Zendesk Suite Reviews

“user-friendly support tool”

Pros

This product is very easy to use and it works really well for all kinds of businesses.

Cons

I cannot think of anything I dislike about it.

“powerful automation features”

Pros

One thing that's clearly done really well in this product is the automation. It works very well and adds a lot of value.

Cons

The interface still needs improvement. Also the design seems overly complicated to navigate.

“helpful stats and friendly design”

Pros

The feature we really value is the statistics dashboard which lets us track our response times and see how satisfied parents are with our communication. That has been a huge win for us because it has directly helped improve our organization's net promoter score. The dark green color scheme also seems welcoming and the platform is simple to learn and use.

Cons

One thing that still bothers me is the sign-off signature. I cannot set one up so I have to manually type it every time I reply to an email.

“Customer history visible at a glance”

Pros

Zendesk makes it really simple to pull up all customer communications in one place such as email, chat, surveys and more. Having the full timeline of a customer's interactions makes it much easier to understand their situation and figure out the best way to help.

Cons

We haven't used the phone or call center features so I cannot really speak to how well that part works.

“reliable customer service workflow”

Pros

Handling customer service tasks with Zendesk Suite is pretty easy and it's been an efficient way to manage this kind of work.

Cons

The feature set is a bit limited. It's also tough to compare it with other similar tools since I haven't really used alternatives. Even with that my overall experience with it has been positive.

“organized contacts and strong CRM”

Pros

Among the CRM tools I have used this is one of the best. It's been especially useful even when changing jobs and it keeps information on anyone such as clients or otherwise that too well organized and instantly accessible. The layout is user friendly and everything is right at your fingertips. I'd happily keep using it long-term as long as the pricing stayed reasonable although there are plenty of similar options out there now to consider at the same or even lower cost.

Cons

Overall I have enjoyed using this product a lot. It's a really great application but with so many newer tools coming out that offer nearly the same features for a lower price, it just doesn't feel worth it to me anymore. At this point I need something that comes in at a more affordable price.

“user-friendly ticketing win”

Pros

Running a remote team of insurance telesales agents means system glitches, errors and general IT problems are bound to happen. Because of that having a ticketing and support tool that is both effective and user friendly is incredibly important. Plus it has made it very simple for my team to report IT issues and keep track of them and overall the platform is very easy to use.

Cons

I really do not have any complaints about the software. It is also very accessible for my team since we can use it as an add-on within Microsoft Teams and that convenience makes it much easier for me to manage both the team and the day to day issues that come up.

“Handy call tracking”

Pros

It does a great job of tracking calls and I can add all my notes in one place while also keeping up with revenue details.

Cons

One thing that trips me up is remembering to move a deal along in the pipeline. Also, when I log calls from my phone since I have the app on my cell too, it doesn't give me quite enough time to finish typing my notes.

“feature packed software”

Pros

It comes with plenty of features and it's a platform that has been around for a very long time.

Cons

The company feels like it has grown into a big corporation and lost the startup energy it had early on. It also makes me question whether the product is still being actively developed.

“user-friendly remote access”

Pros

Getting VPN access outside the company firewall is very user friendly especially with the way certain web-based portals are configured.

Cons

Stability can be a problem at times although a reboot usually fixes it.

“Simple dashboard and great themes”

Pros

The user friendly dashboard makes everything simple to navigate and the multichannel support is a big plus. Their response time to queries is also very fast. Another thing I really like is being able to configure and customize the themes exactly the way I want.

Cons

Getting everything set up was a bit difficult at first but aside from that, I really enjoy the functionality and don't have any other complaints.

“all support tools together”

Pros

It is very user friendly and having all the tools gathered in one place makes daily work much more convenient.

Cons

I honestly don't have anything to complain about as everything has been working really well.

“ticketing works but frustrating limits”

Pros

Our customers can submit support tickets through it and agents are able to reply to them and take action when needed.

Cons

Using it alongside Office 365 can make the login process confusing especially because of Microsoft's side of things. Once a post is submitted, it cannot be edited, the macro features feel limited and our whole staff really dislikes using it.

“Organized client management”

Pros

The navigation works well and it keeps client information organized in a way that makes daily tasks easier to manage.

Cons

One part that can still be a bit confusing is the order of tickets since the way they appear is not always very clear.

“well organized and simple”

Pros

Everything is laid out clearly and neatly organized so it's simple to find what I need.

Cons

I really don't have any complaints about this software.

“Offers real-time support”

Pros

Working at a company that uses Zendesk has completely changed how we connect with customers through chat. It lets me help people in real time with troubleshooting, placing orders, checking order status and answering general questions right away. The whole experience feels much more convenient than making customers sit through phone calls or wait on hold for a representative so this feature has been a big improvement in how we communicate.

Cons

From the employee side, the system can feel a little intimidating when you first start using it. There are several different features and tools to learn in order to find the right information for each customer so it definitely took some time to get comfortable navigating everything. That said I really do not see any downsides from the customer perspective.

“Works well on every device”

Pros

Using Zendesk Suite has not been a problem at all and we really haven't had any complaints about the product. It works well and is simple to use on any device.

Cons

As a user, I honestly haven't run into anything I dislike. It's also very simple to manage.

“organized ticketing and smart automation”

Pros

Zendesk is a very right hub for managing customer support. It helps the team track everything related to customer tickets and questions including live chat, self-service options and a record of every action taken. I really like the strong automation. It lets us automatically monitor incoming tickets, set up automatic replies and quickly send each request to the right team member. It is also very helpful that response times, steps taken and customer satisfaction are all recorded. That makes it easy to see how quickly team members respond and how happy customers are with that support. Another big plus is that it can be set up in different languages so customers can choose what works best for them. It also works well for answering questions through SMS which helps us reach more customers.

Cons

I honestly have not noticed any downsides. The interface is excellent, the tools and tickets are very accessible and the ticket coding system is well designed in a way that makes it simpler for both customers and team members to follow along.

“reliable ticket tracking”

Pros

Ticket management works really well. Handling inquiries as tickets helps make sure nothing gets missed and it also reduces the chance of dealing with duplicates. When views are set up properly, it becomes much clearer to see the scope of responses assigned to each department and the reporting features are valuable too making it easy to review things later.

Cons

It offers a lot of freedom for customization and has many settings but the interface is not very user friendly visually so it takes time to learn. It also includes a response feature for inquiries but it can be confusing to tell where the reply content is saved and where drafts are located.

“affordable support hub”

Pros

Zendesk is a popular and affordable customer service platform with plenty of features and a simple interface. One thing that really helps is how it brings all support channels together in a single place.

Cons

Available features can vary depending on which support channel you're using. It may also feel limited if your workflow or requirements are very specific.