There's really nothing to complain about as I genuinely enjoy that our company has this feature available for handling IT needs.

“very user friendly experience”

Pros

Zendesk Suite is very easy to use and the platform felt very user friendly from the beginning.

Cons

The part I liked least was the interface design. It was not difficult to navigate at all but the color options were not very visually appealing.

“organized support requests”

Pros

It does a really good job of keeping everyone organized when it comes to tech support requests.

Cons

I haven't run into any problems with this software at all so far.

“fantastic for tickets and teamwork”

Pros

Zendesk Suite makes handling customers, tickets, sales and communication with the rest of the team really easy. Everything is well organized and simple to manage in one place.

Cons

No real complaints. Whenever any bugs come up, they get fixed quickly.

“simpler workflows and updates”

Pros

The recent updates have made the platform much simpler to use and I really appreciate the improved functionality.

Cons

I still really dislike is that auto-translate for public replies isn't supported yet.

“Powerful cloud help desk”

Pros

Zendesk has been a big asset as a help desk for us. It comes with a lot of features, really helps organize our work and the cloud application is very amazing. It fits our line of business very well and has been genuinely helpful for day to day support.

Cons

Honestly my only complaint is the pricing. It feels quite expensive and that's really the one downside for me.

“user friendly navigation wins”

Pros

This app is easy to use. In short it is simple to use and is very user friendly overall.

Cons

Although tickets are being submitted properly, there are times when the Public Reply recipient still doesn't get the email. I do know the developers are doing everything they can to resolve the issue.

“multilingual support done right”

Pros

Managing multilingual support is very easy especially with the Unbabel integration. It's also very user friendly and works really well for larger teams.

Cons

It tends to lag when more than 3 or 4 chats are open at the same time.

“organized support tracking”

Pros

Before Zendesk we didn't have a current system that was simple to manage for handling customer requests. With it in place, staying organized is much more manageable. We can sort tickets by tags and themes and keep an eye on response status which has created a better experience for our customers.

Cons

Getting comfortable with it took some time because it isn't always very self-explanatory. On top of that customer service could be easier to reach when help is needed.

“reliable call recording”

Pros

It consistently recorded every call without any issues which was a big plus.

Cons

I did have to refresh it quite often because it kept crashing.

“fantastic support hub”

Pros

Getting started with Zendesk was very easy and it worked well for both our team handling requests and the end users submitting questions or complaints. I also really appreciated having it act as one central place to manage customer FAQs along with special support requests.

Cons

I didn't run into anything I disliked about it. Everything felt thoughtfully designed and worked the way it should.

“Really like it!”

Pros

Quick to pick up and just as simple to train customer support teams on especially when it comes to incident management processes.

Cons

Getting started can feel a bit overwhelming when you're setting up workflows, users, escalations and team schedules. Once those pieces are configured though, it does a reliable job of making sure no customer contract detail gets missed.

“powerful multichannel support hub”

Pros

Being able to chat with customers from a single Zendesk account across their preferred social channels like WhatsApp, Twitter, Instagram, Facebook and Google My Business has helped us reply to more people in less time and stay much more productive with ticket handling.

Cons

This tool really fits larger enterprises better especially when you have a high number of support agents.

“misleading add-ons and training fees”

Pros

I actually got a good laugh when they suggested using Google search instead of relying on their own search feature.

Cons

Right away the product felt pretty limited and the sales team gives the impression that they'll help you get up and running when that really isn't the case. They also leave out the fact that some features come with extra charges even when they present them as being included with your subscription. The training offerings are outrageous too as they wanted $350 for a 10 minute video that didn't answer a single one of my questions. Thankfully that fee was waived but only after dealing with 2 account executives, a sales manager and 2 support/training specialists who called themselves developers, over a 9 month stretch just to get a basic answer on how to use and report on Tags.