Zendesk Suite Reviews

“Helpful remote support tools”

Pros

Its service software is easy to use and the browser-based calling feature has made things much better for our remote team.

Cons

The pricing is high, it can be a little slow at times and there's no real way to track follow-ups with potential customers. They also keep changing things which gets annoying because you have to keep relearning parts of it.

“clean interface that customers love”

Pros

From the customer side, everything works really well and the interface looks clean and pleasant to use.

Cons

Setting up the workflows was challenging and after the initial installation we still haven't been able to get much deeper into the platform.

“Quick ticketing with fast responses”

Pros

Submitting support tickets to the IT team is fast and easy which makes getting help really convenient.

Cons

I don't have any complaints or suggestions for this software.

“almost no training needed”

Pros

It works really well as a ticketing platform and the live chat is great too. It's especially useful for creating a knowledge base that is user friendly for users and doesn't take much effort to get up and running. It also scales nicely so it fits both smaller teams and larger organizations.

Cons

One downside is that it isn't the most flexible platform when it comes to customization.

“Allows fast ticket handling”

Pros

Zendesk Suite has been proven to be a great tool for managing customer questions and complaints. My team can respond to support tickets quickly, add helpful tags like bug, complaint or praise and keep everything organized by updating ticket statuses and assigning them to the right person. The interface is clean, simple and very user friendly so it's easy to navigate without getting buried in unnecessary details.

Cons

The thing that still causes issues is the spell check which can lag at times. When replies are being sent quickly, that delay makes it a little too possible to send a response with a typo or mistake. It's also fairly vulnerable to spam inquiries. My team regularly receives around 10 to 20 spam messages a day, often written in Chinese. The company knows about these problems but unfortunately there still hasn't been a fix after quite a while.

“Clean ticketing with clear tracking”

Pros

The interface is clean and simple which makes the whole experience pleasant to use. I can CC myself on tickets created in Zendesk, keep track of updates, add comments to tickets and review the related data without any hassle.

Cons

I feel like the reporting side still has room for improvement and although the UI is clear, I'd prefer a more modern and sleeker look.

“Good tool”

Pros

Being able to chat with prospects quickly has been a big plus especially when they have questions that need immediate answers. The CRM integration is also really useful because it lets me keep track of every interaction and pull up existing details about the prospect and their company all in one place.

Cons

There are still some limitations when it comes to automating those first interactions and using AI-driven conversation features. I have also run into occasional delays with notifications and that has affected response times at times.

“Decent fit for our team”

Pros

It's highly customizable which lets us tailor workflows, ticket forms and even the user interface to match our needs.

Cons

Even though the interface is user friendly some advanced features take quite a while to fully learn and master. A lot of time, honestly.

“Tool that delivers”

Pros

The software is really useful for creating help articles and FAQ pages so customers can solve problems on their own without having to contact support every time.

Cons

Some changes still require technical skills or the use of third party extensions.

“Clear data with useful integrations”

Pros

I like that the information is presented clearly and it connects well with other tools in our tech stack like JIRA and Custify.

Cons

There are a few parts where we would like to customize wording and statuses but doing that is either hard or not possible which affects how we use it. Reporting also is pretty inconsistent and hit or miss.

“customer communication works really well”

Pros

It helps us stay in touch with customers without much hassle.

Cons

The version we are using only seems to let one person log in at a time which may be because we're still on the free trial.

“complete support ecosystem”

Pros

Zendesk Suite packs in everything I value for handling customer service and technical support. It feels like a very complete platform, with a full ecosystem of features that covers the needs of support teams really well.

Cons

One downside was the chat service for customer support since we ended up needing to use a separate CRM to handle that part.

“centralized ticketing that delivers”

Pros

Having everything in one centralized ticketing system makes handling customer requests much more manageable and organized.

Cons

Cost climbs along with the more advanced tiers and it can end up feeling pretty expensive.

“Overpriced with too few features”

Pros

The interface is clear and clean and the support team is always available when needed.

Cons

To me the price is way too high for what the platform actually offers especially considering how limited the features are.

“helpful team chat history”

Pros

Being able to chat with coworkers and go back through previous conversations was really useful.

Cons

At times the chat rotation moved too quickly so responding fast enough was difficult without losing the conversation. I also wasn't able to upload images.

“clean ticketing and navigation”

Pros

The layout is simple to move around and the ticketing system works really well.

Cons

I'd like to have more customization options available when creating articles.

“User friendly and efficient”

Pros

The way this tool is built makes it very user friendly and it has noticeably improved how efficiently I get my work done.

Cons

As for the tool itself I personally haven't run into any problems while using it.

“premium price, poor support”

Pros

A few features do work and technically it gets the job done if you're willing to pay a premium for not much in return.

Cons

Customer support is awful. They seem completely uninterested in fixing bugs and if you're planning to use it as an advanced user for things like building integrations, it really falls apart.

“user friendly but slowed by lag”

Pros

Getting around the platform was easy and the interface felt user friendly and simple to navigate.

Cons

At times, it would lag which ended up making tasks take longer than they really should have.

“top-notch support platform”

Pros

This is the best all-in-one customer service platform I have worked with. Their own support team is especially strong and it's mostly based in the USA and Canada.

Cons

For the price they charge I wish the customer chat features were more advanced, more along the lines of Bird. I'd also like templates to be much simpler to customize without needing a developer to make changes.