Zendesk Suite Reviews

“instant customer details access”

Pros

Having my customers contact details available right away is really helpful.

Cons

No complaints here as we just use it with my team to respond to customer concerns right away.

“User-friendly design”

Pros

Everything about it is good and user friendly plus the operators are really thoughtful in how they help.

Cons

There really wasn't anything negative to mention about using it.

“powerful support features”

Pros

Between the saved replies, in-chat language translation, IP blocking for spam visitors and access to visitor history and paths, Zendesk Suite covers just about everything I need. It really is like the best option overall.

Cons

The user experience could still be improved a bit since it may feel difficult to navigate at first for new users.

“feature-packed and flexible”

Pros

Zendesk Suite comes with a huge range of features and you can decide how deeply you want to use them based on your needs. The mobile dashboard for agents is also a big plus and gives a lot of flexibility.

Cons

The pricing can be a little high for small companies although there is a free lifetime trial available, with the limitation of only 1 agent.

“helpful customer tracking and replies”

Pros

It is really easy to use. Plus it lets us keep track of customers, send messages easily and customize canned responses so replying quickly is much more convenient.

Cons

One issue comes up when adding the code directly to a website or through Google Tag Manager because it can slow down page speed. The code really needs better optimization.

“helpful for office planning”

Pros

Overall it's been really helpful for handling office assistant tasks and staying on top of planning.

Cons

It seems to fit office assistant roles much better and it's not as useful for the average everyday user.

“Budget friendly tool”

Pros

The setup process is quite simple, the pricing is really reasonable and there's even a free version available. It's also very user friendly overall.

Cons

Honestly I don't have any complaints. The integration and functionality with my ecommerce shop worked really well and was very simple to use.

“quick and easy setup”

Pros

This tool was up and running easily and it's simple to use. Training new users doesn't take much effort either which makes onboarding a lot easier.

Cons

One thing I don't enjoy is that the administration tab sends you to entirely different sites. That makes certain features harder to locate and update than they should be.

“reliable tools and secure support”

Pros

Zendesk comes with dependable resources and a full set of features that help our agents deliver quality support to customers. Nearly everything needed to assist clients through public reply tickets is available and works in an efficient way. On top of that communication within the app's interface and through its APIs is encrypted which gives clients strong confidence when sharing their information.

Cons

Because so much data is encrypted, we often run into latency and the system can take a while to load. That delay ends up being time-consuming especially with our workload and KPI targets that include service level and handle time.

“flexible and reliable support hub”

Pros

It just works. There are lots of customization options so you can really tailor it to do exactly what you need.

Cons

One downside is that ticket routing can become overly complex. If you're taking over someone else's setup, it can be pretty challenging to figure out.

“ticketing that just works”

Pros

One thing I really like is that it lets us create tickets without any hassle.

Cons

Honestly there is nothing I dislike about it.

“Quick onboarding”

Pros

Adding Zendesk Suite to an existing software setup and workflow is very easy and training new people to use it does not take much time either.

Cons

The pricing can feel fairly high for what you actually get especially depending on the service tier you choose. It may not always seem fully worth the cost but the usability and how well it integrates still make it a better option than many other services.

“customer support that delivers”

Pros

When customers need a reliable way to reach your team for help, this really does the job.

Cons

I honestly don't have any complaints. There's a small learning curve at first but it's still excellent overall.

“all-in-one support powerhouse”

Pros

Having calls, tickets, chats and internal resources all in one place makes daily support work much more efficient. Each department can have its own queue which keeps responsibilities clear and reassigning a ticket is quick when something needs to be escalated. Macros and canned responses are very useful especially since they can be limited to certain teams while still being available in both tickets and chats. The phone and chat plugins are easy to access and it's helpful that those features can be turned off for users who don't need them. Notifications for chats and calls are loud and reliable so agents are very unlikely to miss a customer request unless there's a connection issue. It's also nice that chat capacity and post-call wrap-up time can be set differently for each agent. Another big plus is that tickets are created automatically after a phone call or chat starts which makes follow-up with customers much easier after a live conversation. Beyond support it can also work as a help center for FAQs and even an onboarding site. It works well for posting jobs or gigs, outlining requirements and handling applications too.

Cons

One thing that really bothers me is the lack of a built-in dark mode. At this point most platforms include that as part of their interface but with this one, dark mode is only available through third-party developers. On top of that some of those providers charge very high per-account fees which seems unreasonable for such a basic feature.

“fast onboarding and flexible ticketing”

Pros

Zendesk Suite is very easy to use. New team members usually pick up the features quickly and become comfortable using it in no time. We also manage multiple brands and have several teams working in it and it makes it simple to transfer tickets, escalate issues, update statuses, add internal notes and apply macros.

Cons

One small frustration is that customizing triggers can be tricky at times. For instance, setting up ticket assignments from specific locations to the right team has been a bit difficult for us. It's still a minor inconvenience overall but it does take some extra effort.

“helpful ticket tracking”

Pros

Ticket organization has been really useful. It lets us prioritize emails in a very practical and efficient way. The ticket status feature has also played an important role in helping us improve our KPI results.

Cons

Customer support can take a while to respond.

“centralized support with strong reporting”

Pros

Having everything in one place for support, revenue related questions and common customer issues makes daily work much easier. We can set up rules that automatically file requests and emails into the right organizations or departments based on different conditions which saves a lot of manual work. Building a branded knowledge base for employees, clients and customers is another big plus. It also connects with many apps like MailChimp, Trustpilot, Shopify, WooCommerce, Xero and others. The reporting is powerful too, the customer satisfaction surveys are useful and it really reduces the need to handle everything through email while making items much easier to filter.

Cons

Getting the most out of it does take time and in many cases you'll need proper training or a coaching course if the budget allows for it. The technical setup can also be a bit involved although there are specialists available to help with that. It can become quite expensive as well if you want access to all of its features.

“top-tier support communications”

Pros

Compared with other tools in this space, this one really stands above the competition. Also it is highly effective, efficient and genuinely useful for handling customer communication and support.

Cons

There are occasional kinks here and there although that often seems tied to network conditions. Once it's fully integrated into your business infrastructure, it can become one of the most valuable tools in your support organization.

“reliable support with minimal downtime”

Pros

Using it has not been a problem and from the customer experience side there's hardly any downtime which makes it a much more appealing option than a lot of competing tools.

Cons

The on-hold ticket workflow can be confusing and tickets sometimes get misplaced because of it.

“fast replies and handy file sharing”

Pros

It helps us respond quickly and handle several issues at the same time. It supports our queries well and is useful for resolving different kinds of problems in one place. We can also send multiple files of different types at once and that unique feature really impressed me.

Cons

At times, the replies are a bit slow and sometimes the answers we receive do not fully match what we actually asked.