Zendesk Suite Reviews

“agent onboarding and integrations shine”

Pros

The thing I like is that getting new agents up to speed is not a problem and the platform works well with the other systems we use.

Cons

Even though it handles our needs well for the price, too many features either come with an extra cost or aren't available unless you add a third-party marketplace app.

“All customer channels in one place”

Pros

Being able to reach and manage conversations with lots of customers across different platforms from a single place is the part I appreciate most about this software.

Cons

I honestly do not have anything I dislike about this software. It has worked well for me up to this point so I do not feel any changes are needed.

“excellent automation and reporting”

Pros

When it comes to finding a stronger alternative for ticket management, Zendesk stands out as one of the best options. It lets you set up macros and triggers, apply tags to tickets so filtering is much more manageable, route tickets efficiently and automate responses as well as follow-up replies. The reporting is also better than what I have seen in other ticketing systems. Another plus is being able to configure your own domain so the Zendesk URL stays hidden.

Cons

Setting up macros and triggers can be challenging so it would be better if that part were a bit more user friendly.

“fast ticket handling and tracking”

Pros

Zendesk's trigger options save us a lot of time on repetitive customer support tickets. That helps us respond quickly and resolve customer issues faster. I also really appreciate the tracking features since they let me monitor my team's progress on customer tickets.

Cons

The Facebook integration still needs work. As when we reply through this tool, nothing shows up on Facebook. That ends up hurting our response time on Facebook.

“Faster reports and better service”

Pros

Handling customer requests has been much quicker with Zendesk. With fewer employees available for customer service at the City, this has really helped us keep up with people asking whether their reports are ready and what the cost will be. The live chat makes communication with law offices about customer reports much faster and that has helped us sell accident reports more quickly. It filled the gap we had when we needed more support. Being able to email and chat with attorneys about their client's report and provide pricing through the multiple channels Zendesk offers has made serving customers much more efficient.

Cons

I honestly do not have any complaints because it has helped us so much that it is basically replacing the work four people used to handle.

“support was completely absent”

Pros

Honestly there really weren't any positives. The system felt confusing, hard to set up and not user friendly at all.

Cons

Pretty much everything was a problem but the worst part was the complete lack of customer service. It took three weeks just to get my account rep on the phone. There was no phone number or email available so getting support felt impossible. And when I finally did reach someone, they were no help at all. On top of that when I asked about a discount after already paying full price for an entire year, I was basically made fun of. Adding just one more user would have raised my monthly cost from $47 to $94 USD which I simply couldn't afford. Plus their account rep actually laughed and said, Haha well, if you're adding an employee sounds like you're doing well and can afford it!

“powerful support automation”

Pros

One of the biggest strengths of this product is its multi-channel support. The API integrations are amazing and the automation and trigger features work really well. They help customer support agents be more productive and also improve overall business efficiency.

Cons

It recently introduced Explore to replace their Insight analytics tool but it doesn't feel as good. Compared to Insight, Explore is much more complicated and not really up to the mark. On top of that the cost of training and learning is quite high and should be lowered.

“history tracking done right”

Pros

Keeping up with communication takes far less manual effort with this software. From a user perspective, it's excellent because it gives access to historical data whenever needed.

Cons

I honestly don't have any complaints. It looks like anything that ever needed improvement has already been addressed.

“excellent ticket tracking for orders”

Pros

Zendesk does a really good job of helping us keep track of tickets that come in for different orders.

Cons

It can feel pretty complicated for someone who isn't very tech-savvy.

“Very user friendly tools”

Pros

The user friendly design and functions make Zendesk Suite very simple to work with.

Cons

It would be even better if the software included more integration options.

“reliable ticketing and integrations”

Pros

Zendesk does a really good job of helping us stay on top of incoming support tickets. The workflow seems well organized, the integrations are amazing and it scales nicely as the team grows.

Cons

A couple of downsides are the cost which gets expensive as you add more team members and the fact that new hires need proper training to use it well.

“Helpful customer context”

Pros

Beyond handling website chats, this software lets you see exactly where a customer is reaching out from, including the product and page they're viewing on your site. Another nice bonus is that if they're already an existing customer in your database, their information appears automatically as well.

Cons

Every now and then, we've been logged out of the app unexpectedly but aside from that, nothing major.

“fantastic ticket tracking system”

Pros

Among the ticketing tools available, this is easily one of the best. Its structured approach to issue tracking helps resolve problems much faster and I can also see how many people are already viewing a ticket which means there's no need to follow up with them unnecessarily.

Cons

I haven't run into any drawbacks so far. The application has been working exactly as expected.

“Quick to setup”

Pros

Zendesk tool was up and running easily and the customization options along with the ability to build our knowledge base from the ground up, were the key reasons we chose it. Sharing and posting updates about feature functionality is also very simple.

Cons

One area that can be a bit confusing is the reporting interface, both internally and when working with business or integration partners especially for tracking issues. We're currently reviewing our process to figure out the best way to handle it.

“ticketing and onboarding done right”

Pros

Getting started with ticketing and adding users is not a problem. And the platform was simple to use and made those tasks easy to handle.

Cons

I honestly have no complaints. Everything worked right out of the box and needed very little configuration to get going.

“ATTENTIVE support”

Pros

Right out of the box the features and functionality are well suited for a Support team and there's also a lot of customization available. That has made it simple for us to set up workflows, routing and custom fields without much hassle. I have also been really impressed with the Knowledge Base and Community when it comes to questions about functionality and best practices. On top of that Zendesk Support has been an excellent resource as well.

Cons

One thing that has been frustrating is the limited customization for the CSAT survey, both in the survey design itself and how often it gets sent. To lower the survey frequency, I had to put together a fairly complicated combination of a custom user field, trigger, automation and changes to the existing CSAT automation.

“helpful chat routing and support”

Pros

Zendesk works as a strong platform for online customer-to-business sales and communication. I have used it for years, most recently with an online optometrist and it does a good job connecting shoppers with sales associates, checkout support and a reliable chatbot. The bot can quickly route questions to a human representative who has the right knowledge, as long as enough staff members are available at that time. It also allows multiple salespeople to communicate with customers, coordinate with each other and handle sales through the same service. From a consumer perspective, it's very simple to use.

Cons

The only downside I have noticed with it is that typed communication between sales staff and customers can take much longer than just speaking directly. While written replies may be more precise and accurate, waiting for associates to type out every detail can feel slow and frustrating. I enjoy it less when there are long pauses while waiting for answers that could be delivered much faster through verbal communication.

“terrible support and weak analytics”

Pros

It works with Segment and honestly that was the only reason we ended up using it.

Cons

Customer service is extremely poor. The analytics and campaign goal tracking are also very lacking. There's no way to let customers sign up through the website and the customer segmentation tools aren't good enough to build any real customer journey. On top of that they don't let you manage your account or even cancel without contacting a rep and the rep doesn't respond. It's pretty unbelievable that a company focused on customer support delivers such bad customer support.

“support impossible to reach”

Pros

This was the first chat software we used. It includes the basic features and some statistics although those reports cannot be downloaded. Still, it worked well for us up to a point.

Cons

The real problem came when we needed help. Support was completely unreachable. We tried emails, phone calls and other contact methods but never got any assistance. Even the chat on their website is handled by a bot which made it even more frustrating.

“Centralized knowledge and training”

Pros

Having Zendesk has been really helpful because it keeps our organization's knowledge base information in one central place and it also works well for completing monthly training certifications.

Cons

I haven't been using the software long enough to point out any issues yet. At this stage though, it has been very useful for our organization.