Zendesk Suite Reviews

“user-friendly setup and quick adoption”

Pros

It is easy to use and you don't need to be an IT specialist to set everything up.

Cons

Over time, the pricing has become quite expensive. We're now using JIRA instead which offers a lot more functionality though it's also harder to configure.

“helpful macros and fast replies”

Pros

After about five years of using Zendesk I can say the interface is user friendly and being able to create macros quickly helps us respond to customer requests much more efficiently.

Cons

The interface takes a little time to get used to but once you adjust everything becomes much easier.

“didactic platform with dynamic support”

Pros

Zendesk is very easy to use and very instructional which makes a real difference in daily customer service. It also lets us create scripts inside the platform so our support becomes more dynamic and we can help more users while improving the flow of service requests. Because the system is so well organized and user friendly, training new employees is much calmer and more efficient. That helps them become productive quickly even during their first interactions with the platform.

Cons

I believe the platform could offer stronger integration with Google's apps since that would make daily support tasks and routine processes even more practical.

“busy interface, slow onboarding”

Pros

Using it is not a hassle and it really helps simplify customer service tasks.

Cons

The platform feels a bit too crowded at times and the team needed longer than expected to get trained.

“reliable live chat with useful features”

Pros

Zendesk is a user friendly platform that comes with a lot of helpful features. There's still some room to improve how support is provided to customers but overall it's a well-established product that has been around for years. When we initially switched to Intercom for live chat, we eventually moved back because this worked better for us. It's simple to set up, runs without issues and I'd definitely recommend it to anyone looking for a live chat solution.

Cons

Getting in touch with customer service isn't always easy and when support is needed, it can be difficult to actually reach them. I'd also really like to see popups supported on mobile phones so chats don't disappear whenever the browser refreshes.

“powerful and user-friendly suite”

Pros

Without any doubt Zendesk is the best option on the market. Our company has relied on it for all customer support operations since day one and we've never had a reason to second-guess that choice. It's impressive how it manages to feel so user friendly while still being incredibly sophisticated. I have been using Zendesk for years and I am still discovering new features and possibilities all the time which honestly makes it fascinating to work with.

Cons

If I had to point out one weaker area, it would be certain parts of the reporting. To someone without much experience, it can come across as a bit complicated at first. At the same time, that's partly because it offers so much depth and so many capabilities. There's a huge amount you can do with it so it's also pretty easy to feel a little lost in that section.

“fast setup and strong integrations”

Pros

Zendesk was up and running without much of an effort and it connected well with our other software.

Cons

The downside is that it felt a little pricey for us.

“web-based ticketing win”

Pros

Being web-based is a big plus and the views are really well done. It was also easy to implement and overall it works really well as a ticketing system.

Cons

At the beginning, the ticketing system was a bit confusing and took some time to understand.

“flexible team setup and customization”

Pros

Setting up teams is easy and the platform can be customized to match the way the organization works.

Cons

At times, we ran into problems connecting it with other services especially where competing tools already had those integrations and made data transfer much simpler.

“scales perfectly with growth”

Pros

It fits really well as my business grows. When I need to expand, I can scale up my Zendesk setup in just a few clicks which is really convenient.

Cons

Some of the features in it are still hard to understand and figuring out how they work takes quite a bit of time.

“reliable uptime and fast workflow”

Pros

Zendesk Suite has been consistently reliable, with excellent uptime and no issues on our end. It's also very quick to use and the platform is user friendly and fast throughout daily work.

Cons

One thing I'd still like to see is more flexibility in the interface especially when it comes to UI customization.

“all-in-one ticket visibility”

Pros

It has been a big upgrade because it brings together so many useful features and keeps them simple to work with. Before I started using more of it in my day to day work, requests were coming at me from managers and teammates through chats and emails and it was honestly overwhelming trying to keep track of who asked for what and whether I had actually finished the task. After switching, I had my team send requests through a support email tied to Zendesk and that made a huge difference. I could clearly claim ownership, track what had been completed and stay on top of everything that needed to be done. It also helped me notice patterns in the kinds of requests coming in which gave me the chance to teach others how to solve some issues themselves and free up more time for bigger projects. My company uses the platform for customer service as well and it's really nice having both IT and customer support working from the same system, with room to expand it to other departments too. Each team can view incoming tickets, check whether they're open, pending or closed and stay aligned. Their support team has also been excellent and the knowledge base is packed with useful guidance and answers when questions come up.

Cons

The only real downside was that it took a little while to figure out where the automation features lived in the admin portal and how to set them up. Once I found the knowledge base though, I was able to get everything running. They've also made software updates and improvements over time in the areas I liked least which has helped.

“fast, clear and comprehensive”

Pros

Everything about Zendesk Suite is good and simple to work with. Also it is user friendly, not complicated and the layout is clear while still offering everything needed in one complete package.

Cons

I honestly haven't run into any issues with it. At this point everything has been working well for me.

“fast setup and efficient onboarding”

Pros

Getting the ticketing system up and running was quick and bringing new agents on board was hassle-free. Before switching to Zendesk, we were handling customer questions straight from a shared email inbox which was really hurting productivity.

Cons

One drawback was the Shopify integration which lacked some key features. For example, it couldn't insert customer-specific dynamic variables from Shopify into response macros. Because of that, agents had to manually copy and paste details like tracking numbers and shipment dates. Other support platforms, like Gorgias, can auto-fill that kind of dynamic data into macros and even send automatic replies.

“excellent platform to use”

Pros

Using Zendesk Suite is not a hassle and it's honestly a remarkable platform. I really wish more people would start using it.

Cons

One thing I'd still love to see is integration with our project tracking system and billing hours.

“Could be better”

Pros

The multi-product setup is interesting and comes with a range of useful features.

Cons

Getting comfortable with it is quite difficult and the pricing is very high. Even worse, the customer support is slow to respond and doesn't seem to know the product very well.

“support headaches and buggy app”

Pros

It gives us a way to both email and call our customers from one place.

Cons

The emails come across looking raw and not very professional. Support and customization are terrible and we end up having to spend hours digging through their help articles. Reporting is not user friendly and the mobile app is so difficult that it feels nearly impossible to use.

“simple setup and clear workflow”

Pros

I find it pretty easy to use and the platform is simple to understand. That clarity is what we've liked most so far.

Cons

At this point there's nothing specific to call out on the downside since we're still in the testing phase.

“flexible support hub”

Pros

Zendesk has been really enjoyable to use for handling our customer support conversations and managing our library of support articles. Also the interface is easy to move through and it offers plenty of useful customization, filtering and reporting options across our support channels.

Cons

It works very well for a company of our size, around 10 to 49 employees but I don't think it would be the best fit for a much larger organization.

“multichannel support done right”

Pros

Handling customer questions from different channels with this has worked really well for us. Getting everything up and running took very little time and the agents were already comfortable using it within about an hour. The admin side is also quite manageable and easy to understand.

Cons

User management could definitely be easier and the analytics package really should be included as part of the bundle. It feels very wrong that analytics is sold separately because without paying for it, you don't get any reports at all. It's hard to imagine using a customer service platform without access to analytics.