Zendesk Suite Reviews

“macros make support fly”

Pros

Using macros has made our customer service much faster. We set them up for the questions that come in most often so replying can be as simple as a single click.

Cons

Every now and then, if I am working in another tab, the live chat disconnects. When that happens, the agent shows as offline and notifications stop coming through.

“all tickets in one place”

Pros

The thing I like is having all of our customer tickets in one place makes them much easier to manage and keep track of.

Cons

Setting certain things up can be a bit confusing at times but overall the software is very good.

“helpful Shopify account visibility”

Pros

Having Shopify account details visible right inside Zendesk Suite is something I really enjoy. It makes it much easier to check customer information without jumping between platforms.

Cons

Spam messages are still frustrating to deal with and I really wish there were a filter to help manage them better.

“reliable support when it matters”

Pros

Zendesk brings a sense of calm when everything feels chaotic. Anytime I had a question or wasn't sure what to do next, their team was easy to reach and responded in real time.

Cons

Honestly I don't have anything negative to say about this company.

“helpful support, dated interface”

Pros

Getting started with this product came with plenty of questions and the customer support team was consistently responsive and helpful throughout the process.

Cons

The UX feels a little too old-school especially when it's stacked up against similar tools like Intercom.

“helpful automation and value”

Pros

There was a lot to appreciate with Zendesk Suite. The free trial was a big plus and gave us a chance to test everything before committing which we definitely made use of. Even after the trial ended, the pricing still felt quite affordable. The tracking and automation tools have also been really useful and are among the features I value the most.

Cons

Honestly I cannot point to much that I dislike about it. I have tried to think of a downside but nothing really comes to mind. I am genuinely a fan and feel like it's a great piece of software to spend money on.

“flexible access anywhere”

Pros

One of the best parts of this software is how accessible it is. I can use it on a computer or through the app on a tablet or mobile phone which makes it really convenient.

Cons

The only downside I have noticed is that tickets disappear after a certain amount of time so you have to search for them again.

“Easy to setup for support teams”

Pros

Considering how many functions Zendesk offers for a fully operational support team, the app seems very user friendly. We can put a new team member in front of Zendesk and within a day they're already working at a high level.

Cons

The workflows don't feel quite as efficient or as user friendly as some other support platforms I have used.

“flexible articles and keywords”

Pros

Being able to customize our articles and add keywords on the fly has been a big plus.

Cons

There really isn't anything I dislike about it.

“powerful automation and macros”

Pros

Putting together and maintaining documentation is easy and triggers and automations make it simple to handle repetitive work. The forms, labels, tags and other elements are highly customizable and macros save a lot of time during daily use.

Cons

The reporting side could definitely use some improvement, the documentation search is not always as accurate as it should be and it would be helpful to have a way to send the same email to multiple recipients through a CSV or something similar.

“clean ticketing and quick support workflow”

Pros

Adding Zendesk to our website was very easy. It has become the main place for all our customer support questions and issues. The layout is simple, navigation feels natural and it makes handling tickets, replying to customers and checking past tickets fast and easy.

Cons

The weak spot for me was their customer service and parts of the setup process were frustrating. It's definitely something you can finish on your own with a bit of time but having more helpful and friendly support during setup would have made a big difference.

“flexible setup and customization”

Pros

Working with it was a really pleasant experience. Within a single day, I had copied and pasted all of our content into a well-organized structure, brought in the same theme we were already using for our external documentation and even customized the stylesheet right in the browser. The whole process felt very user friendly and efficient.

Cons

My only real complaint is the limited number of free themes. The Copenhagen theme feels a bit plain and it would be nice to have a few more options included at no extra cost. I'd also love to see more WYSIWYG editing features for things like text formatting, columns and similar layout elements.

“ticket tracking boosts support”

Pros

Handling a high volume of customer questions and complaints has become much more manageable with Zendesk. It has really improved our customer service workflow and made everything far more efficient especially with the ticket tracking system and all the customization options. The platform is user friendly and it also gives customers more visibility and control by sending confirmation messages when we receive their requests, letting them follow up and allowing them to indicate whether they were satisfied with the support they received.

Cons

This is not really a negative but the platform includes so many features that it takes time to learn them all and understand which ones are the best fit for our workflow. I could definitely benefit from additional training in that area.

“reporting finally saves time”

Pros

The new reporting options have been a huge improvement and have saved me so much time.

Cons

The previous reporting setup was incredibly frustrating. Having to dig through everything just to run simple reports was extremely painful.

“snappy chat handling”

Pros

Everything is quick and responsive and switching between multiple chats is not a hassle. The functionality has been consistently smooth throughout use.

Cons

I haven't run into any issues at all like no glitches, no crashes and nothing problematic to report.

“User friendly support platform”

Pros

It gives us a very easy way to handle our customer service needs. The platform is user friendly and it feels familiar to all of our customer service team members which makes adoption very natural.

Cons

We're currently trying out a move to another tool because it has stronger social media integrations. At this point it doesn't seem to cover everything we need in that area.

“versatile support tools”

Pros

Zendesk covers customer service really well with detailed solutions for different support needs. For instance, setting up a Knowledge Base lets users find answers on their own before they even submit a ticket. It also automatically turns incoming emails sent to the support address into tickets which is very convenient. On the agent side, there are plenty of helpful features too. You can create templates for common issues making it much faster to reply to similar tickets. It also provides a practical API for gathering tickets from both websites and mobile apps.

Cons

Because it's such a broad and comprehensive platform, getting the same setup working across different environments like web and mobile can be challenging. The API implementation, in particular, tends to be complicated and somewhat frustrating to install.

“marketplace flexibility and custom domain mail”

Pros

Beyond the standard helpdesk features, it gives you access to almost any functionality you might need through apps in the Marketplace. It also lets you send email from your own domain with SPF and DKIM support which feels essential to me but still isn't something every competing product offers.

Cons

One important feature that's still missing is recurring tickets.

“organized customer conversations”

Pros

Zendesk keeps all of our customer communication organized in one place which makes everything much easier to follow and stay on top of.

Cons

Getting access to the more valuable features can make the subscription feel a bit expensive.

“versatile integrations and smart triggers”

Pros

The tool comes with a wide range of integrations and different triggers which makes it simple to automatically route tickets to the right agents. The integrations with various programs have been especially useful and it has been a big help for my team as a ticketing system overall. Internal notes are also really valuable because they help us stay organized and keep track of requests clearly.

Cons

One thing that could be better is the limited functionality with Zapier and Google Forms. I wish creating a ticket from a submitted form was a bit more easy.