Zendesk Suite Reviews

“handy ticket tracking”

Pros

Opening and keeping track of tickets is very easy. I can add comments without any hassle and quickly check the current status whenever I need to.

Cons

The interface isn't the most user friendly part of the tool although it's still simple enough to create tickets and stay updated on their progress.

“simple tickets, messy email threads”

Pros

Using this ticketing system is very easy. It doesn't take a bunch of screens or extra steps to complete what you need to get done. The fields are clear and simple, tickets are easy to search and you can check your ticket status whenever you want.

Cons

One thing that bothers me is that if the conversation happens outside the actual platform with an admin or technical support team, it turns into a confusing email chain that's hard to keep track of. I also don't like being required to mark every ticket as either satisfied or unsatisfied because, first, there should be more rating choices and second, not every ticket really needs to be rated.

“real-time support powerhouse”

Pros

Customer service happens in real time with this tool. We use it across all of our websites to respond to questions right away and it does a good job of keeping everything organized for our customer support rep. We're also able to set up automations through it which makes the workflow even better.

Cons

It's a paid product although I think it's worth the cost. There is a free version available but some features are locked unless you're on a paid plan.

“powerful support ticketing setup”

Pros

Zendesk Suite was the first support ticketing platform I ever worked with. At the beginning, it felt a bit overwhelming but after spending time exploring it, learning how things worked and setting up macros, handling support became much more manageable.

Cons

There are a lot of built-in elements included and not every team will actually use all of them. Because of that, the interface can sometimes show more information than a specific group really needs.

“versatile support features”

Pros

From call recording to email campaigns, Zendesk covers a lot in one place. The communication system can be customized, it supports inbound marketing and phone key input and it lets us follow each client's lifecycle along with all of their messages. It's a very practical platform for companies of any size because customer service management is critical for any online business. The Zendesk team also showed real value by replying to every question we had about the system incredibly fast. We were also happy with the contract negotiation since the pricing is quite affordable and the payment terms are flexible. The interactive automatic response system is another reason I'd strongly recommend it.

Cons

There are still quite a few weak spots especially around document storage and network monitoring. The routing feature works slowly and cannot be automated which is frustrating. Another downside is that the issue management and tracking tool is also slow which feels ironic given the purpose of the platform.

“all-in-one support suite”

Pros

This is the best platform I have come across for bringing chat, ticketing and a knowledge base together for any organization.

Cons

I haven't run into any real downsides although the product is priced a little on the higher side.

“slow replies through zendesk”

Pros

Every now and then, the customer service is actually really good.

Cons

Many of the websites I use every day rely on this tool for customer service. When something goes wrong with one of those sites, it usually takes weeks to get any kind of response from support.

“powerful ticket handling hub”

Pros

With this one platform, you can gather sort and manage a huge volume of emails and support tickets all in one place.

Cons

It doesn't always let you organize every workflow exactly the way you want even though the feature set is quite advanced.

“Packed with valuable features”

Pros

We originally brought in Zendesk just for ticket handling but it didn't take long to notice how many extra features are included. There's a lot more available in the platform than we expected and that added functionality has been a big plus.

Cons

One thing I'd still like to see is some kind of trial access for certain features before paying extra for them. It would be helpful to test those add-ons first and know they're worth the additional cost.

“helpful for smaller teams”

Pros

Zendesk Suite works really well for smaller companies handling customer service requests. We mainly rely on it for ticket submissions that come in through our website and it does that job well.

Cons

A few features on the website are not explained very clearly. It took us a while to locate the closed ticket option at first and we had to contact their support team to understand how to use it.

“Clean interface and great ticketing”

Pros

Compared with platforms like ServiceNow, Zendesk is pretty easy to use. It's pretty foolproof and the clean interface makes day to day work simpler. Even if it's a bit more basic than some competitors, it still covers just about everything you need from a ticketing system.

Cons

A little more built-in customization would make it even better but aside from that the software is very decent.

“instant tickets and fast client support”

Pros

Tickets land in my queue right away which means I never miss the chance to help someone. It's very simple to learn and use and it gives me a quick way to connect with clients whenever they have questions.

Cons

One small annoyance is that if I stay logged into chat and don't log off, it keeps pinging my computer so I cannot just leave it open in the background without notifications coming through.

“accurate and efficient workflow”

Pros

The accuracy and efficiency of this software have been fantastic. It makes my daily workflow much simpler and helps me get through tasks far more efficiently.

Cons

I honestly don't have any complaints. I really love this software and the turnaround time is consistently very fast which makes it much easier for our tech team to resolve any issues we run into.

“Missing routing options”

Pros

It was up and running very easily and there are plenty of online guides that walk users through the installation process. That said, once you move past the basic setup and simple chat button customization, useful tutorials become much harder to track down. If you want deeper customization for your operators, you usually have to dig through several layers of support before finding clear answers.

Cons

A frustrating part was not having some of the standard features we were used to on our previous platform. Things like Round Robin routing are locked behind a much more expensive tier and there's no option to automatically set an operator to away when their computer is locked or sitting on a screensaver. Instead, the auto-idle only reacts when the its window itself is inactive even if the person is still actively using their computer which makes the feature feel annoying and not very useful.

“helpful chat and feedback tools”

Pros

Switching over from another platform went very well and my team adapted to the chat quickly. Customers can rate the support they receive and our reps can also ask for that feedback which has been really useful. I also enjoy the range of notifications they offer and one of them is honestly pretty adorable.

Cons

It's not a huge issue but the interface isn't the most visually appealing. On top of that it's a little ironic that their own customer support needs improvement since I often have to follow up a second or even third time before getting a response.

“organized ticket handling”

Pros

Everything is pretty easy to use and it does a really good job of keeping all of our tickets and emails organized.

Cons

I do wish it included more functionality, like the ability to upload or view attachments larger than 1MB.

“reliable multi-channel tracking”

Pros

Being able to manage emails, texts and calls all in one place and follow their history over long stretches of time is what I value most. It keeps everything organized and makes a big difference when handling a high volume of calls.

Cons

There were times when the system seemed overwhelmed by the size of our office and no technical fix was available. On some days, we ended up restarting our systems multiple times just to keep things running.

“helpful customer support hub”

Pros

Staying connected with customers is one of the best parts of using it and it also helps resolve their issues much faster.

Cons

I'd appreciate it more if the pricing were lower for smaller businesses even though they do provide a lot depending on the channel you choose.

“responsive support that delivers”

Pros

Overall it has been an excellent and dependable customer service resource that covers just about every need. I have been able to get answers on my own through Zendesk more often than with any similar option I have used. Companies like Airbnb, several sites tied to my personal projects, submissions, everyday communications and even my Union all rely on Zendesk and its service platform. The support feels responsive, professional and very accurate in how information is communicated.

Cons

There is honestly not much for me to add. I do sometimes prefer real human interaction and it can be frustrating when that isn't available right away. Still with email and web-based communication, this tool has made the back and forth between two parties flow much better than you might expect. Aside from not having that live, real-time connection, I don't really have any complaints or suggestions for improvement at this point. Everyone has different personal or business needs and for mine, this setup works well.

“Confusing interface”

Pros

Zendesk Suite packs in a lot of functionality and has been very dependable. Once everything is configured, it tends to run without issues. The documentation library is fairly user friendly and while basic, it's still useful enough.

Cons

Navigating the UI is more confusing than with almost any other service I use. Whenever I need to make a change or update a setting, I usually end up clicking through several unrelated sections before I finally locate what I need. It happens often enough that I still have to reach out to customer support just to figure out where certain options are hidden.