Zendesk Suite Reviews

“powerful features and customization”

Pros

Zendesk Suite is very complete and comes with plenty of options to tailor the experience so day to day work is more manageable. Features like private notes, macros, auto-translation and Shopify integrations are especially valuable.

Cons

Getting everything set up in the beginning is quite complicated and you really need help from their team to make sure it's done properly.

“User friendly ticketing with Slack”

Pros

It is easy to use even for new users. Plus it is user friendly and makes tracking and managing internal help desk tickets like IT support requests really easy. The Slack integration is also a big plus and works very well.

Cons

I honestly haven't run into any real problems. But if I had to point out one thing, it would be that the email confirmations you get after submitting a ticket could be formatted better so the most important information is easier to spot.

“frustrating !”

Pros

Email and contact forms worked well enough and routing them to the right place was fairly easy too.

Cons

The telephony side was disappointing. Getting everything set up was harder than it should have been since you had to jump between multiple screens just to complete the implementation. We also weren't able to roll out chat worldwide and the analytics felt lacking.

“fast rollout”

Pros

Zendesk was up and running very easily and the platform was simple for the whole customer support team to pick up. In less than a week everyone was comfortable using it. It has helped us shorten our response turnaround time with customers and overall it has been a very worthwhile investment for the company.

Cons

It does have some limitations when it comes to analytics. Plus it would be even better if it included text recognition and automatically generated solution suggestions.

“helpful support always”

Pros

Customer service has been excellent, from the way the software is explained to how helpful the team is overall.

Cons

The only downside is that reaching customer service can sometimes take about a day but aside from that, they're consistently making improvements.

“reliable chat tools”

Pros

Zendesk Suite is a pretty user friendly platform for handling customer support. Plus it makes it simple to stay on top of incoming tickets and reply through email and the chat feature also performs well. The autoresponder is especially useful when the team is unavailable.

Cons

The interface felt a bit confusing at times and having to move between different pages could be awkward. There were also moments when it wasn't completely clear whether chat had actually logged you out or not.

“faster support access”

Pros

Getting in touch with customer service is much quicker now compared with sitting around and waiting on an email reply.

Cons

It can still take a bit longer than expected for an agent to join which means you may end up waiting for an unclear amount of time.

“clean layout with useful tools”

Pros

Zendesk Suite packs in a lot of information and features yet the interface still feels organized and not cluttered or distracting.

Cons

One thing I miss is the old bar graph that showed tickets solved by hour. It was really helpful to check my progress during the day instead of having to wait until the next day's ticket summary.

“handy ticket controls”

Pros

Being able to merge tickets is really useful and having the option to delete tickets without sending a notification to the user helps a lot. That's especially helpful for issues outside our control, like printer problems that are handled directly by the print vendor.

Cons

One downside is that every user needs to be licensed individually.

“Great ticket tracking upgrade”

Pros

The look and feel of Zendesk stood out to me. Of all the ticketing tools I have seen, this one has easily been the best in terms of design. It seems much smoother and the features are very useful especially how it shows ticket activity and tracks every single change. That visibility has definitely helped make many workflows easier.

Cons

At first I honestly felt like it was a pretty inefficient ticketing system. But after the recent upgrades and the addition of new features, I have completely changed my opinion and now really enjoy using it. It genuinely seems like they listens to its users and improves the product based on their feedback.

“customer history and flexible support”

Pros

One thing that really works well with Zendesk Suite is how it keeps a full record of customer interactions and gives you multiple ways to communicate with them. Creating tickets is simple and following their progress from start to finish is very easy.

Cons

At times, a ticket has to be closed manually because it can reopen even after the system shows it as closed.

“quick to learn and manage”

Pros

This product is simple to use and managing it day to day is just as easy.

Cons

There are occasional bugs but a quick system update usually fixes them right away.

“great support hub”

Pros

Zendesk has been really practical to use. I can handle live chat, respond to emails and even manage calls all in one place which makes support work much more convenient.

Cons

The only problem I ran into was when I needed to block a very troublesome customer. I had to search Google to figure out how to suspend him from live chat.

“Easy ticket tracking”

Pros

It works really well for managing customer service. It helps organize the workflow and gives full visibility into ticket tracking from start to finish.

Cons

One thing that constantly bothered me from the InfoSec side was how suspicious emails were handled. When one came into it, our customer service agents weren't able to forward the original email for investigation which made the process frustrating.

“excellent usability overall”

Pros

Zendesk's usability is the part I likr most. The product is also very user friendly and simple to work with.

Cons

One thing I'd still like to see is a simpler way to make the instance HIPAA compliant especially when using the chat functionality.

“Simple setup with useful apps”

Pros

It was up and running pretty easily and it handles the job well. Everything functions as expected, plus there are apps available if you need extra features.

Cons

The help center feature is really poor and I also wish the reporting tools were simpler to use.

“helpful support at my pace”

Pros

Whenever something comes up with our reservation software, I turn to Zendesk for answers. Rather than calling in and going through a bunch of menu options for sales, technical support and so on, I can just sign in whenever it's convenient and submit my questions without any hassle.

Cons

Up to this point I haven't had any negative experiences with it.

“Effortless tracking”

Pros

Zendesk is really user friendly for customer service, issue tracking, IT management and plenty of other needs.

Cons

It may not be specifically built for huge enterprise-level organizations but it still works well for most company sizes.

“user friendly ticket tracking”

Pros

Working in Zendesk Suite is not a hassle and tracking tickets by organization is easy and convenient.

Cons

Nothing significant comes to mind. They did update their reporting recently but they gave us plenty of notice ahead of time.

“powerful ticket handling”

Pros

Zendesk Suite comes with a lot of useful features and customizable templates. Handling 100 tickets at the same time is very manageable especially with templates that automatically include the customer's name and details. Overall, it's an excellent product.

Cons

Compared with some other CRM tools, it's not the most easy to use so some training may be needed. That seems to come from how deeply customizable the settings and options are across the product.