Zendesk Suite Reviews

“centralized support that delivers”

Pros

Zendesk is the customer support system we rely on for the online school where I teach. We use it to handle student questions, complaints and general feedback about our courses and having everything in one centralized place has been incredibly helpful.

Cons

At times, the interface can feel a bit cluttered. I also wish the iOS app offered more customization options.

“Simple CRM for helpdesks”

Pros

It has been very easy to work with and fits our real estate business really well as a CRM solution. We've connected it to our internal helpdesk email and Facebook tickets and everything syncs well without any issues.

Cons

Honestly I don't have any complaints. It's an excellent helpdesk solution for small companies.

“excellent client chat platform”

Pros

The accuracy and efficiency really stand out here and it's easily one of the best platforms for chatting with clients.

Cons

Every now and then it crashes and getting it back up can take a bit of time.

“reliable ticket tracking powerhouse”

Pros

It has been an excellent ticketing system for our team. It's simple to use, configure and it helps us manage support work efficiently. One of the things I like most is being able to assign tickets to specific support engineers and track the entire troubleshooting process from start to finish. The interface is user friendly and it makes it easy to monitor the status of multiple tickets at once. The biggest advantage though, is how stable the platform is as we haven't experienced any crashes at all.

Cons

The one limitation is that we're restricted to the preconfigured statuses. It would be much better if those statuses could be customized to fit our specific needs.

“fantastic customer chat tools”

Pros

Setting it up doesn't require much technical knowledge as the process was very easy. The interface is simple to navigate and the platform has all the features you need in one place. The live chat is especially useful because it can be added to any website quickly, giving customers immediate access. Chats are also easy to track and assign to the right team members. The fact that there's a free subscription makes it even more appealing.

Cons

Honestly I cannot point to any real downside. The software feels very user friendly and it's clear the designers understood how important that is for customers especially since people will leave a site quickly if something feels confusing or inconvenient.

“outlook ticketing that works”

Pros

Being able to send emails straight from Outlook and have them turn into tickets is really convenient.

Cons

The only annoyance is having to choose a severity level every time while working in the system.

“effortless team collaboration”

Pros

It works really well for collaborating internally on support tickets especially with our offshore team. It helps everyone stay aligned and makes coordination across locations much easier.

Cons

I honestly cannot think of any downsides. It's very easy to use and hasn't caused any issues for our team.

“versatile ticketing powerhouse”

Pros

Zendesk's ticket management and Help Center really feel like the industry standard. Once you learn your way around it, working with other customer support platforms becomes much more familiar. It's also very flexible and the API makes it possible to integrate with most modern tools and platforms.

Cons

That wide feature set and integration capability can also be a downside. At times, the platform feels a bit sluggish and with so many options available, it can get overwhelming to navigate.

“professional support for small teams”

Pros

It gives our small company the ability to deliver support that feels polished and professional.

Cons

It comes with a lot of features and at times that can make navigation a bit tricky.

“reliable ticketing and helpful macros”

Pros

Zendesk has been really valuable for keeping all of our support tickets organized and properly triaged. Our team is in it constantly throughout the day so it's become a core part of how we work. The macros are especially useful because they keep everyone consistent with the language we use while also helping us respond more efficiently.

Cons

One frustration is that the reporting tools can be hard to set up at times and there are limits to what can actually be displayed on certain charts. That may be related to the version we're using but I'd still prefer to have access to all of the data and be able to export it for my own analysis which doesn't seem possible right now.

“open api and endless apps”

Pros

The open API is a big advantage and the company feels very forward-thinking. There are also tons of apps available which gives the platform a lot of flexibility and room to adapt to different needs.

Cons

The pricing can be high, the setup takes quite a bit of time and customer support can be slow on occasion.

“ticket handling that delivers”

Pros

Coming from managing a helpdesk team, Zendesk has really organized the way open tickets are handled and made the whole process much more efficient. The follow-up feature is especially useful for getting agents attention and helping us prioritize different workstreams properly. It has absolutely helped my team work more efficiently and cut down the time tickets stay open.

Cons

One area that could be better is reporting. The dashboards look very good visually but it can take a little while for the right details to load. I'd also love to have a template-based option for quickly building the standard reports that are regularly needed in a call center manager role.

“customizable and responsive support”

Pros

Working with Zendesk has been a genuinely positive experience. The level of customization and the different organization options feel like a refreshing upgrade. I have also been pleasantly surprised by how many self-service help resources are available and whenever I have reached out, the company reps have been knowledgeable and quick to respond to my questions. Overall, I have really enjoyed using it.

Cons

Because it is such a large platform, I still come across small details that seem to be overlooked. One example is the auto-assign/auto-answer feature for incoming chats. The function itself works perfectly but the chat windows open as tiny bars at the bottom of the dashboard and there's no way to change that behavior. I'd prefer to have all chats open in a separate tabbed window, more like an IM setup and appear expanded when they're auto-answered the same way they do when I answer them manually.

“flexible widgets for support”

Pros

Zendesk Suite has been an amazing tool for my team, mainly because of how modular it is and how many useful features it includes. Setting it up on a WordPress-based website is pretty easy and creating a widget for support, ticket management or even live chat doesn't take much effort. You can enable one of those functions or combine all of them with something as simple as adding a line of code.

Cons

Getting started can feel a bit overwhelming at first and there were times when support didn't fully answer the exact question I had. That said, they still usually pointed me in the right direction and helped me move forward.

“helpful training materials”

Pros

The platform is user friendly and it also includes clear training materials that are easy to share with the team during onboarding.

Cons

One downside is the apps as sometimes the trackers show inaccurate information so you end up needing an additional app to get the right data.

“mobile tickets and macros shine”

Pros

Being able to handle tickets from the mobile app and use macros makes it really convenient to open and close issues while on the go.

Cons

There honestly weren't many downsides with this software especially after customizing the home page so the items most relevant to your work are front and center.

“helpful chat insights”

Pros

Our customer service team relies on this software every day for live chat and it has been really useful. When we're outside business hours, it still captures customer messages and forwards them to email so we can respond as soon as we're back after the weekend. Another part I really appreciate is the reporting that shows where our customers are reaching out from.

Cons

One thing I'd still want to see is a texting feature. A lot of other apps offer similar functionality but also let teams communicate through text and that would make this even better.

“helpful support hub”

Pros

Zendesk Suite has become our go-to for handling technical support questions, live chat and general customer support. It's really convenient to work with and I even rely on the mobile app as part of my day to day use.

Cons

One thing that could be better is how much control there is over personalizing the tickets sent to customers. There are also times when people replying to a ticket cannot see everyone else who was cc'd which can be confusing.

“top-tier ticket handling”

Pros

Among customer support platforms this is probably one of the strongest options out there. It makes it simple to spot the tickets that need immediate attention and the activity log gives a quick view of what should be handled now versus what can wait until later. The whole system works like a very well-structured library of support requests so agents or even you on your own can sort, review and resolve tickets without much friction. Because everything is organized so well, handling a large volume of questions in just minutes becomes much more realistic.

Cons

The price is definitely higher than a lot of competing tools but the level of quality it delivers still puts it ahead of others in the same category. If your budget can handle it, it really doesn't give you much to worry about.

“well-structured deals and leads”

Pros

Zendesk Suite works well as a CRM and the way entries are organized is really amazing. Having separate categories for Deals and Leads keeps everything clearly structured and makes records much easier to manage.

Cons

A few fields would be better if they used a flag system with a pop-up list instead of leaving them as empty text fields to fill in manually.