Zendesk Suite Reviews

“reliable chat and self-service win”

Pros

Zendesk's remote chat tools have been a fantastic fit for us. More and more of our customers and clients prefer self-service so this ended up being exactly what we needed. It's fast, affordable and dependable and it really delivers across the board.

Cons

Getting everything configured exactly the way you want can take weeks or even months because of all the available features but once it's fully set up, the payoff is absolutely worth it.

“reliable ticketing powerhouse”

Pros

Over the past 4 years Zendesk Suite has been incredibly reliable, with hardly any issues at all. It connects well with our other programs and out of all the ticketing systems I have worked with, this has been the best.

Cons

One small annoyance is that it's not always obvious when a colleague is replying to a ticket since the icon can be missing or appear greyed out. Usually, a quick page refresh sorts it out.

“quick customer resolutions”

Pros

It's very easy to understand and works really well for fast, simple customer issue resolution and troubleshooting.

Cons

One complaint we've heard from customers is that they need to create a separate login to access our softwares interface.

“Great value for solo support”

Pros

The tool is easy to use in every manner. I'd still recommend reaching out to customer service so you don't miss any settings you may need. Once everything is set up, the system works well and even if no one is actively monitoring the chat, it will still send an email. The price is also extremely reasonable for a single user.

Cons

The settings can still be a bit confusing to work through. It also really helps to have someone dedicated to watching the chat feature, at least during the day.

“fantastic ticketing for IT support”

Pros

Zendesk worked really well for our IT support team as a ticket management system and it made resolving issues much simpler. Even without being an administrator, I had no trouble using it and it made delivering support not a hassle.

Cons

Honestly I cannot think of any downside to using it.

“billing chats work beautifully”

Pros

Having the option for customers to reach us through chat instead of calling has been a huge plus. When someone starts a chat with a billing question, I can specifically pick up that billing chat and help them directly. There is also a feature to take whichever chat has been waiting the longest which our support team is meant to use so it ends up working really well for both departments.

Cons

I honestly haven't had any negative experience with this tool so far.

“excellent support ui”

Pros

Handling support requests is very easy with Zendesk. The interface is one of the best I have used for managing issues across the board, whether it's for internal teams or external customers.

Cons

The pricing could be more competitive but other than that I really enjoy using it.

“user friendly chat and tours”

Pros

There were very few bugs and the platform felt very user friendly. It let me stay fully available for the people in front of me in person while also chatting with prospective tenants and scheduling tours at the same time.

Cons

One thing it was missing especially from a leasing manager's perspective, was a stronger notification system for unanswered issues.

“powerful ticketing boost”

Pros

Zendesk Suite has been an excellent ticketing solution for us. It gives users a very detailed yet simple way to submit issues, whether by email or by creating tickets directly. It has noticeably improved productivity and does a much better job of making sure IT problems are visible and get resolved.

Cons

The initial setup felt a little confusing at first but after spending some time with it, it became clear just how feature-rich this tool really is.

“Great support platform”

Pros

Compared with anything else on the market, Zendesk really is like the strongest option. It includes pretty much every feature a company could want, the setup is quick and easy and the customer support team has been excellent. It also connects with almost any tool we use so I'd confidently recommend Zendesk to any business.

Cons

Honestly there's very little to dislike here. They've built an excellent product.

“faq updates made simple”

Pros

Updating, editing and publishing changes on pages like the FAQ is really simple to do.

Cons

Overall, it handles the job very well. The only minor downside is that some updates can be a bit disruptive but that seems to happen with almost every platform these days.

“fast ticketing and insights”

Pros

Creating tickets is very easy and the data analysis features are simple to work with. It doesn't take much training to get started and the tool is quick to understand within just a few minutes.

Cons

The UI/UX still has plenty of room for improvement. It would also be helpful to have an option to send a customer reply and an internal note at the same time.

“powerful features and integrations”

Pros

Zendesk comes with a wide range of useful features and it integrates well with the other tools our team already uses.

Cons

The pricing and plan options could be more flexible.

“clean chat tools and strong value”

Pros

Right from installation it gives you a 14 day pro trial and once that ends, it drops back to a free version which is a really nice way to get started. Zendesk Chat also does a good job of teaching you how to begin chatting right away so you do not miss possible contacts or sales and the tutorial is short but still very effective. The interface looks clean and polished, with everything important placed right in front of you, including options to view website visitors, check analytics, monitor activity in real time, review chat history and manage team settings. When a request comes in, the dashboard alerts you immediately and shows useful details such as how many chats you have had with that visitor before, their browser and operating system, their location, whether they are a returning customer and how long they have been on the site. That means you have the information you need right away to respond properly. If nobody is available to answer, it also sends an automated apology to the visitor. On top of all that, the pricing is very reasonable for what you get and the support is excellent.

Cons

The only downside that comes to mind is that it does not integrate much with programs outside of its ecosystem.

“flexible reporting and API options”

Pros

It works well alongside CRM processes even if you are not using it strictly as a CRM. It comes with default reports and On top of that you can build your own reports to fit your needs. You can also add customizable fields which makes it more adaptable and the public API is very useful for integrating it with your own IT products.

Cons

One area that still needs work is how understandable the platform feels because it is not as comprehensible as it could be. It would also be much better if the issue tracking allowed managing more than one account at the same time.

“clear ticket visibility and itil support”

Pros

Zendesk keeps things calm and organized for both customers and the helpdesk team when reporting incidents, issues or system problems. It does a good job of managing communication between everyone involved while also keeping a full record of the history. Customer satisfaction improves when communication stays clear and transparent and Zendesk makes that very visible. You can quickly check the status of a ticket and see what is being worked on or what is still pending, while waiting for updates. It also fits well with ITIL practices since the platform was clearly designed to support that way of working.

Cons

The mobile app comes in handy but it still is less mature and not as feature-rich as the native app. When it comes to onboarding, the knowledge base and documentation are not always very simple either. A lot of the time, we have to dig further or rely on online forums just to get clearer answers and understand things better.

“helpful search and ticket tracking”

Pros

The tool works much better than our built-in software helpdesk because it gives me far more ways to search and narrow information by keyword. The homepage is organized with categories that link to the most commonly searched topics and when I still cannot find what I need, I can submit a request directly from that same page. It's also useful that my activity is tracked since it keeps a record of the requests and support tickets I have submitted.

Cons

I haven't really had the chance to use other search platforms in a similar way so I don't have much to compare it against. That said because the software we use is specific to our industry and wouldn't apply outside of it, the software seems to do a good job of providing searchable articles. This helps users find answers on their own instead of calling support and waiting on hold.

“timely agent reminders”

Pros

One thing that's been really useful is the ability to send reminders to agents after a set amount of time. It helps keep follow-ups from slipping through and makes the workflow feel more organized.

Cons

Getting the more advanced features configured is a bit tricky and the setup process can take some time to figure out.

“practical and innovative suite”

Pros

This is one of the best software tools I have used. It's very user friendly, practical and brings innovative value to a business.

Cons

I honestly don't have any improvements to suggest because just about everything feels nearly perfect.

“reliable support tracking”

Pros

It has been dependable for handling communication issues especially support-related ones. One thing that's particularly useful is being able to search emails using the support ticket ID number.

Cons

There did seem to be a bit of a delay between submitting a ticket and getting feedback although that may not necessarily be caused by the software itself.