Zendesk Suite Reviews

“Quick setup”

Pros

This software only took about a day to learn and learning the basics was pretty easy. The integrations with other services are a nice bonus too.

Cons

At the same time, the number of different links can be confusing for an average user so it's pretty easy to lose your place. On top of that making full use of all the available features can be challenging.

“Smooth support channels”

Pros

Getting new team members up to speed with Zendesk Suite doesn't take much effort which has been a big plus for us. As our company has grown, we've also been able to broaden how we use Zendesk beyond just email support and into its other channels as well.

Cons

From time to time, there are bugs or technical issues and the response from their IT team can feel a bit underwhelming. Even so, it's clear they are genuinely trying to help as much as they can within their limits.

“fast ROI and team adoption”

Pros

It was easy to roll out across our company was very easy because the platform is so user friendly. The team picked it up quickly, became comfortable with it in no time and that helped us improve our bottom line much faster than expected. We saw a quick return on investment and were able to provide better service to our clients which has been a big plus.

Cons

The only real issue I have run into, aside from the product being fairly expensive, is the lack of email customization on my current plan unless I build the entire email myself through programming. Even having a basic plain text, HTML or rich text option would already be enough for what I need but that's not available. It feels like a missed opportunity because it seems like it should be a simple feature to offer.

“ticket handling and team collaboration”

Pros

The software does a really good job of keeping issues and tickets organized and it also makes communication between team members who are working on or reviewing those tickets work really well.

Cons

At the beginning it was a bit difficult to understand although that may have been due to our own internal training. It's much less of a problem now than it was at first.

“Good experience”

Pros

Zendesk has been a big help for managing our support tickets. The custom views are very easy to set up and the custom reporting is powerful while still being relatively simple to build. Being able to integrate it with other systems especially Salesforce.com, has also been really useful for our workflow.

Cons

One frustration is that it takes quite a bit of clicking to get to what you need. It would also be better if custom reports were easier to access.

“powerful chat for support teams”

Pros

Overall it has been a really amazing chat tool for both sales and customer support. I have used it together with my assistant to handle questions from site visitors and it's helped us manage both sales conversations and support requests really well.

Cons

The cost can climb quickly when you use it at scale since you have to pay for each agent and that adds up fast with a bigger team. That said, if you use it properly and already have a strong product, the return on investment can still be very worthwhile.

“fantastic ticket flow and teamwork”

Pros

Zendesk has a really well-designed interface and one thing I appreciate is that the tickets you open during a session stay available which makes jumping between them much more convenient. The internal collaboration tools are also very strong and help teams resolve issues faster and more effectively.

Cons

Even though the interface is user friendly, it does feel a bit dated and could use a refresh. Aside from that, there really are no major downsides.

“Features at low cost”

Pros

It comes with professional features that help manage a customer support system really well and the pricing is one of the most affordable parts. It also includes several useful products out of the box, like Talk and Explorer which adds even more value.

Cons

Up to this point we haven't come across any downsides. They've been in the market for a long time and honestly I don't expect any major issues going forward either.

“user friendly support powerhouse”

Pros

Zendesk is very user friendly which makes delivering a strong customer experience as easy as possible. Another big plus is being able to integrate other apps directly into the platform.

Cons

Every now and then there are outages or minor glitches but most of the time it performs well overall.

“faster replies and better support”

Pros

Adding Zendesk Suite to our website has made a big difference in customer service. We regularly have visitors reaching out through chat and that has kept our email inboxes from getting overloaded, cut down the amount of time we spend on phone calls and helped us respond to customers much faster. It's been a really valuable support tool for us and I'd definitely recommend having a chat box on your site if you want to improve communication. The mobile app is also very useful for replying to people right away and their support team can be helpful depending on the type of issue you're dealing with.

Cons

One downside of chat is that messages can come in at all hours which gets very frustrating. People also get impatient if they don't get a quick reply. The app helps manage this as you can set an away message and reply later but your workday can still stretch into the evening if you choose to answer chats outside normal hours. I also think the chat widget needs improvement. If you're on Shopify, I suggest using the app instead of manually adding the widget code to your store theme because customizing it that way can be hard.

“customizable chat widget”

Pros

Zendesk was very easy to set up as it mostly comes down to copying and pasting a code snippet into your website. They also include beginner-friendly setup guides for major content management systems which makes installation even easier. Once the chat widget is installed, you can customize its look, colors, size and placement. It also offers a chat badge that you can fully customize and you can even use an image of your agent to make live chat feel more personal. Another useful feature is the idle timeout which lets you set a time after which the chat switches to offline mode if it hasn't been refreshed. That helps prevent incoming chat requests when no agent is available.

Cons

If I had to point out a downside, it would be that the interface feels a bit plain and not especially exciting. It's nothing serious but there are other live chat tools that feel a little more engaging to use. It would also be better if the offline form allowed for more customization.

“helpful built-in phone and updates”

Pros

Having the phone system included in the suite is really useful and the ticket update feature is a nice addition. The integration with Stella works well too.

Cons

Getting around it isn't very easy. I used Desk before and that platform felt simpler and more user friendly. Even basic things like adding someone on cc are more complicated than they should be and there's no bcc option when emailing multiple users. The built-in phone feature is definitely a plus but if the system goes down, the phones go down with it as well although that has only happened once.

“live chat keeps customers connected”

Pros

Staying in touch with customers has been much more convenient with Zendesk Suite. The live chat and messaging tools make it simple for us to connect with website visitors and they can reach us just as easily. Instead of having to send an email whenever they have a question while browsing our site, customers can contact us right away through chat.

Cons

I never understood if this was how this tool worked or how my office set it up but whenever a customer said hi through live chat, the message was sent to our internal email instead of showing up in a direct chat dashboard.

“Drives sales”

Pros

Visitors to our website can ask questions immediately about our services and our team is able to guide them toward the right options right on the spot. We can see when clients are on the site, start conversations with them and offer help in real time. My team has even closed sales simply through these chats which makes this an excellent tool for us. We're extremely happy with the service.

Cons

Everyone on my team is genuinely satisfied with this software and we really don't have any complaints. It's been very valuable because it lets us give clients instant support whenever they need it. At this point it feels like an essential part of our sales team.

“fantastic support workflow”

Pros

Using the ticketing system to support customers has not been a problem for both the employees working in it and the customers using it and the UX is well designed and easy to understand. It also includes complementary tools alongside the main product, like the chat box which is especially helpful for answering quick questions from both existing and potential customers.

Cons

At the beginning, it was a bit confusing that the ticketing system and the chat box were set up separately. It makes sense once you understand why they are separate but figuring out how to open the chat from the main panel took a little time when I first started using it.

“Cost-effective and highly compatible”

Pros

One of the biggest advantages is the open-source approach and how well it works with common CX tools. The pricing also stands out because it delivers a lot of value without costing too much.

Cons

Support hasn't been very strong and getting help when it's needed can be frustrating. On top of that the reporting setup is more complicated than advertised.

“quick setup and flawless workflow”

Pros

It was up and running with an ease and we were able to start using it without much hassle. It has worked flawlessly across the board for rules, communication and forms.

Cons

The email configuration did take some extra time and effort although that seemed more related to our messy email setup than to software itself.

“flexible support powerhouse”

Pros

Zendesk Suite gives us a ton of flexibility in how we manage customer interactions. There are lots of ways to customize the workflow and the plugins and API make it much easier to connect with other tools we already use. Our technicians rely on it to deliver top-notch support to clients and it helps make sure no issue gets overlooked even when someone is out sick.

Cons

One frustrating gap is the lack of better functionality for automatically assigning a due date. It's a bit of an annoyance and their support team hasn't been very helpful when it comes to feature requests from customers.

“Fantastic functionality and usability”

Pros

The functionality has been excellent and the platform feels much more user friendly now. Problems that used to be frustrating, like site slowness, seem to have been fixed even without us having to raise any formal complaints.

Cons

It still isn't completely user friendly in every area. I haven't been able to find a way to view tickets and similar items from the perspective of a client submitting them and that can make certain tasks harder than they should be.

“Weak mobile APP”

Pros

It comes with plenty of useful features, including ticket tabs, time tracking, free add-on apps and really advanced data capabilities.

Cons

The mobile app is disappointing and overall it doesn't offer much that feels different from competing tools. The data features looked impressive at first but they weren't enough to justify switching from the system we already use.