Zendesk Suite Reviews

“flexible tools and handy alerts”

Pros

The platform is easy to work with, flexible enough for different needs and the email alerts are really useful.

Cons

When we tried to use the Guide feature as a customer knowledge base, the security settings didn't meet our needs. After reaching out to support, their response made it seem like our request to better protect that information was unreasonable.

“Feature-packed support powerhouse”

Pros

Zendesk has been one of the best tools I have used because it packs in many genuinely useful features. You can build macros for repetitive questions which saves a lot of time when responding and they can also trigger multiple actions like changing the assignee or status. You can create your own macros or even make them available for the forum. Adding specific tags helps organize tickets based on business needs and creating and applying tags is easy. Depending on your access, you can pull reports for yourself or your team to analyze traffic, SLA compliance, CSAT/DSAT scores and tickets handled or resolved. You're also able to set up multiple queues to manage different lines of business within one CRM. Internal notes can be added for team members to reference on a ticket and you can tag them too which sends an email notification. Groups can be created based on departments like Sales, Customer Service or Engineering and access can be granted or restricted accordingly. Finally, you can merge two tickets and choose whether or not to notify the requester about it.

Cons

The downsides are pretty limited compared to the benefits. 1. Themes - There aren't any theme options besides the standard classic green version. 2. Emails - Once an email has been sent, there's no option to recall it. 3. Pricing - The pricing could be more flexible to attract new prospects.

“analytics finally on track”

Pros

It's impressive to see how far Zendesk Suite has come. With Zendesk Explore, there's now an entirely new platform dedicated to analytics.

Cons

The frustrating part was how long it took them to finally invest in stronger reporting and more useful analytical data.

“chat workflows that really deliver”

Pros

Working in online customer support, I genuinely enjoyed using it. Since most of my role was focused on live chat, Zendesk Chat fit our customers needs really well. One feature that helped a lot was saved replies as I could quickly pick one, tailor it a bit and send a timely response without making the conversation feel robotic. I also got a kick out of the notification sounds. Every new chat came in with a bit of personality and having several sound options was a fun touch. Overall, Zendesk Chat helped me stay sharp and confident in my work especially when I was handling up to five chats at once and still making sure every customer received a prompt reply. As mentioned, the saved replies were an absolute lifesaver.

Cons

One thing I did notice was that it could get a little slow especially when many people across the organization were logged in and using it at the same time. There were occasional lag issues even though my internet connection was good and I was working on a powerful Intel i7 machine. Most of the slowdown seemed to happen while using the live chat feature.

“powerful customization and analytics”

Pros

It gives us a very efficient, well-organized support desk thanks to how much customization it offers. The analytics make it simple to spot communication gaps and notice when content is becoming outdated. It can be as detailed as you want, while still being clear enough for new employees to pick up quickly.

Cons

There really are no major issues with the tool. A few smaller features could still be added here and there but that mostly comes down to different users having different needs and preferences.

“Quick guide”

Pros

Zendesk Suite works really well on the Support side. Managing users and handling ticket routing is pretty easy too and Guide is handy when you need to launch a knowledge base without much delay.

Cons

The internationalization features could be much better. There are quite a few cases where something doesn't work the way you expect or a feature you need is noticeably missing.

“helpful website chat and tracking”

Pros

Using Zendesk on my website let me chat directly with customers and it was also really useful for keeping track of customer activity.

Cons

I don't really have any negative feedback about this software. I'd be happy to use it again in the future.

“Strong integrations”

Pros

Zendesk Suite worked well with most of the tools in our tech stack and our team was able to get up and running without much delay. The onboarding process for employees was relatively quick which made adoption a lot easier.

Cons

One area that still needs work is the UI. I think improving it would help them attract even more clients. The live chat interface especially could use the same kind of improvements that have already been made on the admin side.

“powerful macros and smart routing”

Pros

Getting past the basic tools took a bit of time but once I became familiar with more of the platform, I really started to love it. One of the most useful features is macros which are templates for emails or replies you send often. Instead of rewriting the same response every time, you can just pull it up when you need it. You can create plenty of them and label them in a way that makes them simple to find later. It also lets you use tags to insert the user's name or any other detail you need. Another feature I rely on a lot especially since I work with a larger team, is the ability to assign tickets to other users. That makes it simple to pass a ticket to a teammate so they can respond or review it for you. There are honestly so many features in this system that it's impossible to list them all and they've all been very useful. It can even recognize the language of a message and automatically route it to the team member who handles that language.

Cons

I am not sure this really counts as a downside but I would love to see more video tutorials that explain specific features and how they can be used in different teams or companies. There are plenty of help pages available but when you need something very specific, you usually end up reaching out to customer support. That's not necessarily a bad thing, it just adds extra time.

“best ticketing platform yet”

Pros

Zendesk is by far the most user friendly ticketing system I have worked with, whether I am reaching out for support as a customer or using it internally as an agent or admin.

Cons

Honestly I don't have any complaints. Even features that used to feel somewhat limited have been consistently improved and the platform keeps evolving to match customer service demands and future needs.

“flexible integrations and knowledge base”

Pros

This product was very easy to use. It connects with just about any software you need which makes the support workflow much more organized and efficient. We were able to integrate JIRA, Slack, Gmail and TalkDesk without much trouble. It also gives you the option to build a knowledge base directly inside the system which is really useful.

Cons

The automation setup can be a bit tricky at first although it becomes very worthwhile once you understand how the process works. Looking up older tickets for reference can also feel tedious and the search experience seems somewhat scattered.

“Mobile app feels limited”

Pros

Zendesk Suite does a good job of helping support teams track metrics, SLAs and agent performance accurately, all within the Zendesk ticketing system. It also helps organize customer interactions with your company in one place which is useful for managing support workflows.

Cons

On the customer side, mobile app support feels quite limited since sending images or videos isn't possible there and only works through desktop web browsers. For agents, the platform also falls short when it comes to deeper customization and the interface isn't particularly well designed.

“fantastic ticket tracking hub”

Pros

Keeping tabs on open and closed support tickets is really easy with Zendesk Suite. It also connects well with other platforms, including e-commerce sales channels so all customer order details are pulled into one place and it's much faster to gather the information needed to help customers and users.

Cons

It's built specifically for ticket management and it performs that role extremely well. I really don't have any complaints.

“Fast ticketing win”

Pros

Handling support tickets with Zendesk is quick and easy. The part I value most is having multiple communication channels in one place, including email, calls and voicemails. The alert system is also very useful and the ticket tracking features help keep everything organized. On top of that the pricing is lower than many other platforms available in the market.

Cons

Certain setup options are so detailed that the current documentation is not enough to fully understand how to configure the software properly. It would also be much better if the documentation were offered in more languages.

“centralized support hub”

Pros

It has become the main place we manage customer requests and support issues. Customers can reach out through several different channels and everything comes into one shared interface which makes it much easier for our team to stay on top of open tickets and work through them efficiently.

Cons

Some features that would be really helpful for smaller teams are locked into the more expensive plans. Our team only has 5 people so we're on the basic package and oddly enough we cannot access older tickets because they seem to disappear from view a few days after they've been closed.

“faster customer support connections”

Pros

Zendesk Suite has created a much more efficient way for our customer service team to communicate with customers. At this point customers are able to reach us much more quickly through Zendesk.

Cons

Getting it fully integrated with the IT system used by our customer service team took some time. There are also a few technical issues from time to time although they happen rarely.

“outdated tech and greedy approach”

Pros

Honestly there's nothing positive I can point to here. The company comes across as greedy and it feels like they don't care about what customers actually need. You're treated like a number instead of a valued customer.

Cons

Pretty much everything feels built on technology that's over 10 years old. They haven't kept up with changes in the industry and instead of improving the core product, they just keep piling on new ideas that feel half-baked.

“powerful integrations and flexibility”

Pros

Zendesk Suite has been a really amazing tool for our team for quite a while. The open API is a big plus especially since it lets us connect with platforms like Wrike, 3CX and Teams without much hassle.

Cons

The VOIP side is honestly very poor. Their SIP trunking feels unreliable and the call connections drop all the time which makes the voice system really frustrating to deal with.

“fast ticket handling”

Pros

One thing that really helps is how simple it is for customers to send in support tickets through this software. That makes it much easier for me to stay on top of their issues and connect with the right internal teams faster so we can get things resolved sooner.

Cons

At times, tracking incoming phone calls can be a problem especially when the customer doesn't already exist in the system.

“chat app hurts performance”

Pros

At the beginning the platform worked well for us and we didn't run into any problems. Things changed once they began adding extra non-native products. For example, their chat app slowed our website down by at least 30% and when we switched to Intercom, our users responded positively right away.

Cons

Their chat software absolutely drains your website's performance.