Zendesk Suite Reviews

“Overall decent tool”

Pros

Zendesk Suite was up and running fairly easily and it has been dependable for our needs. In our organization, it supports customer service for our internal users, mainly employees in the HR area. Right now, we use it across the full employee lifecycle, from recruitment through termination and even after termination. It also connects well with other systems such as Workday through APIs which lets us handle user creation, updates, deletions and ticket management. Another plus is the built-in analytics, where we can create queries and dashboards directly in Zendesk to analyze tickets and manage SLAs, helping us improve customer satisfaction.

Cons

The cost is fairly high for the limitations it still has especially when it comes to licensing. We also ran into challenges when trying to get help from technical support. On several occasions, support told us that what we needed was not technically possible but our own developers ended up figuring out a solution. On top of that there is no real process for handling escalations when they are needed. Security management through user segments is also restrictive since the logical functions are limited and make it difficult to build more complex rules.

“reliable ticket alerts and organization”

Pros

To be honest it has been one of the best ticketing systems I have used. I rely on it at work and I even end up using it in my personal life too. It does a really good job of keeping tickets organized so it's always clear which ones still need a response and that creates a strong checks-and-balances process. Managing tickets feels much more efficient with Zendesk because the notifications let you know right away when something is sitting in your queue. Those alerts are especially important since they help you stay on top of things and make sure every ticket gets answered on time.

Cons

There is a bit of a learning curve at first, mainly because the software includes so many different components that you need to understand before you can really use it to its full potential.

“helpful knowledge base setup”

Pros

Building out the knowledge base has been a pretty simple task. It doesn't take long to learn the system and showing other team members how to use it is just as manageable.

Cons

One downside is that they used to have a reporting feature for tracking stats and progress but it was removed. On top of that looking up older tickets can be frustrating and turn into a real headache.

“Customer support hub done right”

Pros

Zendesk has become our central place for handling customer communication, resolving tickets and tracking issues from start to finish. We also rely on it as an intake point for several automated systems so if something like a server problem comes up, it gets reported into Zendesk automatically. It's a really useful platform for organizing, labeling and sorting different types of issues across teams so nothing gets lost.

Cons

Getting started can be challenging when you need to set up something automated or more customized. It usually goes much better if you have someone experienced helping out or if you work closely with support during the process. That said, it has improved a lot over the years.

“best choice over competitors”

Pros

Compared with tools like LiveChat or Freshchat, this one has been the best option for us.

Cons

The downside was the customer support which wasn't very helpful and usually responded much later than expected.

“clean interface”

Pros

Zendesk Suite gives both our team and customers several ways to communicate which makes conversations much more flexible. The interface also has a clean, minimal look and it's very simple to move around and find what you need.

Cons

The bot feels more like a basic FAQ than a real assistant since it mostly just sends you over to a live agent. On top of that you have to keep using ALT+Tab to get into the actual chat app and check the history from previous conversations.

“portable support with handy auto replies”

Pros

The portability and convenient management of automatic responses make it really useful for maintaining strong customer support practices.

Cons

It would be better if there were more message customization options since that would make it simpler to align the site with our brand.

“missing key live chat tools”

Pros

Zendesk has a clean, user friendly interface that still is practical to use. The ticketing system works efficiently and is genuinely helpful, while the reporting and user data are useful and fairly accurate.

Cons

One thing that kept bothering me was not being able to discard a reply after it had been sent in live chat which feels like a major missing feature. I also really missed having an interface for handling multiple chats at the same time especially since that is standard in most chat apps now.

“customer support that delivers”

Pros

Their customer support has been excellent and the platform is simple to use and configure.

Cons

There is really nothing negative to mention as I absolutely love it.

“jira integration is a big plus”

Pros

Being able to connect it with tools like Jira is a really valuable feature.

Cons

Setting up the reporting views feels more complicated than it should be.

“Powerful ticketing and analytics”

Pros

Zendesk really stands out for its powerful ticketing capabilities. Even though the pricing is on the higher side, it's still an extremely powerful CRM compared with other tools in the market. It supports customizable business workflows, strong analytics and a knowledge base platform that helps with operational optimization. Another big advantage is that Zendesk can integrate with other systems, including Workday, through its API.

Cons

At the same time it does come with quite a few limitations. For instance when setting up business rules, you cannot combine AND and OR in the same rule so you have to choose one or the other. When using it internally, it also feels like several important functions are still missing, such as conversation history, child tickets and others. While some of these features do exist in its Marketplace, they really should be included for free instead of requiring extra payment. On top of that the technical customer support hasn't been very helpful. It promotes its 24 hour technical support as a strength over competitors but out of 10 cases I submitted, only 1 or 2 were actually resolved by their support team. Most of the time, our own team ended up figuring out the solution ourselves.

“ticket history is a big plus”

Pros

One of the best parts of this software is having full visibility into ticket history and being able to refer back to other related tickets whenever needed.

Cons

The ticket formatting still feels behind compared with other project management tools made for software engineering teams.

“user friendly ticketing”

Pros

The interface is user friendly while still being very powerful. Our customer service advisors get comfortable with it quickly and it makes managing tickets much simpler for them day to day. The knowledge management side of Zendesk is also excellent, both for internal employee use and for customers accessing help content externally.

Cons

One thing I'd still like to see is a few more customization options in the knowledge management part of the platform.

“Decent support features”

Pros

Zendesk Suite handles the job well for us even though we're not taking advantage of everything it offers. It comes with a lot of features but many of them are only available if you pay for the add-ons so we haven't really used those.

Cons

Since we mainly use it for customer support on Shopify sites, the cost feels high for our needs. There are definitely other options out there that are more affordable.

“billing nightmare and no response”

Pros

There is plenty of thorough documentation available online which is one of the few helpful aspects.

Cons

It has been 1 year and 4 months since we asked to stop an integration we were paying for and we are still being charged for it. Customer support takes several weeks to reply every single time which is unbelievable for a company that sells customer service software. The ticket keeps getting passed from one contact to another and nobody actually does anything. I have never seen anything like this. We have spent 1 year and 4 months trying to cancel a no-commitment option yet it has continued billing us the entire time. It is disgraceful.

“Everything is available”

Pros

Everything is built into one platform for handling customers, phone calls, text messages and even email marketing which makes it especially simple for startups that are trying to grow their business.

Cons

Setting up the FAQ feature feels overly technical even when you already have a basic understanding of HTML and CSS.

“helpful ticketing and knowledge base”

Pros

The ticketing tool works really well and the knowledge base articles are very useful too.

Cons

The UI doesn't feel very polished and it's still missing a few handy features.

“Flexible workflows and clean navigation”

Pros

ITs interface is simple to move around in and there are plenty of options for organizing and storing information the way you want. The custom message templates are especially useful and make it much easier to automate parts of the workflow.

Cons

One issue I have run into is that email delivery can be inconsistent at times. There have been cases where clients copied on messages never actually received the emails.

“powerful ticketing when configured”

Pros

After the setup is done properly, the system runs the way it should and includes most of the features needed to handle customer service effectively through tickets.

Cons

Any time support is needed, the experience is terrible. It can take days to get a reply and when they finally respond, the guidance is often incorrect so in the end you may have to pay to get the issue resolved.

“Helpful chat alerts and visitor tracking”

Pros

Whenever someone is logged into Zendesk Chat, incoming conversations trigger notifications for the whole team and it's also really useful being able to see how many visitors are currently browsing the website.

Cons

One thing that's missing is a way to capture or leave visitor details. Having that information available would make it much easier for support to pull up the right accounts instead of just seeing names like visitor1232.