Zendesk Suite Reviews

“ticketing and macros are fantastic”

Pros

Zendesk's ticketing workflow is very user friendly and easy to navigate. We rely heavily on inbound and outbound customer emails along with internal notes in our day to day operations and Zendesk handles all of that really well. Macros for sending quick responses are easily one of my favorite features and a big part of how we use the platform.

Cons

One issue we run into is that some emails do not come through when they include too many photo attachments. Since we're a garment rental company, photos are important for helping resolve fit-related concerns. We can usually work around it by asking customers to split the images across two or more emails instead of sending everything in one message.

“jira integration that delivers”

Pros

It is fairly easy to set up and it integrates really well with JIRA.

Cons

The default views don't always highlight the details you actually need so I usually end up making a few extra clicks, like re-sorting by a more useful field, every time I open them.

“Amazing free chat option”

Pros

The free version is capable enough to handle the basics and gets the job done. That said, if you are not using Zendesk's other products, there is not much reason to stick with Zendesk Chat on its own.

Cons

It does not come with automation or many advanced features built in and the backend interface feels pretty dull to work with.

“flexible features that fit”

Pros

Zendesk Suite comes with a wide range of features and getting everything set up is pretty easy too. It can be tailored to match your business needs without much hassle.

Cons

Some of the apps inside it can be unreliable at times and migrations tend to take a while.

“help tickets with useful history”

Pros

Submitting a help ticket is really easy and I can attach files, track its progress and leave feedback once I get a response. It's also really helpful being able to look back at older tickets later whenever I need to reference them.

Cons

One thing that still causes issues is notifications. When another person opens a ticket and assigns it to me, I often don't get an email alert right away and I usually only get notified after they send a second message on the same ticket.

“flexible support with strong reporting”

Pros

It is pretty easy to use, with a clean interface that's simple to navigate. It gives a good amount of customization, the support team responds quickly and the newer reporting features have been really impressive.

Cons

The biggest downside is the price which feels pretty high and the UI does come across as a little dated.

“help center boosts self-service”

Pros

Zendesk Suite makes it easy to assign tickets, collaborate on them and get customer support issues resolved. On top of that publishing articles is very uncomplicated. Our team has built more than 100 Help Center articles for customers and those resources, along with the option to organize them into learning paths, have led to a noticeable increase in customers helping themselves within our app.

Cons

The Help Center still seems somewhat limited to me especially since competitors like Intercom offer a customer communication and education tool that is less powerful overall but simpler to use.

“powerful team tracking platform”

Pros

Beyond standard ticketing it also works really well for tracking backlog items and keeping the team aligned on progress. The interface looks clean and user friendly and client communication comes across polished and organized. Since it's SaaS, there's no need to worry about hosting headaches either.

Cons

The newer UI update had a bit of a learning curve and took some time to adjust to.

“flexible forms and helpful routing”

Pros

Getting agents comfortable with Zendesk Suite doesn't take long since both the web interface and the app are pretty easy to use. The forms can be configured and customized to capture all kinds of issues and they can automatically route tickets to the right departments so follow-up happens faster. It also supports multiple views which can either be shared across the team or kept private for individual agents when needed. After a ticket is created, end users can simply respond through email which makes the process much more convenient on their side. The analytics tools in it are decent and the permission settings along with the different user roles available are good too.

Cons

That said some platform limitations become more noticeable once you spend more time with the system. Certain settings cannot be customized for each individual form which makes fully tailoring reporting and analytics harder than it should be. There are similar restrictions with SLAs, particularly when your end users work on different schedules or different days of the week since the broader default settings aren't always very practical in those cases. Another downside is that there isn't an app available for end users.

“smooth integrations and live support”

Pros

Zendesk Suite connects really well with HubSpot, Zoho CRM and other third-party tools which makes everything work together without much effort. The setup process was simple and it helps provide real-time support to customers.

Cons

I haven't run into any issues at this point. It's been a great tool so far and the pricing feels quite reasonable.

“helpful email threading and visibility”

Pros

Having the full email thread and all of a customer's details on a single page is something I really appreciate. New emails keep coming into the same conversation and the internal notes stay visible right alongside everything else which makes it much easier to follow the full context.

Cons

The software does have a few limitations especially when it comes to tracking certain types of data.

“customer support powerhouse”

Pros

After trying several support platforms, this one has clearly been the best for our customer service team. It includes everything an agent needs to assist customers and stay informed and it also makes it very clear to track team productivity while helping clients effectively.

Cons

Because it runs on Amazon, there can occasionally be some downtime. That said, they always keep users updated whenever an issue comes up and it usually only lasts a couple of minutes. Other than that, we really haven't had any problems with the platform.

“a lifesaver for busy inboxes”

Pros

Between overloaded inboxes and nonstop customer emails, Zendesk has been a fantastic way to bring order to the chaos. If you're searching for a tool to manage a huge volume of messages, this does the job really well. Being able to label contacts and reply to emails directly through Zendesk gives a customer service team a much better handle on everything coming in. Shared inboxes can get out of control fast and it's usually hard to tell what has already been answered but Zendesk makes that clear with ticket statuses like closed, pending and more. Those features, along with plenty of others, are exactly why it stands out. The add-ons are also really useful and the integrations with other systems make it even better.

Cons

Honestly I loved everything about this tool. I never ran into any problems with what I needed to get done.

“crm workflow powerhouse”

Pros

It's been a huge asset for our CRM team since it helps organize processes, workflows and the tracking of customer issues. It's also easy to use and understand.

Cons

The only thing I'd change is the ability to edit replies aside from that I don't have any complaints.

“fantastic live chat and support tools”

Pros

Running live conversations with customers through Zendesk chat has been really helpful for the business. The setup process is quick and simple and it handles calls, chats and even data sharing between customers and staff in one place. It comes with strong features and useful functionality that can really support business growth especially since good customer service keeps people coming back. The platform is easy to use and offers great value for the money.

Cons

It has been working effectively for me the entire time I have been using it so I really haven't run into any issues to complain about.

“flexible workflows and detailed reporting”

Pros

It was easy to set up and run for my team and the platform offers plenty of configuration options to work with. The migration process was also very manageable. One of the biggest strengths for me is how much detail you can pull from the GoodData reporting, along with the level of control available for ticket handling through Automations, Triggers and Macros.

Cons

A few basic features are surprisingly absent though. For example you still cannot simply forward a ticket to a third party directly from the tool. To work around that I had to build a separate form with triggers and email channels which does the job in a pretty difficult, makeshift way. On top of that reporting is being moved away from GoodData to a paid in-house option and that feels a bit frustrating since it seems like I may end up paying extra for something that used to be included. I am reserving judgment until I see how that transition plays out.

“email and macros work brilliantly”

Pros

Connecting it with email and Facebook accounts for support was easy and being able to build macros with dynamic content has been really useful.

Cons

The SDK integration can be unstable and the pricing model is a drawback.

“affordable ticketing that delivers”

Pros

Our website support runs through Zendesk and it has been a budget-friendly system that still covers everything the company needs. Ticket handling is organized in three ways such as triggers, macros and automations. It also connects with our CRM and the broad feature set helps us save a lot of time.

Cons

I really haven't run into any downsides while using this software. Our team got comfortable with the interface within a couple of hours and tailoring the system to our needs took about a week. Since then, the way we interact with customers has reached a much better level.

“Great support for ecommerce teams”

Pros

Works well for customer support on e-commerce sites. Plus it covers ticket management and support features in one complete platform and getting everything set up and running is pretty easy.

Cons

It would be better with more flexible pricing plans and a bit more room to customize certain features.

“clean interface with powerful features”

Pros

It comes with a clean-looking interface and a wide range of features, possibly even more than needed. It definitely takes a while to get familiar with how everything works and to understand the logic behind the platform.

Cons

While we were on the free trial, technical support through live chat was available and the help we received was outstanding. Once we moved from the trial to a paid account, that live chat option was no longer available to us so every issue had to be handled by email instead. The Support Team often takes many hours to respond even when the issue is critical and the replies usually do not resolve the problem. They tend to send just one email per day which means it often takes around 6 days to fully fix a single issue.