Zendesk Suite Reviews

“better accountability”

Pros

Zendesk has completely improved how efficient our customer service team is. We can handle customer orders and requests in a much more organized way now. Before switching to Zendesk, we relied on a shared mailbox and that created confusion fast, led to duplicate work and caused some things to slip through the cracks. Since moving to it, those problems have basically disappeared. There's much more accountability across the team and far less confusion overall.

Cons

I really haven't run into any major problems with it. The only downside that comes to mind is the cost when adding more agents because the software can get quite expensive. I have also noticed that some competing platforms are priced lower while offering more features.

“24/7 support that delivers”

Pros

This tool takes a lot of the daily pressure out of customer support. Its 24/7 service can be added to your website which helps customers stay satisfied and get assistance whenever they need it.

Cons

I honestly don't have any complaints about it. It simply lets you focus on what actually matters instead of constantly dealing with technical details.

“Simple ticketing”

Pros

For handling our internal IT tickets, this has been a very practical tool. The software is easy to use and the macros are one of my favorite features because they save time on repetitive replies. Having the iPhone app is also a big plus. I get notifications on my watch whenever a new ticket comes in which helps me respond quickly instead of waiting until I am back at my desk. It also is like a system that can grow with us. Adding another IT staff member later and assigning tickets to them should be very easy. Pricing is another strong point. Plus it offers higher-tier plans for teams that need extras like chat and integrations but if all you want is a simple ticketing setup, it's very affordable as I am paying less than $10 a month.

Cons

One thing that causes problems is the way it calculates average response time. There's no option to factor in business hours or holidays so the numbers end up looking much worse than they really are for our team. Because of that, our reported average response time appears significantly higher than our actual performance.

“helpful support integration”

Pros

Using this software has been a really positive experience especially because it's so simple to work with. We recently used it in an employee management system for a staffing company and the integration gave users a fast way to report bugs or submit questions about the system we developed. On our side, it also made it much easier for the development team to respond quickly and handle those requests without any hassle.

Cons

One limitation we ran into was that some of the more specific features are only available if you move up to the enterprise tier. That turned into a challenge for smaller clients because capabilities like change management would be valuable to have but the cost is hard to justify when the client is working within a tight budget.

“Clean ticketing without clutter”

Pros

One thing I really like about Zendesk is how focused it feels. It skips a lot of the unnecessary extras that other platforms tend to pile on and that makes the ticketing experience much less cluttered. A lot of help desk systems try to do too much but Zendesk stands out by keeping out features you probably won't even use.

Cons

The biggest downside is the pricing. If you need analytics, the service gets pretty expensive and the educational pricing options really aren't very good.

“accountability and follow-up win”

Pros

Keeping up with follow-ups is simple with the email reminders and task-based action items which makes it much easier to stay accountable. Internal collaboration also works really well thanks to notes and the personal email integration so everything stays consistent and organized.

Cons

There are occasional bugs related to ticket times but aside from that, it's very user friendly and feels essential for running a healthy, successful support team.

“useful macros, limited customization”

Pros

It is fairly easy to use. Setting up macros is especially helpful because it makes replying to clients much faster.

Cons

Compared with the huge range of features and customization available in Salesforce, this feels like it's missing quite a lot.

“all-in-one support powerhouse”

Pros

Having calls, sales activity, messages, chats and everything else collected in one place makes a huge difference and Zendesk organizes it really well. Also the ticketing system works reliably and is easy to use and it also includes sales automation when that's needed. It's definitely one of those go to platforms for managing customer issues especially for medium sized and larger businesses.

Cons

Getting started can feel a little complicated and the implementation takes some effort at first since the interface isn't the simplest. Still, that tradeoff makes sense considering how many features are packed into it.

“reliable ticket handling tools”

Pros

Handling support requests from different clients is much more organized with Zendesk. It also helps that attaching files is built in and the escalation management features are genuinely useful for keeping issues moving to the right people.

Cons

Some of the basic configuration settings are tucked away pretty deep in the application so it can take quite a while to figure them out. Report generation is also a little difficult to work with.

“powerful mobile app integration”

Pros

Unlike many tools where the mobile version seems limited, this app is just as good as the desktop version. Also it is easy to use and integrates very well with many other platforms.

Cons

There honestly isn't much to complain about. The only thing that fell a bit short for me was the couple of times I had to reach out to their support which felt a little ironic but aside from that, not much else to mention.

“Ticket tracking that delivers”

Pros

Switching to Zendesk made a big difference in how our team handled and prioritized customer service tickets. Before that, we were relying on a budget CRM that simply wasn't built to manage service requests in a fast, flexible way. Once we connected Zendesk to our proprietary software through our own API setup, it gave us a much better way to monitor customer issues and complaints closely. It also provided the reporting and statistical insight we needed to evaluate the quality of our support more effectively.

Cons

At times it includes default settings or features we didn't initially realize were active and since we used the platform in customer-facing situations, those defaults sometimes triggered notifications that customers never should have received.

“knowledge base live in hours”

Pros

After spending close to three years looking for the right fit for our public-facing knowledge base and support system, we finally came across Zendesk. Aside from the time it took to build out our content, the platform was set up and running within just a few hours.

Cons

I don't have any real complaints about the platform itself. The only minor annoyance was getting sales emails from the tool about a product we were already using but it wasn't a major issue.

“powerful automations and macros”

Pros

Its business rules especially triggers and automations, are really powerful and work extremely well. Macros and views also make everyday support tasks much more manageable.

Cons

One thing I'd still like to see is the option to connect related tickets directly to a customer profile.

“flexible setup with strong reporting”

Pros

The software is highly customizable and can be tailored to fit the way your team works. It also comes with a great set of built-in KPI tracking and measurement tools out of the box which is really useful.

Cons

Pulling together certain data can get tricky when your operations are spread across several contact channels. On top of that you'll probably need to buy extra add-ons if you want access to some calculations.

“fantastic chat with smart triggers”

Pros

Zendesk Chat comes with plenty of features and the trigger options are especially useful. If our team gets a bit backed up with chats, customers still receive an automatic message from us which helps a lot.

Cons

Honestly I don't have any complaints. I have really enjoyed using the app and it's been a fantastic chat solution.

“canned responses save tons of time”

Pros

Having canned responses built in has been a huge help and the overall functionality is something I really enjoy. It makes replying to customers much faster and far more efficient. I also appreciate being able to track the email I just sent especially when I need it for notation purposes.

Cons

One issue I run into fairly often is that the eyeball indicator does not always appear when someone else is currently viewing a ticket in the tool. That can create problems because two employees may end up working in the same email at the same time.

“fantastic for smaller teams”

Pros

Getting people started in Zendesk is very easy which made training new employees simple. It's also very helpful that I can see other agents queues and jump in to help when needed. Creating macros is easy too so handling repeat tasks is much faster.

Cons

It works really well for a smaller company but it started to fall short once our organization grew beyond that. It's not really a knock on them so much as a sign that larger companies may be outside their ideal customer base. At one point, we had more users, tickets and macros than the system could comfortably handle and that's when things became pretty glitchy and we had to switch to something else. I still have access to it though and use it daily to review past history.

“smooth support channels”

Pros

It gives us multiple ways to handle support especially chat and email which makes it really convenient.

Cons

It can slow down a little at times when things get too cluttered.

“Broad integrations options”

Pros

Zendesk Suite comes with plenty of integrations and it remains one of the most dependable and well-known customer support platforms for companies of any size or type.

Cons

One thing that still feels missing is another way to reach customers, such as through WhatsApp or a Telegram bot since right now it only provides email contact.

“powerful support features”

Pros

Among cloud-based customer support platforms, this is one of the best I have used. It comes with a knowledge base, a ticketing system and live chat and the whole setup feels user friendly for both support agents and customers.

Cons

The only downside I have noticed is that the source code cannot be changed or customized since it isn't an open-source application.