Zendesk Suite Reviews

“Very reliable tool”

Pros

Having everything in one platform really makes a difference. Customer service involves a lot to manage for any company and this brings it all together in a way that makes the whole process much more manageable.

Cons

We did run into a few integration issues with our system because we were coming from a previous one that used a different interface.

“live chat setup”

Pros

Right from the start we mainly used Live Chat and the Offline Contact Form. Setting everything up and integrating it with almost any CMS was very easy. On top of that we can adjust the look and features from the admin panel which is useful and offers a lot of flexibility.

Cons

The customization side is documented really well overall. That said, handling certain translations was difficult because they have to be done through reference code or the widget script. Having a built-in string translation feature would make that process much better.

“powerful ticketing and self-service”

Pros

One thing Zendesk Suite does really well is how the ticket interface is structured for email-based communication. I can quickly see every ticket tied to a particular requester or company and sort priorities based on how serious the issue sounds. The help center and embedded chat button for custom apps can be a huge advantage for self-service support. The inbound and outbound call recordings are also extremely important especially for our finance team because they give us dependable proof of exactly what was discussed.

Cons

Pricing keeps going up and at the same time, features keep getting removed from lower plans and moved to more expensive tiers. We used to have strong analytics through GoodData but after switching to its own reporting system, a company now has to be on a certain plan and also pay extra for Explore. Then someone still has to learn the add-on and build the reports they need. On top of that its own support has become painfully slow. It can take weeks to get a reply even when the ticket is marked as urgent, critical or time sensitive in both the subject and description. And when a response finally comes, it's often not thorough enough to fix the issue in one go. More often, the agent misses the real problem or skims over it and sends a help article that doesn't solve anything. Getting a complicated issue escalated to a higher support level can take months. That feels pretty ironic for a company that makes so much money yet still struggles to keep up with customer support.

“empty promises and pushy sales”

Pros

They advertise a lot of capabilities but in reality most of those promised features just are not delivered.

Cons

The dishonesty is the worst part, along with aggressive sales reps who seem willing to say anything just to close the deal and protect their commission.

“omnichannel support done right”

Pros

Customers can reach us through any channel and everything stays organized in one place which really helps us deliver the best experience possible. Managing the platform as an admin is very easy too. The analytics are incredibly useful for making strategic decisions and having Zendesk live chat available is a big advantage as well.

Cons

It does have a large marketplace which is a plus. That said one frustrating part is that some apps are labeled as free when they're really only free trials. Those extra charges can pile up quickly when they aren't included in the core product.

“Smart reports”

Pros

No matter whether we're handling fewer than a hundred conversations or well over a thousand in a day, Zendesk is the kind of platform we can count on to just keep working. It connects really well with the tools we already use, including different social media channels and text/SMS apps, among others. We're also able to create custom templates and reports which has helped us make smarter, more customer-focused decisions that support our brand's growth.

Cons

Getting the reporting and analytics side fully set up can take extra time and manpower. For people who aren't naturally comfortable with numbers, there's definitely a learning curve. Even so, their support team and user community have been very helpful throughout that process.

“Helps my business a lot”

Pros

At the end of the day this really helps me keep my business running. I can add product information whenever I need to check what's happening and it's consistently useful and available when I need it.

Cons

Every now and then, communication can lag a bit although I am using the free version so that may be why it isn't always prioritized. I am not completely sure. It also doesn't have anything built in for some of my print-on-demand platforms so handling that side of things is limited.

“live chat and issue tracking stand out”

Pros

Getting it connected to my website and setting up live chat for customer support was very easy which has made handling customer issues much more manageable. The platform also helps my team keep track of customer requests and work through resolutions more efficiently together.

Cons

One thing that's missing is a direct option to export data into a CSV file and that makes data analysis harder for the team.

“flexible ticket replies”

Pros

Being able to reply to tickets either through email or directly from the Zendesk link is the part I appreciate most.

Cons

A few forms seem to load inside some kind of frame and our IT settings block them so we cannot view or complete those at work. Because of that, we have to wait until we're home to fill them out.

“Quick setup”

Pros

I was able to use it pretty quickly and the platform is easy to use. The documentation is also amazing and most of the administration can be handled on your own even without much prior experience.

Cons

The metrics and reporting still have room for improvement and the feature set could be more powerful especially when it comes to managing user roles.

“email-based ticketing that just works”

Pros

At my previous company this was really convenient to use. I appreciated not having to manually create a ticket because all I needed to do was send an email and the rest was handled automatically in the background. Whenever I had to look up something later, like an older ticket, I was able to find it without much trouble.

Cons

I wasn't very involved with the admin side since it was mostly configured for engineering although IT tickets were also set up in it. At some point that side stopped working and for whatever reason we couldn't get it resolved. It seemed related to IT tickets being sent to an IT email alias that wasn't forwarding properly or something along those lines but the admin handling it couldn't determine the cause. You would expect there to be a simple option to remove and add a user back but apparently it wasn't that easy based on what the admin said.

“Strong analytics”

Pros

Zendesk's strong reputation and many positive customer reviews gave us confidence to try it. What I like most is how much you can customize it especially the look and feel of the support portal. Adding FAQs or a knowledge base is easy which helps customers find answers on their own. Setting up the ticket submission process is also fairly simple. Plus the interface supports multiple tabs which helps speed up searches and daily tasks. We also connected this tool with JIRA so tickets can be sent to engineering and that integration has worked very well for us. On top of that we use the built-in analytics to track key metrics and keep improving customer satisfaction over time.

Cons

Pricing begins at $49 per agent so it definitely isn't a low-cost option. Still even the entry-level tier includes a lot of functionality which helps justify the cost. Although it does integrate with Salesforce, the experience isn't as polished as Service Cloud. If a company needs one single source of truth, it will likely need to keep syncing data between systems and that can turn fragile over time. License management is another area where you'll need to build your own automation.

“clean interface”

Pros

One thing I really like is the clean, user friendly interface, how the chat box carries over easily from one web page to the next and the option to have a transcript of the conversation sent straight to my email inbox.

Cons

I honestly don't have any complaints. This software works really well if you're in an office setting or just have a packed schedule and don't want the hassle of calling a company for support.

“customer support that delivers”

Pros

The thing that really works well with this software is how it helps me stay connected with my customers while also giving them fast, accurate responses to their questions. It adds another reliable channel for communication which makes it easier to address their concerns and resolve issues quickly.

Cons

My only complaint is that there still isn't a mobile app. It would be really useful to have an app where I could log in and use the features while I am away from my desk.

“customizable platform”

Pros

Zendesk is highly customizable so you can adjust nearly any setting or feature to match the way your team works. The interface is clean and pleasant to look at and automation feels like a built-in standard rather than an extra.

Cons

One weak spot is the customer support. It's best not to depend too heavily on their tech support because it can end up being more confusing than helpful. Tutorial videos have honestly been a better resource when I need answers.

“Accurate customer service insights”

Pros

After using Zendesk for years I can honestly say it remains one of the strongest CRM platforms available today. The tools it offers genuinely help businesses deliver dependable customer service and that makes a real difference in day to day support. On top of that the analytics and reporting are very useful for identifying which parts of the business need more attention and what actions should be taken to keep growing and scaling effectively.

Cons

This is not really a downside in my view but someone moving over from a simpler CRM with fewer features may need a bit of time to adjust and become comfortable with the platform.

“helpful search functionality”

Pros

One thing I really like about Zendesk is how it lets any user search for information that matches exactly what they need. That functionality makes it much easier to find relevant answers quickly.

Cons

A downside with it is that the knowledge base content does not show date stamps on the information provided. When trying to confirm whether something is current or recently updated, it becomes hard to tell if you are looking at the latest information.

“powerful email workflows”

Pros

Email ticketing works really well and gives us plenty of flexibility with macros, automation, triggers and routing which helps a lot when it comes to optimizing responses.

Cons

Getting real help from the support team to actually implement and use the tool properly was a terrible experience. We were looking for guidance on setup and optimization and later realized that expanding how we used the platform came with a price that was far too high.

“centralized chats that deliver”

Pros

Having all incoming chats organized in one place has been a huge plus with Zendesk. It keeps my inbox uncluttered and the platform is very user friendly to work with.

Cons

I really haven't run into any problems with the tool itself. The only drawback is the cost since the pricing can be a barrier and I wish more people across my organization could have access.

“Limited functional capability”

Pros

Getting it up and running didn't take long and end users were able to adapt to it without much trouble.

Cons

That said, the feature set felt pretty minimal and it ultimately didn't do enough to fully handle what we needed.