Zendesk Suite Reviews

“ticket history that really helps”

Pros

One of the biggest benefits is how much it keeps track of for our team and the organization overall from issues and questions to ongoing tasks. Like I mentioned before, when something new comes up, being able to look back at older tickets and search for similar problems is incredibly helpful.

Cons

Honestly it already works really well as it is and not every strong product needs more features added. If anything, the user interface could use a bit of attention.

“quick setup, simple workflow”

Pros

I was able to start using it quickly and the overall experience was amazing. Also it was easy to use.

Cons

A downside is that it still doesn't connect directly with certain apps, including Instagram DM and the App Store.

“colorful and visually appealing”

Pros

The platform is colorful, reliable and visually appealing which gives it a polished look overall.

Cons

At the beginning, it gave the impression that I was going to have to learn a completely new system but in the end it turned out to be basically the same work we already do on other, more affordable platforms, just handled in a more complicated way this time.

“channel separation that keeps tickets organized”

Pros

One thing I really like is how it lets me separate channels and my favorite part is that it pushes all the open tickets to the back so they don't get mixed in with new ones.

Cons

I honestly don't have much to complain about but if I had to mention something, it would be being rated on the spot. I just don't enjoy seeing my bad ratings.

“document storage that delivers”

Pros

It was easy to set up and run and compared with other options, it also lets us store documents which is a big advantage.

Cons

One downside is that the basic plan can sometimes cost a bit more than some competing alternatives.

“reliable customer relationship management”

Pros

Customer relationship management works really well for me when I use this tool.

Cons

It's a bit on the expensive side for startups so teams with limited capital may not be able to take full advantage of what the tool offers.

“powerful ticketing and support hub”

Pros

Zendesk Suite has been especially valuable because it lets us create tickets and provide customer support from different channels across the web which really strengthens a company's support team when it comes to managing its reputation and building customer trust. At the beginning it wasn't very user friendly for me but after a few training sessions it started to make much more sense. It definitely takes some time and patience to fully understand how it works. Integrating it with our existing business setup was also a little challenging at first.

Cons

It covers almost everything you would expect from a modern ticketing platform based on current business needs. But the interface was not very user friendly for us when we first started using it although over time we got comfortable with it and it eventually felt familiar. The integration process with our business was also a bit difficult but with internal training and effort, we managed to make it work successfully.

“versatile help desk favorite”

Pros

Overall it has been an excellent fit for our company for IT help desk ticketing, publishing knowledge base articles and collecting useful data. The system is very easy to work with and it doesn't take much effort to learn. There are plenty of ticket field options you can use to track trends and capture the details that matter. One feature I really appreciate is being able to tell when someone else on the team is already viewing the same ticket. Creating and publishing knowledge base articles is also very simple. It's especially helpful that videos can be embedded into articles and making updates later on is quick whenever information needs to be changed.

Cons

One thing I'd still like to see is more noticeable notifications. Since help desk work is only part of my job, I am not in the system all day. So it would be very useful if it integrated more directly with the computer so new emails or ticket updates could alert you no matter which window you have open.

“versatile ticketing and calling”

Pros

Zendesk has been an amazing app to work with. It's very user friendly across a wide range of tasks especially for issue tracking and keeping records which is what I use it for most along with calling customers. Searching old tickets is also quite easy which saves a lot of time. One feature I especially like is that when I place a call, it automatically creates a ticket and stores the call recording. Making calls through Zendesk is also very simple. I use it all the time when I need to dig into more details about a customer issue I am handling. Being able to tag coworkers in tickets is really helpful too. I also like having the choice between an internal note and a public reply. The public reply option is excellent for emailing customers without using my personal email, while also keeping a visible record for everyone on the team. Overall, it's a fantastic app.

Cons

Honestly I barely have any complaints. The one thing I'd improve is the way tickets are sorted when using the search bar as I cannot really tell what determines the order they show up in and while it's possible to sort by date modified, I'd rather have that applied automatically. I'd also like better access to my older tickets. At the moment, I can only seem to view the ones from the current week but sometimes I need to pull up something from two weeks ago or even earlier. It would also help to see all of the reviews I have received instead of just the ones from that week. Another useful addition would be the ability to search tickets by the colleague who created them.

“fast responses with jira sync”

Pros

Handling and resolving issues is very quick with this platform which really helps us stay on top of requests in a timely way. It also works nicely with our JIRA ticketing system so the integration has been a big plus. Another thing I appreciate is how customizable it is, from statuses and issue types to specific views. You can even set up events based on user actions which adds a lot of flexibility.

Cons

At the beginning, the large number of features felt a bit overwhelming. For someone new to the system, all of the options and functionality can definitely seem intimidating at first.

“reliable and simple support hub”

Pros

Zendesk has been proven to be dependable and it is very easy to use. Also it comes with plenty of integrations which really helps simplify day to day work when your business relies on multiple tools.

Cons

One downside is that the basic plan includes a few limitations which can make it look less competitive than some other options.

“fast live chat support”

Pros

Its live chat is good and really helps speed up customer support. Replies from the Zendesk call center usually come quickly and the platform is very easy to use overall. There's still some room to improve the live chat experience but I would definitely recommend it to anyone looking for a live chat solution.

Cons

It would be helpful to have an option that notifies users when they need customer service assistance because getting support exactly when it's needed can be difficult right now.

“excellent for customer surveys”

Pros

Zendesk Suite has proven to be a really strong product especially when it comes to running evaluation and survey work for customers in the consumer market. The platform is also easy to use and doesn't create complications in day to day use. Since I use it mainly for research and surveys, the onboarding felt dynamic and everything was introduced in a functional, well-organized way without any disruption.

Cons

The only downside comes up when questions or doubts need to be clarified especially regarding program updates or some of its secondary features. The direct or indirect support can be a bit slow, particularly when waiting for automatic responses to more relevant usage questions.

“reliable ticket tracking”

Pros

It has proven to be a very reliable help desk tool. Also it is easy to use and makes it simple to stay on top of tickets and keep everything organized.

Cons

One thing that could be better is ticket grouping since that option isn't available. Also, the auto-refresh feature can be inconsistent at times.

“friendly features and strong value”

Pros

The features feel very user friendly and like with any software, it takes a bit of time to uncover all the benefits it offers.

Cons

The sound you hear when connecting to the chat is awful.

“fast ticket handling and clear visibility”

Pros

Answering tickets is quick and efficient with this tool and it gives a broad view of everything in one place. Having multiple ways to look at the queue makes it much easier to tell which clients need help first and which requests have been sitting on hold for too long.

Cons

One thing I'd still like to see is more response options beyond standard email replies. It would be really helpful to have a more interactive way to engage clients, like surveys or multiple-choice questions that could be sent in a survey-style format.

“versatile for admins and agents”

Pros

It works really well from both sides of the platform, whether you're managing it as an admin or using it day to day as an agent. That versatility is one of the biggest strengths.

Cons

The social media channel integration through the app still needs work especially when it comes to Instagram. That part definitely should be improved.

“report handling is useful”

Pros

Being able to manage reports from different customers in one place is definitely helpful.

Cons

The end-of-month handling of hourly balances is difficult, SLA management feels overly complicated and some of the information is confusing to work with.

“excellent tracking and alerts”

Pros

Keeping track of task progress is really easy and having the full communication history in one place helps a lot. The search filters work extremely well and the notification system does a fantastic job of keeping everything on my radar.

Cons

The only thing I'd want improved is more flexibility when it comes to categorizing tickets.

“simple dashboards and quick setup”

Pros

Zendesk Suite was easy to set up and the agent dashboards seem user friendly right away which makes it stand out compared with other similar tools.

Cons

Their customer support falls short and they really need to improve how quickly they respond to questions and inquiries.