Zendesk Suite Reviews

“reliable ticketing that delivers”

Pros

Zendesk does a really good job of keeping issue management organized. Since it's such a widely used ticketing platform for SaaS companies, I have worked in a few different Zendesk setups over time. Even though each one was tailored a bit differently based on the client's needs, the core functionality stayed consistent. At the end of the day, it's a dependable ticketing system that helps teams track issues and respond to them efficiently and effectively.

Cons

Reporting is probably the part I struggle with most. The standard reports are useful but customizing them to show only the exact data I want has been a challenge. That may partly be due to how much custom or non-standard configuration exists in the instance I use. Since I wasn't part of the original implementation, I cannot really say whether the organization set up and uses it in the best way.

“organized and reliable”

Pros

Everything is very well organized in this software and that's something I really love about using it.

Cons

I feel like the subscription price could be a bit lower but overall it's still affordable for me.

“student queue works well”

Pros

The way it lines students up in the queue works really well and the system automatically assigns one student to each teacher which is helpful. Moving a student to someone else is also handled nicely.

Cons

The notes/text that open with each student are way too small and difficult to read. That makes it harder to quickly pull up the information needed to help with their course. It would be much better if their coursework or specific issue appeared alongside the chat so teachers wouldn't have to dig through a multi-step process and keep several tabs open while assisting a student.

“collaborative support workflow”

Pros

Both users and administrators can work side by side on the platform making it simple to address issues together in real time.

Cons

Like many similar tools it is a bit on the expensive side.

“quick to learn and navigate”

Pros

Zendesk Suite feels lightweight and is very simple to move around in. New team members usually pick it up fast and learn how to handle customer interactions without much trouble.

Cons

One thing that could be better is having more interactive navigation between records and customer histories.

“clean ticket closure options”

Pros

The different ways to close tickets were easy and clearly organized which made the process simple to follow.

Cons

They made changes pretty often and there usually wasn't any warning beforehand.

“customer support works better”

Pros

It's honestly hard to imagine how we managed before using this software. The number of phone calls dropped significantly and has stayed very low because we're able to help customers more efficiently and with better accuracy. The internal chat between reps is fantastic too as we can talk through possible solutions with each other without having to leave the customer chat.

Cons

I cannot think of any feature or issue that I liked least.

“quick onboarding and universal search”

Pros

Getting new people trained on this platform takes very little time and it's just as simple to show current support staff how to create and add knowledge base articles. The universal search is also a big plus since it makes finding and pulling up tickets really convenient.

Cons

What I'd like improved is having side conversations connected back to the user and organization profiles. I'd also love better visibility into possible duplicate contacts and a more refined ticket merging system because both of those workflows feel pretty confusing right now.

“strong chat support, costly setup”

Pros

I really liked was the outstanding chat support system especially the queue status feature which made it much easier to keep track of things.

Cons

Compared with other options, it is noticeably more expensive. On top of that getting the service implemented can be pretty hectic. Although the platform looks polished on the surface, it does come with some flaws and the biggest issue by far is the pricing which is quite high compared to similar platforms.

“organized ticket routing”

Pros

Using this product is not a problem. Everything stays well organized and assigning tickets to specific teammates makes it simple to keep track of everything and manage the workload efficiently.

Cons

I don't have any complaints about the product. I have been enjoying it a lot overall.

“live chat saves time”

Pros

The biggest advantage for me is how much time it helps save when handling customer issues. The live chat feature is especially the best part.

Cons

The cost feels high if you're only going to use the platform for basic needs so it makes more sense for companies that are already growing.

“friendly ticket tracking”

Pros

Zendesk is very user friendly and simple to navigate. The ticket tracking and escalation features are also easy to use.

Cons

I don't have anything I dislike about the platform.

“Omnichannel support hub”

Pros

Having everything in one place really helps. The omnichannel support, along with ticketing and routing, makes it much easier to manage multiple support requests and the 24/7 answer bot support is a big plus.

Cons

The dashboard still has room for improvement and the setup process wasn't very basic. Plus its Guide could also be better if it let us keep all of our assets in one place.

“Awful experience overall”

Pros

There really isn't anything positive I can say about this company.

Cons

Pretty much everything they provide sums up exactly why this company is so awful.

“Setup complexity is there”

Pros

Zendesk is a user friendly platform that lets you keep track of all the issues submitted across the organization without much hassle. It brings everything together in one place which makes things more efficient for both the IT team and the end users.

Cons

On the admin side though it can become complicated pretty fast because it's such a powerful and highly customizable system. To really get started properly and make full use of everything it offers, you usually need to spend time with the documentation or a few tutorials first.

“Provide clear profile”

Pros

It's really convenient to see your personal profile and all of your tickets in one place.

Cons

Merging tickets can be really confusing.

“Worth every penny”

Pros

Zendesk Suite is very user friendly. It has helped a lot with customer and client engagement and the pricing feels justified for the level of service it provides.

Cons

One area that could be better is the consistency of customer support since I am often transferred between multiple agents. That said each one still handles their part efficiently.

“Improves productivity”

Pros

This software took very little time to get familiar with and it has noticeably boosted our company's productivity because our agents are now much more efficient when handling customer chats.

Cons

At this point I haven't come across any downsides. Whenever an issue has come up, their customer support has been very helpful every single time.

“ideal for data handling”

Pros

It is easy to use and it usually does a good job of storing a moderate amount of detailed customer information.

Cons

Reporting and data export behave quite differently between Microsoft and Apple users. Unfortunately, Apple users lose access to a fairly significant set of features.

“Powerful dashboards and automations”

Pros

The wide range of assets, integrations, apps and metric dashboards makes it stand out. It is like a complete CRM platform that supports everything from the first customer interaction to the insights representatives need to do their jobs better. We were also able to customize triggers and automations to reroute tickets into different views, send automatic replies based on certain keywords and handle many other useful tasks.

Cons

I have not run into any downsides. Even for a new developer wanting to explore app development, there is a lot of community support available along with dependable documentation.