Zendesk Suite Reviews

“ticketing and integrations shine”

Pros

Managing tickets in Zendesk Suite is pretty easy and the setup didn't take much effort. It makes it simple to see which tickets are open for each user or business unit. The integrations with Slack and Salesforce also work really well so users can submit tickets easily and we're able to track the outcomes directly in Salesforce.

Cons

The downside is that some of the automation can be really confusing and certain settings are tucked away in places that are hard to locate. We have rules that automatically assign tickets to specific people but when a ticket actually belongs to someone else and needs to be reassigned, changing it becomes very difficult because the automation keeps assigning it back based on those rules.

“fast ticket handling and chat”

Pros

Replying to customers works really well with the core tools like macros, internal notes, plugins and live chat. Being able to open multiple tickets in a single window is also a big help during busy hours. Overall, it feels responsive, with no lag or long loading times.

Cons

The option to keep multiple tickets open is very useful but it does use a lot of RAM so opening too many at once can become an issue. I am also not a big fan of the pricing model where costs go up as you add more users. A subscription-based plan would feel more predictable and easier to budget for.

“all support in one place”

Pros

We use Support and Chat and it's been a really convenient way to manage customer service while keeping everything together in one place.

Cons

With its Support, it would be helpful if users got a notification letting them know they were submitting a ticket outside of business hours.

“Real-time support that delivers”

Pros

It fit in well with our website and made it much easier to answer visitors questions as they came in. Since multiple team members could use the app at the same time, we were able to handle real-time responses more efficiently.

Cons

The version I worked with didn't include social media channel integrations. If that gets added, all conversations and customer queries could be brought together in one place.

“flexible admin UX”

Pros

This was set up without making much of an effort and the admin side UX was a pleasure to work with. It made it simple to segment things clearly, keep track of what was happening and even enjoy testing out the different options.

Cons

One frustrating issue was a bug where the customer's name would randomly switch at times to the agent's name or even another customer's name. It was really irritating and they never managed to fix it.

“Great ticketing for busy teams”

Pros

When customer questions start piling up, Zendesk Suite really helps with its full set of tools and great ticket tracking. It handles a large number of support requests well and works nicely for bigger teams managing customer service together.

Cons

One frustrating issue is that it doesn't seem to work properly in Safari because it keeps flagging cookie-related problems. I still haven't been able to get it running there so I have to switch to another browser.

“Tricky to learn”

Pros

There were quite a few features to choose from and the pricing was budget-friendly. Customer support was just average. It could still be a good fit for someone with more experience.

Cons

Using it to design my webstore felt difficult especially as a beginner. That said someone with more experience might not have the same trouble.

“Weak reporting”

Pros

Since the move to Zendesk, a few features have definitely improved and the database tools continue to get better over time. Support tickets are usually answered fairly quickly and the available tools do a good job of keeping everything organized.

Cons

At times, uploading and exporting data can be problematic. There are also moments when data seems to disappear or gets deleted without any clear reason. On top of that the reporting section is fairly limited when it comes to working with data.

“powerful features after setup”

Pros

Once everything is configured, it's easy enough to use. Plus it has a lot of power behind it and comes with a very broad set of features.

Cons

Getting it set up in the first place can be pretty challenging. It's also not always clear how tickets are displayed from the customer's side.

“reliable support for ecommerce”

Pros

Running my ecommerce store has been much easier with Zendesk. It's been a really great tool for handling customer messages and keeping all client communication organized.

Cons

I honestly haven't run into any downsides so far. The interface is clean, plus I have been able to reply to customers faster and prevent a lot of potential chargebacks.

“clean interface and handy macros”

Pros

Zendesk Suite fit in nicely with our Microsoft MFA setup. The macro system for prewritten replies is also easy to use and the interface looks polished on both the agent side and the user side.

Cons

It still seems like it was built more for customer support and then adapted for IT use. It doesn't cover every part of IT ticket management especially since asset tracking is missing but aside from that, it handles just about everything else really well.

“Top choice for ticketing”

Pros

The tool was up and running without much of a hassle and it works well with just about everything since most platforms already integrate with it. It's pretty clear they're the market leader when it comes to ticketing software.

Cons

The frustrating part was trying to get help when problems came up. Whether it was billing, support requests or even basic questions, we kept getting bounced around with no real resolution. It was tremendously disappointing that a company built around ticketing delivered such a poor support experience itself. We were only light users and it felt like because our deal size was smaller, our questions didn't matter much which made the whole situation a nightmare.

“all-in-one support access”

Pros

Having single sign-on across everything has been a big plus since phone, email and chat are all available in one place without needing separate logins.

Cons

The only reason we couldn't continue was because of a contractual issue.

“user friendly backend management”

Pros

The backend management system is very user friendly and it doesn't take much time at all to learn how to set it up and start using it.

Cons

My only small complaint is that if the client you're chatting with goes offline, the messages or the conversation can end up getting erased.

“Slack integration and simple setup”

Pros

Zendesk Suite is very easy to use and the setup process doesn't take much effort. It also integrates well with a wide range of platforms which makes it more useful overall. The feature I appreciate most is the Slack integration since it fits nicely into our daily workflow.

Cons

One frustrating part is that the product doesn't seem to gain new features over time so it feels like there's very little improvement. Building reports that need data from multiple sources is quite difficult and there isn't an online knowledge base to rely on when trying to create those reports. It's also disappointing that there's no real ticket dashboard available, only ticket views which feels very limited.

“built for support teams”

Pros

Zendesk Suite feels like it was created specifically for handling support issues instead of being a CRM platform trying to tack on ticketing afterward. I also appreciated the multi-channel support since it lets customers send in requests through different types of media.

Cons

One part that felt a little frustrating was the reporting. It was somewhat difficult to work with because I couldn't just run a quick search to find the information I needed and instead had to build a report for it.

“flexible customization options”

Pros

The biggest advantage of this software is how customizable it is in nearly every aspect. It may not come packed with a huge number of built-in features but you can tailor it yourself or have a developer do it based on exactly what you need.

Cons

The downside is that the service can be fairly slow and there are also times when the product experiences downtime.

“Simple setup and integrations”

Pros

This software is very easy to use and the interface is user friendly. Also it integrates well with other tools like JIRA, Aircall and similar platforms without much hassle.

Cons

One issue comes up when working across several tabs. For example, when trying to view all of a client's open tickets, the software tends to slow down quite a bit and can feel a little finicky.

“feature-packed and essential”

Pros

It comes with a ton of features and helps us get customer feedback quickly and accurately. Once you get comfortable with it, it becomes an essential tool.

Cons

It does take some coding knowledge and it can feel difficult at first for someone completely new to it. Still, the downside isn't anything major.

“quick setup for support teams”

Pros

When you need to launch a support desk fast, Zendesk Suite is a really great option. Getting everything configured is also fairly easy and doesn't take much effort.

Cons

The cost can climb pretty quickly based on the features you select and the number of agents on your team. I also wish there were more customization options available for some of the built-in fields.