Zendesk Suite Reviews

“helpful views and SLA tracking”

Pros

Creating custom views makes it much easier to stay on top of priorities and SLAs. I also really like being able to see who is viewing my tickets.

Cons

At times, external users seem to get access to our internal comments and I am not sure why that happens.

“well-connected support suite”

Pros

It's a complete suite where all the tools work together and interact well with each other.

Cons

The downside is that it's spread across several different platforms.

“practical and reliable support tool”

Pros

Using it has always great experience. I worked with this tool at a previous company to open support tickets and the whole process was really simple to handle.

Cons

I used the platform for nine months and during that time there was nothing about it that bothered me. It consistently delivered exactly what it promised.

“simple ticketing workflow”

Pros

The interface is simple and user friendly for managing support tickets which makes day to day ticket handling much more convenient.

Cons

Trying to cancel or downgrade is incredibly frustrating. I attempted to use chat to get help canceling our account before renewal but my request was closed without any reply after I explained what I needed. The sales support was terrible. Even adjusting the number of seats requires reaching someone directly and since email support has been shut down, the only options are using the in-app chat or digging through the help center to find another chat link.

“reliable uptime and smart automation”

Pros

The cloud-based setup has been very reliable, with good uptime that keeps our work flowing better especially when we're handling client issues over live chat. The ticket automation is probably the biggest advantage for my team because every time a ticket is created, the customer automatically gets an email and once it's resolved or closed, another message goes out to keep them updated. Another plus is how quickly we can add a new manager or technician into the system without needing to make any major dashboard changes.

Cons

Although the features and automation are valuable, getting comfortable with the system took me hours because the dashboard isn't very user friendly. The pricing also feels too expensive for an early-stage startup especially since smaller teams may end up paying for features they do not really need.

“clear email visibility”

Pros

One thing that really stands out is how transparent email communication is across the company. It makes it much easier to keep track of conversations and stay aligned with everyone involved.

Cons

The SLA feature still needs some improvement and there are quite a few bugs that show up when tickets are being assigned.

“helpful agent monitoring tools”

Pros

I really appreciate the feature set for monitoring agents and verifying customer credibility. The whole platform feels very user friendly, whether you're on the admin side or working as an agent.

Cons

I honestly haven't had any bad experience with the platform so I don't really have anything negative to point out.

“chat support with autotranslate”

Pros

At our call center, Zendesk is a big part of how we handle customer support especially through chat. The autotranslate feature is really useful because it helps us communicate much more easily with international customers.

Cons

The part I am least happy with is the way the notifications work.

“customer support that delivers”

Pros

Customers on our website can reach our Customer Service and Sales teams directly whenever they have product questions or run into purchase-related issues. That makes it much easier for us to handle everything efficiently and effectively, while also keeping a clear paper trail of every interaction.

Cons

Honestly there is not much to complain about with this software. It works extremely well for supporting our customers and is very effortless to use.

“powerful integrations and api”

Pros

One of the biggest advantages of Zendesk is how widely adopted it is which means a lot of third-party services already support integration with it. We make good use of the strong Zendesk API to connect things like external answering services that automatically create tickets and it also works well with our business analytics software.

Cons

There really are no major downsides. The only issue we've run into is that connecting services through the API requires a fairly strong level of technical knowledge. The support team is very willing to help but you'll still need to spend some time reading through knowledge base articles as well.

“simple interface and organization”

Pros

Navigating Zendesk Suite is very user friendly and the overall experience makes it simple to stay organized while using the software.

Cons

I'd still like to see better functionality when it comes to the Slack integration.

“all-in-one support powerhouse”

Pros

Having everything in one place has been a big advantage and the integration with Zendesk CRM makes the platform even more useful. It's a really great system with a lot of functionality so there's quite a bit you can do with it. We also really appreciate Zendesk Explore especially for pulling out large amounts of data and getting the insights we need.

Cons

There honestly isn't much to complain about from my side as a user. I really appreciate the internal notes feature for communicating with teammates and the platform is very user friendly overall. If I had to point out one thing, it would be that the pricing could be a bit lower.

“user-friendly and simple to navigate”

Pros

The platform is very user friendly, with simple access and navigation.

Cons

Once an email has been submitted, there's no option to edit it.

“helpful automations for ticketing”

Pros

One of the best parts of this software is how simple the automations are to set up. On top of that it's user friendly overall for managing tickets and handling responses.

Cons

The biggest downside is that auto-refresh is inconsistent. Some views refresh on their own, while others do not and even when they do, it usually takes longer than expected. The tag and macro systems also seem a bit hard to work with.

“powerful CRM features”

Pros

As part of my client relationship management toolkit, Zendesk Suite gives me plenty of useful features and options that support what I need to get done.

Cons

One downside is the cost since it's not inexpensive and the most valuable features are locked behind the higher-priced plans.

“customer support automation done right”

Pros

Zendesk is excellent for managing customer contact in an accurate and automated way. It offers a wide range of features and the support team is available to help resolve any questions that come up.

Cons

It has a lot of functions and sometimes they are not presented very clearly in the interface so it does not seem very user friendly.

“helpful tags and notes”

Pros

Zendesk Suite is easy to use and the tag tracking plus internal note options are especially useful for staying organized and keeping conversations aligned across the team.

Cons

There have been some problems with tags and folders and we ended up needing a workaround to handle it.

“clean design and solid support”

Pros

One thing I really like about this software is how simple and clean the design is.

Cons

At times, it can take up to three minutes for the information to load.

“faq pages done right”

Pros

I used Zendesk to build help pages and FAQs for one of our company's websites and the experience was very positive. The basic interface is simple and immediately useful so I was able to start working quickly. Since the project needed some visual changes, I edited the CSS theme and that part also felt very easy and user friendly.

Cons

It includes a lot of features I haven't had the chance to test but for what I needed to develop, I didn't come across any issues.

“reliable support hub”

Pros

Zendesk has been one of the most useful tools I use at work. It gives me all the information I need and every part of the platform works the way it should.

Cons

At times, it takes a while to load and the actions made on tickets don't always show up right away.