Zendesk Suite Reviews

“reliable ticket tracking and history”

Pros

Zendesk Suite has been proven to be a really great way to keep track of incoming customer service emails and calls making sure inquiries don't slip through the cracks and customers actually get a response. It also does a very good job of keeping history and storing past conversations or issues which makes it much easier to go back and review previous discussions when needed.

Cons

A few customers have mentioned that the automated prompt emails they receive when more information is needed can be confusing. The messages ask them to take action but they do not always explain clearly enough what they are supposed to do.

“strong ticketing, buggy reporting”

Pros

It has a very amazing ticket management system and supports omnichannel communication with customers which is a big plus. The knowledge base tools are also very useful and the reporting capabilities are excellent overall.

Cons

At the same time the platform can seem confusing and a bit disconnected. Needing to fully exit and download separate tools for reporting makes the process harder than it should be. Building reports is also challenging even though the interface is fairly user friendly.

“faster support with helpful integrations”

Pros

One of the biggest benefits of it is that our customer service agents can quickly find answers on their own. I manage the articles and the feedback has been very positive because the platform helps the team work faster and more efficiently. They can even search for answers directly in Slack and Zendesk will show relevant article options there. It also connects well with other services especially Slack so the integration has been very useful.

Cons

It has been an excellent product overall. My main wish is for more flexibility when it comes to customizing themes and colors so it could better match our branding. That would make it look more appealing and feel more connected to the systems we already use. I'd also love to see more customizable reporting especially to track which articles are being used most often and to let agents tag issues that need correction instead of having to submit internal tickets.

“clean setup for crm starters”

Pros

Zendesk Suite is simple, modern and very easy to use. Anyone just starting with CRM and service desk tools should definitely consider it. Then as they gain confidence and their needs grow, they can always move on to more advanced CRM and ticketing products.

Cons

It still feels fairly basic when compared with the more advanced version of Salesforce Service Cloud.

“excellent ticket tracking insights”

Pros

It delivers exactly what we were hoping for. We can keep close track of our tickets and get useful metrics around the support desk as well.

Cons

Honestly I don't have any real complaints. Anything negative I could point out would be extremely minor and pretty nitpicky.

“powerful support platform”

Pros

The interface looks modern, it's simple to navigate and it packs a lot of powerful features.

Cons

It's definitely on the expensive side and having to commit to an annual contract can be a downside.

“helpful ticket history and kb”

Pros

Before a support ticket is even submitted, the tool suggests knowledge base articles that might solve the problem right away. This can save time and avoid creating a ticket unnecessarily. Once the ticket is created, it sends an email confirming it was received and continues sending email updates for every support reply. A very useful feature is that you can reply to those emails directly without logging into Zendesk. Every response is automatically added to the same ticket so the full conversation history stays organized and easy to follow.

Cons

Since I was dealing with a large number of tickets, I would have preferred more search options. That said it seemed like this may have been related to how the screen was set up by the administrator so I wouldn't necessarily consider it a problem with the software itself.

“powerful support desk capabilities”

Pros

Zendesk Suite is a highly scalable, feature rich support desk with excellent, market leading capabilities and plenty of integration options.

Cons

Things can get confusing on the platform when team members are handling a large number of tickets at the same time.

“clean interface, simple workflow”

Pros

The platform is very easy to use and the UI keeps things simple and uncluttered.

Cons

From a supervisor or management perspective, it wasn't the best option for monitoring tickets. That said it works exceptionally well for technicians.

“powerful macros and reporting”

Pros

Macros, reporting, mobile features and list views have all been really valuable. The views make it fast to check which tickets are still open and see how each one needs to be handled.

Cons

One thing that could be better is the email threads not showing a link to the ticket number in every message. In Gmail, that means I end up doing quite a bit of searching just to find the ticket number.

“simple support with broad reach”

Pros

This software is very easy to use and it makes connecting with customers quick and simple.

Cons

At times, the mobile chat app marks me as inactive even when I am actively working in it.

“powerful support tools”

Pros

Zendesk Suite gives us an excellent options for customer service including ticket management, live chat and a knowledge base. It also comes with plenty of tools to fine-tune the workflow around just about any SOP you need.

Cons

The pricing is far too high and there are no customizable packages that let you include the features you need while leaving out the ones you don't.

“Fast ticketing and helpful support”

Pros

It gives us very dependable portals for answering tickets quickly and it also makes teamwork much smoother. We can set up ticket numbering, keep everything organized and track conversations without any confusion. One feature I really like is the automated email sending. It helps us stay connected with customers even when we're away and we can jump back in and follow up whenever needed. Also the platform has a clean interface and is easy to navigate. On top of that the pricing plans are fairly affordable, they offer trials and their customer support is excellent which is honestly one of the most important parts of any tool like this.

Cons

The only downside I have noticed is that exporting data can take quite a while to finish especially when I have more than three Chrome tabs open at the same time.

“quick setup and handy templates”

Pros

Zendesk Suite software is easy to use and the native integration with G Suite is a big plus. The free knowledge base templates are also a nice touch and helped a lot during setup.

Cons

One thing it's missing is nested tags or subrules. Freshdesk does offer those features although in my experience it tends to be less stable overall.

“powerful reporting and integrations”

Pros

When it comes to this platform, its reporting features are excellent and we can share regular data with key clients so they can review progress over time. The APIs are also very thorough and make it easy to integrate the platform with other software without many limitations.

Cons

The only downside is that the setup and configuration can feel quite complex at the beginning and getting everything in place takes a fair amount of time and effort even though the end result is absolutely worth it.

“ticketing that keeps work moving”

Pros

One of the biggest challenges after launch is staying on top of support tickets and keeping a clear record of what has already been handled and it does that really well. Also it connects directly with other tools for task management like Jira which makes it much easier to turn support requests into development work. On top of that the mix of fields, labels, custom inputs and structured forms makes creating tickets very easy for end users.

Cons

My biggest complaint with it is how limited the basic plans can feel. You do not get much room for customization and the number of people you can invite to collaborate is also restricted. The rich-text editor can be a bit inconsistent too which gets annoying from time to time.

“responsive support and powerful tracking”

Pros

The thing that really stands out is how responsive and helpful the online customer support team is. Zendesk also integrates with multiple social media platforms which helps businesses stay close to their customers and communicate quickly. The mobile access is another big plus since it works right from the phones we always have with us. Personally I prefer its interaction tracking feature because it is more advanced than what tools like MailChimp offer.

Cons

Having to enter your name and email before you can watch the demo video may put some people off. It also comes at a slightly higher price than some competing options. While it does offer more advanced features than other platforms, if you do not actually need those extras, alternatives like MailChimp, Zoho Desk or Help Scout may end up being more affordable.

“powerful automations and clear ticket view”

Pros

Compared with other customer support platforms I have used, Zendesk has been the best. The frontend is especially easy to use, with a layout that makes it simple to navigate and keep all tickets and responses visible in one place. The backend is also user friendly. To me the standout feature is definitely the automations. There are many automation options available too and they really help reduce pressure on daily work. Using them has helped me keep my ticket volume much more manageable.

Cons

The learning curve can be pretty steep especially when it comes to more advanced features like automations and custom dashboards.

“ticket management that delivers”

Pros

Zendesk Suite is easy to use and it includes all the features I need like prioritizing requests and managing tickets.

Cons

There really are no major issues that stand out though it would be helpful if setting up the email signature were a bit more simple.

“flexible support platform”

Pros

It is pretty easy to use, we can tailor it to fit our business needs and it can be adjusted as our business continues to grow.

Cons

Like any software, it has a few things I don't love but they're minor enough that I can live with them.