Zendesk Suite Reviews

“connected tickets and clear history”

Pros

Zendesk has been a very reliable bridge between my accounts receivable team and customer support. We pass tickets back and forth every day to handle everything from quick requests to more complex customer issues and it keeps that teamwork organized. Most of our customer emails, voicemails and call recordings are stored in it which makes it very easy to look up a customer's history and see what they contacted us about and who helped them. It's also very simple to switch between replying to the customer and adding internal notes. Having customer communication, call recordings and staff-only notes all inside one ticket is incredibly helpful for managing customer accounts well.

Cons

I really only have two complaints. One is the way merged tickets are displayed. Rather than showing emails and notes in a clear oldest-to-newest timeline, one ticket sort of gets folded into the other so you have to open both to piece everything together. It's not impossible to follow but visually it can be a bit confusing. The other thing I miss is a feature our previous system, Help Scout, had that let us know when a customer opened one of our emails. It doesn't offer that and I would definitely find that useful.

“reliable ticket tracking powerhouse”

Pros

It is the platform we depend on most and there's a good reason for that. It helps us stay on top of every ticket and clearly monitor its status at all times.

Cons

Honestly I have had zero issues with it. We use it constantly and absolutely love it.

“powerful multichannel support”

Pros

Zendesk is the helpdesk platform we rely on most to understand customer issues more clearly. It comes with strong features especially multi-channel support across email, phone, chat and social media. The reporting is decent and the advanced analytics make it much easier to understand what customers need. It really keeps the focus on customer demands. On top of that the customer-facing interface is very well designed, with user friendly navigation between different options and an interactive workflow that helps us clearly track and understand pending issues.

Cons

A downside is that some features, such as chat support, are not integrated directly into the dashboard.

“chat support that keeps customers engaged”

Pros

Chat on our store page makes it simple to stay in touch with potential customers, answer their questions quickly and help resolve issues while they're still browsing.

Cons

Pricing is on the expensive side. If one customer service rep needs elevated access for a specific product, you end up paying for that access for every user even when most of them will never use it. It's also tricky to configure across multiple brands that share one support team since you cannot really adjust the color scheme or customize it properly for each website.

“slas and timely support wins”

Pros

Being able to set SLAs with my team around ticket response times has been a big plus and it gives us the data we need to help customers and close tickets in a timely way.

Cons

There really are not many downsides with it. The only issue I ran into was launching the CSAT survey right after a chat because sometimes customers click without really knowing what they are selecting which led to a few detractor scores.

“fantastic call-ticket integration”

Pros

One thing that really stands out with Zendesk is how well it integrates with our phone system so the related ticket appears with each call. It also lets us merge tickets when needed and updating customer information is quick and easy. Overall, it's been a really great system for our team.

Cons

The only changes I'd suggest are adding a way even for a limited time, to undo a ticket merge if it happens by mistake. I'd also love the ability to mark tickets as solved without automatically sending an email to the user.

“powerful features and flexible support”

Pros

Working with Zendesk Suite has not been a problem and there are plenty of features available depending on what you need. The selection of add-ons is extensive which gives a lot of flexibility. I really appreciate being able to organize and categorize tickets properly and having chat in the same window as email tickets is a big plus. Their support is also very good and I value the insights they share from larger companies along with the webinars that help you keep learning and stay updated on what's new in the market. It's also nice that you can usually arrange a free trial when needed.

Cons

Some of the add-ons are priced quite high. Overall, the product can become pretty expensive especially since certain plans don't include access to some add-ons.

“missed demos and zero accountability”

Pros

The product looks like it has strong features, at least from what I could tell, if the company actually had people who took responsibility for their actions.

Cons

My experience with this tool before even becoming a customer was extremely frustrating. I scheduled a demo with a sales rep, blocked off time and asked my CFO to join the call so we could buy the product if we liked it. We waited 45 minutes but no one from their side showed up. Later the same rep emailed an apology. I tried to reschedule but I never heard back. After a week, I called its 1-800 number and explained the situation to another rep. She apologized and said she would have a different person contact me. We agreed on a time for a new demo. Again I waited. After an hour the very same rep I asked not to deal with called me. She did not apologize or mention that she had already missed the first appointment. I had to remind her that she had sent an email admitting she stood me up. Even then there was still no apology. I hadn't even signed up with this company yet and the experience was already this bad.

“fantastic for client tracking”

Pros

Zendesk helps us stay on top of inbound client interactions and keep all that information organized in one place. We also use it to monitor the progress of audits and reviews handled by other teams that have an impact on our clients. That visibility makes it much easier for our client success team to share updates and important information which really helps us deliver a strong customer service experience.

Cons

I honestly do not have any complaints about this tool. It is very user friendly and being able to leave internal comments on its reports is something I really appreciate.

“user friendly agents”

Pros

The agent side is very user friendly and the addition of Explore has really improved the reporting experience.

Cons

The admin side can feel a little challenging at the beginning. Building reporting metrics can also be difficult if you don't have the right knowledge.

“clean ticket-focused workflow”

Pros

Zendesk clearly puts a lot of effort into the UX/UI which helps resolve tickets quickly and efficiently. It also doesn't overload users with too many features so the focus stays where it should be such as on handling tickets.

Cons

The reporting side could be better. Dashboards aren't very customizable, the CRM integrations feel limited and getting a full 360-degree view of the customer is still difficult.

“useful reporting, scaling issues”

Pros

Real-time updates keep everything current, automated workflows cut down a lot of manual effort and management is pretty easy with CSF/KPI-based reporting that makes tracking performance much more organized.

Cons

The self-service subscription feature doesn't hold up well when there's a high number of subscriptions under a single domain and the chart conversion API tends to crash when processing larger data sets.

“helpful reports and friendly setup”

Pros

The software feels user friendly to work with and the reports provide more useful and detailed information.

Cons

During the trial, it doesn't include enough features so you cannot really tell whether those functions work properly before deciding to commit to the software.

“plenty of features, dated feel”

Pros

Zendesk's biggest advantage is really its long time in the market which means it comes with a fairly wide range of features. That said, it also feels like they haven't put enough effort into improving or fine-tuning those features to keep up with where the industry is now.

Cons

The interface is a little confusing, outdated and unpleasant to work in. Honestly there are better options available for pretty much every individual part of what it offers.

“organized workflows and custom macros”

Pros

One thing that really worked well for us was how organized and customizable this software feels. Our company was able to set up custom macros for email responses and that made it much quicker and more convenient to send replies.

Cons

At first, the platform felt pretty complex to me. It was a little overwhelming in the beginning but after some time using it, I got used to it and it became much more manageable.

“powerful ticket organization”

Pros

Using Zendesk Suite has been amazing. As it makes it simple to separate teams, keep tickets organized and stay on top of everything more efficiently. It's also really useful for tracking topics of interest which helps us gather feedback and find ways to improve the member experience. On top of that the satisfaction surveys are a helpful way to collect even more input from users.

Cons

The SLA setup can be a little complicated and one limitation is that it doesn't let us customize different SLAs for different companies.

“helpful ticket history and tracking”

Pros

Writing ticket documentation in this software is pretty easy and changing a ticket's status is quick to do. It also lets you view the full history of each ticket which is really useful for keeping track of everything.

Cons

The user interface felt a bit complicated at times.

“excellent multichannel support”

Pros

Having chat, email and voice support all in one place makes customer conversations feel smooth across every channel.

Cons

I'd still appreciate more involvement from the account management side. We want to get the full value from the software but most of the time we're left to figure things out on our own.

“balanced ticket prioritization”

Pros

Its ticket management is well balanced overall. It lets us rank tickets by severity so the most complex and time-intensive cases can be handled first instead of getting buried behind less urgent requests.

Cons

One limitation with this tool right now is in its communication tools. For instance, it doesn't connect with file-sharing services which makes dealing with cloud-based attachments more complicated than it should be.

“flexible setup and customization”

Pros

Zendesk Suite is very easy to use and configuring it doesn't take much effort. There's also a wide range of customization available which makes it easy to adapt the software to different needs and workflows.

Cons

Nothing really comes to mind that I dislike about this software.