Zendesk Suite Reviews

“Clean ticketing method”

Pros

As a customer support platform, this works really well for teams that handle a lot of requests. The ticketing system feels clean and polished and reassigning tickets to different owners is quick and convenient.

Cons

A few parts of the software can still be a little confusing especially when product updates change how things work. On top of that the pricing feels somewhat high.

“top-tier ticketing simplicity”

Pros

After working with customer support tools for more than 10 years, Zendesk stands out as one of the top two ticketing platforms I have used. It's very user friendly, quick to learn and easy to work with.

Cons

Its biggest advantage to me was how simple it is especially when compared with platforms like Salesforce. That said, teams with more advanced or highly complex requirements may run into limitations since there's only so much customization and flexibility the system offers.

“macros make support faster”

Pros

There are plenty of positives I can say about this app. It's simple to use, easy to manage and features like macros make day to day work much easier.

Cons

One thing I am not happy about is the reporting change. Insight is being retired and having reporting moved over to Explore isn't favorable to me.

“user friendly and quick to train”

Pros

Zendesk Suite is very easy to use. The customization features are helpful and the platform is extremely user friendly overall. Everything is laid out in a way that just makes sense which makes training new team members much easier compared with other platforms.

Cons

One downside is that it can be a bit pricier than some competing options. It also doesn't offer quite as many customization capabilities as certain competitors, such as Kustomer.

“refund policy feels deceptive”

Pros

Honestly not a single thing stood out in a good way because the system is confusing. I started with the trial but it was so limited that I went ahead and bought a subscription, assuming they would offer a refund if the product turned out not to be the right fit, like most other companies I have dealt with.

Cons

This felt like a complete rip-off. They dragged me through six months of back-and-forth emails because there's no direct way to call them. First I was told they couldn't find any record of the charge and later they replied saying they do not give refunds. If that had been made clear upfront instead of being buried in tiny print, I could have disputed the charge with my credit card company or simply never subscribed at all. Very bad business practices.

“strong team coverage tools”

Pros

A collaborative setup like this has really helped our team and the organization stay ahead of our SLA targets. The round table feature makes a big difference because it helps keep coverage consistent across all support specialists even when someone steps away for a break or leaves for lunch.

Cons

Overall, the platform feels very complete and there is nothing that really stands out as a major problem. We have occasionally run into missed chats or duplicate chats but it happens rarely and has not been an ongoing issue.

“Tools for better coaching”

Pros

There's a lot you can customize to keep a close eye on the customer service experience and the option to listen in on phone calls for real-time coaching has been especially valuable.

Cons

Every now and then, we run into small issues with emails not being delivered or tickets not closing properly but overall we've been very happy with it since launching the business.

“reliable calling and recordings”

Pros

Zendesk Talk has been part of my daily work for the last four years and my company along with our sister companies all rely on it. The system is organized by brands which helps us manage multiple companies without much trouble. We handle both incoming and outgoing calls through the software and issues almost never come up. When something does need attention, it is usually resolved with a small settings adjustment or by granting the right permissions. Our software support team and professional services team both use it to stay connected and keep everyone updated. I have even recommended Zendesk Talk to many people in the IT field because it works reliably even with lower internet speed and does not consume much bandwidth. Overall, I have been very happy with it. The biggest advantages for me are being able to place calls, transfer them, access call recordings and merge calls when needed.

Cons

One area that could definitely be improved is the call transfer flow since it currently involves more steps than it should. It would also help a lot if users could call one another internally through something like an extension system within the platform. Text-to-speech is still missing which feels like a gap. Another issue is that when two users try to update the same case at the same time, it results in an error.

“TIDY interface”

Pros

The interface looks really polished and it doesn't take long to get comfortable with the platform. There's also a helpful community, plenty of useful add-ons and it integrates well with other SaaS tools.

Cons

Pricing is fairly reasonable for small and mid-sized companies but for larger enterprises, the cost increases quite a bit.

“all-in-one customer tracking”

Pros

Being able to track sales and enter all customer or patient information online in one place is something I really appreciate especially since it saves me from jumping between different pages.

Cons

One thing I'd still like to see is the option to preset deals and simply select them later, instead of having to type them out manually every single time.

“Ideal ticket hub”

Pros

It gives us one central place to manage support tickets which has been especially useful for internal requests. Instead of dealing with coworkers issues through email or chat and letting those channels get cluttered, everything can be routed into its own dedicated space. The email notifications and Slack integration are really helpful too since you know right away when something new comes in. It also connects tickets with JIRA so when a problem needs input from another team, that handoff is much more connected and traceable. Another benefit is that it creates a better layer of anonymity when you don't want the focus to be on exactly who is handling a request which works much better here than in email or Slack. On top of that the stats and reporting, ticket tags, required fields and macros for automating workflows all add a lot of value. If your work involves managing a high volume of issues of different kinds, Zendesk is a very useful platform to have.

Cons

Even though it works well as a centralized support system, there are still a few things that could be improved. One long-standing annoyance is that a ticket can still reopen when someone replies just to say thanks and that's something users have wanted fixed for quite a while without any real change. The help center for writing and managing articles is also somewhat confusing to move around in especially when trying to switch between viewing and editing since the navigation follows some very specific paths. On top of that the article formatting tools are pretty limited and seem awkward to use. If you need to create anything beyond very basic, plain text content, it often makes more sense to link out to another platform with better formatting options, like Google Docs.

“reliable support tools for teams”

Pros

Zendesk has been a dependable platform for us especially because the ticketing system and autofill forms are consistently available when we need them. It also helps a lot with handling call-related questions since it supports responses for customers coming from different communication channels and can guide them through help articles before they reach out directly to managers. Zendesk works well for guest and customer management because the tools make email handoffs simple, allow internal notes and let us keep phone call records and voice memos for employee-only use. Altogether, these features are essential for managing customer accounts effectively. I would definitely recommend it because every satisfied customer feels like another success.

Cons

One issue with this capable application is that some long-requested features customers have asked for in the community still have not been added to the product. The interface is also not the most visually appealing even though it does place all the functions in one place so it can take quite a bit of time to really learn the system and use it to its full potential. There are still several changes that could improve workflows and create better interaction between the company and its customers. The online training is not as complete as it could be either since there are no fast-moving forums or personalized training options. Another downside is that there is no free trial so you are pushed toward choosing a paid plan before being able to properly test all of the available features.

“helpful workflows and quick replies”

Pros

It has a user friendly interface and being able to save custom form responses makes handling common issues much faster. Assigning tickets to specific team members is also not a problem and the option to leave internal notes on tickets is really useful for team coordination. It also lets you send satisfaction surveys automatically to measure how effective your responses are and turning those surveys off is just as simple when you don't want them going out to customers.

Cons

One thing that gets frustrating is that tickets aren't connected by customer or submitter so you cannot view every conversation with the same person in one place. If you need to look back at earlier messages, you have to open each ticket separately in different windows which makes it inconvenient when you're trying to reference an older ticket while replying to a current one.

“Great support across every site”

Pros

With our IT team at headquarters and over 70 satellite locations to support, Zendesk has become the central place for every IT request. It's very easy for end users to use. You just log in, submit a new ticket or check on an existing one. It's also easy to communicate with the person handling the request either on the web page or through email since updates stay synced in both places. I'd absolutely recommend it.

Cons

I honestly haven't come across any downsides with this software. Since I am only using it as an end user, I cannot really speak to the admin side but our IT team appears to be very happy with the tool too.

“helpful ticket tracking”

Pros

Submitting an IT support ticket with this tool is really easy. After I send in an issue, I can follow the comments from our IT team and keep up with the progress until it's resolved.

Cons

The switch from emailing our usual company support address took some getting used to. I still lean toward email but I understand why the IT team needs a more standardized process.

“well-built help desk platform”

Pros

Everything works reliably and the software is thoughtfully designed. It's put together really well and makes running a help desk easy.

Cons

The biggest frustration is the support or really the lack of it. When you need help with the software, it can take an extremely long time to hear back. You pretty much need to know your way around it already because getting in touch with them and getting assistance is very difficult.

“powerful helpdesk for customer support”

Pros

Even during the trial it proved to be an amazing platform for chatting with customers. It worked well as a helpdesk solution and helped us improve overall customer satisfaction.

Cons

There is a bit of a learning curve if you are not already familiar with how it works. That may have been part of my situation since I was filling in for someone else who was the administrator and using it on their behalf.

“helpful issue tracking and communication”

Pros

Keeping in touch with both clients and vendors is very convenient and it makes tracking issues much easier to manage.

Cons

One recurring problem is that attachments sometimes cannot be opened by the recipient when the other side isn't using it.

“fantastic all-in-one support hub”

Pros

Zendesk has taken care of so many problems for us in a single platform. The pricing feels fair for what you get. I can handle live chats with several clients at once or speak with them one-on-one when needed. Sending files directly to a client's PC works without any trouble and that really helps them feel secure.

Cons

Honestly I don't have anything negative to say about this software. It's been brilliant.

“powerful reporting and flexible exports”

Pros

Putting reports together is very easy and the platform makes it simple to export data in multiple formats while breaking down performance clearly.

Cons

At the beginning, getting around the reporting side was a bit challenging because a lot of preset configuration was needed to produce the right and accurate analysis.