Zendesk Suite Reviews

“versatile support for enterprises”

Pros

Zendesk Suite is a very versatile platform and the support backed by Google is top notch. It works especially well for large corporations and bigger companies that need a capable, enterprise-focused tool.

Cons

The biggest downside is the price which is quite high compared with other alternatives available in the market.

“flexible support features”

Pros

One thing that really works well with Zendesk Suite is how flexible it is. There are plenty of options available depending on what your company actually needs and it also includes extra features that can adapt based on the type of support your business provides. That makes it easier for agents or anyone using Zendesk to work efficiently and perform at their best.

Cons

Honestly it's the best system I have worked with up to this point. If I had to change just one thing, it would probably be the design since it feels like it could use a more modern refresh.

“terrible support experience”

Pros

It's fast and efficient and it delivers an excellent experience for the end user.

Cons

Well its customer service could honestly be considered some of the worst in the world.

“ticket tracking that saves time”

Pros

Getting it set up on a website doesn't take much effort and being able to track, share and document the tickets clients send in is a real lifesaver.

Cons

The way it looks can be annoying at times and the UI/UX still needs some improvement.

“handy customer history view”

Pros

Being able to search information quickly in Zendesk is really useful and it also lets you view the same customer's communication across different departments along with the full interaction history. That has been especially handy when I am conducting exit interviews.

Cons

There is definitely a bit of a learning curve at the start if you're not familiar with the software. It took me some time to fully find my way around it.

“fast rollout and strong integrations”

Pros

Zendesk has proven to be very effective for logging, managing and resolving tickets and having CSAT built in is a big plus. Also it integrates well with key systems like Salesforce and JIRA. Deployment was quick, customization was easy and we had it rolled out within just a few months.

Cons

One area that still needs work is how it handles organizations and users. That applies not just to reporting but to the overall administration side as well. In our setup, it creates quite a bit of noise and ends up causing data quality problems.

“clean interface and useful plugins”

Pros

The interface is well designed, user friendly and backed by a strong plugin ecosystem. It has made handling and responding to tickets much faster and much more efficient for our team.

Cons

I'd still like to see support for more languages especially Indian languages, along with a few additional bug fixes.

“buggy and impersonal workflow”

Pros

It works reasonably well for basic, process-driven interactions and for keeping track of conversations between a customer and different parts of an organization.

Cons

Compared with something as simple as email, the interface is confusing and takes too many steps to do basic things like adding people to a conversation or sending a message. It also took months of training before staff felt comfortable and even then, it glitches all the time. On top of that the interactions feel very impersonal which is a big problem in an education setting.

“whatsapp support that delivers”

Pros

Without a doubt the WhatsApp integration helps our customer service team resolve issues much faster than with other software, where the same problems would usually take a lot more time. That's easily my favorite feature.

Cons

Since we're based in Brazil and pay in Reais, the overall cost ends up being higher for us.

“A complete tool”

Pros

The biggest plus for me is how everything is brought together in one place. We rely on it for inbound calls as well as emailing customers, partners and different internal departments so having that all-in-one integration has been really valuable.

Cons

At first the part that confused me most was trying to find a button labeled send new email. Instead it's just a plus sign and the email itself is treated as a ticket which took a little getting used to.

“very frustrating support”

Pros

Well the software is pretty easy to use and it's usually dependable without downtime or outages.

Cons

At the same time the platform seems outdated, there's noticeable lag with social messaging tools and customizing reports is difficult. Rolling out new processes is also hard. The biggest issue by far is their customer support which has been terrible. We requested a major downgrade to our account nearly five months ago and nothing has been resolved. We've already been overbilled for three straight months and at this point it owes us close to $15K while doing nothing to address it.

“helpful unified tracking”

Pros

It replaced several separate systems for us and makes it possible to track conversation history across different channels in one place.

Cons

It can feel slow to work in when a lot of apps and integrations are set up.

“cluttered interface and poor fit”

Pros

They seem to be aiming for simplicity but it doesn't really come together that well. The UI does respond quickly and generally feels fast.

Cons

The interface is far too cluttered. There isn't enough flexibility to customize views and the knowledge base integration is weak. On top of that the way parent and child accounts are displayed is confusing and not user friendly at all.

“excellent team support hub”

Pros

It keeps the whole support team organized in one place so nothing slips through the cracks.

Cons

Getting started can feel pretty complicated at first but it's worth sticking with it.

“very practical knowledge base”

Pros

The tool is very simple to use and manage and it also lets you document known solutions clearly.

Cons

Its weakest point is the customer support.

“clean navigation and modern design”

Pros

Zendesk Suite has a modern interface that is easy to use. The navigation is especially well done, the color choices help highlight what matters without being distracting and the ticket history is one of the most useful parts for keeping track of past interactions.

Cons

Guide includes a lot of strong features but one gap is the inability to display custom fields to end users in a list view so they can search sort and organize their tickets more effectively. That's something we specifically need and because it isn't available, we've had to use third-party tools to present that information in a searchable format.

“centralized support that delivers”

Pros

Across our company Zendesk is used by everyone from IT to Customer Support and having one central hub for ticketing and customer service in different formats has been really valuable. We've used the chat function, the customer care guide and the ticketing system for internal company requests. There are also plenty of other features in it that we haven't fully explored yet. It's user friendly and a very amazing platform to work with overall.

Cons

Once I needed to change some of the more advanced settings, it was surprisingly hard to locate them. That made it feel like not everything is possible even for fairly basic things like changing the language in the chat pop-up or editing the text shown in the chat inbox. It would be much better if there were more flexibility, such as a simple HTML editor so those elements could be customized directly.

“Good ticketing for busy teams”

Pros

Zendesk has been an excellent ticketing system for our needs. With a team of 12, we're able to support more than 600 AEs nationwide while keeping everything organized. It helps us manage workflows efficiently and track conversations clearly which makes the entire support process much more organized.

Cons

One downside is that the platform seems a bit outdated and can be confusing at times. It could really use a refresh, along with more built-in tools and better integrations with platforms like Zoom and Outlook to make the experience feel more organized.

“reliable hub for support”

Pros

Running support for a small team with an app serving more than 2 million monthly active users, Zendesk fit into our workflow really well. It became the central place for IT requests, customer success tasks and complaint handling. Opening a ticket and routing it to the right teammate was also easy which helped us work through hundreds of messages each day without wasting extra time.

Cons

To be honest we didn't run into many problems. On the few occasions something came up, getting help from an account manager was fairly simple and didn't turn into a hassle.

“versatile support channels”

Pros

The platform is simple to use and flexible to customize. It gives agents all the tools they need to handle requests efficiently, while also offering customers multiple ways to find answers on their own or reach out to an agent when needed.

Cons

I honestly don't have any complaints as my experience with it has been very positive.