Zendesk Suite Reviews

“powerful global support hub”

Pros

Zendesk has made a big difference in how we support millions of users across different regions, languages and time zones. It's been incredibly helpful for organizing our customer satisfaction team and keeping track of performance more effectively. The chat tools and help center have also cut down the amount of time our staff need to spend assisting customers.

Cons

SEO management on these pages is still a challenge. There's not much flexibility when it comes to optimization and it feels like the only choice is to either noindex all pages or leave all of them indexed.

“secure docs with smart access”

Pros

Being able to manage who sees each piece of documentation is a huge plus. I can safely share client-facing docs without worrying about the wrong people getting access, while also keeping internal documentation private and unavailable to clients.

Cons

The biggest frustration has been with images in the documentation. They'll appear correctly for a while, then suddenly disappear and we end up having to upload or insert them again.

“user friendly hub for support”

Pros

Zendesk Suite is very user friendly, simple to set up and connects well with email addresses and social media channels. It works really well as a central hub for gathering all incoming communication in one place.

Cons

One downside is that the package only supports a limited number of users. Compared with Gorgias which doesn't have that restriction, that limitation ended up being the reason we chose Gorgias instead.

“helpful ticket automation”

Pros

Organizing tickets by type is very easy and the automation for sending updates out to customers has been really useful.

Cons

One limitation is that I cannot add multiple email addresses within a ticket and reporting on ticket types could be tracked much better.

“Quite a tricky setup”

Pros

The visual layout is top notch and the overall flow for managing tickets works pretty well.

Cons

Setting it up and handling ongoing administration can get confusing at times. There are a lot of features and many of them take a while to configure properly. It would probably make more sense to have an integrator handle the initial setup.

“live chat favorite”

Pros

After trying other live chat tools, we ended up coming back to Zendesk Live Chat and have stuck with it for years. We briefly switched to Intercom but Zendesk worked better for us overall. It's simple to set up, dependable and does exactly what we need it to do. If you need a live chat solution, I'd definitely recommend it. We've also used their help desk ticketing system and that has been excellent as well.

Cons

Adding new users could be a bit more easy although their customer support team has always been responsive and very helpful whenever we've needed assistance.

“fast support and handy live chat”

Pros

Whenever I need to reach customer support, Zendesk has been a really reliable way to connect with representatives and get replies quickly. The Live Chat feature is also easy to use and makes the whole customer service process feel quick and convenient. I also like the typing alert since it lets you know the agent is actively responding to your question.

Cons

One thing I wish it included is the ability to create a popup on smartphones. Too often, my mobile browser refreshes and I end up losing the live chat entirely.

“helpful tagging and reporting”

Pros

One thing that really stands out is the custom categories and extra tags you can add to each ticket for reporting. That setup makes it much simpler for support teams to spot the most common issues customers are submitting. The platform is also very easy to use so agents can get started without needing a long training period beforehand.

Cons

The part I am not a fan of is the chat feature. When an agent is managing more than one chat at a time, it tends to slow down. That's really the only feature I dislike and it was added fairly recently.

“simple setup and usability”

Pros

It is very easy to use and the configuration process is simple too. In short it's really user friendly.

Cons

Honestly there isn't anything I dislike about it.

“helpful macros”

Pros

Getting started with this system didn't take much time at all and the macros do a really nice job of helping us respond to questions fast.

Cons

The only downside is that the emails customers receive can sometimes be a little confusing and they end up thinking they need to log in.

“flexible ticketing and visibility”

Pros

After more than four years with Zendesk, it has proven to be a really great platform for us. During the first two years, we used it as an IT helpdesk, where we could assign tickets to teammates sort them by type and manage priorities through SLAs. These days we use it alongside another company from the customer side and it still works very well. Creating tickets is easy and checking any open or pending ones is just as convenient. It's also very useful to search by organization and view other tickets my colleagues have submitted.

Cons

One improvement I'd still like to see is more filtering options for tickets especially to make searching, filtering and reporting more effective. It would also be much better if images could be pasted directly into the text box instead of only being added as file uploads.

“Real-time insights”

Pros

This application has been keeping us well organized for a long time especially when it comes to client issue resolution and ticket management. It's very user friendly, includes campaign management and gives access to real-time data. Overall, it has been an incredibly useful tool for our team.

Cons

A tool this resourceful would be even better if it included network monitoring and a real-time chat feature since that would make the whole experience feel more complete. My biggest frustration though, is the customer support which honestly feels nonexistent.

“organized support that delivers”

Pros

Zendesk has been the most organized customer service platform my team and I have used. From the instant creation of ticket numbers after a customer reaches out to the automatic email notifications sent right away so customers can track and follow up on their requests, it takes a lot of pressure off the support team handling concerns and complaints. Everything seems very organized, the dashboard is incredibly user friendly and simple to navigate and the pricing is more affordable than many competing services when you consider the quality of what you get.

Cons

One area where it could still improve is the time it takes to fully set up the service within a company's existing customer support system. Switching from another provider to this one can still be somewhat frustrating and it seems to me that it could do more to make that transition easier. That said once everything is finally in place, it becomes clear why the platform is worth it.

“excellent CRM for support”

Pros

One thing that really stands out with Zendesk is how simply it helps manage customer relationships and handle support interactions. It's a very amazing platform for CRM needs and works really well overall.

Cons

Honestly there isn't anything I dislike about it.

“centralized ticketing that delivers”

Pros

Having Zendesk in place means our team can handle both external and internal communication from one system instead of juggling multiple tools. With separate users and team setups, it's simple to control who can view specific tickets, route customer questions to the right person or department and maintain a full history on every inquiry so anyone can step in and understand the background right away. I mainly use it for complaint handling and it helps a lot because I can review the back-and-forth between Sales and the customer, check photos or other attachments and keep internal conversations with Sales in the same thread when I need input or further analysis.

Cons

The downside is that pricing is charged per user so the cost adds up quickly if several people need any level of access to it. Still once everything is set up, it has been a big advantage for us in managing customers properly and making sure no one is overlooked.

“Great customer insights”

Pros

Connecting with customers becomes much more agile once the team gets familiar with the platform. It also offers very useful metrics on customer behavior which are incredibly valuable for understanding patterns and improving both the user experience and customer experience.

Cons

Support from their own team can feel almost unavailable at times especially when they seem overloaded. On top of that the chat widget can noticeably increase your website's loading time.

“fast onboarding”

Pros

It is quite easy to use. When new engineers join, registering them in the portal takes very little time so they can start handling support tickets right away. On the customer side it's a helpful tool for tracking billable hours based on tickets and the reporting also makes it possible to monitor who is submitting reports and who is not.

Cons

The licensing model is one area that could be better. We currently maintain two subscriptions, one for external clients and another for internal users. Our internal team does not need many advanced features, just the essentials but one of the things we do need is chat. Because of that single requirement, we have to move to a higher subscription tier which raises our internal costs. It would be much better for us if that feature were included in the lowest plan.

“all channels in one place”

Pros

Being able to connect multiple communication channels is the part I value most about this tool. In my setup, I use email social media and internal communication and having everything centralized in one place makes a big difference. It helps keep all conversations organized and improves administration without needing to switch between different platforms.

Cons

The biggest downside for me is that messages from some channels can take too long to appear on the platform. There have been occasions when messages from social networks took up to four hours to show up which is far from ideal. Also when a bot is involved, the platform does not display the full message breakdown so I have to open the original channel to read everything. That part definitely needs improvement.

“reliable ticketing for teams”

Pros

Zendesk works well mainly because of its ticketing system. It lets internal teams manage issues individually and handle each case with the right level of attention.

Cons

The interface is lacking and could be much more organized. Running into completely blank pages that force you to move somewhere else is frustrating. It would be better to have more guided or suggestive elements in the tool so other sections are easier to discover and access.

“quick chat setup and integrations”

Pros

Getting Zendesk Chat live on customer websites was incredibly quick and only took a few minutes. The client also wanted requests sent to email, phone and other channels and that was simple to configure. On top of that it connects well with third-party tools so chat history is automatically shared with support managers too.

Cons

Honestly there wasn't anything to dislike. It delivered exactly what it was supposed to do and even went beyond expectations.