Zendesk Suite Reviews

“powerful app integrations”

Pros

The software works really well for us because we've connected it with many of our other applications.

Cons

It does take quite a bit of customization to make it fit properly with the rest of our processes.

“handy support features”

Pros

It's been a really convenient platform for our Support team especially since it includes all the features we need to handle escalations properly.

Cons

A few people on the support team did have some difficulty figuring out how to search for tickets.

“simple setup and usability”

Pros

Zendesk software is very easy to use and configuring it is just as simple. The platform is extremely user friendly which makes daily use and setup much more convenient.

Cons

The pricing is on the expensive side especially when you have a larger number of operators on the team.

“quick ticket handling”

Pros

It works well for IT related questions through Zendesk and tickets can be submitted without much effort with a defined turnaround time.

Cons

It would be better if it supported multiple cases and had stronger boost or comment section options.

“powerful customer workflow hub”

Pros

Zendesk has made it really simple to manage every stage of a customer workflow while also keeping our internal CRM organized and up to date.

Cons

Its metrics still seem like they could use a bit more improvement.

“helpful ticket tracking and email replies”

Pros

Overall it is easy to use. Replies are sent directly to my email which makes it easy to stay updated and being able to track the status of a ticket from start to finish is very useful.

Cons

One thing that can be frustrating is getting connected to several different customer service representatives for the same issue. That may come down more to how a company has its account set up rather than the platform itself but I still prefer working with the same representative from start to finish.

“centralized tools that help teams”

Pros

Zendesk gave my team one shared place to work, with access to the tools and resources we needed all in one platform.

Cons

It was a bit challenging for people who weren't very comfortable with technology.

“Pleasant to use”

Pros

The software is user friendly and pleasant to work with which makes using it a positive experience overall.

Cons

The pricing seems a little too high to me although overall it's still fine.

“versatile ticketing and detailed setup”

Pros

Zendesk lets us build out our companys structure in a very detailed way and the ticket management system is adaptable organized and well structured.

Cons

I'd be much more likely to use it across more projects if it also offered an easier way to create user dashboards and gave more flexibility and customization in the interface including the ticket view itself.

“reliable with strong integrations”

Pros

It is a dependable tool and the integration options with other tools are a big plus.

Cons

The mobile app interface could use some work and ticket management there feels less polished compared with the desktop version.

“powerful integrations and chat”

Pros

One of the biggest strengths is how well it connects with most popular third-party apps and services. Zendesk Chat formerly Zopim has especially been a reliable companion for our support team for the past five years.

Cons

The downside is the pricing especially once you start needing more advanced features or your number of support users grows.

“Pretty user-friendly platform”

Pros

Zendesk comes with plenty of customization and personalization options which makes it flexible for different needs. The platform is also easy to navigate and simple to follow. But I feel like it would be even better with more efficient workflows for automatic customer account updates but overall it still performs much better than other CRM systems I have used.

Cons

One area that could be improved is giving a more complete view of customer details especially when it comes to correctly recognizing phone number formats based on the information entered.

“reliable alerts and ticket tracking”

Pros

Using Zendesk every day has been a positive experience especially as a support platform for our internal users. And I have really liked how it handles alerts and the ticketing system does a good job of helping us complete tasks, attach relevant information and keep a clear log of users and tickets.

Cons

One thing that could be improved is the licensing model. As for now it requires a separate license for every new agent, whereas it would be much more practical to have an option to add a team under a single license even if it were limited to around 3 to 5 agents per team.

“flexible support setup”

Pros

It lets me tailor the layout and workflow of my support environment to fit the way I work.

Cons

The platform can be overly complicated for non-experts since it keeps redirecting users to different portals and pages.

“clean interface and powerful tools”

Pros

Adding new functionality to our desk is very easy as it is mostly drag and drop, a few clicks and it's ready to use. Also the interface is clean, fast and powerful and Articles works as an excellent knowledge base tool.

Cons

API integration can be complicated if you don't have web development skills.

“helpful live support for learning”

Pros

It's really easy to use for live support in a virtual learning environment and that makes day to day communication much more manageable.

Cons

One thing I don't like is that it doesn't show notifications for resolved chats. The notification system could definitely use some improvement.

“customizable and feature-packed”

Pros

The personal customization options really stood out and the overall functionality was excellent from macros to the knowledge base.

Cons

There were occasional delays in hearing back from the customer support but nothing too serious.

“reliable CRM that delivers”

Pros

It is very user friendly. Overall it is one of the best CRM platforms I have worked with and I already thought that before joining this company.

Cons

I really don't have any complaints at this point. I have been using it for quite a while and honestly feel very confident with it now, almost like a pro.

“ticket prioritization that delivers”

Pros

The way tickets can be organized around the company's needs is very useful because it helps set the right priorities. I also think the built-in shortcuts are a big plus since they make daily work much faster and more efficient.

Cons

Whenever there's an issue, the customer support isn't the best.

“Good but needs improvement”

Pros

Ticketing works well, issue prioritization is helpful and it's a strong tool for managing CRM tasks.

Cons

The dashboard could be improved and it would be better with more features added.