Zendesk Suite Reviews

“scalable support with fast resolutions”

Pros

As our company expanded, both the technical and purchasing support teams were dealing with a growing number of requests. Replying through a shared Gmail alias was no longer practical or efficient. Between the extra work of delegating tickets and our more complicated queue requirements, Zendesk ended up solving a lot of that administrative hassle. It also made coverage much easier whenever a tech support agent took a well-earned day off since no one had to worry about unattended emails. With flexible delegation and API integration available, our teams were able to respond faster and bring down average resolution times which led to happier customers and better collaboration across the company.

Cons

One problem we ran into was forwarding messages into the tool and making sure support staff remembered to switch the sender from the company forwarding address to the customer's address. After looking into it, our technical support team used its developer portal to build a macro that updates the field automatically. Since then it hasn't been a problem at all.

“reliable chat and reporting”

Pros

It is pretty easy to use and it makes chatting with clients feel simple and flawless. The analytics and reporting tools are also really convenient to use.

Cons

I honestly cannot think of any drawbacks right now. It's a really great live chat solution for any organization and I'd definitely recommend it.

“top-tier support”

Pros

The integration felt completely smooth. The product is top quality and the support team is just as impressive. The admin interface includes helpful stats and easy controls that make daily management much simpler. It really is like the customer support platform that just works, plain and simple.

Cons

Honestly nothing major comes to mind, aside from wishing there were a free version available.

“Positive exp.”

Pros

Compared with a lot of ticketing platforms that try to do too much, Zendesk Suite keeps customization more limited and honestly that works in its favor. It avoids loading agents down with endless stat-tracking and extra complexity. The interface seems well organized and it has been very reliable overall.

Cons

That said, the limited customization could definitely be a downside for some organizations. Also the automatic analytics features cost extra and are not included in the more affordable plans.

“organized ticket handling win”

Pros

Tickets were well organized, simple to sort through and quick to update. Whenever customer support requests started piling up, Zendesk made the workload feel much more manageable. Features like reassigning tickets and marking them complete or closed helped our support team stay fast and efficient throughout the day.

Cons

The interface is very boring. I know the job is simple just answer tickets and close them but I feel like customer support workers could really use more color and personality in the platform.

“User friendly ticket management”

Pros

Handling tickets in Zendesk Suite is very easy. The interface is well laid out so moving between tickets and incidents is simple and efficient. It's also a widely adopted platform which makes it much easier to train new coworkers and even customers who need to use it within internal systems.

Cons

It works really well overall but getting comfortable with the ticket flow and interface can take a few hours at first especially when compared with some other CRM platforms. After that initial learning period though it stops being a problem.

“Messy navigation”

Pros

Team organization improved a bit after we started using it and there was definitely less confusion across our operations floor.

Cons

That said the platform still felt sloppy to me. Navigation wasn't very user friendly and I was left wishing it were put together more cleanly.

“help desk done right”

Pros

Every interaction I have had with Zendesk has been extremely positive. It really makes running a help desk feel simple and manageable.

Cons

I honestly cannot point to any negative experiences.

“Highly customizable”

Pros

It is user friendly and there's also a lot of flexibility to customize things on the back end. We originally used it only for our IT team but later rolled it out to enrollment and student services as well and it has performed reliably in every case.

Cons

At times, the email integration can be a little confusing especially when it comes to understanding how replies work from both the customer side and the agent side.

“clean interface and reliable uptime”

Pros

From an end-user perspective, this software is very user friendly and offers a bit of customization as well. Also the interface is clean, simple to navigate and dependable overall. I haven't run into any major downtime issues while using it.

Cons

Since I haven't worked with this software on the administrative side, I cannot really say how manageable it is to maintain. Based on the features I have personally used, the overall feature set feels fairly average compared with other products in the industry.

“overpriced and no support”

Pros

Honestly there's nothing to point to here. They charge a lot of money and give you basically nothing in return.

Cons

Here's the problem with it. They charge a lot but if you're on the Essentials plan, you get no support at all. That same Essentials plan only includes 1 agent which still feels like a complete waste of money. After paying for a full year, asking for a refund gets you nowhere because they refuse it.

“powerful support insights”

Pros

When it comes to customer support, Zendesk is exactly the kind of tool you want to have. It gives us plenty of flexibility to tailor the platform around our product needs and tracking stats is very easy too. On top of that the wide range of features provides really valuable insights and helpful learnings for improving support overall.

Cons

Honestly I don't have any complaints. I used it for nearly a year while working in customer support and it really delivered the whole time. As far as I am concerned, it doesn't get much better than this.

“all-in-one call center hub”

Pros

Having used it across several call centers, Zendesk has been a fantastic tool to work with. It keeps everything you need right in front of you, like call history, customer details and other key information so accessing it during the day is really convenient.

Cons

The interface is not the most user friendly I have come across but after spending a little time with it, the app turns out to be excellent.

“Live chat feels more human”

Pros

The live chat addition has been a standout feature for me. It makes conversations feel much more personal and human compared with email exchanges that can drag on with a lot of back and forth.

Cons

At first messages through the tool felt less personal than getting an email directly from Human Resources and replies seemed slower too. But after using it more, I realized that was mainly because it is just the middle layer. The actual response speed depends on the person replying through the platform.

“reliable ticketing for support”

Pros

It is great for handling support. It makes tracking requests and staying on top of every issue very easy. The ticketing system works well and the way it manages tickets makes communicating with customers who need help feel much smoother.

Cons

One thing that could be better is the overall appearance of the platform. It has a pretty generic look and feel. It doesn't need to be flashy to work well but a more visually appealing interface could make it feel a little less intimidating for clients reaching out for support.

“organized ticket tracking hub”

Pros

Zendesk has been really useful for tracking and submitting changes across the different websites we manage. It helps us stay on top of new tickets as they come in and it also makes it simple to see when the latest response was sent back to the client. Everything stays organized in one place which makes managing tasks much more efficient.

Cons

The project hour reports feel a bit underwhelming especially the chart output. On top of that some of the colors are so similar that they can blend together and make the visuals harder to read.

“Responsive support”

Pros

Being able to quickly submit help tickets and communicate more clearly across different departments has been incredibly helpful. Zendesk is also very easy to use and the interface is simple and clean.

Cons

At one point it ran into a bug and was down for about an hour but their support team was extremely helpful and got everything back up and running quickly. They really seem to care about their customers.

“ticket tracking that delivers”

Pros

Across our company and with clients as well, we rely on Zendesk to stay on top of tickets, complaints and similar requests. It does a great job of helping us keep everything organized and properly tracked.

Cons

At this point I really haven't run into any issues with the app. It suits what we need right now and if anything changes or I come across a problem later, I'd update my review.

“Underhanded renewal and no refund”

Pros

The interface is fairly decent and it handles HTML emails better than a lot of other tools.

Cons

The biggest problem was being auto-renewed for another year, then cancelling right away and still being denied a refund. I had no idea my account was set to auto-renew. I honestly thought I had already turned that off but looking back, it feels like they may not even give you a real way to disable auto-renew at all. Instead, it seems you have to submit a cancellation request in writing 30 days ahead of time which feels ridiculous for a SaaS product. On top of that there was no advance warning that the renewal date was coming up or that I was about to be charged again. The second I saw the charge hit my credit card, I cancelled and asked for a refund especially since this was an expensive annual plan. All I got back was a canned response pointing to some buried sentence in their massive terms of service that basically says they never issue refunds for any reason. It really seems like they avoid sending renewal notices on purpose so they can squeeze one last payment out of people who likely no longer want the service. That feels extremely shady and unethical. I work in an industry where I could have referred clients to them if the product had been a better fit but after this, there is absolutely no chance I would ever recommend them. If anything, I'll be warning people away, leaving negative reviews wherever I can and filing a complaint with the Better Business Bureau.

“flexible reports and automation”

Pros

Using Zendesk Suite has made it much easier to spot customer behavior patterns through calls while also helping keep data organized. It works well across several internet browsers which is a big plus. The dashboard is very useful for checking reports and graphs making management tasks more practical. It also includes automation features that let you create predefined responses which saves a lot of time.

Cons

One downside is that billing is charged in dollars. Support is also quite limited on the more basic plans.