Zendesk Suite Reviews

“customer support done right”

Pros

Zendesk Suite turned out to be a really valuable addition to our company. We relied on it to keep track of customer issues and it helped us stay on top of customer satisfaction as well.

Cons

Aside from a few occasional bugs here and there, it has been a really strong customer service tool.

“worth every seat cost”

Pros

The software has proven to be a very efficient tool for keeping communication with clients organized and healthy. Plus it helped us solve many issues on our end and even ended up saving us some money.

Cons

There's a per-user price attached to it and the monthly total isn't exactly small but it still feels worth the cost. Other than that, I really don't have anything to complain about.

“helpful and impactful daily tool”

Pros

I find it very easy to use and it has made a real difference in daily work. Overall it is helpful in many ways and I really love using this software.

Cons

Honestly I don't have anything negative to say about this software.

“Great IT email and ticketing”

Pros

It's a really impressive platform for managing IT emails and handling tickets within the IT department.

Cons

I cannot point to much on the downside, aside from it being a bit more involved because of how much it covers.

“reliable ticket tracking and alerts”

Pros

Using Zendesk regularly for internal user support has been a positive experience overall. Plus it makes daily tasks easy to complete, attaching files is simple and it does a good job of keeping a clear record of users and tickets. I also like the notifications it sends and how well the platform stays organized around the tickets.

Cons

One limitation is that it only allows around three to five agents to be added to a team under a single license even though there really should be an option to include a team within that same license.

“excellent for customer service”

Pros

This software has been really helpful for improving customer service and it also supports business solutions and project-related work very well.

Cons

Getting around the platform was a bit confusing in the beginning but it became much more natural with regular use.

“handy team support features”

Pros

Zendesk is part of our technical support work every day and the brand options are really useful. Splitting agents into groups, adding internal notes and linking other agents with each other all help the team work better.

Cons

Nothing major comes to mind as a real downside. The only thing worth noting is that the cost can go up depending on how many agents you have.

“fast ticket handling”

Pros

We mainly relied on this as our IT ticketing system and it worked really well for sending issues straight to the consultant even though they worked all kinds of different hours. It helped get tickets in front of them as quickly as possible and they would usually take care of everything overnight or over the weekend so we rarely lost much time.

Cons

It didn't happen all the time but some users would get confused and completely miss updates or follow-up questions coming back from the IT team which ended up costing us time. I do think it needs clearer notification options and better alerts so tickets don't get overlooked within the business.

“reliable support that delivers”

Pros

There's a real sense of reassurance that comes with using it. Having that safety net and a large knowledge base to rely on whether during a major urgent issue or even a small mistake genuinely helps you rest a little easier. On top of that the response is fast, the quality is high and the reliability stays consistently strong.

Cons

To me, there are a few areas that don't necessarily feel broken or in need of fixing but they could definitely be expanded or reworked to offer more depth and detail.

“excellent communication and history”

Pros

The platform stands out for its usability, along with the communication features and the way it keeps a clear history with users.

Cons

File sharing with users still has a few limitations especially when it comes to supported file extensions.

“all-in-one support that works”

Pros

Using Zendesk Suite is really hassle free which is the part I like most. On top of that it brings every customer support channel together in one place, including live chat, email and phone.

Cons

I am completely satisfied with this software.

“simple navigation and efficiency”

Pros

The layout is simple to move through which makes daily tasks quicker and helps the whole workflow seem more efficient.

Cons

Trying to locate older conversations or message threads with the search toggle can be frustrating because they're not always easy to find.

“reliable support tracking”

Pros

Zendesk helps make sure every question gets answered and every issue gets resolved.

Cons

It made everything very simple to track and I really have no complaints.

“decent for non-it support”

Pros

Well it has been an okay fit for handling our non IT support help desk needs and works reasonably well for that type of function.

Cons

When it came to running an IT support help desk, it did not meet our needs so we had to move to a different platform for IT.

“solid build and useful features”

Pros

Everything felt stable and well put together and any bugs or issues that came up were being addressed. It also has really useful features like sending mass emails with templates and managing email contact lists.

Cons

It is definitely one of the more popular help desk platforms but I still think some other options do the job better.

“too basic for the price”

Pros

It's quite a user friendly platform and because it's so basic there is not much that can go wrong when using it.

Cons

That same simplicity is also the downside especially when you consider how expensive the software is for what it offers.

“helpful macros and alerts”

Pros

Macros are very useful and assigning tickets to specific users helps keep everything organized. The email notifications are also a big plus because they make it easier to stay on top of updates.

Cons

At times, external users get confused by the way the ticket appears when it comes through as an email.

“powerful customer success suite”

Pros

Zendesk really offers one of the strongest all around customer service toolsets for helping a business empower its customer success team. On top of that it's simple to manage and administer.

Cons

It would be even better with stronger integrations for third-party software.

“Amazing automation and integrations”

Pros

One thing that really helps is the automatic alerts whenever something hasn't been resolved after a set number of days. The integrations are also excellent and it works really well with other tools and add-ons.

Cons

There isn't really anything I dislike about the software although the pricing can become expensive if you need to have multiple admins.

“reliable customer issue tracking”

Pros

Zendesk comes with great features for handling customer issues and resolving them directly within the system which makes support management much more organized.

Cons

The reporting side of it is a bit expensive and a lower cost for that part would make it much more helpful for us.