Zendesk Suite Reviews

“reliable ticketing for support”

Pros

The tool is very reliable for managing customer service especially when it comes to creating tickets and tracking them all the way through to resolution. It has been a really useful tool for our customer support helpline that we launched during the pandemic and it helps us maintain a positive customer journey experience.

Cons

The biggest downside is the cost which is quite high. It would be much better if they offered a more generous discount for charities.

“Provides great visibility”

Pros

Zendesk is very user friendly and the custom triggers that automatically generate tickets really help keep the team efficient and organized. It makes it easier to stay on top of customer communication in a timely way so fewer things get missed and the full two-way conversation history gives you a clear, transparent paper trail.

Cons

The downside is that it can get pretty expensive especially once you start adding extra features which can become a bit complicated. It would also be much more useful if the platform included more advanced analytics than what's currently available so teams could better support assumptions about day to day customer interactions.

“fast ticket tracking and macros”

Pros

Navigating tickets, searching for them and reviewing them is very easy. Also it helps to see the customer's previous tickets which makes it easier to follow the right process and give the correct solution. Escalating cases to the proper team members or management is simple as well. Another helpful feature is being able to create custom macros or a knowledge base so responses stay accurate and consistent for customers.

Cons

At times, the system can lag especially when there's a high volume of tickets. There are also situations where two or more agents end up working on the same ticket and give different solutions which can confuse and frustrate customers.

“Customizable ticketing that delivers”

Pros

The ticketing setup is very user friendly and there's a lot of flexibility to customize it without making it hard to use. The tagging and assignment tools for emails and tickets are incredibly helpful for staying organized. Their technical support has also been excellent when it comes to rolling out new features. There's a wide range of functionality so it can fit companies in all kinds of situations. The multilingual option is another really useful part of the system and makes a big difference when working with international clients.

Cons

It can feel a little overwhelming when you're first getting started and the cost of bringing the entire team on board is somewhat high.

“User friendly dashboard and live chat”

Pros

Its dashboard is easy to use and Live Chat makes conversations feel much smoother.

Cons

Updating or adding users can be pretty confusing. There are too many sections to go through and too many different places to click.

“powerful multichannel support”

Pros

Zendesk has been excellent for providing real-time support to customers. The interface lets us monitor several incoming requests at once which helps a lot during busy periods. It also includes built-in phone support so we can stay in direct contact with customers when needed. On top of that it makes it possible to chat with website visitors and its integration with multiple communication channels turns it into a very complete and effective solution.

Cons

It has proven to be very competitive in the market but in our organization we noticed that the analytics tool can be somewhat complicated to use. The support code it provides also does not offer much flexibility for customization. Because of that the pricing is a bit hard to justify for us.

“well organized tickets and replies”

Pros

The ticket organization works really well. Finding a specific ticket is pretty easy too because you can search using different criteria. The email reply system is also not a hassle and it's especially helpful that we can create, save and reuse pre written responses for common questions and concerns.

Cons

The Chat function wasn't something I cared for much. It felt too easy to make mistakes and locating and posting pre-written responses for common questions and concerns was surprisingly difficult. When you're chatting with a customer, quick replies really matter and some of the functionality just wasn't good enough to support that speed. I often ended up going back into its email, copying the pre-written responses from there and then returning to chat to paste them into my reply because that was faster than trying to handle everything directly inside the chat tool.

“fast ticketing and quick replies”

Pros

One thing I like most about this software is being able to email customer support about a service issue and immediately receive a ticket number along with an automated response before an agent follows up.

Cons

I honestly haven't had any bad experiences with this software and I would definitely recommend it for any work or educational environment where a service or product is being provided.

“MY REVIEW”

Pros

Zendesk has been proven to be a really amazing tool for one of our client projects especially for receiving and assigning tickets from the client side. The platform is very user friendly and assigning the right people to tickets is not a hassle. Also it organizes each ticket clearly which makes everything much easier to follow. Another feature I really appreciate is the notification system since it keeps me informed whenever there's a ticket that needs my attention or review.

Cons

One thing I'd still like to see is a dashboard that breaks down ticket types instead of only showing how many are open or solved. Having more analytics around ticket categories would be very useful and could help companies better understand where they need to spend more time, effort and resources.

“support that feels personal”

Pros

Seeing Zendesk when I click on support immediately gives me confidence that my issue will be handled with real attention, almost like I am the only customer the company is focused on.

Cons

Honestly I haven't run into any downsides which caught me off guard the first few times I used it. I didn't even realize at first that it wasn't direct communication with the company I was trying to reach because the reps seemed just as informed as the head of the company I needed help from.

“scalable support hub”

Pros

It's a full help desk package that covers everything in one place and still has plenty of room to scale as needs grow. Getting started doesn't take much effort because the learning curve is fairly light and the community is active and responsive when help is needed.

Cons

The cost can climb pretty quickly, it occasionally feels a bit slow and the analytics side could definitely be stronger.

“poor support and weak quality”

Pros

Right from the start the product is low quality and only manages to do the bare minimum. The charges are small enough that they can easily go unnoticed on your statements. But the real disappointment is the support team... seriously, for a company that sells customer support software, this has been the worst support experience I have ever had. I even ended up feeling bad for being too harsh on the support staff because it really seems like the bigger problem comes from poor management decisions.

Cons

Customer support is awful, the product quality is weak and the way they treat customers is just bad.

“Costly extras”

Pros

It is pretty easy to use. The knowledge base layouts are clean and make it simple to organize content in nested sections.

Cons

The pricing is expensive and most of the tools you actually need end up being paid add-ons.

“powerful ticketing and customization”

Pros

Zendesk comes with a wide range of features and highly customizable templates. It is not as easy to use as some other CRMs so some training may be needed but that mainly comes from how many settings and options the platform gives you. Handling large volumes of tickets is very convenient and being able to respond to 100 tickets at once with templates that automatically include the client's name and details is a big advantage. Overall, it's a really great product. It is a bit expensive but the amount of functionality it includes makes it worthwhile and a strong benefit.

Cons

At times, the platform can feel quite complex and difficult to manage because of the large number of features it includes.

“organized ticket routing wins”

Pros

At our large global company we deal with a huge volume of incoming tickets so having Zendesk has been really valuable. It lets us sort and assign tickets efficiently, whether that's to specific employees or entire departments. That keeps the ticketing workflow organized and makes it much easier to respond quickly and send issues to the right place.

Cons

There are a few minor glitches from time to time. Every now and then, a random button or function won't work properly but it's usually nothing serious. Most of the time, trying again later usually within an hour fixes the problem.

“A pleasant discovery”

Pros

Zendesk Suite is highly customizable and overall still is like one of the industry standards for support software. Plus it's HIPAA compliant and simple for customers to use which is a big plus.

Cons

Dealing with their support was an awful experience. I had a problem for months that was originally caused by their own team and it never ended up getting resolved. I moved to another software before they fixed it. On top of that the reporting tools are very hard to work with.

“Platform for support teams”

Pros

Back in my previous job I used Zendesk while working in customer service and technical support. Based on that experience, the platform was very user friendly and easy to understand. It was especially helpful in day to day support work and I think it's a really good option for people who are just starting out in customer service because it doesn't take long to learn how to use it.

Cons

One thing I wasn't a big fan of was the way the interface looked. It wasn't overly complicated for me but I can see how it might feel a bit confusing for new users at first. That said, once you've been using the software for a while, you do get used to it. Another downside is their technical support which is quite poor. You may not need to contact them often but when you do, getting help can be difficult.

“powerful ticketing and live chat”

Pros

Zendesk is one of the best virtual ticketing support platforms for handling customer requests remotely. It lets support agents work through multiple tickets at once which helps prevent backlogs and makes it easier to respond to complaints, inquiries and service requests quickly. It also improves customer engagement through chat and real-time messaging features. Another plus is that it works well on both mobile devices and desktop.

Cons

One frustrating part of it is the difficulty with exporting data into JSON and CSV formats which makes data management harder than it should be. On top of that advanced features such as triggers and automation come at a subscription cost that feels too expensive.

“misleading enterprise features”

Pros

It is simple to use. You can open a free account, connect your email and begin right away. That low-friction setup is a big reason the company has become so popular in customer support software. When onboarding is this effortless, it is very hard to move away from them later. Still, that convenience does not make it a good solution.

Cons

The problems show up the moment you try to build the kind of more advanced setup that basically any digital company in 2021 needs from day one. Two things happened. First, features promoted for enterprise plans either were not actually available or were described in a very misleading way. For example, the sandbox environment. We were literally told it did not exist after we had already hired enterprise chat. Second, the customer support was terrible and terrible really is the right word. I do not usually like speaking badly about companies in public but this experience deserves it. Even with an account manager, I was repeatedly sent off to fill out registration forms myself for products, talk to multiple agents and handle the whole process just to get signed up and committed to payments... and the product was never delivered. Once they have you locked into paying, there is no real follow-up to make sure anything succeeds.

“powerful support suite”

Pros

This product is very easy to use. It's flexible enough to be customized for different business needs which really helps teams grow and operate more effectively. There's also a lot included in one platform, like a phone system, live chat, a knowledge base and a CRM-based ticketing system.

Cons

Every now and then, the system has crashed and that can create real problems when handling live operations.