Zendesk Suite Reviews

“Easy case tracking”

Pros

It helps keep all customer cases organized making sure every question gets answered properly and issues are handled within a reasonable timeframe.

Cons

After using it for the past seven months, I haven't run into any problems with the platform or its interface.

“shared visibility and organized workflow”

Pros

Across the team everyone can view the tickets that come in and see the details they need. It also lets us assign tickets to specific users which helps keep the workflow organized.

Cons

Keeping up with conversations through the email notifications is really difficult. If someone replies by email without having access, it can easily lead to missed SLAs.

“reliable tracking and support”

Pros

It gives us strong tracking tools and helps us deliver timely responses to customers. We can quickly see how our agents are handling client service at any moment.

Cons

I really haven't run into any problems. As the team is pleasant to work with, quick to help and provides excellent support when anything comes up.

“Attentive support”

Pros

It was easy to set up and run and the configuration process didn't take much effort. There's also a large community forum which makes it easier to learn more about the product and find answers when needed. It connects well with a range of third-party tools and the customer support from Zendesk has been excellent.

Cons

One thing that could be improved is having more control over configuring certain ticket statuses although it's a fairly minor issue overall.

“organized customer communication”

Pros

The tool gives us a really organized way to reach customers and communicate with them more efficiently especially with tools like macros that help speed things up.

Cons

The only thing I really miss is the older analytics tools and I'd love to see the old dashboard brought back.

“reliable support platform”

Pros

Zendesk has become a standard in the industry for a reason. It delivers exactly what it promises and handles those core functions really well.

Cons

The mobile interface is not my favorite. It is a bit confusing, could be more user friendly and the workflows leave some room for improvement.

“A powerhouse”

Pros

It works really well for handling customer requests, connecting with other tools and collaborating across teams to make sure issues actually get resolved. It's also very flexible and the support team plus the help center have been excellent.

Cons

That said it can become disorganized pretty quickly and there's definitely a bit of a learning curve. A lot of parts of the product aren't especially user friendly although its documentation does a lot to help fill in the gaps.

“trusted support leader”

Pros

It delivers on exactly what it promises and handles the job it's meant to do. It's also a well-known leader in the industry so there's a lot of trust in the product and it's widely used.

Cons

The extra options can feel a bit like nickel-and-diming when you need additional support or specific preferences. Once you start adding everything you need, the overall cost can climb pretty quickly.

“feature-packed support powerhouse”

Pros

Zendesk Suite covers just about every support channel in one place such as chat, text, email and calls and that makes it incredibly capable. It comes loaded with a lot of features and the automations are especially valuable because they help cut down the team's workload without lowering the quality of support the company delivers.

Cons

One downside is that it can feel bloated and getting everything set up and fine-tuned can be pretty tedious.

“user friendly ticket tracking”

Pros

It is very user friendly from both the customer side and the admin side. It's a simple, effective way to stay on top of incoming tickets and the ability to add both internal and external notes is really useful. Because of that, it can also work well as an email portal.

Cons

The biggest frustration is the automatic notifications. They seem to go out after almost every keystroke which can quickly flood your inbox and become overwhelming.

“fast dashboard and useful APIs”

Pros

One thing I really liked was how well it standardizes different support metrics. The CSAT tools are quite amazing, the APIs are very useful and the dashboard feels fast and powerful.

Cons

One downside is that they do not offer migration to other clients or direct data import.

“smart ticket organization”

Pros

It did a really good job of sorting customer inquiries into categories like open, closed and pending. When the queue piled up with hundreds of unanswered messages, that setup made it much easier to work through everything efficiently and stay on top of the workload.

Cons

The interface wasn't hard to navigate but it could definitely use a refresh to feel more modern. Visually, it came across as pretty outdated and a bit antiquated.

“feature-rich and enterprise-ready”

Pros

Zendesk Suite already came with a lot in place so even though we still planned to add some customizations, we were able to make use of much of what was already built. It was clear they had considered a wide range of use cases and different ways the platform might be used. The software feels well prepared for large organizations and enterprise-level needs.

Cons

We ultimately couldn't move forward with it because the cost was higher than we could justify although the higher price did make sense given that it offered more features than many other platforms.

“USer friendly software”

Pros

The software is very user friendly and easy to use and it handles exactly what we need it to do. Our technical support team works in it throughout the day and a few people on the Customer Success side also rely on it to keep an eye on high-priority cases.

Cons

We also use it to host our Help Center and that's where we've run into some design limitations. I'd really like to see more flexibility in the article editor and the webpage customization tools.

“Top notch support features”

Pros

Zendesk Suite works well for supporting end users and it includes all the tools and information needed to handle requests properly.

Cons

Getting comfortable with this tool even for the basic functions took more time than I expected because the learning curve feels fairly steep.

“customer support that delivers”

Pros

Whenever a customer service problem comes up, I need an answer immediately since any downtime can mean lost sales and disappointed customers. I am not very technical so having a tool that helps me reach customers fast and sort things out quickly makes a huge difference. Zendesk makes that process simple and I really appreciate being able to review past submissions and reply history. Having that record is incredibly useful because when a similar issue happens again, I can look back at what was done before and use the same approach to handle the current situation.

Cons

Honestly I don't have any complaints about this software at all. Our customers are happy with it and we are too. I am genuinely thankful we came across it.

“fantastic ticket tracking platform”

Pros

Zendesk Suite has been one of the best CRM tools I have worked with. It's easy, simple to use and my team genuinely enjoys working in it. We rely on it to log and track all of our helpdesk tickets.

Cons

The downside is that the pricing is fairly expensive and getting every feature configured by yourself can be difficult and a bit complicated.

“office 365 login and outlook plugin”

Pros

The Office 365 integration is really helpful because it lets users sign in with their existing work accounts instead of managing something separate. Having the Outlook plugin is also a big plus since it allows helpdesk tickets to be created directly from emails which fits nicely into the way people already work.

Cons

One thing that's frustrating is that the option for users to create their own account cannot be removed. We want everyone signing in only through their corporate Office 365 accounts and that extra option tends to confuse occasional users, who sometimes forget which button they're supposed to click to use Office 365 login.

“stellar ticketing and chat integration”

Pros

Zendesk has been an excellent email ticketing system for our team. It lets you set up multiple inboxes, keep track of all incoming emails without much hassle, respond to several messages at once and assign work to teammates based on skills, language and other needs. It also does a good job of filtering spam and automatic replies which makes the inboxes much more manageable. One feature I really like is being able to transfer an email while still replying to the customer at the same time so they stay informed that their issue is being handled. On top of that it connected beautifully with our chat software.

Cons

I really don't have any major complaints. It works very efficiently and is user friendly from both the agent and manager side. If I had one wish, it would simply be for the pricing to be a bit lower.

“faster support with better routing”

Pros

Switching from a shared inbox to Zendesk made a huge difference for our team. Being able to assign incoming requests to the right person is really helpful and the template replies plus knowledge base links save a lot of time. It definitely shortens the gap between receiving a complaint or question and actually responding to it.

Cons

One thing to watch out for is losing the human touch. It's tempting to paste a pre-written response and move on but that can feel impersonal to customers. No one wants to ask for help and receive a generic or outdated article in return. So the real key is using the tool in a way that keeps support efficient without hurting your reputation.