Zendesk Suite Reviews

“Tailored fit for banking teams”

Pros

Zendesk Suite feels like it was purpose-built for finance and banking teams because the way it works and the features it offers line up almost exactly with what our team needs.

Cons

There really isn't a simple basic version of it you can just use on its own. It usually comes with or requires extra add-ons which means more setup, higher costs, extra time and additional training.

“ticket tracking is fantastic”

Pros

It has turned out to be an excellent tool. At first, it felt pretty confusing and took some time to understand but once I got used to it, it was honestly amazing. It works like a much better version of email and I really appreciate how well it tracks everything. My favorite part is the ticket numbers because as long as you have that number, you can always go back and reference anything you need.

Cons

I really dislike how often it changes its format. Just when you get comfortable with one layout, they update it again and it takes a while to adjust each time.

“user friendly communication flow”

Pros

The platform is very user friendly and makes it simple to pass information along clearly.

Cons

It includes dropdown options that let users enter details for the next person, who can then reply directly through the platform.

“Boost customer satisfaction and streamline operations with zendesk”

Pros

I really like how Zendesk combines multiple communication channels like email, chat, phone, and social media into one place. It's also compatible with third-party tools like Salesforce, which makes managing our customer support even easier. As our company continues to grow, it's reassuring to know that Zendesk is scalable and can grow with us.

Cons

For smaller companies, it can be costly, and the setup process is also challenging, as noted by our IT department.

“A solid system for customer support”

Pros

Zendesk makes it so easy to organize and automate tasks. I love that it comes with prewritten macros for agents and preset chatflows that a bot can use to provide first-level support. It really helps streamline the whole process and save time.

Cons

It restricts the number of steps I can use in each product's chatbot, and they don't allow me to purchase additional steps, which is frustrating.

“Packed with features and easy to use”

Pros

Every feature in Zendesk is customizable, which I appreciate. It's easy to tailor the platform to suit both our agents' needs and our end users' experiences.

Cons

Compared to other options, integrating it with source control systems is more difficult for me.

“The best in its class”

Pros

Integration was smooth, and I appreciate that Zendesk supports multiple chat options. It's made communication so much more seamless and has improved our overall support service.

Cons

I believe the pricing could be improved to make it more accessible.

“It organizes everything”

Pros

One of the best things about Zendesk is how easy it is to organize tasks and track assigned activities. It keeps everything neat and efficient, so nothing falls through the cracks.

Cons

Personally, I feel the pricing is a bit on the expensive side.

“Clean, simple, and easy to use”

Pros

The interface is one of the standout features for me. It's very well organized and clean, which makes it pleasant to use. Everything is easy to find, and the usability is top-notch.

Cons

Honestly, I haven't encountered any specific features in Zendesk that I dislike.

“Best support from day one”

Pros

Zendesk Suite has been a reliable app for delivering the kind of quality customer support my customers expect right from the start and that has made a real difference.

Cons

The one downside I have noticed is that users on the lower-priced plans face quite a few feature limitations compared with the higher tiers.

“powerful ticketing and reporting”

Pros

Packed with features like SLAs, automations and triggers, it can be tailored really well to fit your workflow. It works especially well for medium to larger support teams that manage a high volume of tickets. When everything is configured properly, it's uncommon for tickets to be missed or forgotten. The reporting is also very capable, giving teams useful insight into recurring customer issues, average first response times and plenty of other metrics. On top of that you can install apps to expand what Zendesk can do, including things like read receipts and other added functionality.

Cons

Email functionality is a bit limited. There's no way to send yourself a test email to preview how it will actually appear so the only option is to create test tickets that trigger the emails tied to automations or triggers. Even though multiple brands are supported, you still cannot assign a separate email template to each brand. Testing automations could also be much better if there were a way to pick test tickets and quickly run them through all automation conditions. At the moment, the workaround seems to be setting the hours since value to the minimum of one hour, adding a test condition only you can trigger and then creating a matching test ticket which is far from ideal.

“helpful self-service support”

Pros

Right out of the box, Zendesk Suite works well and helps us steer users toward resolving their own issues before they need to reach out to technicians for additional support.

Cons

I'd really like a dark mode since that's the default setting I prefer for pretty much everything.

“Chat and live tickets help”

Pros

You can handle conversations through chat, email and full live ticketing which makes it useful for managing support in one place.

Cons

The dashboards and customer service are the parts I don't care for. A lot depends on how everything is configured on the back end because it can become really difficult to find what you need when trying to navigate the dashboard.

“user friendly ticketing that delivers”

Pros

Getting around Zendesk is very easy and managing tasks is simple too. Plus it helped our team resolve tickets faster and deliver strong customer service for the company.

Cons

Response times from their support team were not always very fast but they did come through and help us every time in the end.

“customizable support powerhouse”

Pros

The interface is very user friendly and makes customer service management much simpler. It's also highly customizable, connects nicely with other tools and the ticket management system is efficient for tracking and resolving issues quickly.

Cons

As your requirements expand, the platform can start to feel more complex. The pricing can also be a bit expensive for smaller businesses.

“Friendly for daily support”

Pros

It is very easy to use and the interface isn't complicated at all.

Cons

No complaints. Our team uses it every single day without issues.

“excellent live chat efficiency”

Pros

Using this tool is not a hassle at all and it works really efficiently for live chat.

Cons

I don't like that it doesn't send notifications when you're not actively on the page.

“rising costs with scaling”

Pros

It has a clean, user friendly interface that makes handling tickets and customer support much more easy. The automation tools are good too and help simplify workflows, cutting down on manual work and boosting overall efficiency. It also connects well with a wide range of third-party tools which adds a lot of flexibility and makes the platform more functional.

Cons

Keep in mind that it can get expensive as your business grows especially once you start paying extra for advanced features and more customization options.

“Great ticketing and helpful FAQ”

Pros

Zendesk is a must have tool for handling customer tickets efficiently. The additional features like creating a FAQ are very easy and genuinely useful for customers.

Cons

The back office and overall setup are not the most user friendly. Plus it could be simplified to give teams more independence when integrating the tool. The chatbot is fairly basic but it still gets the job done.

“ticket tracking works brilliantly”

Pros

Keeping up with tickets and submitting new requests is really easy.

Cons

At times my emails end up in the spam folder.