Zendesk Suite Reviews

“better workload control”

Pros

It gives me a way to stay on top of a workload that would otherwise feel impossible to manage.

Cons

The callback time from customer service felt slow, aside from when the issue was related to IT help.

“Amazing customization options”

Pros

The softwares biggest strength is customer service which has helped us optimize our resources. Also it is very simple to implement and manage and it can be customized to fit our specific needs. On top of that the support team is excellent when it comes to resolving issues.

Cons

Having all the features enabled can get expensive. It also needs a date-based organizer for searching incidents and it can sometimes slow down when several tickets are opened at the same time.

“All requester details in one view”

Pros

Having every caller or requester detail available on a single page is really helpful and saves us time.

Cons

The newly updated interface has been confusing for me and my team. As we really liked how quickly it used to let us add notes and send replies to requesters so I am hoping the old version comes back because it was much clearer for handling notes and responses.

“real-time notifications are fantastic”

Pros

One of the best parts of this software is the real-time, up to date notifications which keep everything current as it happens.

Cons

Part I liked the least about this software was the installation process.

“centralized support across channels”

Pros

Being able to create agents and bring social media plus apps like WhatsApp into Zendesk has been the biggest advantage for us. It gives us a single place to handle all communication which makes the whole process much more organized and efficient.

Cons

A few of the third-party integrations can be a bit tricky to configure and some parts of the documentation seem outdated which can slow things down during setup.

“user friendly and highly trainable”

Pros

Zendesk Suite stands out for how user friendly it is and how quickly teams can get trained on it which is what we appreciated most. Even though it sits in the premium category, I still think startups can consider it as a worthwhile option.

Cons

Getting everything set up and handling migration still isn't fully supported by them. There is help available from their support team but the whole setup process can still feel quite tedious.

“clean interface!”

Pros

What I like most is the interface as it is very easy to navigate and has a fresh, pleasant look. The automatic notifications for new tickets, comments and other updates are also very helpful because they make it much easier to keep track of my requests.

Cons

Honestly I cannot think of anything I dislike about it.

“Helpful support”

Pros

One thing I liked most about this software was how user friendly it felt. I am not very computer literate but Zendesk still helped me get through everything without much trouble.

Cons

At the moment, I really don't have any complaints about the tool.

“Smart routing and helpful dashboard”

Pros

Handling customer support through regular Gmail just wasn't practical once the volume picked up especially with so many different types of queries coming in. Zendesk Suite solved that by automatically routing emails to the right support agent based on the issue. It also helps separate messages properly and assign them to the correct category or destination. We've made good use of the auto-reply feature too for cases where a standard response is enough. On top of that the dashboard is really useful for monitoring support tickets and keeping an eye on overall team performance.

Cons

Honestly I didn't come across any issues during the time I used it.

“Fast replies around the clock”

Pros

One thing that really stands out is how quickly the live chat team responds. Support tickets also get answered very fast, no matter what time of day we reach out. The solution they provide is not always exactly what we were hoping for but the response time is consistently impressive.

Cons

I do wish the solutions were better when issues come up. At times, it feels like the team may not be fully familiar with our specific line of work or they could be relying too much on a scripted response.

“organized ticketing and helpful notes”

Pros

Managing tickets is easy and everything stays well organized and simple to find. We can also leave internal notes on each ticket like a sticky note for coworkers and customers never see them.

Cons

Setting up macros could be a bit more user friendly but it's not a dealbreaker.

“Quite a affordable pricing”

Pros

The interface is very user friendly for both support agents and customers to use and the pricing is quite affordable too.

Cons

One frustrating part is that system updates in it are not reflected in the documentation quickly enough. Because of that it can be difficult to use certain features or change settings that were handled differently before the update.

“reliable features overall”

Pros

Day to day I rely on this software a lot and it genuinely makes things easier because it already has the features and tools I need.

Cons

The only downside is that, like with most software we use, we're always waiting for the next version to arrive sooner than it actually does.

“ticket organization is good”

Pros

The feature set does a nice job of keeping all tickets organized and helping everything stay on track. The interface also looks polished and visually appealing.

Cons

Getting used to a new product still takes time and there's naturally some trial and error involved. That said the customer support and available resources do help make the learning process easier.

“user-friendly support platform”

Pros

Having worked on two different teams using Zendesk one in a home office to customer facing setup and another for internal team operations I have seen quite a few strengths it brings to a market crowded with similar platforms. When it comes to ease of use, it really stands out and I'd say it is more user friendly than competitors such as Salesforce's broader cloud environment.

Cons

The live chat and integrated messaging tools are only truly effective when the people assigned to monitor and respond through them are actually available and staying on top of things. That's not really a direct issue with the software itself but it does highlight the limits of chatbot accessibility when real-time support is needed for more complex questions or less common issues that don't have standard answers.

“helpdesk focus needs work”

Pros

Helpdesk management is still the central part of this software which is exactly what it should be. At the same time, it still needs more improvement and further development.

Cons

The ticketing system feels too slow when it comes to feedback. Users usually expect a resolution as quickly as possible so this part really needs to be faster.

“customer focused communication”

Pros

Zendesk Suite really is built around the customer. It makes communication with customers much more easy and helps keep those interactions clear and convenient.

Cons

One thing I'd still like to see is tutorials added to the Help library especially covering software upgrades. That would make it a lot easier to stay current with changes and new updates.

“Good for email and call handling”

Pros

Handling incoming emails and calls is much more organized with Zendesk Suite and that has given us a real chance to improve customer service. It also helps us spot the areas where agents have questions or difficulties so we can train them better on those specific topics.

Cons

At times, the system felt a bit slow and some information took longer than expected to load although that may have been due to the large number of emails coming into the inbox.

“Frustrating year with it”

Pros

There really isn't anything positive I can mention. We spent an entire year trying to make it work and kept struggling the whole time.

Cons

From purchase to implementation to finally getting out of the its contract, the whole experience was terrible. Within a year, everyone involved from the technical teams in India and abroad to the salesperson had left the company which says a lot about how poor the product was and how bad the top management policies were.

“Better to avoid it”

Pros

Zendesk is built to improve the customer experience, pushing customer satisfaction further and standing out as a global leader in omnichannel solutions.

Cons

Whenever I deal with a company using this tool, I feel discouraged as soon as I realize I am talking to a software representative instead of an actual staff member. Also the service is very slow and it often seems like they are handling too many conversations at once while you're left waiting. On top of that they often don't really answer the questions being asked, don't seem fully informed and can come across as unpleasant. At this point if I notice a business uses this tool for customer support, I usually choose to buy somewhere else. Because if this tool is part of the support process, it ends up being too unpleasant and too time-consuming to deal with.