Zendesk Suite Reviews

“powerful integrations for support”

Pros

One thing I really like is how well it integrate with a wide range of apps which makes it much more useful across different workflows.

Cons

Keep in mind that it can get pretty expensive if you want to fully benefit from all of its features.

“Good for email handling”

Pros

The thing that really works well in Zendesk is its email and ticket management. It almost seems like having a virtual desk assistant since the platform offers several tools that are genuinely impressive. We use it to handle alerts, keep track of emails and stay on top of different customer issues along with their resolutions which makes the whole support process much more organized.

Cons

The downside is that it covers so many functions that a lot of parts of the platform end up going unused on our side and that can feel a bit wasteful. It would be much better if the system could be more tailored and built specifically around the needs of each organization.

“versatile support tools”

Pros

Setting up customer groups and categories is easy and it integrate well with our billing system. We can also add calling features and contact clients directly, creating tickets is simple and it integrates nicely with other platforms too.

Cons

There's not really much to complain about. It works very well and covers what our company needs.

“all complaints in one place”

Pros

It handles all customer complaints in one software which makes everything much more organized and convenient.

Cons

Notifications for each query work really well and help a lot with managing complaints efficiently. So no complaints.

“fantastic live chat for teams”

Pros

Zendesk Suite is very easy to use and it works really well when several team members need to view messages and reply from one place. It's an excellent option for managing live chat on a website especially for a smaller company.

Cons

The thing I'd love to see improved is the texting/chat form requiring a bit more information from users upfront. We sometimes receive vague messages with almost no details so it would help if people had to complete a few more fields before sending their message.

“reliable tracking for enquiries”

Pros

After getting familiar with the features the platform becomes easy to use and does a really good job of keeping customer enquiries organized which helps us respond properly and resolve issues efficiently.

Cons

One downside is merging enquiries that come in from different platforms. The out-of-office option also does not work consistently at times.

“flexible support and collaboration”

Pros

Working with both teammates and customers is much more efficient with Zendesk. It's a help desk platform that does a great job of keeping information shared across the team. For troubleshooting it includes file uploads along with query tools that are genuinely useful. File sharing is also easy, the charting features come with plenty of options and the interface feels polished while still being customizable.

Cons

Like any software it does have a few weak spots. The sorting options in the app are not very user friendly and some of the functions seem like they could be simplified to make the overall experience more user friendly.

“helpful knowledge base”

Pros

It helps people by keeping information available in one place so it's always there when they need it.

Cons

It can be confusing at times when using the information site.

“macros boost support efficiency”

Pros

Zendesk Suite has been a really strong customer service tool for us. Creating macros has been especially valuable because it has helped improve both our team's efficiency and the accuracy of our work.

Cons

At this point there isn't anything about the app that I feel needs improvement.

“quick to setup”

Pros

It was easy to get this platform up and running. Plus the email notifications look polished and can be customized nicely and the system is very user friendly for the support team.

Cons

Compared with other tools offering a very similar feature set, the pricing felt higher than it really justified. We also ran into restrictions on attachment size and a few other logistical limitations that created challenges for our small business and would have pushed us into an even more expensive plan.

“lead tracking is good”

Pros

Being able to track leads while also connecting DocuSign and HubSpot has been really helpful. It makes things much more convenient for people who are traveling and need to send in proposals while attending events.

Cons

Getting the email signature set up has surprisingly been a hassle. That kind of integration should really be handled during the initial platform setup and it was strange that even the marketing team couldn't help us with it.

“quick setup and fast replies”

Pros

This software was very quick to set up and I was able to start answering customer tickets almost immediately.

Cons

There really isn't much to complain about with this product but if I had to point out one thing, it would be the automatic reply options. They feel a bit too generic and I'd like to see more personalized choices in the future.

“Simple support tools”

Pros

Zendesk is very user friendly and the platform is simple to navigate and use overall.

Cons

One downside is that it doesn't offer a free plan and the pricing is a bit on the expensive side.

“less pressure, better focus”

Pros

It takes a lot of pressure off our team and lets us concentrate on the issues that really need attention.

Cons

We really haven't run into any negative experiences with it yet.

“helpful support search tools”

Pros

Working in our call center, Zendesk Suite closed a real gap in technical support by giving us a user friendly way to quickly look up the information we needed.

Cons

Getting all the information uploaded organized and labeled took a bit of time and felt somewhat tedious but that was also pretty much expected.

“fantastic and user-friendly”

Pros

Using this product has been an issue and I would definitely recommend it to others.

Cons

At this point I really don't have any complaints about this product.

“flexible queues and mobile oversight”

Pros

One thing that really works well is how Zendesk lets us organize tickets and configure each user separately so they can be assigned to chat, phone or email queues as needed. Being able to send tickets directly to developers and programmers from Zendesk into Asana is also a big plus. The mobile app is essential for administrators who are out of the office since they can log in, review tickets and support agents in real time while also keeping an eye on overall agent activity.

Cons

Honestly we do not really have any complaints. Once everything was set up and customized to fit our business, it has worked just fine.

“Easy to work with”

Pros

Zendesk's queue management is well organized and simple to work with. The events feature is also essential for our team since we rely on email and it lets us review the full ticket history we've handled. That context helps us understand what to do next and what resolution should be applied.

Cons

There really isn't much to complain about with this software because the features are convenient and user friendly. We do run into occasional delays from time to time but aside from that, everything has been working well.

“top-notch customer tracking”

Pros

At my current job I use Zendesk and it's the best tool for tracking customer interactions while helping us stay on top of everything.

Cons

I don't have anything I dislike about this software.

“helpful support and simple workflow”

Pros

Using it has been advantageous because it offers an easy way to manage things and the customer support has been genuinely helpful whenever needed.

Cons

One thing that could be improved is the need to update its mobile app.