Zendesk Suite Reviews

“fast ticket handling tools”

Pros

Handling dozens sometimes even a hundred tickets in a day is much more manageable with Zendesk. It performs really well for ticket and email management and the layout is simple enough that it doesn't feel confusing to navigate. Saving and updating macros and templates is also simple which helps a lot when replying to customers quickly.

Cons

One issue I ran into was while working on a ticket, another person opened that same ticket at the same time. Even though there's an eye indicator showing that someone is already in it, other users still end up accessing it and sometimes even closing it without giving a response or resolving the issue.

“Aids better teamwork and social replies”

Pros

One of the biggest advantages is the collaboration side of Zendesk. It helps teams communicate much more effectively with customers as well as the internal stakeholders involved and that has been a very welcome improvement. Another strong feature is its integration with major social media platforms like Twitter and Facebook which lets customer care teams respond much faster.

Cons

This platform can be a bit challenging for smaller companies so I probably wouldn't recommend it for that type of business. On the other hand, if you're a mid-sized company, it's worth adopting so your team can get familiar with the system. Also merging tickets can be frustrating at times.

“Nothing so special about it”

Pros

Zendesk Suite works well as a ticketing system and it really performs best once automation is in place. It's also used pretty widely across the industry so there's plenty of community knowledge, forum discussions and support resources available when you need help.

Cons

At this point the platform seems dated. It doesn't seem like it has evolved much alongside modern DevOps practices and still feels more rooted in a traditional ticketing model. On top of that even with DKIM, SPF and DMARC configured, emails sent through the ticketing system still end up flagged as spam fairly often.

“helpful articles and responsive support”

Pros

Even though Zendesk is a fairly complex and detailed platform, it's been surprisingly simple to get the hang of thanks to the really helpful articles and the support chat which is also very easy to access when I need assistance from Zendesk agents.

Cons

At this point I honestly haven't come across anything I dislike yet.

“multichannel support in 40 languages”

Pros

Keeping customers satisfied is much easier with this platform since you can reach them through text, email, live chat and social media all in one place. It feels like a very strong solution especially because it's available in 40 different languages.

Cons

One issue is that messages can occasionally be missed if you're not checking it regularly.

“Support workflow hub”

Pros

Running a support organization with Zendesk Suite has been excellent. The reporting dashboard is one of its strongest features for analyzing day to day workflow. It lets you assign tickets, track their progress and stay on top of customer requests. It's a very effective platform for prioritizing customer issues and responding to them quickly.

Cons

A few parts of the reporting functionality are complicated especially when it comes to building reporting dashboards inside it. There are also several limitations around creating charts and graphs to present data clearly within those dashboards.

“basic interface seems outdated”

Pros

Honestly there was very little about this software that appealed to me. Compared with Zoho which I used successfully for many years, it felt quite primitive.

Cons

The interface was extremely basic and came across as light years behind the CRM we were using before.

“Clear ticket handling at scale”

Pros

Coming into this job I had never used Zendesk before but it felt clear and transparent from day one. It makes managing thousands of messages every day realistic and organized. On top of that it's very helpful for following multiple ongoing issues at the same time while keeping everything understandable and easy to access.

Cons

There really is not much to complain about. In roughly a year and a half of using it, I only ran into two major server outages that stopped work completely. Even then both issues were resolved pretty quickly.

“reliable omnichannel support hub”

Pros

A dependable and stable platform overall, with plenty of integrations that let you centralize support and manage just about every channel in one place.

Cons

It's not the most efficient option for handling certain ticket types, like those coming from social media and the setup can take quite a bit of time.

“Very poor support”

Pros

Honestly there wasn't a single part of using Zendesk that I enjoyed. My small business stayed with it for four years and it let me down over and over the entire time.

Cons

Using it has been frustrating from every angle. The interface is terrible, switching between chat and email support for customers is awkward and clumsy, their customer service is slow and seems indifferent and the price is far too high for what you actually get.

“helpful real-time support tools”

Pros

Having real-time visibility into users on the website is really useful and it makes responding to customers much more convenient for the team.

Cons

Its interface could definitely be improved. Plus in the beginning it can feel a little difficult to navigate.

“custom forms boosted response times”

Pros

Being able to build highly customized ticket forms in the help center made a big difference for our support flow. It really improved how requests are handled and helped reduce our SLA times.

Cons

Setting things up and making changes is not very easy. We had to spend a lot of time going through the help center before we could get the forms working the way we wanted.

“Slick features and flexible setup”

Pros

We chose Zendesk Suite largely because of its strong brand reputation as a customer service platform but overall it has been a little disappointing. It definitely looks polished and offers plenty of functionality and different ways to use it but we are not really getting full value from it. The add-ons are quite expensive and when you weigh the cost against the benefit, it does not feel like the best fit for an SME.

Cons

Moving from chat to ticket logging and using some of the other features is more complicated than it should. It also has several different products under the same brand and the whole experience could be much simpler.

“flexible communication features”

Pros

Zendesk Suite works really well for both internal and external communication. One feature I especially appreciate is being able to leave internal notes that are only visible to specific teammates, while keeping public replies available for everyone else. The option to add email signatures is another strong advantage.

Cons

There are times when it crashes unexpectedly and it doesn't always save the changes that were made. The app also has a habit of occasionally restarting on its own.

“Feature packed and reliable”

Pros

Compared with other similar tools, Zendesk offers a tremendous range of functionalities and features. We've been using it on our website and we're very happy with the results.

Cons

It is a bit on the expensive side but overall it's still a very good product.

“admin visibility and ticket control”

Pros

Having the ability to assign tickets and, as an admin, view other users tickets was really helpful.

Cons

One serious problem was the spam filter which couldn't be disabled. Because of that, we went for months without receiving messages from some customers and had no idea it was happening. Support wasn't helpful in fixing the issue so we eventually moved to LiveAgent which doesn't use that same filter.

“ticket volume handled brilliantly”

Pros

Getting started was quick and we're already managing more than 100,000 tickets in the system. We use the knowledge base too although keeping it up to date can be a bit challenging. I also really appreciate how every user's tickets appear alongside their most recent one which gives a clear overall view. Another useful feature is that tickets can be created automatically from Twitter @mentions, including replies posted on the customer's channel.

Cons

The downside is that it's a very expensive platform and a lot of features feel like upsells.

“everything covered brilliantly”

Pros

From day one Zendesk Suite has made my work feel effortless. Everything I need is right at my fingertips and I am honestly amazed by how useful this software is in day to day use.

Cons

I really don't have any complaints. It feels like they covered every aspect and then went beyond that. It's a very well-thought-out piece of software.

“Quick calls and clear tickets”

Pros

All the features are very easy to use. And for what I needed, everything was simple. Pulling up ticket details and then contacting the right person by phone or email was fast and convenient.

Cons

Ticket management was frustrating especially at the company I worked for where multiple people were often involved in the same tickets. It was too easy for tickets to get misplaced or become disorganized in the queue and there didn't seem to be enough safeguards to stop someone from accidentally removing you from a ticket which meant losing your history with it. There really should be a record of every ticket you've interacted with so even after it's no longer assigned to you, you can still look it up again if needed.

“fantastic for client care”

Pros

Getting people up to speed on this doesn't take much time which is a big plus. Taking care of clients is a top priority and this platform does a wonderful job supporting that.

Cons

The only thing that could be better is how quickly customer support can be reached but other than that, it's been excellent.