Zendesk Suite Reviews

“It is very good”

Pros

Zendesk has a user friendly interface that makes replying to emails and handling support tickets very easy. It saves me a lot of time and frees up more hours to focus on other important tasks.

Cons

The pricing has increased a lot in recent years and in a country like Portugal, it's become really expensive to pay this much for the service.

“powerful tools at a good price”

Pros

Managing customer support through this app has been excellent. It lets us set up a lot of different things and customers mostly just need to be patient while everything runs as planned. I can keep control of everything in one place and for the price, it offers really strong value.

Cons

Honestly I cannot point to anything seriously bad about this app. If I had to mention something, it's that setting things up can take a little time but it's actually kind of fun and something pretty much anyone can do. It's one of those tools you really have to try yourself to appreciate everything it offers.

“Simple to navigate”

Pros

Navigating the software is very easy and I have never run into any issues while using Zendesk.

Cons

There's nothing I dislike about this software.

“reliable support and ticketing”

Pros

Our team mainly relies on this for customer support and ticket tracking and it handles those core needs well, including live chat. It also comes with other CRM features that could be helpful but they are not essential for the kind of customer interactions we manage. For campaign-related CRM work like email and SMS, we already use separate tools.

Cons

One downside is that the UX/UI does not feel as polished or attractive as Intercom. From what I have seen, Intercom also feels more advanced when it comes to tracking issues over time and replying to customers in real time.

“all-in-one support powerhouse”

Pros

Zendesk Suite works as a complete customer support hub, covering everything from chats and calls to ticket management and issue resolution. On the user side too, the level of back-end integration it offers is really impressive to see.

Cons

Building dashboards can feel a bit complicated and confusing at times. It may also seem pricey to some users but aside from that, it's a very useful tool overall.

“User-friendly ticketing setup”

Pros

Once the ticketing system is configured, it's easy for both customers and agents to use.

Cons

They keep removing features while the pricing stays the same or sometimes even goes up.

“Quick issue resolution”

Pros

The thing I really enjoy about this software is how simple it is to use. It helps me make sure that whenever a problem comes up, it gets resolved quickly.

Cons

There really aren't any features that I dislike.

“better tracking and useful insights”

Pros

Zendesk has helped me keep much better track of customers and review performance through insights that make it clearer where improvements are needed.

Cons

The part I liked least is that their phone support isn't always reachable. There are also times when it's impossible to request an email code.

“multichannel support that delivers”

Pros

Handling customer support from email and Facebook messages in one place has been really valuable. Plus it seems to connect with our Instagram which makes it even more useful for our team. We also tested the phone and chat options briefly and both worked excellently.

Cons

One downside is that their support cannot help you fix problems if you used their API to set up your system. That makes sense since they cannot control how you use the API. But they do offer paid consulting to help with those issues. However their customer service process is still slow and frustrating.

“Keep teams aligned”

Pros

Across both our Services and Client Success teams, Zendesk works really well even though each group uses it a bit differently. The Services team relies on it to share status updates with clients on work in progress, while also documenting quotes and approvals. On the Client Success side, it's been very effective for tracking issues, logging bugs and sending release updates. The customized SLAs for reply times are a big plus and the ability to use tailored signatures helps with sharing the right information consistently. Automatic replies and the different ticket status options also make it much easier for everyone to stay aligned on where each ticket stands.

Cons

Setting up different filters and views isn't the most user friendly part. Once everything is configured, it's fairly manageable day to day but making updates to those setups still isn't especially simple.

“Good fit for our support team”

Pros

Zendesk is very easy to work with. It handles everything we need for a small to mid-sized company especially with a team of 2 support agents managing around 15 tickets a day.

Cons

There really aren't many downsides, just a few minor annoyances, like not being able to view all contacts within a thread.

“excellent team communication hub”

Pros

It's been a really effective way to keep communication organized when you're working with a large number of employees.

Cons

Honestly there's not much to complain about because the system works extremely well. If I had to point out one thing, sharing tickets can sometimes feel a little confusing.

“startup-friendly with great apps”

Pros

A really good fit for a startup, with an overall enjoyable experience and a set of applications that work very well together.

Cons

One frustrating limitation is not being able to remove a comment once it has already been added.

“fast chat and reliable support”

Pros

Zendesk lets you chat with customers in real time which makes it much easier to deliver a high quality support experience. Both the chat and ticketing tools work really well and they're consistently quick and easy to use. It also creates a very pleasant experience for end users especially when they start a conversation through the chat widget on the company's website.

Cons

I wasn't the person handling the initial setup but from what I could tell, there are a few parts of the configuration process that aren't very easy during that stage.

“Decent cross-platform ticket tracking”

Pros

Ticket and chat tracking is very reliable and it gives good visibility across multiple platforms.

Cons

One downside is that tickets cannot be merged automatically so we had to rely on third-party apps to handle that.

“flexible CRM and ticket handling”

Pros

Zendesk has brought a lot of value to the way we use our CRM and manage customer requests. Overall it's been an amazing tool for us because it gives us plenty of customization options and helps make sure nothing gets overlooked in the process.

Cons

One thing that would make it even better is having the ability to create our own ticket statuses and follow-up rules. At times, when CSRs place tickets in an On-hold status, they don't get reminded later to check back on them so it would be helpful if the system could automatically change the status after a set period of time.

“helpful support workflow”

Pros

It helps me understand an applicant's issue better and support them in getting work.

Cons

At times it fails to resolve a ticket and after merging it into another one, a try again message appears.

“excellent support management”

Pros

When the goal is delivering outstanding service to users without making things harder to manage on the backend, Zendesk is the tool I'd recommend. It helps provide impeccable customer support while still keeping everything simple to handle on your side.

Cons

I honestly haven't come across any real downsides in the software. It has been perfect for what I need.

“better call control”

Pros

One thing I like most about this software is that we only need to accept the incoming request call before speaking with the customer. Compared with other tools that automatically route calls through right away, this gives us more control.

Cons

The part I like least is the option where you cannot add color to it.

“packed with standout features”

Pros

There are lots of features here, I mean literally hundreds and I end up using most of them. Compared with other tools in this category, this one is easily among the best.

Cons

There's not much to complain about honestly. The only downsides are the price and that development isn't as easy as it could be.