Zendesk Suite Reviews

“Best ticketing workflow”

Pros

After using Zendesk daily for a little over a year, I can honestly say it's the best ticket management software I have worked with. My whole job runs through ZD so I have had plenty of hands-on time to learn it inside and out. The layout makes sense, it is user friendly and it offers a huge range of features without becoming overwhelming. Overall, it's incredibly user friendly and works really well.

Cons

Honestly none. I have been this tool every day, all day, for just over a year and I still cannot point to a single problem I have run into with it.

“reliable integrations and help center”

Pros

The user guide and help center have been genuinely useful and getting everything set up only took a moderate level of technical know-how. The API integration is also simple and there are lots of options when it comes to connecting third-party tools. On top of that I have hardly ever noticed any server downtime.

Cons

Pricing is the frustrating part. If you really want to get the most out of the platform, you're pretty much pushed toward the Enterprise plan. Otherwise, the lower-tier plans usually end up requiring extra add-on packs just to cover normal business needs.

“Customer insights and helpful automation”

Pros

One thing that really improved for us was the overall user experience. With continuous monitoring of the service we provide, it became much easier to understand our customers better and spot behavior patterns through call analysis. It works in any internet browser which makes access very convenient. The online chat is also very useful since customers can talk directly with an attendant, get their questions answered and open tickets right away. Another strong point is the reports and graphs which help a lot with management and tracking metrics related to customer satisfaction. The predefined and automatic reply features also add a lot of automation to the system. It brings more agility to our technical support team and having a full tutorial in Portuguese with step-by-step guidance makes the platform even more practical to use.

Cons

There are several useful features available but they are split across different plans that are billed in dollars. Personalized customer service is only offered on the higher-tier plans, while the basic plan does not provide technical support that properly covers weekday needs. It also does not have integration with Zapier or Google Analytics.

“Polished UX”

Pros

After working with several ticketing systems, Zendesk feels especially pleasant to use because the interface and overall UX are so well designed.

Cons

A downside is that some menus, options and features are tucked away in the settings area so administrators have to dig through that page to fully take advantage of the platform.

“fast interface and flexible reporting”

Pros

Compared with HPSM, ServiceNow and other management tools I have worked with, this one seems quite different. The application is fast and very easy to use and the interface never feels complicated. It's also simple to customize fields based on the organization's requirements which makes it much more practical for day to day use. Reporting is handled in a very user friendly way as well so you can generate reports according to your needs and even save report templates to keep creating the same reports later without extra effort.

Cons

It can be a bit more expensive than some other service management tools although it still delivers enough value to be worth using. It would also be better if AI capabilities were added to help with smarter case prediction.

“powerful automation and flexibility”

Pros

To me the standout parts of Zendesk Suite for me were the flexibility in GoodData reporting, the ticket automation and the clean overall interface. We didn't end up using the knowledge base but the option to create an article directly from a ticket submission looked like a really polished touch. Being able to add plenty of custom fields in different formats, build automations around those fields and route tickets to the right end users was especially important. There's also a lot of room to tailor the system through user permissions, user groups and the form and landing page setup.

Cons

A few of the built-in reports felt a little off compared with the insights I could pull from GoodData. Beyond that there really aren't many negatives with this tool. The pricing is on the higher side for a ticketing platform but it's also a very capable product so in many ways you do get the value you're paying for.

“Polished design”

Pros

The design and interface feel polished and well thought out. There's also plenty of flexibility in how everything can be configured so it adapts nicely to the way you personally prefer to work.

Cons

Some views can start to look cluttered when a lot of information is displayed at once. A little more contrast in the design would make those areas easier to scan.

“convenient customer messaging”

Pros

Connecting with customers through our website has been very convenient and I haven't run into any issues at all. I have also noticed that many of the companies I buy from use the same platform when I need to reach out which makes this way of communicating feel familiar and very practical.

Cons

At this point I really haven't noticed any downside. I also haven't seen any lag or delay while using it.

“excellent ticket tracking”

Pros

The tool works really well as a ticketing system. It's very user friendly and makes it simple to stay on top of different tickets for users, managers, operations and anyone else who needs to review current or past requests.

Cons

We didn't end up using the full range of features this product offers and eventually switched to Salesforce Cases so we could keep everything together in one place.

“Reliable ticket tracking hub”

Pros

Zendesk has been a lifesaver for managing every kind of ticket, from customer support requests to internal IT issues. Having all client issues organized in one place makes tracking and handling them much more manageable.

Cons

No complaints at this point as it has been an excellent solution.

“powerful triggers and follow-ups”

Pros

It gives you tons of customization options especially when it comes to setting up all kinds of triggers for customer emails and follow-ups. That's honestly the strongest part of the platform if your team needs a reliable way to stay in touch after a customer contacts support.

Cons

The interface itself felt a little confusing at times and could be somewhat slow. There were also occasions when it seemed to go down which meant we couldn't access the support app or chat since both were tied together.

“our favorite support platform”

Pros

After more than two years of using Zendesk we still absolutely love it. It has been the best platform for our customer support team and works really well for what we need every day.

Cons

Honestly we do not have any complaints. We use it every single day, love working with it and it really makes our lives simpler.

“Best customer service platform”

Pros

Packed with a wide range of features, Zendesk Suite offers a very capable and professional platform for supporting customers. It gives teams plenty of tools to deliver great customer service and manage interactions effectively.

Cons

One area that could be improved is customer support. Response times tend to be slow and it often takes several follow-ups before getting an answer.

“powerful macros and ticket tabs”

Pros

During the 1.5 years I worked with Zendesk on a customer support team, the internal notes feature was one of the things I appreciated most. The color coding between internal and external replies is a smart touch and makes conversations much easier to follow. It also has strong macro support which really helps cut down the time spent on long, detailed responses, like explaining how to use a logs uploader. The tabbed interface is another big plus since it makes juggling multiple tickets much more manageable.

Cons

Tags can become messy pretty quickly if the team is not trained clearly on what each tag is supposed to be used for. It is also not very convenient to preview how a customer-facing reply will actually appear especially when testing things like signatures.

“Complete cloud support suite”

Pros

Being cloud-based is a big advantage since there's nothing to install or maintain on-premise. It covers the different ITSM and ITIL lifecycles well and the dashboard and reporting tools are very useful. The feature set also does a lot to improve first-call resolution.

Cons

One thing I'd still like is more flexibility when it comes to customization. It would be better if the platform allowed a full reskin so companies could match it more closely to their own branding.

“helpful ticketing and canned replies”

Pros

After connecting it to our chosen email, assigning tickets is pretty easy and it helps make sure nothing slips through the cracks. The canned responses are a big time-saver and also help keep replies consistent across the whole team. Another thing that works really well is that once a ticket is assigned, the person handling it automatically gets the message in their own inbox which makes the overall user experience even better.

Cons

The learning curve is definitely very steep with this software although there are plenty of tutorials available to help along the way. On top of that the reporting tools are not as powerful as we originally expected.

“Easy ticket visibility”

Pros

Tracking down support tickets in Zendesk is very easy and the reporting tools give us clear visibility into how our agents are performing on any given day or across a selected date range.

Cons

Tagging still needs some work. It gets a little confusing when searching by tags because the results also pull in tickets where those tags appear in the body text. Search in general could definitely be improved too.

“Support across teams”

Pros

It handles both internal and external support really well. We use it internally for the IT helpdesk and externally to manage customer complaints and it fits both use cases nicely.

Cons

The automated emails are useful most of the time but they can feel a bit excessive and annoying now and then. Even with that, it's still an amazing product overall.

“organized ticketing that keeps us on track”

Pros

Handling customer support in Zendesk is far more manageable than the email-based process we used before. Everything feels more structured especially with the ability to assign tickets and track them properly which helps prevent requests from slipping through the cracks. Since every issue eventually has to be marked as solved and closed, it gives our team much better visibility and follow-through.

Cons

The recent pricing updates have made the platform significantly more expensive than it used to be. Sharp increases like that are frustrating because they directly influence whether continuing with the product still makes sense for us. On top of that I wasn't impressed with the customer support when I reached out with a technical question about one of the HubSpot integrations.

“fast rollout and reliable workflows”

Pros

Zendesk Suite rolled out much faster than expected. A setup like this would usually take weeks but we had it live in much less time. For smaller organizations it's realistic to be up and running within days or even sooner. Another big plus was the amount of helpful resources available for new users. The platform is also fairly easy to use so our support team switched over without much trouble. The overall quality has been excellent. The workflows are well designed and simple to follow and we haven't had any reliability issues at all. Overall I'd absolutely recommend it.

Cons

The one drawback is that it doesn't perform that well on mobile devices. That may not matter much if you only use it from a PC but I would have preferred to be able to use it more fully while on the go too.