Zendesk Suite Reviews

“well known and budget friendly”

Pros

One thing that stands out is how well known and established it is and it is also fairly affordable.

Cons

I was hoping to speak with real people directly but that wasn't how it worked out.

“no more hold time”

Pros

The biggest benefit is not having to wait on hold during phone calls.

Cons

N/A does not apply.

“reliable and user friendly platform”

Pros

Working with this system is fun and dependable. Also it is user friendly, trustworthy and simple to navigate without much effort.

Cons

The integration process went smoothly and at this point I haven't come across anything that seems to need improvement.

“help widget connects customers well”

Pros

Setting up a widget on my website is really easy and it gives me a direct line to customers.

Cons

One thing I don't like is that the help widget doesn't let me send outbound messages through it.

“friendly live support experience”

Pros

Handling customer interactions is really easy and just about anyone can manage it and offer live support from a very user friendly and comfortable environment.

Cons

Nothing specific to complain about as everything has been working perfectly fine.

“clean service and polished delivery”

Pros

Everything the platform offers is amazing and well made. And the service runs well without any problems.

Cons

That said no matter how good the delivery is, the final output still feels quite bulky in terms of size and that really should be reduced.

“clean workflow and ticket routing”

Pros

The interface is clean and well laid out and the ticket routing and workflow stay organized which makes managing support much more efficient.

Cons

It took our team a bit of time to work out which roles made the most sense for each user.

“glitchy software, useless support”

Pros

It only makes sense as a budget alternative if something like Gladly is out of reach and this is basically the only other option. Beyond that customer support is practically nonexistent and the platform is constantly glitching and failing to work properly.

Cons

The worst part is the customer support team. On the rare occasion they do respond, they come across as condescending and drag things out for weeks, only to end up blaming you for problems caused by their own software, all while never offering any real fix.

“very helpful support platform”

Pros

Everything about Zendesk has been really helpful and I have had a very positive experience using it overall.

Cons

Honestly I don't have anything to complain about.

“excellent live chat integration”

Pros

Adding live chat to a website with this product works very well and both setup and daily use are very easy.

Cons

One thing missing from the standard license is video chat.

“powerful support integration”

Pros

Zendesk Suite has been a very comprehensive tool for our customer support work. Plus it integrates with almost every CMS and those integrations perform really well for our needs.

Cons

One downside is that the ticketing system in it can get complicated to manage.

“fast live chat support”

Pros

Handling customer questions is very easy now and the live chat works quickly without any hassle.

Cons

The only downside is having to pay additional fees to use automated feedback.

“powerful ticketing for support teams”

Pros

Running our support department with this software has been excellent. Overall it is the best tool we've used for tracking tickets and the features help us respond to customer issues quickly, send escalations to the right departments and solve problems efficiently without extra hassle.

Cons

One area that could be better is the user interface. It would improve a lot with more attention to the visuals and with better placement of fields across the different screens.

“trusted support tools”

Pros

Zendesk Suite is a reliable all in one platform with simple features and a solution focused approach. Plus it handles eTicketing well, offers great customer support through live chat and call center features and also includes self-service options. The multichannel support capabilities are another strong plus.

Cons

The only downside I have noticed is that the data transfer channels seem less secure than I'd expect.

“powerful reporting and integrations”

Pros

Everything is integrated into one platform and the reporting tools are very powerful.

Cons

Call quality drops at certain times.

“reliable team ticketing hub”

Pros

Zendesk was an essential part of our support workflow and played a big role in helping the team handle tickets together in an effective and efficient way.

Cons

There really wasn't much to complain about but the part I liked the least was not being able to customize the interface much.

“fantastic backend and Shopify fit”

Pros

From the back end experience to the way it integrates with Shopify, it has been excellent across the board. The interface on the admin side is one of the best I have worked with and capturing knowledge is also easy. We've relied on Zendesk Support for years and even though I am sure we're only using a fraction of what it can do, it's already more than enough for a small business like ours.

Cons

One thing I'd still like to see is faster rollout of new feature requests. It would also be helpful if it handled all new implementation requests as well.

“reliable uptime and helpful automation”

Pros

Running customer support through this cloud based platform has been very reliable thanks to the strong uptime. It really helps simplify our work during live chats when we're trying to solve a specific customer issue. For both my team and me, the automated ticketing workflow is exactly what we needed. As soon as a ticket is opened, the client automatically gets an email and once the issue is resolved or the ticket is closed, another notification is sent out to the customer.

Cons

Although I liked the features and the automation it offers, I ended up spending quite a bit of time learning my way around the dashboard. The pricing also feels too high for an early-stage company especially because it includes capabilities they may not even need.

“powerful triggers and integrations”

Pros

Zendesk won me over with its feature set and detailed reporting. That said it's harder to use than I expected and building reports feels much more complicated than it does in other CRMs and helpdesk tools. Its social analytics are also fairly limited compared with other helpdesks. Even so, the Suite's triggers are one of my favorite parts and the huge range of plugins and integrations is a major advantage for our team.

Cons

Putting dashboards together is frustrating because it takes a lot of time and effort. On top of that the dashboard can feel confusing now and then especially when some of the data appears to be out of sync.

“strong support and multichannel tools”

Pros

The tool is pretty easy to use and the onboarding process made it simple to bring the team up to speed. Their customer support has also been very reliable. On top of that it includes a wide range of features that help customer service agents work more efficiently day to day.

Cons

We're genuinely satisfied with it overall and the current version feels very complete especially with the multichannel support it offers.