Zendesk Suite Reviews

“desktop access over vpn”

Pros

It helped us make the desktop environment virtual for our users and we're also able to run that desktop over an IPSEC VPN.

Cons

We haven't run into any drawbacks with our VPN access deployment.

“powerful customer view and automation”

Pros

Zendesk comes packed with features that put it right up against major CRM SaaS platforms like Salesforce. It includes essential tools such as ticket management, automation, data import and export and continuous telephony integration. Together, these features provide a full 360-degree view of customers while also making it easier to manage leads and convert them effectively.

Cons

One downside is that its support team tends to be slower than some competitors. If you run into a problem, it can sometimes take a long time to get the help you need.

“accessible and user friendly”

Pros

Its accessibility really stands out and the platform is very user friendly to navigate and work with.

Cons

The interface still has room for improvement and it would be helpful to have a more visible button for contacting support quickly.

“too pricey and complicated”

Pros

There wasn't much about it that I really enjoyed.

Cons

It is very expensive far more than other tools that charge around $1 per user. On top of that it's difficult to use and really should be more user friendly.

“help center and support are awesome”

Pros

It has proven to be a really amazing tool for handling customer support and publishing Help Center content. Also platform is generally easy to use although certain functions can take a bit of digging to locate inside the product.

Cons

A few areas still feel underdeveloped especially the analytics and reporting features. Those parts could be expanded quite a bit so there's clearly still some room to improve.

“fantastic multichannel support hub”

Pros

Zendesk Suite has been an excellent customer support platform for us, with several ways to connect with clients and resolve issues, such as Zendesk Chat, Talk and Connect. It also integrated very well with our project management system without much effort.

Cons

One thing that gets frustrating is when end users open an email a few days after it was sent and the issue has already been closed, I still receive a read receipt notification that creates a new ticket which means I end up having to close a lot of unnecessary tickets.

“Top features and reporting”

Pros

The tool came with pretty much every feature we could possibly need. The integrations worked without any issues and the reporting capabilities were incredibly helpful. It's a really good fit for companies handling large, complex workflows though for smaller teams it can feel like too much since a lot of the features may barely get used.

Cons

If I remember right, it was also the most expensive option compared with the other tools we looked at.

“powerful automations and integrations”

Pros

This software is very easy to use and implementing it did not take much effort. It also integrates well with native applications and the triggers and automations help a lot in optimizing daily workflows.

Cons

One part I wasn't happy with was its Explore since it is a bit difficult to use and not very simple to understand at first. For beginners pulling certain reports can be challenging and the pricing is also on the expensive side.

“Support team favorite dashboards”

Pros

Zendesk is very easy to use. Plus our support team really likes how simple it is to find customer requests, reply quickly and stay on top of issues. The built-in dashboards make tracking metrics very convenient and the prebuilt reports are easy to adjust when we need something more specific.

Cons

A few of the integrations still need improvement. Like some integrations works really well but the other one doesn't add much value for us.

“feature rich and multilingual”

Pros

There's a lot to appreciate here because the platform is packed with features and functionality. Figuring out how to get the most out of everything can be a bit challenging at times but it really helps keep users happy by letting them connect through text, email, live chat and social media messaging. It's also a strong option because it supports multiple languages.

Cons

The biggest frustration is the support or really the lack of it. When help is needed, the response time can be extremely slow. You pretty much have to know exactly what you're doing because if you need them to step in or fix something quickly, it can be a very difficult experience.

“email based support that works”

Pros

Handling customer inquiries directly from my email inbox was one of the parts I liked most since it made everything feel more convenient and simple to manage.

Cons

The only issue that came up wasn't really caused by the software itself but more by internal communication on our side. At times, more than one person would respond to the same inquiry and when that happened, it created some confusion.

“customer service tracking that delivers”

Pros

One of the biggest benefits is being able to monitor our customer service data closely such as things like response times, ticket escalations and closure rates. That visibility helps us improve the quality of our support and it's especially important for redirecting inquiries to the right team when needed.

Cons

The implementation can take quite a while which was frustrating since we really wanted to get started immediately.

“Fast setup”

Pros

Everything seems quick and hassle-free from start to finish making the whole process pleasant to use.

Cons

The pricing model is frustrating and expensive and some basic features are restricted to the higher-tier plans.

“flexible support from anywhere”

Pros

The interface is simple to work with and the mobile app gives you the freedom to help clients from anywhere without being tied to your desk.

Cons

The biggest downside is the price. It feels too expensive and a lower-cost option for startups would make it much more accessible.

“customizable help desk”

Pros

Being able to tailor Zendesk to fit our needs without adding a lot of extra cost has been a big plus. The basic profile gives us enough user access and we've successfully set up both an internal and external help desk. That alone has made our request process much more efficient and significantly cut down resolution times.

Cons

There are still a few areas that could be organized but overall the platform has worked really well for us. One thing I'd suggest is taking a close look at the product options and pricing structure before choosing a package so you can match the features to how you'll actually use them and avoid paying for tools that won't be needed in your suite.

“flexible tracking and integrations”

Pros

It gives both the client and the host a clear, simple view which makes day to day work much more manageable. Tracking is simple but still very effective and the platform is customizable enough to fit different workflows. It also integrates well with other platforms which adds a lot of value.

Cons

One limitation is that the real-time reporting script with Google Sheets is not available which can be inconvenient depending on reporting needs. It can also feel heavy on the browser at times.

“accessible tools that work well”

Pros

Zendesk Suite feels very user friendly and even someone using it for the first time can get comfortable with it quickly. The built-in modules and multiple communication tools are efficient and load fast whenever they're needed. It's also been integrated well into our system. Compared with other CRM platforms I have worked with, this one feels the most accessible.

Cons

There is a small issue with the cursor where it occasionally disappears. It doesn't happen often but when contact volume is high, it can be extremely frustrating. Also the built-in reduction tool is helpful but it can be time-consuming especially when working with text.

“User friendly rollout experience”

Pros

Getting our department started with this software was easy. In short it is user friendly enough that we did not have to keep asking IT for help with setup and we were able to roll it out without any problems.

Cons

A few very basic features are missing from the standard ticketing package though. For example, users cannot view all of the tickets they've submitted on their side which feels pretty goofy.

“clean dashboard”

Pros

Zendesk Support is very easy to use and the dashboard feels clean and simple. Agents only see the information that's actually relevant which keeps everything clear and focused.

Cons

One thing that could be improved is the SLA behavior since it keeps running even after a ticket is reassigned to another agent. The theme options could also use some attention such as a dark mode would make the platform even better.

“Simple setup and customization”

Pros

It is very user friendly which was the part I appreciated most. The ability to customize its features was also a big plus for me.

Cons

Honestly there wasn't much to dislike besides the pricing. It would be better if it were a bit more affordable.