Zendesk Suite Reviews

“flexible and reliable everywhere”

Pros

Zendesk Suite has been really flexible to work with and one of the biggest advantages is that the performance feels just as good on mobile as it does on desktop which matters a lot when you're constantly moving around. It also connects with almost all of the support tools we already use so choosing it made perfect sense.

Cons

The only downside I have noticed is that customer support can take a little while to respond unless you're on their highest-tier premium package.

“excellent self-service knowledge base”

Pros

It's very simple to use and the knowledge base is excellent for self-service support.

Cons

The chat feature isn't very mobile-friendly especially when handling a low volume of calls.

“quick setup and powerful tools”

Pros

This software was up and running very easily and didn't take much effort.

Cons

Getting help with report setup and some of the other tools is really difficult. The reporting side is also quite confusing to work with.

“reliable global ticketing”

Pros

Working on the customer support team at an internet marketing and SEO software company, I have had a really positive experience with Zendesk. It's user friendly and simple to use which makes day to day support much more manageable. The email-based ticketing system lets us stay in touch with clients around the world and keep track of every conversation without much effort. I'd definitely recommend it.

Cons

At times some tickets seem to go missing inside the system and somehow disappear.

“neat tools for everyone”

Pros

Zendesk Suite has a very clean platform and the tools are easy to use. Even someone without a technical background can work with it comfortably.

Cons

One thing that bothers me about this tool is that it occasionally stops working and the date information can be inaccurate. Because of that I have had to pull the data manually at times.

“flexible tickets and instant alerts”

Pros

Whether I am at my desk or using my phone, I can get into Zendesk Suite from practically anywhere and the mobile app sends notifications right away. It also gives a lot of flexibility when organizing and managing tickets based on priority. On top of that it integrates well with other software through the API and the documentation makes the implementation process very easy.

Cons

One thing that's frustrating is that once a reply has been sent, there's no way to edit it.

“chat timing tools are fantastic”

Pros

One thing I really enjoy is being able to see exactly when a customer has viewed my chat, with the timestamp showing up clearly which helps a lot. It also shows when the customer is typing so I can pause, let them finish or get my reply ready and wait for their message. That makes conversations seem more understandable and helps me respond right away. If the customer goes quiet, a little snooze Z symbol appears and reminds you to follow up which is really useful for timing and alerts.

Cons

I have used a different chat system before and I can honestly say this one is far better. Everything I mentioned above makes customer conversations smooth and truly helpful. I haven't run into any problems with this software at all and I really like how it's designed. I truly don't have any downsides to mention.

“versatile customer support favorite”

Pros

Overall it has been a pleasure to use. It makes it simple to handle everything we need, from staying connected with customers to customizing the setup the way we want. It really covers all the bases for our team.

Cons

Honestly there's not much to complain about. They've done an excellent job improving and updating the platform over the years.

“organized customer replies”

Pros

Zendesk Suite makes it simple to stay in touch with customers in a very organized and efficient way. It helps me answer their messages within minutes after they send an email which keeps communication fast and manageable.

Cons

Having to verify every customer's email is frustrating and feels like an unnecessary waste of time. There are also times when their emails do not come through to us which is a problem.

“cloud knowledge base essential”

Pros

A lot of the products we work with include a Zendesk knowledge base built right into the software and it works perfectly in the cloud. Zendesk is set up in a way that makes it simple for new users to search for articles, find relevant content and quickly share those resources with others through a URL. It's a really smart platform and feels essential for self-paced learning in today's tech-driven world.

Cons

I honestly don't have any complaints at all. It is modern, user friendly and genuinely necessary.

“powerful automation and smart details”

Pros

Once everything is set up properly, ticket management can run automatically without needing constant human involvement. It also covers a lot of small details really well, with features I now use regularly that I hadn't even considered before and they end up helping a lot with managing tickets.

Cons

The system can do a huge number of things but that also becomes a downside when something goes wrong. Because there are so many features, it can be quite hard to get a clear solution from the support team when a problem comes up.

“reliable support hub”

Pros

Whenever an issue, question or concern comes up, Zendesk is there to capture it. I can set up my macros and jump right in, replying while the timer tracks my response time. That feature helps keep both my staff and clients on schedule so no inquiry slips through the cracks. I also have Zendesk connected to Gmail which makes communicating by email or chat quick and convenient. On top of that we've built several help articles for clients to use which saves my agents a lot of time and gives customers a fast way to find answers. Overall, my company and I use this software without any real problems and I can confidently say I'll keep using Zendesk for all of my clients support needs.

Cons

The part I like least is how confusing ticket completion can be. The way the open and closed ticket statuses work is not always clear especially from the client's side. They sometimes get messages during different stages of a task that feel a bit alarming or misleading. My company can usually step in and clear it up quickly but it still ends up being an inconvenience.

“fantastic support and friendly UI”

Pros

Everything about it has been excellent such as customer support, the feature set and the friendly user interface all stand out.

Cons

The pricing is on the higher side and some features come bundled together. We really value the built-in chat support but not all of the included extras are useful for us.

“customizable chat and knowledge base”

Pros

One thing that works really well is how the chat is built right into the ticket interface, while still giving you the option to pop it out into its own window when you need access to extra features and functionality. It's also nice being able to customize the knowledge base theme instead of being stuck with something plain and generic.

Cons

I do wish the different products were brought together a bit better in the same UI or at least within the same browser window. Managing everything can get frustrating when you have to keep multiple tabs open for its different products.

“helpdesk integration done right”

Pros

Zendesk Suite works really well when you connect it with other tools and that makes helpdesk work better and useful for both users and companies.

Cons

It can still feel somewhat limited depending on specific needs and you usually have to spend time using it to understand whether it fits the issues you want to handle.

“powerful ticketing and integrations”

Pros

From day one this tool has checked every box for me. It's very simple to use, easy to manage and connecting it with third-party apps is easy. You can add apps like Trello, Husky Reports and others without much effort. I also like being able to view previous tickets submitted by the same user and set up shortcuts that appear on the right-hand side. It's helpful to see which staff member is handling each ticket and the reports are put together really well which makes tracking responses much easier.

Cons

Honestly I haven't run into any real problems. The only issue I can recall was when some tickets were not being delivered because they got stuck on the server. Even then, the team resolved it very quickly and everything was back to normal. Aside from that one incident, I haven't experienced any other outages or issues.

“friendly support that goes above and beyond”

Pros

It still amazes me how consistently on point they are. Even though they're an outsourced customer service team, they really come across as people who understand each organization and its customers individually and they genuinely go the extra mile to help. On top of that they're always polite, approachable and very friendly to deal with.

Cons

The only real frustration is the response time. I understand they're probably handling hundreds of customers and organizations but support issues are usually time-sensitive and waiting can be frustrating. Sometimes it takes much longer than it should and there are also times when they say they'll follow up and then don't so you end up having to reach out a second time before getting a response.

“flexible suite with outstanding support”

Pros

Zendesk Suite is an excellent place to start if you need a full-featured ticketing and issue-tracking system. The products in the suite fit together really well so it feels like a complete solution rather than a bunch of separate tools. It's highly customizable and still simple enough to get up and running without much trouble. One of the biggest highlights is the support especially during pre-sales. The team is incredibly responsive and takes the time to understand your requirements before you spend a single dollar.

Cons

There is a small learning curve at first and the pricing can be a little steep for a small business or startup especially once you begin adding the complementary products.

“versatile live chat powerhouse”

Pros

Across most of our brands, Zendesk Chat has been a really complete solution for handling live customer contact. It lets you assist visitors while they are still browsing the website so they do not need to leave the page to make a phone call or send an email. It works well both as an inbound support channel and as an outbound tool to help drive more sales. Another big advantage is how much you can tailor it to fit your business, from setting opening hours to creating automatic messages and personalized shortcuts which saves agents from typing the same responses over and over. There is also an option to route chats automatically based on each agent's skills, such as language or area of expertise which is very useful. On top of that the reporting dashboard gives a good overview of team and agent performance, showing who is available or busy and how many chats each person handled over a selected period. You can also sign up for regular email notifications which is handy.

Cons

If I had to point out one area that could be better, it would be the reporting side for agent performance. I would really appreciate the ability to download more detailed and user friendly reports especially for things like time online because the current exports feel a bit too raw and not ideal for doing a quick analysis of how agents are performing.

“powerful support workflow”

Pros

Between the triggers, macros and mobile app, Zendesk feels like a very capable platform for technical support teams. When it's configured well, tickets can be routed directly to the right people without much hassle.

Cons

The limits on how many agents you can have can be a bit awkward to work around and I'd also like to see more options for filtering tickets.