Zendesk Suite Reviews

“Many useful options”

Pros

Using Zendesk Suite has not been a problem and the integrations are just as simple to set up. It also gives you plenty of options to work with during implementation which makes the whole process much more convenient.

Cons

From both the customer side and the support team side, this software works well and offers more options that help each side effectively.

“smart self-service and teamwork”

Pros

A smart knowledge base lets customers help themselves without always needing to contact support and the internal communication tools make it much faster for teams to collaborate and resolve support issues together.

Cons

One thing that could be better is the vendor's website which could offer more self-help resources to assist users when issues come up.

“innovative automation and analytics”

Pros

Zendesk has evolved a lot since I first started using it for our internal IT helpdesk. Back then, it was mainly a simple web-based helpdesk tool but over the years they've introduced analytics, automation features, agent macros and a lot more. The automation tools have been especially useful because they let agents respond quickly to customers based on the issue or topic involved.

Cons

There isn't really anything specific I dislike about it since they seem to keep improving across the board. If there's one challenge, it's that the wide range of services can feel a bit overwhelming for someone new to the platform. It's not always immediately clear whether a certain feature is part of your current plan or how much access you actually have to it.

“helpful ticket tracking by school”

Pros

Working with lots of instructors and their students means support requests can pile up fast and Zendesk Suite helps a lot with that. Students regularly mention that they've submitted support tickets and this makes it simple to track each ticket by school while also spotting trends or recurring issues quickly so they can be addressed right away.

Cons

One thing that gets frustrating is the way access and admin permissions are set up. At my level, I can be tagged in tickets but I am not able to tag others myself. That feels like a basic feature everyone should have and it does slow me down at times.

“Social integration saves hours”

Pros

Handling customer messages through the social media integration has been the biggest advantage and it saves a ton of time. It's much better than jumping between multiple platforms to answer questions.

Cons

Since I started using it I really haven't run into any issues. I'd absolutely recommend it to anyone looking to save valuable time.

“helpful email tracking”

Pros

One thing that works well is being able to track emails and see exactly where they are in the pipeline. It's also useful to know who has already handled an email since that helps prevent duplicate replies from different people.

Cons

Using it can feel pretty difficult and it's not especially user friendly. Having to keep an eye on both your regular inbox and the ticketing system at the same time makes the whole process more confusing than it should be.

“organized messaging and helpful sandbox”

Pros

Having SMS and email in one organized place works really well. The sandbox feature is also very useful for training and testing tickets so new team members can practice without being thrown onto real cases right away.

Cons

From an admin standpoint, there are so many features available that it can feel overwhelming. There's a lot you can adjust and customize and figuring out where to start isn't always clear.

“workflow and analytics win”

Pros

Handling tickets used to be a real hassle but Zendesk removes a lot of the frustration that came with older, outdated project and request management systems. It's user friendly and the notifications, reporting and analytics are all essential pieces that help keep the workflow running efficiently.

Cons

One thing it could improve is the visual side of the platform. It clearly prioritizes functionality over design and that becomes pretty noticeable especially when you're managing a department like mine.

“helpful support hub”

Pros

It did not take long to learn and daily use was easy too. Plus it did exactly what we needed and brought a lot of value as a customer service tool. The layout is clear especially the preview section and the assigned to field which made handling tickets more practical.

Cons

When I was using it, it didn't connect with our other customer communication channels so we had to run separate searches just to piece together a full view of each customer conversation.

“Very costly calling”

Pros

Coming into it I didn't have too many complaints because I assumed this was simply the best available. I'd also used Zendesk in previous roles for other features so the company's long-established reputation definitely carried some weight. But once I realized how much we were actually paying compared to the level of service we were getting, I started looking elsewhere and ended up finding a solution that fits us much better. It handles calling fairly well when it works but we regularly dealt with disruptions and lost service and whenever we raised the issue, it was blamed on Twilio. The thing is, Talkdesk uses Twilio too most of them do and after a full year with Talkdesk, we haven't experienced a single outage. Zendesk clearly has real strengths in the market and its ticketing system and customer support platform are excellent. I am just not convinced that calling is where it performs best.

Cons

There were quite a few glitches, connection problems came up often and the team struggled to use it consistently. More than anything else though, the price was extremely high.

“powerful ticket routing”

Pros

The support portal was up and running pretty easily and configuring it to handle customer tickets is very manageable. The biggest advantage is being able to build workflows that send tickets to the right queue automatically. We also use PagerDuty and the integration with Zendesk works well since data stays in sync and ticket activity can trigger PagerDuty actions. On top of that we sync information with Salesforce so incident details are visible within each customer account. The interface is clear and simple to work with especially with the tabbed layout that makes administration easier. It's also useful that you can create extra customer-facing resources like FAQs and knowledge base pages to help users find answers on their own.

Cons

Although the support portal gives you a lot of room to customize, connecting our licensing system and keeping it synced with Salesforce took a decent amount of technical knowledge. Because our setup depends on quite a bit of CRM synchronization, we had to spend a lot of time researching, adjusting and customizing things to get everything working the way we needed. In some situations, a native option built directly on top of our CRM probably would have been simpler.

“frustrating support and setup mess”

Pros

I chose Zendesk because it has been around longer than most other software in this space.

Cons

The interface seems complex and getting everything configured so it actually works takes a lot of effort. Even that is not as bad as the terrible customer support. I was repeatedly told problems would be fixed, only to find out the person handling my case had moved to another team and nothing had been resolved. As a paying customer, you end up being passed from one person to another without any real solution. After paying for the software for the last four months, we still do not have basic functionality in place. I still cannot even complete the setup because they gave us the wrong license, despite me signing multiple contracts to have it corrected. Every time I follow up, it feels like I have to restart the exact same issue all over again.

“powerful ticketing and collaboration”

Pros

Zendesk Suite has been a really amazing customer support tool for our team. It makes it simple to track tickets, assign them to the right team members and collaborate without things falling through the cracks. The wide range of integrations with other software is also a big plus and the tracking and reporting features are very helpful.

Cons

The interface can feel a bit crowded at times, with a lot happening on the screen at once which can be overwhelming.

“clear notes and history access”

Pros

Being able to clearly view both internal and external notes in one place is really useful and having the option to print the full history is a big plus.

Cons

One thing I'd love to have is the option to print only the external communication. I use that when a customer disputes an invoice and there are times when the internal notes aren't appropriate to share with them.

“organized workflows”

Pros

Keeping support work organized is much simpler with Zendesk Suite. Ticket tracking and sorting are easy too and the automation, follow-ups and triggers are simple to configure which helps the team stay on top of everything. I am also a big fan of the mass ticket updates, along with templates for case handling and message responses. The JIRA integration works well and being able to split one ticket into multiple tickets is really useful for tracking. It's also nice that customers can monitor the requests they've submitted.

Cons

Reporting is a bit limited depending on which account tier you choose. Merging and splitting tickets can also appear a little awkward from the customer side and the lack of visibility into who is CC'd on a ticket can create some confusion for them.

“stays organized and on track”

Pros

This platform does a really nice job of keeping track of where things were left with each customer so picking conversations back up is effortless. It makes staying organized much easier and helps everything feel up to date.

Cons

Honestly I do not have any complaints. I have not run into anything about it that I dislike.

“powerful ticket search and updates”

Pros

The search feature does an excellent job of finding any text within a ticket which makes tracking down information fast. It's also really useful for keeping multiple people in the loop with status updates.

Cons

One issue came up when people replied to certain email addresses because that would sometimes create duplicate tickets. Aside from that, if the user simply hit reply, their response would usually be added to the correct existing ticket automatically.

“simple setup and quick training”

Pros

Zendesk is very easy to use and training people to use it doesn't take much time. Overall the platform is simple to understand and easy for teams to pick up.

Cons

The part I like least is that the platform has a somewhat outdated look and there isn't much customization available for the inbox.

“poor support when it matters”

Pros

LiveChat is about the only part that feels up to current market standards, while the rest of the platform doesn't really measure up the same way.

Cons

Customer support is the biggest disappointment. I'd strongly suggest thinking twice before choosing this platform because getting help is frustrating. They really push a self-service and DIY approach so if something goes wrong with your setup, you're pretty much left hoping for the best.

“ticket automation that delivers”

Pros

Running ticket management through this software in our company has been a very positive experience. It comes with a lot of useful features and is very easy to use. There are plenty of automation options as well, for example assigning a newly received ticket automatically to a preselected agent. That is especially useful because it helps us handle incoming tickets with much less effort. Another valuable part is the ability to view and create statistics related to both tickets and agents.

Cons

A few features are a bit harder to understand and set up and the reporting section could definitely be improved.