Zendesk Suite Reviews

“Very decent design”

Pros

Zendesk Suite is easy to use because of its simple design. Also it does not take much effort to learn and daily use is usually hassle-free with little to no friction.

Cons

That simplicity also has a tradeoff such as it doesn't offer as much customization as we would have liked based on our experience.

“Very smooth integrations”

Pros

Managing Zendesk Suite has not been a hassle and it connects well with a wide range of third-party services.

Cons

I haven't run into any issues while using the service.

“amazing knowledge base, limited integrations”

Pros

The overall simplicity is a big plus. Zendesk has been around forever in the CX space so it seems familiar and is comfortable to use. Plus all the core features you'd expect are included. The knowledge base capabilities are especially strong and honestly come close to justifying the platform on their own. Though the live chat is fairly basic but it works well for what it is.

Cons

That said the so called unified view of the customer is a little misleading unless your whole setup is built around this tool. Integrations also aren't as strong as they seem if you didn't already start out with it.

“reliable customer support”

Pros

Almost every website I visit seems to use Zendesk and there's a good reason for that. Also it does a really decent job of helping businesses stay connected with their customers and when I am the one needing assistance, this is the platform I see most often.

Cons

I honestly haven't run into any issues.

“helpful ticket tracking tools”

Pros

Using Zendesk Suite has been proven very useful for tracking customer issues and replying to tickets. It also includes a knowledge base which is useful for training and helping team members learn the work.

Cons

One problem is that tickets are not specifically assigned to a particular person. Anyone can pick one up, put it under their own name and close the issue which is not ideal for organizations that need to monitor the daily activity of employees.

“powerful and feature-packed”

Pros

Zendesk is an incredibly capable platform that can handle just about anything you throw at it including very detailed and complex workflows.

Cons

That said it ended up being a bit too powerful for our smaller team of fewer than 20 full time employees. The software itself is amazing but it just wasn't the right fit for an organization our size.

“cross-channel support that delivers”

Pros

Supporting customers across multiple channels is exactly what our growing business needed and Zendesk Suite handles that very well. The CRM also helps keep our team focused on selling and we have seen a clear, noticeable boost in overall productivity.

Cons

At this point the feature set is so amazing that I really haven't run into any major challenges to point out.

“fast setup and happy customers”

Pros

Zendesk Suite is very easy to use and it comes with the core features we need right away without much setup. Our customers also seem happy with how their requests are managed through the system.

Cons

The per-agent pricing is expensive especially once you need the more advanced features. We really have to think carefully before adding another agent because of the cost and that makes the product harder to recommend.

“excellent multichannel support”

Pros

After years of using different customer service tools, Zendesk is one of the most efficient I have come across. Being able to support customers across multiple channels while keeping each inquiry organized and clearly marked by status in a timely way is really impressive.

Cons

One issue I have noticed is that after resolving a ticket handled through chat, the transcript sometimes updates late and ends up reopening the ticket.

“fast setup and flexible chat”

Pros

Zendesk Chat has been part of our websites since the Zopim days and one reason we've stuck with it is how quickly it can be implemented. I have recommended it to a lot of our own customers because getting it live is very easy. Customization is simple as well as you can adjust the colors, configure how it displays and have everything up and running within minutes.

Cons

Honestly I haven't run into any missing features with this software. I absolutely love it.

“helpful chat tools and support”

Pros

Customer service support features and the live chat tools were incredibly useful. This software made a big difference in bringing back returning customers and recovering abandoned carts especially when shoppers had questions and needed more clarity before buying. The services were also very simple to use.

Cons

Like any product it has a few minor downsides but I really did not run into many issues. A few features could be made a bit more user friendly which would make the overall experience even better.

“faster support, stronger productivity”

Pros

Zendesk Suite has been especially effective for handling customer grievances through its ticketing tool. Since we started using it turnaround time has improved significantly and employee productivity has gone up in a noticeable way as well.

Cons

The ticket assignment system could be made more dynamic.

“helpful analytics and fair pricing”

Pros

The customer interaction analytics have been really valuable. The Zendesk team comes across as professional and usually engages with our visitors within a reasonable timeframe. On top of that the pricing seems fair for the level of service provided.

Cons

One thing we aren't a fan of is the automatic pop-up appearing without the customer doing anything or asking for it. We've also noticed that response times haven't been as strong since COVID-19.

“customer engagement is good”

Pros

Zendesk lets us send email updates to customers and the custom view feature is really useful. It also does a good job of helping us stay engaged with customers.

Cons

The pricing is on the higher side and there isn't any customer support.

“helpful interface and simple workflow”

Pros

It comes with a really nice interface and it isn't complicated to use. Overall it's been a very helpful tool.

Cons

The only issue is the occasional errors that come up while resolving a ticket but that usually happens during system maintenance and doesn't occur often.

“weak tracking”

Pros

Zendesk is very easy to use and creating a ticket is really easy.

Cons

On the other hand, keeping track of that ticket and figuring out whether it has been escalated is quite difficult. The only way to check is by going back into the ticket itself.

“responsive email support”

Pros

The email feature works really well and it helps us stay ready to give customers feedback whenever they need it.

Cons

Since so many people use this tool, it seems like they could use more staff on hand to help reach customers in a more timely way.

“Smooth software integrations”

Pros

Connecting it with other software has been very easy which is a big advantage.

Cons

The interface elements could still be made a bit more visually appealing.

“quick training, rising costs”

Pros

Getting people up to speed on it is pretty easy and overall it's a really great product to work with.

Cons

The pricing ramps up fairly quickly once you need additional features and start bringing more users onboard.

“powerful integrations”

Pros

This platform was up and running pretty easily. It connected with every tool we needed and the integrations really stood out. The feature set is excellent because there are so many options to configure which makes it possible to tailor it very closely to your company's needs. It feels especially well suited for larger businesses that need a lot of flexibility and customization.

Cons

Customer support was a major disappointment. That was surprising given how strong the software itself is. Whenever we needed help with customizations or even basic questions, the assistance was poor. We kept getting bounced around and it honestly felt like our company wasn't large enough for them to give us proper attention.