Zendesk Suite Reviews

“powerful automation for teams”

Pros

Built for customer success, Zendesk also works really well for internal operations. Tickets can be used to connect different areas of the business with the IT department, for example. The automation and trigger tools are really useful too and the best part is they don't require any coding knowledge.

Cons

Its functions and features aren't very simple at first. If you only want to be a regular user and stick to the more basic parts of the product, there's still a bit of a learning curve before it feels familiar.

“helpful support and tutorials”

Pros

Zendesk Suite is easy to use and working in it is simple to understand. One thing I really appreciated was how quickly the Zendesk support team responds and resolves questions. On top of that the tutorials and videos are genuinely useful and make the whole experience even better.

Cons

At this point I really do not have any major complaints. If anything, you may need to put in some effort to explore what you want and try things out by watching the tutorials but I would not really consider that a serious downside.

“powerful and versatile platform”

Pros

It handles an impressive variety of tasks which makes it useful across different teams like sales, customer success and support. It's a flexible platform and connecting APIs or apps from the marketplace is fairly easy too. After getting familiar with how it works, it becomes a really strong tool to use every day.

Cons

A few limitations are still surprising especially considering some requested features have been sitting in the community forums for more than three years without being added.

“packed with trusted features”

Pros

Zendesk Suite offers a huge range of features and that's one of the biggest reasons I value it so highly. It's a well-established platform that has clearly been refined over time and it remains one of the most trusted options in this category. For a medium-sized or large business, it really feels like the right fit. It's loaded with capabilities and customers are already familiar with it which adds another layer of confidence and trust.

Cons

For startups or smaller businesses though, it can honestly feel like more than you need and I think there are other solutions that are better suited to that size and stage.

“helpful macros and integrations”

Pros

Connecting Facebook comments and emails in Zendesk is really simple and the option to create macros makes handling ticket responses much more efficient.

Cons

One issue is that macros can get distorted when replying to Facebook comments, with certain symbols showing up although they work fine when responding to emails.

“flexible support channels and tracking”

Pros

Zendesk offers a very complete set of customer service features and that is a big reason why I enjoy using it. The interface is very user friendly and the fact that it can be customized makes it much more comfortable to work with on a daily basis. Agents can quickly see important information about the customer which helps make the support process faster and simple. Another thing I appreciate is that customers can choose how they want to be assisted since the platform provides multiple real-time support channels. On top of that the ticket management is highly efficient because agents can add different notes to the same ticket and several team members can even assist the same customer when needed which makes the workflow much more productive. Being able to track both users and tickets is also a major advantage because it helps keep everything organized and in order.

Cons

Even though it is a very efficient platform with strong tools that make customer service faster, simpler and more tailored to each client's needs, there are still a couple of areas that could be improved. One is the pricing since the available plans are quite expensive and could be more adaptable to companies of different sizes and needs. Also while the reporting feature works very well, it is not very easy to use so creating reports can end up taking more time than it should.

“powerful support setup”

Pros

Its support site is very powerful. If something doesn't come customized exactly the way you need right out of the box, there are still plenty of ways to adapt it. The platform includes a lot of automations, lets you create macros for messages you send often and has gradually added more support channels so you can meet customers where they prefer, whether that's chat, phone or email. It also offers features like Answer Bot which uses AI to help reduce how much customers need to rely on live support agents. One thing I really appreciate is that even as an admin with little prior knowledge, I can put together a strong customer support setup pretty quickly.

Cons

The downside comes in if you want to build a customer support help desk site using their Guide option. It only comes with a single template so if you want your site to look different or feel more unique, you either need web design skills or have to learn HTML, CSS and JavaScript yourself.

“powerful support features”

Pros

Zendesk is a really good customer service platform when you already have a clear idea of what you need from it. It comes with a lot of features and depending on how you plan to use them, they are fairly simple to install and configure. Their customer support is also very good, with responses coming in within a reasonable timeframe. The free 30-day trial is a nice bonus especially since you can basically keep starting a new one after it ends. On top of that the pricing options are quite varied. Honestly it is hard to go wrong with this software.

Cons

Setting everything up can become pretty complex and fairly manual especially depending on your level of technical knowledge. If you are not very tech-savvy or do not want to spend time reading articles and comments to figure out the best way to use it, this probably will not be the right fit. Reporting through Insights/GoodData and Explore can also be quite frustrating since for more advanced reports, such as tag reporting, you need to build your own metrics.

“valuable chat for customer questions”

Pros

Getting ZenDesk Chat onto our e-commerce site was very easy which was a big plus. Customers seem to really enjoy using it and it gives us another way to connect with them besides phone or email. That also helps us respond faster. Since our products are highly engineered, having a channel where people can quickly reach out with questions or ask for more details is incredibly valuable.

Cons

One thing that's a bit lacking is the overall look and feel of its chat platform. Other chat tools like Drift and HubSpot Chat, come across as much more polished in comparison.

“smart chat history and tickets”

Pros

One feature I really appreciate in this tool is how it recognizes when a customer returns to the site and brings up the earlier conversation automatically. It can also track users by IP address which helps identify them even when they do not share an email address or name. Another useful part is that it creates a support ticket automatically as soon as the customer starts chatting with the team. On top of that you can build a knowledge base or help library inside it so customers can first search for answers on their own and if they still do not find what they need, they can move straight into a live chat with support.

Cons

There was one confusing situation I ran into while using this at a previous company and I am honestly glad I no longer work there. A customer contacted support with a specific issue and did not provide a name or email address but I still helped resolve it. A few days later, another question came in from the same IP address. Since I happened to remember that IP, I assumed it was the same customer and ended up sharing information that actually belonged to someone else. You can imagine how badly that went. I would not say this is entirely the software's fault but it really should show some kind of disclaimer or warning so situations like that are less likely to happen.

“organized and reliable ticketing”

Pros

Compared with most in-house ticketing tools I have worked with, this is a much better ticketing system. Everything is well organized and it's easy to use.

Cons

Getting around the platform can be a bit tricky at times but it's still far better than many other ticketing systems.

“knowledge base that really delivers”

Pros

We brought Zendesk Suite in mainly to build a searchable internal knowledge base for employees. Since then, we've decided to expand it into an external resource too so people outside the company can make use of it as well. It should really help reduce training time and cut down on all the back-and-forth emails around frequently asked questions. At some point, we may even end up using the ticketing system too.

Cons

Search works very well for people using it on the front end but getting content added in the beginning was a bit confusing and not the most user friendly part of the platform. It feels like there are several layers to click through before you can reach everything inside the site. Aside from that, I really don't have any complaints.

“reliable support with strong admin tools”

Pros

Using Zendesk Suite as an end user is not a problem and on the admin side it offers strong functionality. The bolt-on options are simple to add, setup is quick, customer support is helpful and the 99.9% uptime has been very dependable.

Cons

The GoodData add-ons are more complicated than they need to be, the reporting isn't as strong as what some competitors offer and the pricing is on the expensive side.

“excellent customer communication”

Pros

The tool's functionality has been excellent and it gives us a really fast way to communicate with customers.

Cons

The licensing is expensive so every day we end up switching profiles around so different team members can use the system.

“helpful features every day”

Pros

The feature set is really helpful and it's simple enough for both internal teams and external users to work with every day without much trouble.

Cons

There are still a few quirks and glitches that can make certain tasks harder than they should be.

“customizable and efficient support”

Pros

After working with plenty of ticketing platforms, Zendesk stands out as the best one I have used. It's highly efficient, offers a lot of customization and handles the job really well.

Cons

I really haven't run into any technical problems so there isn't much for me to complain about.

“reliable support workflow”

Pros

Having used Zendesk at two different companies for customer service communication, I can say it works well for collecting questions and feedback while keeping responses organized and manageable. It's an efficient system that helps teams stay on top of incoming requests and customers are far less likely to be missed or get duplicate replies like they often can with a shared customer service email inbox.

Cons

My biggest frustration is that it doesn't connect with the industry-specific software I have to rely on every day. Constantly jumping between a dozen different platforms depending on the task gets tedious fast. If there's an opportunity to build customer service functionality directly into your own proprietary software, I'd definitely recommend going that route.

“flexible integrations and shared visibility”

Pros

One of the biggest advantages is the massive range of integrations and apps you can add which makes the platform feel almost endlessly customizable. Our organization relies on dozens of other tools and services and many of them already had connection options with Zendesk before we adopted it which was a major reason we decided to switch. It also makes direct, personal communication with clients possible while giving other people across the organization the ability to review tickets, learn from them and share information internally.

Cons

Getting started was challenging and there are plenty of little quirks that take time to understand and can be frustrating in the beginning even though they become much less noticeable once you learn them. Some features, like ticket type, are still somewhat confusing. For instance, after nearly two years of using the software, I am still not completely sure what practical difference there is, if any, between Question and Task. And if there's a built-in way to notify me when a task is due, I still haven't come across it.

“clean layout for busy support”

Pros

Handling a high volume of emails and call tickets feels much more manageable with this software. Moving between tasks is simple when multitasking and the interface keeps things focused by showing only what is needed. The layout is clean, clear and visually appealing which makes daily use very pleasant.

Cons

It does not happen often but sometimes names fail to populate correctly and occasionally parts of an email are mistaken for a person's name.

“fantastic for small teams”

Pros

Chatting with prospects and gathering their information was really easy with Zendesk Suite. It was simple to learn and getting new users trained on it didn't take much effort at all. I'd definitely recommend it to other small business owners.

Cons

One thing I wish it handled better is allowing more than one user to use the software at the same time. There were also moments when I wanted the system to be a bit more flexible so our work could be easier.