Zendesk Suite Reviews

“helpful ticketing for support teams”

Pros

Zendesk works well for our support and billing ticketing needs and the system is simple to navigate and organize. It also offers additional features we've been considering using to get better reporting and metrics.

Cons

From time to time email filters flag messages generated through it which can interfere with our communication with customers.

“organized ticket tracking win”

Pros

At work Zendesk was the ticketing system we relied on and it really helped us stay organized with new, pending and resolved tickets. Because of that, our tasks stayed on track and were easier to monitor. It also gave us a clear view of where we stood as client account associates. As a customer support platform, Zendesk is genuinely very helpful for call center environments like Teledirect Telecommerce, Inc.

Cons

It has been a big help in our support work especially when it comes to staying organized and that also made us more efficient. We've been able to assist more customers because of it so honestly I cannot really think of any downside worth mentioning.

“misleading trial and expensive upgrade”

Pros

A big disappointment was realizing the product was missing features we expected especially since those same capabilities were available during the trial. It felt like Zendesk used the trial to show more functionality and then pushed us toward a higher-priced plan to actually keep using it. That kind of upsell approach makes the company hard to trust.

Cons

After trying the free trial we moved forward with the purchase assuming the same functionality would be included but that was not the case at all. Once we were on the paid plan, we discovered that key things shown in the trial like adding company names, creating groups and building reports were locked behind an upgrade that costs four times more than the entry-level option. That experience felt dishonest and now we are actively considering other platforms because we are worried about what other unexpected limitations might come up next.

“powerful ticketing features”

Pros

Compared with the outdated ticketing system we were using before, this platform was much simpler to work with. Zendesk also offers more options and features than a lot of the other ticketing tools on the market which made it stand out for us.

Cons

Getting started with the interface can be a bit confusing if you have never used it before. If you do not already have a good background with ticketing software, there is definitely a learning curve at the beginning but once you get past that, it becomes much more manageable.

“Pricey setup”

Pros

One thing that worked well was the parent-child task setup. It was really useful to auto-generate multiple tasks from a single item especially for processes like onboarding and terminations where different teams need to receive several action items.

Cons

The cost per user was quite high and the HR and IT side of the platform did not seem very powerful. Because of that, we were not comfortable storing sensitive HR data in the system.

“quick chat support boost”

Pros

Setting up Zendesk chat on our site was very easy and being able to send custom information through it helps our support team assist customers much faster.

Cons

The integration code for the chat does feel a little dated although that's mostly noticeable from a technical standpoint.

“versatile support hub”

Pros

It covers a wide range of support needs, including Support, chat, Guides and more. Twitter, Facebook and email can all be brought into a single dashboard which is really convenient.

Cons

The servers go down fairly often so it clearly needs better maintenance. On top of that some tickets end up being tagged incorrectly.

“audit trail stays intact”

Pros

One thing I really appreciate is that when a ticket gets reassigned from its original queue to another one, the full audit trail remains intact.

Cons

Putting together some of the standard reports can be a bit challenging. I'd also like the option to export all tickets so I can run my own analysis.

“modern UI, weak reporting”

Pros

There's a lot we can customize across the platform which helps tailor it to our workflow. Ticket management is also easy and the interface looks modern.

Cons

The reporting barely delivers what you'd expect and moving around inside the application feels inefficient. On top of that they charge extra for what seem like basic functions outside the core package and its own customer support is very poor.

“Smooth support workflow”

Pros

It's a very thorough, well-built platform with a powerful system that helps customer service and technical support teams handle issues in a more organized and constructive way.

Cons

I honestly don't have any complaints about this service. I have used it across multiple organizations and it has been perfect every time.

“ticket tracking anywhere”

Pros

One thing I really appreciate about this work order system is how consistently it works across nearly every device I use. I rely on it every day from my phone, iPad, PC and Mac and Zendesk keeps the same experience across all of them. When I am out traveling, I can respond to work orders directly in the app and it automatically updates the requester by email which is incredibly convenient.

Cons

The only part that gave me trouble was setting up and customizing the different views at the beginning. That process was a bit difficult to work through but once it was done, everything became much more simple.

“support workflow win”

Pros

Zendesk has really helped us standardize the way customer support tickets come in. Our internal team submits requests through Typeform and those go straight into Asana which we use for task management. On the customer side, people can reach us through website chat or by calling our landlines. Because everything comes in through a structured process, it's much easier for us to track, measure and manage our support tickets.

Cons

Honestly I don't have any real complaints about the software. It has been incredibly valuable for both my team and the company overall. The only challenge is at the beginning, when getting everyone on board can take some effort but once people see the benefits, adoption happens pretty quickly.

“Fantastic reporting and branding”

Pros

It was easy to set up and integration went really well. Also the support team was quick and helpful whenever we needed assistance. It was also fast and easy to customize the platform so it matched our brand standards. The reporting tools, knowledge base article creation and management and the experience for both internal users and customers were all excellent.

Cons

The pricing felt a bit high for what we actually needed to use. On the admin side some of the backend customization took a little time to learn at first although it became user friendly once we got familiar with it.

“frustratingly slow support responses”

Pros

The tool is very easy to use and the system is simple to understand and begin implementing without a lot of hassle.

Cons

One issue right away is that the entry-level subscription does not include phone or chat support. If you are using a platform like this for the first time, you are basically left to figure things out on your own even with all the help articles available. Another problem is that even after upgrading to a higher-tier plan, their email support is still extremely slow. I ended up having to call several times just to follow up on the help I was waiting for.

“user friendly and uncomplicated”

Pros

Zendesk is very user friendly and the software has never seemed complicated to me at all.

Cons

Like most software, it can occasionally lag or act a little glitchy.

“handy chats and tracking”

Pros

Working with the platform every day is pretty easy. Chat conversations are archived in a sensible way and the user tracking features do an amazing job.

Cons

Looking back at and analyzing past activity is fairly limited right now and it would be better with more functionality added.

“Helpful macros and integrations”

Pros

Using macros is really useful because they can automatically apply labels and send responses to emails. It also connects with other platforms like Mixpanel which makes it more versatile.

Cons

One frustrating part is that handling different clients opens too many tabs and eventually the computer crashes so the agent cannot keep working until everything is closed. Also macro placeholders don't get inserted with a click and have to be copied and pasted manually. On top of that there's basically no real data analysis available unless you pay extra for another service and the included information is far too limited to build strategies for improving support.

“professional customer service backbone”

Pros

If you're aiming for a more professional customer service setup, this software is absolutely worth having. It lets us track every agent message, create tickets and stay on top of the whole support process. Overall, it is like a must-have for delivering the best customer service experience.

Cons

There aren't really any major downsides but I have run into a recent issue where some automated triggers ended up suspending legitimate tickets.

“complete ticket handling coverage”

Pros

It really handles every part of managing customer support tickets, whether they come in by phone or email.

Cons

Even considering a move to Remedy or any of the other big vendors that keep pitching us feels brutal because the cost of switching is just too high.

“Helpful”

Pros

Handling customer questions and issues with Zendesk Suite is fairly easy. It gives us multiple ways to reach support, whether that's by submitting a ticket or email making a call or even sending questions through text.

Cons

At times though, the platform can be extremely slow and will occasionally go down without warning. I have also seen tickets disappear randomly and phone calls sometimes get routed in odd ways.