Zendesk Suite Reviews

“powerful ticketing setup”

Pros

An excellent ticketing tool that's practical and easy to get up and running.

Cons

You do need a basic level of knowledge of the software at first but once that's in place, it becomes simple to use.

“reliable ticket support hub”

Pros

The support section is easily my favorite part of Zendesk Suite. I rely on it every single day to handle support tickets across multiple sites and it does that job really well.

Cons

I wasn't happy that it doesn't include a native dark mode. Staring at a bright white background on a webpage all day isn't ideal. The good news is that it works with several dark mode apps and browser extensions.

“all channels in one place”

Pros

Zendesk Suite gives you one customer service platform where you can handle different channels like email, chat, phone and social media from a single interface. That makes the whole support process more efficient and gives a clear overview of every customer interaction.

Cons

The software comes with a very extensive feature set which can feel overwhelming when you're new to it. It may take some time to learn everything it can do and figure out the right configuration for your team.

“AMAZING”

Pros

It's been a highly reliable platform for handling tickets, chats and phone support in one place. The dashboard and interface are organized well which makes daily work and tracking things much more manageable. It also integrates with a lot of other tools and getting started with it doesn't take much effort.

Cons

A strong internet connection is really necessary, otherwise performance starts to suffer. There have also been frequent downtime issues reported over the past few months.

“reliable ticketing and self-service”

Pros

It keeps us closely connected with our customers. Its ticketing system helps us respond to customer emails quickly and makes sure no messages slip through the cracks. Being able to generate tickets through the API, external email and the web plugin is a key part of how we manage communication. The FAQ feature in the web plugin also reduces the number of incoming questions and gives customers a convenient way to find answers on their own before contacting us.

Cons

The setup process can be somewhat confusing especially when it comes to managing users across both the admin and support areas of the suite. We also ran into some setup challenges with the complexity of macros and with making sure messages from multiple emails are threaded together properly.

“Staying connected all around”

Pros

I really enjoy how well it keeps me connected with coworkers, managers and even school contacts. It makes communication feel more organized and accessible.

Cons

Well the only downside for me is that sometimes I wish I could just turn it off for a while when I need a break from work. Lol.

“unauthorized charge and no refund”

Pros

I honestly haven't come across any real advantages with this service.

Cons

Umm I am leaving this review because its leadership should be aware of a situation that seriously undermines confidence in your commitment to customer satisfaction. On November 13, 2024, our company was billed $138 for a two-user subscription on Zendesk.com even though we had not used the service for the previous 3 to 4 months. If you review the user activity logs, they should clearly show that no one on our team logged into the platform during that time. We reached out several times trying to get this resolved, including through customer support but the response was not helpful. Instead of addressing the unauthorized charge properly, your team advised us to attach a non-working credit card to the account while still insisting that no refund would be given. That response was both frustrating and disappointing. It positions itself as a platform that helps companies build loyalty and improve customer experiences which makes this even more ironic. Refusing to correct an unfair charge only damages trust in your own brand. Issuing a refund would show that it actually values its customers and is willing to act with fairness and proper customer care.

“versatile features overall”

Pros

Having a wide range of options is definitely a plus.

Cons

A few parts of the platform can be a little tricky to navigate at first.

“handy for client communication”

Pros

As a graphic designer I have found it really useful for keeping up with client messages, feedback and incoming project requests all in one place.

Cons

If your design work is mostly creative and doesn't involve much customer service, the software can end up feeling like more than you actually need.

“Powerful integrations and flexibility”

Pros

The platform is quite powerful and that depth gives it a broad range of integration options that can be adapted to different business needs.

Cons

That said the features don't seem to align especially well with our business model which ends up making our agents' work more complicated and more time-consuming.

“good chat support hub”

Pros

It works well as a single platform for live chat and online help support.

Cons

At the same time the overall system is quite complex and not always that useful as a complete solution.

“It makes customer support easy”

Pros

We used Zendesk to manage our support tickets, and it was a game changer for us. Instead of losing track of important issues via email, everything was logged and tracked within the system. This allowed us to significantly improve our response times.

Cons

I've found that it can get a bit expensive if I need to access more advanced features.

“A reliable platform with strong integration options”

Pros

The user interface is incredibly simple and easy to use. I love how it consolidates all support channels, whether it's email, chat, social media, or others, into a single platform. This made managing support requests so much simpler. Plus, it integrates seamlessly with other software we use, which has been a huge plus.

Cons

For advanced users, there are limited customization options, and the pricing can be pretty high, especially for smaller businesses like mine.

“A great solution for customer service needs”

Pros

One of the things I appreciate most about Zendesk is how easy it is to use. It pulls together all the data I need when I need it, and the simplicity of the interface makes it easy to navigate.

Cons

I can't say there's anything about this program that I don't like.

“Perfect for marketing tickets”

Pros

Zendesk is super easy to use and navigate. It's almost self-explanatory, and I didn't need to spend too much time learning how to use it. The features are fantastic, and everything works easily.

Cons

Like any other ticketing system, there's a significant potential for user error.

“frustrating voicemail limits”

Pros

The platform is user friendly and offers plenty of features that work well for a small business.

Cons

Trying to locate the voicemail settings can be a bit confusing and it also fails to retain records beyond 90 days.

“FAQs saves support time”

Pros

Most of the value I get from it comes from the FAQ feature and it cuts down the time I have to spend on customer support quite a bit.

Cons

There was a problem with the helpdesk chat pop-up on my Shopify website but the support team responded quickly and got it sorted out fast.

“user friendly support experience”

Pros

The interface is very user friendly which makes it helpful and approachable for end users.

Cons

One area that could be better is the integration with third-party tools, as it still seems to need some improvement.

“attentive support every time”

Pros

It has been fantastic for us. We use it across several of our internal programs and their team stays on top of every support request that comes through.

Cons

At this point I don't have a single complaint.

“all support channels in one place”

Pros

Bringing email, chat social media and phone together in one platform makes customer support feel much more connected and consistent. It creates a better experience for handling conversations across different channels without jumping between separate tools.

Cons

The cost can climb pretty quickly especially for smaller businesses that start scaling or need access to more advanced features. The per-agent pricing setup can also be a drawback for teams that are growing.