Zendesk Suite Reviews

“good setup, confusing interface”

Pros

Getting everything up and running was fairly easy and the customer support team has been helpful.

Cons

The interface felt pretty confusing to navigate and the lowest-priced plan not offering multiple templates was disappointing. On top of that the default template looked unattractive.

“outdated and impossible to cancel”

Pros

None at all and since February it has been impossible to cancel the subscription.

Cons

It is old and outdated, with several features that are obsolete.

“fast navigation and linked orders”

Pros

It is really simple to get around and being able to connect apps is a huge plus. I can jump straight to a customer's orders or quickly check their account details without ever leaving my inbox view.

Cons

This may just be something I haven't figured out yet but I haven't been able to add a secondary contact when sending replies.

“all files in one place”

Pros

Keeping all my important files and schedules in one place has been really helpful.

Cons

I haven't run into any issues with it and I'd definitely recommend it to anyone.

“Support that delivers”

Pros

The interface is quite user friendly so managing customer interactions has been really easy. Overall it has really improved the way our team handles customer service.

Cons

Up to this point there really haven't been any major downsides. It has worked reliably and effectively for our team's needs.

“user friendly support hub”

Pros

Zendesk is very user friendly and getting around the platform is easy too.

Cons

One drawback with it so far is that the setup and configuration can be complex.

“simple console and clear ticket flow”

Pros

The console is easy to navigate, with a well organized layout that makes tickets easy to locate. The overall structure works well and the commenting system helps keep communication clear and organized.

Cons

The interface is a little dated visually and integration was not very convenient from my side as a third-party user. I was using it while managing vendors at a company and since it was one of my vendors ticketing systems, connecting it with the system I owned was harder than expected.

“widely used but slow support”

Pros

I like most is how many platforms rely on it as their customer service contact center. That broad adoption makes it feel like a trusted and well-established solution.

Cons

Well the part I like least about it is how long it can take to hear back from customer service especially when the issue is time-sensitive and needs quick attention.

“Fast alerts”

Pros

Being able to reach our customers through several communication channels has been really valuable. The notifications come through quickly and the live chat has made it much easier for us to handle customer support and resolve complaints without delay.

Cons

There is not really anything that stands out as a negative with the service. If anything, it would be helpful to have the option for more customer support agents to log in.

“multichannel support that delivers”

Pros

What I like is that being able to manage conversations across multiple platforms including social media is a big plus. The Slack integration is also very helpful and the analytics dashboard gives useful visibility into performance.

Cons

Getting in touch with customer support can be frustrating at times and the pricing is on the expensive side.

“clear ticketing but frequent reloads”

Pros

Navigation is really easy, the ticket view presents information clearly and it handles a large number of users well.

Cons

The refresh speed can be slow, it tends to reload often and it can let multiple users work on the same ticket at once which creates issues.

“Centralized support that delivers”

Pros

Zendesk helps me handle customer support from one place which is really convenient. It's excellent for keeping track of tickets and communicating with customers across different channels.

Cons

Well only downside is the price since it can feel a bit expensive especially for small teams that do not need every feature.

“flexible app integrations”

Pros

One of the best parts is how it connects with all the other apps you use which makes everything work together really well.

Cons

Honestly I cannot point to anything I dislike about it.

“departments united in one platform”

Pros

It's been very efficient having each department organized objectively within a single software platform.

Cons

A remaining challenge is improving employee engagement, along with boosting overall organizational performance.

“EASY ticket tracking”

Pros

The software does a good job of accurately tracking support tickets for our IT department which helps us stay organized and keep up with requests.

Cons

Getting the platform to feel truly feature-rich takes quite a few plugins and a lot of those add-ons come with an extra cost.

“handy for internal request tracking”

Pros

Using it to track internal employee requests has been really convenient. We rely on it as a form-based system for handling HR, IT and Finance questions and requests and it works well for that.

Cons

A few features don't work together as cleanly as they should. On the support side, it can feel like they decide how certain functions should work without checking with the customer first.

“all support in one place”

Pros

Having everything for customer support gathered in one place really helps me stay on top of conversations. It makes managing customer interactions much more effective and following up is a lot simpler.

Cons

There are a lot of features to work through during the initial setup.

“Smart knowledge base and support flow”

Pros

Setting up a knowledge base in it is very easy and it lets me create support articles for our clients without much trouble. It also handles email forwarding and integrations through SMTP and DNS verification so clients can email our support address directly and we can manage and reply to everything from inside Zendesk Suite.

Cons

The downside is that you really need a good budget if you want access to the more advanced professional features so it may not be the right choice for SMEs and startups.

“helpful integrations and dashboard”

Pros

It works well with other apps and having its own dashboard is a really useful plus.

Cons

Setting things up like configuring tags for example, takes too many steps and actions.

“Handy request tracking”

Pros

Submitting different types of requests is simple and easy.

Cons

There is a limit on how many files you can attach to each request.