Zendesk Suite Reviews

“Decent platform”

Pros

Zendesk Suite gives both customers and admins a full customer support platform that covers the essentials well. Signing in, submitting tickets and tracking progress are all very easy. It's also simple to find tickets either by case ID or by searching keywords in the interface. I also appreciate that conversations can be marked as public for customers or kept internal for employees though you do have to pay attention before posting internal notes. On top of that it handles standard support needs well, including uploading logs and other related files.

Cons

The biggest gap for us was integration with other systems especially Salesforce. Pulling data from Salesforce or pushing data into it was not easy too and we ultimately had to build fairly complex scripts to make it work. During that process, we also lost most of our tickets which was important historical data and unfortunately could not be recovered. The tab-based navigation sounds helpful on paper but because the interface can be slow at times, it made the overall experience frustrating now and then. Search also tends to be sluggish occasionally and does not always return comprehensive results.

“user friendly support platform”

Pros

Across several companies I have worked with this has been the software they rely on for handling support tickets. The best part about it is how user friendly it is. Whenever I see a company using it, I usually take that as a sign they picked a good platform to support their customers because it's so simple to navigate and use.

Cons

Honestly I haven't come across any real downsides with it. Every time I have used it, the experience has been consistently positive.

“reliable case tracking and integration”

Pros

Keeping track of cases with the team works really well in Zendesk Suite and it supports collaboration nicely. The API is flexible too which made integration with our company website a good fit.

Cons

The background workflow functions well overall but it still doesn't offer the same level of flexibility as some other platforms, like Salesforce Service Cloud.

“fantastic ticketing and channel tracking”

Pros

After switching customer service platforms a few times because they felt slow or awkward to use, Zendesk has been to be good tool for us. Handling and reviewing customer contacts is fast and moving through tickets by tags, topics, dates or the agents who worked on them is very easy. It also connects well with other CRM and quality assurance tools which has made things much more convenient. The chat and phone features perform very well and having metrics available for each channel makes it simple to keep everything monitored. Agent profiles can be customized in a lot of detail too, including skills, languages and ticket priority which helps a lot with navigation and assigning work properly. Overall, the whole team is very pleased with it.

Cons

I really don't have any actual complaints At this point although it can feel a little expensive for smaller companies. That said, it still feels worth the cost.

“customer service backbone”

Pros

At this point Zendesk is like the go-to choice for a lot of small and mid-sized businesses that want to keep customer support running well. We've relied on it for years and whenever we moved away from it whether because of staff changes, plan shifts or functionality updates we noticed a clear drop in the quality of our customer service.

Cons

One frustration is that the reports can sometimes show inconsistent data and we were never able to pin down why. The built-in reports, such as average first response time, also aren't all that practical because there's no way to factor in support business hours so even one or two random after-hours tickets can skew the numbers.

“powerful integrations and helpful support”

Pros

Zendesk offers more integrations than any help desk platform I have come across. The support team is outstanding and genuinely helpful whenever needed. The interface can feel a little complex at first but after getting familiar with it, it becomes quite simple to work with. User management and role restrictions are excellent and for most missing features, there's usually an app or workaround available if you're a bit tech savvy.

Cons

The interface does come with a learning curve and can feel somewhat complex. The Talk feature is a bit confusing and calls sometimes have trouble connecting. There are no email read receipts and quite a few basic features are missing out of the box even though apps or workarounds are usually available.

“clean customer emails”

Pros

The emails sent to customers are really well designed and simple to read and follow which makes communication look polished and clear.

Cons

One downside is that it can feel like it charges extra for features that seem like they should already be included.

“fast setup and capable chat tools”

Pros

This tool was up and running quickly and the setup process was simple. Even my non technical team has been able to create their own automated messages without needing me to walk them through it. Once you're inside the dashboard and chatting with leads or customers, managing conversations is pretty easy too.

Cons

That said just like its standard Helpdesk product, the backend user experience also seems very outdated. There are layers of options inside other options and I often end up jumping between different settings just to find one feature that turns out to be hidden somewhere unexpected. A lot of the conditional logic is also confusing. Another frustration is that if I want several different chat types, setting that up isn't very practical unless I write custom code. The capability is there but it really seems built for developers.

“organized ticket workflows”

Pros

Zendesk makes it simple to close work orders while keeping everything well organized. It helps your team work more effectively and efficiently with the queue of work orders in front of you.

Cons

Getting everything set up does take some effort especially when tailoring the workflow to match your environment. Once that part is done though, it runs reliably and you can feel at ease.

“fast ticket handling win”

Pros

Every email that comes into our support inbox is automatically turned into a ticket which has been a huge help. We have several office staff members and each one spends about two hours a day, Monday through Friday, responding to customer questions, calls and emails, usually within 5 to 15 minutes.

Cons

There really aren't many downsides for us yet. The only thing I still need to figure out is how to respond to an email without sending the reply back to the original requester through the support page. We use a receptionist service to handle calls so when they email our support inbox, we don't always want the response going back to them. Instead, we'd rather swap in the customer's email address and contact that person directly. This may already be possible as I just haven't had a chance to dig into it yet.

“our IT team's backbone”

Pros

Our IT team relies on this platform for just about everything we do.

Cons

I don't have any cons to mention.

“packed with useful features”

Pros

Zendesk Suite comes with tons of really useful features especially the ability to store knowledge for the rest of the team in places that are simple to access whenever needed.

Cons

It can start to feel pretty slow when a ticket contains a lot of information and on an ongoing case that can end up slowing the team down.

“Quite a user friendly platform”

Pros

Navigating the platform has not been a problem at all and even after several design changes over time, it has remained user friendly and simple to use.

Cons

The biggest frustration comes when the system goes down because it can be difficult to reach the right person to report the problem and resolution sometimes takes a few hours.

“fantastic agent dashboard”

Pros

The agent dashboard stands out. In just a few seconds, you can see every active chat, what's waiting in the queue and which agents are handling each conversation. We also really enjoy the customer experience it creates through the on-screen pop-up inside our product. The automated weekly reports are insightful without feeling overloaded which gives us just the right amount of information to keep track of the overall health of our chat support.

Cons

Honestly I don't have any complaints. For the way our team uses it and for what our customers need, it fits us well.

“handy analytics and mobile chat”

Pros

One of the biggest advantages for me is being able to view website analytics right inside the software. When it's paired with Zendesk's ticketing system, any chats we miss can automatically be sent over as tickets so we can still follow up and respond later which is really useful. I also enjoy how well it works with the Zendesk Chat app since it lets me handle chats while I am away from my desk. The interface is also one of the most user friendly ones I have worked with.

Cons

One annoyance is the alert sound that plays when it asks whether you want to change your status. If the volume is set to anything above low, it can be pretty jarring and definitely catches you off guard.

“helpful chat routing and self-service”

Pros

Zendesk's chat widget has been a big win for us. It lets our sales and support teams quickly figure out what each person needs and whether they should be routed to another department or specific team member. The best feature is the help option since it gives customers a chance to find the answer on their own before being handed off to a live person.

Cons

The one part we don't really love is how open and closed tickets are communicated to customers. Since they often don't realize they're interacting with a ticketing system, it can lead to unnecessary confusion and extra questions.

“reliable helpdesk management”

Pros

Overall it has been an excellent and simple way for us to handle our technical service and helpdesk requests.

Cons

I don't have any complaints to share.

“endlessly flexible”

Pros

Zendesk Suite is incredibly powerful and the amount of customization and flexibility it offers seems almost unlimited. Even the app is excellent as I have actually reviewed and troubleshot support tickets from my bed at home just because it's that convenient for my work. Everything about it feels really well designed and put together.

Cons

I can usually point out at least one thing that could be better but honestly nothing comes to mind here.

“powerful support stack for ecommerce”

Pros

It really is like the standard choice for e-commerce companies right now. I honestly wish there were another platform with the same depth of features and functionality but I haven't come across one yet. The chat widget is simple to set up and I especially appreciate the way the help center can act as a first layer before customers reach live chat. We have people search our help articles first to try to find the answer on their own and if that doesn't solve it, they can move on to chatting with an agent. That setup makes much better use of our support team's time because they aren't spending as much time answering very obvious questions that are already covered throughout our site, at least most of the time.

Cons

One thing that frustrates me about this tool is the automatic your ticket is open and your ticket is closed messaging. It creates a lot of confusion for customers. We'll close a ticket or email thread and then it sends a separate email saying their request has been closed. A lot of customers especially older ones, don't understand what that message is referring to. They end up emailing us again asking what request was closed and then we have to explain it, close the ticket again and trigger the same closure email all over again. Sometimes it turns into a never-ending loop.

“organized support that keeps up”

Pros

Zendesk Suite works as an excellent ticketing system that keeps everything more organized and makes it much easier to respond to all customer concerns.

Cons

At times, the user interface can feel a little sluggish.