Zendesk Suite Reviews

“weak reporting”

Pros

The interface is clean and user friendly so it doesn't take long for people to get comfortable with the system. Features such as internal notes and shared ticket views are genuinely useful in day to day work. The ticketing system itself is among the best I have worked with.

Cons

Reporting still is pretty limited and leaves a lot to be desired. Once you move up through the pricing tiers, the cost can get expensive quickly. On top of that customer support hasn't been very responsive when help is needed.

“quite pricey to scale”

Pros

Zendesk gives us a centralized way to manage the issues coming in from live chat and email tickets. The interface is clean and easy to navigate and the automation tools help save a lot of time.

Cons

The pricing is a bit on the higher side and as your team grows, the extra cost for additional users adds up. Also some parts of the setup on the admin side are not very easy to work through.

“Unified support that delivers results”

Pros

It does a really good job of bringing customer support together by managing all external support sites in one place and creating tickets quickly whenever assistance is needed.

Cons

Using it has been a pleasure and I haven't run into any issues so far.

“Custom dashboards win”

Pros

The platform is easy to use and the dashboards offer a lot of customization.

Cons

It can feel a bit overwhelming at first for new users but once you get familiar with it, it works really well.

“organized handling for busy ticket queues”

Pros

It keeps tickets organized and manageable instead of letting them become disorganized.

Cons

The interface can feel a little confusing at times but the functionality more than makes up for it.

“Better visibility for support teams”

Pros

Being able to view all the incoming communication my employees were receiving was really helpful. If someone was out on vacation, I could step in and reply to the customer they had been assisting. That made a big difference in keeping the customer experience consistent.

Cons

Setting up email filters and workflow routes felt like it took quite a few steps. I would have preferred a more user friendly and simple setup process.

“Powerful hub for customer operations”

Pros

Having ticketing, chat, email and social media all built into one platform keeps everything connected and helps the team work more efficiently. The automation tools and reporting features are especially useful for boosting productivity and improving customer satisfaction.

Cons

Getting started with the setup and customization can be a bit difficult for new users. On top of that the pricing feels fairly high for smaller teams or businesses.

“buggy features with awful support”

Pros

The ticketing system is reliable most of the time and generally does its job well.

Cons

Their support has been among the worst I have dealt with and it seems to be getting worse over time. The admin portal is buggy and the knowledge base tools force you to learn another programming language just to set up a support site. On top of that the knowledge base itself is unreliable as it regularly removes images from live articles and breaks formatting. Also the analytics tool is overly complicated and really requires a deep understanding of its setup to use well. The few genuinely useful features they release are usually limited to enterprise customers. Most of their newer development seems focused on unfinished call center features that fail to deliver as promised and actually reduce the quality of support for both their customers and ours. Spam filtering is also handled terribly. Large amounts of junk and harmful messages get through, while legitimate customer emails get blocked in large batches after updates. To make matters worse, there's no notification at all when messages fail to deliver, such as with bounces.

“good for enterprise customer service”

Pros

Having a full customer service solution in one place is really amazing and the ticketing system is an excellent added benefit.

Cons

It can be difficult to navigate if you don't have much technical knowledge.

“Ample storage for large knowledge bases”

Pros

A big plus is the 10.5 GB data storage limit and there's also an option to upgrade if more space is needed.

Cons

Working with template objects can be pretty complicated from a coding standpoint.

“User friendly from day one”

Pros

The interface is very easy to use and is really user friendly.

Cons

Getting to the exact place I need can take a bit of searching and clicking through several screens.

“Always keep their promises”

Pros

One thing that really stood out to me with Zendesk is how it brings customer conversations from different channels into one place. Having everything managed centrally has made customer support feel much more organized and effective. The automated reply features have also been very helpful and have clearly reduced the amount of manual work. I also like being able to see important information at a glance on the dashboard, including performance metrics and other useful data.

Cons

After using its different features there honestly haven't been many major downsides for me. The only real inconvenience is the mobile app since some functions are more limited than they are on desktop. Aside from that, I have been happy with most of the platform.

“accessible from anywhere”

Pros

Running it as cloud software without needing our own infrastructure is a big advantage. Plus it offers professional features, is pleasant to work with and scales well as needs grow.

Cons

The only real downside I see here is the cost.

“Really liked the integrations”

Pros

Zendesk Suite brings together all the integrations and add-ons needed for handling tickets effectively. It is secure and reliable and the dashboard is very easy to navigate, with options visible right away. Ticket history is also available at a glance and it's convenient to create or search for relevant knowledge base articles directly from the ticket panel itself. Workforce calculations, along with chat and call handling, work really well and are user friendly enough that you can get started without much guidance.

Cons

One issue is that the interface becomes quite slow when the laptop disconnects from the company VPN and connects straight to the internet. Also using its chat on a mobile device doesn't feel very suitable or recommended.

“Flexible tagging and tracking”

Pros

There are many ways to tag tickets so you can organize them to fit whatever workflow you prefer. Email responses feed right into the ticketing system without any trouble and the tag and time based tracking on the external side works very well.

Cons

The ticketing system is not the best as it is not very easy to notice when new tickets arrive. Right now you still have to manually check the New Tickets tab. A built-in desktop notification for incoming tickets feels like something that should already be there but it's currently missing.

“clean organization for ticket queues”

Pros

Using this software has not been a problem at all and the clean layout makes organizing tickets simple and efficient.

Cons

It does feel a bit limited in some areas especially when it comes to document uploading.

“User friendly UI”

Pros

The interface is clean and user friendly so getting around the platform is easy. It also comes with a good range of features that cover a reasonable amount of day to day needs.

Cons

Customer support has been disappointing and the platform could really use more customization options and better feedback channels.

“Loved the smart automation”

Pros

It comes with several strong benefits such as it brings every support channel together in one place, including email, chat, phone and social media. The automation features, such as workflows, macros and bots, help save a lot of time. Its reporting and analytics tools are also useful for tracking team performance and customer satisfaction. On top of that it offers integrations with other tools and a range of customization options. Overall it improves the customer experience with self-service tools, a knowledge base and omnichannel support.

Cons

The pricing is quite high. Setting everything up can also be complex. Some plans have limited customization options and the quality of customer support could still be improved.

“useful macros for faster ticket resolution”

Pros

I really like having the option to create macros in the ticketing tool because they help cut down the number of unnecessary tickets and false positives.

Cons

Their support service basically relies on automated replies.

“Great interface but limited flexibility”

Pros

The interface is user friendly and simple to navigate which makes day to day work more convenient. It also performs reliably and supports team collaboration well so working together across the team feels dependable.

Cons

Customization options are fairly limited especially if you need something more tailored. The pricing also gets higher once you need the more advanced features and the reporting tools feel pretty basic and could definitely use more depth.