Zendesk Suite Reviews

“reporting that keeps us on track”

Pros

The reporting tab gives me pretty much everything I need to monitor how the team is performing. I don't have to send data out to another tool just to pull numbers since it's all available within the same platform. My favorite part is the ticket stats which show a clear summary of how many tickets have been resolved, satisfaction score percentages and average first response times. I can also filter these details by whatever time period I need and when I want to dig deeper, those options are there too.

Cons

Using this tool on mobile has been a challenge for me because it's not as user friendly as the desktop version. On top of that the help pages could be much clearer and more direct. It often seems like I have to dig through too much content just to find the answer I am looking for.

“support workflow transformed”

Pros

Zendesk completely changed the way we handle support tickets for the better. Before using it, keeping accurate incident records and pulling useful reports was a real challenge. Now we can manage incoming support requests much more efficiently, assign tickets in just a few clicks, track progress through to resolution and pull insights that help us improve overall support performance.

Cons

One area that fell short for us was trying to connect it with our existing VOIP phone system. The integration was a bit limited and didn't end up being all that useful for what we needed to accomplish.

“customer support transformed”

Pros

Before rolling out Zendesk, all of my client support was handled through email and honestly it created a pretty poor experience for customers. After switching to Zendesk, my client satisfaction scores jumped by 80% and I was finally able to create, track and manage client cases in a much more organized and effective way. It's responsive, user friendly and above all very efficient. Implementing this in a business is a decision you really cannot go wrong with.

Cons

I genuinely don't have any complaints. Since adopting it, my company's productivity has reached a level it had never hit before and client satisfaction scores have risen right along with it. I am extremely happy with the choice to use this tool.

“stable and highly customizable”

Pros

Zendesk Suite has been very reliable for us and the level of customization it offers in workflows and setup is a big advantage. The reporting tools are also strong and give us the visibility we need and their support team has been consistently helpful whenever issues come up.

Cons

One limitation is the interface design. While the platform is flexible in many areas, customizing the actual GUI appearance is very restricted and even small visual changes like adjusting the background are not possible.

“powerful crm and chat integration”

Pros

Connecting it with our CRM and ticketing system has been a big plus. The chat features also make it possible for us to support both existing customers and potential users in one place.

Cons

It takes time to learn the platform well enough to really take advantage of everything it offers.

“Keeps everything together”

Pros

Compared with a lot of ticketing tools that rely on proprietary workflows and awkward processes, Zendesk Suite is simple and quick to pick up. It's simple to understand, simple to use and it doesn't take much time out of the day. Tagging and editing tickets are much less time-consuming here and the whole system is user friendly. One feature I really like is being able to add internal notes to a ticket without sending endless emails or notifying the client, while still keeping every conversation on the very same ticket. It's incredibly convenient to have all of that information organized in one place.

Cons

The simplicity can also mean it expects users to know how to tag items properly and judge ticket priority on their own which can make things harder if those skills aren't already there. That said, a supervisor or account manager can usually access things alongside you and help with prioritization based on the company's goals so there is support when needed.

“top-tier ticketing and customization”

Pros

Zendesk is hands down the best ticket management system I have used. It comes with a wide range of integrations that make it simple to keep records secure and always accessible.

Cons

Honestly I don't have any complaints. Nearly every part of it can be customized to fit exactly what's needed.

“clear team communication flow”

Pros

Getting the team started took very little training because the platform is very easy to use. One thing that works especially well is how clearly it separates internal replies from messages sent to customers.

Cons

Email generation can end up triggering too many notifications.

“Friendly admin setup”

Pros

Zendesk is very easy to use and from an admin perspective, getting new agents set up on the platform is just as simple.

Cons

I'd only want a little more color in the interface but it doesn't take away from how effective it is for answering tickets.

“powerful ticketing and reporting”

Pros

Using Zendesk has been a really enjoyable experience. It's very user friendly, the ticketing system works excellently and there's a lot of room for customization. The interface looks polished, the reporting tools are strong and overall it's actually fun to work with.

Cons

Honestly there isn't much to complain about and I'd definitely recommend this CRM. The only downside is that the licensing can be a little expensive.

“Costly add-ons and fragmented tools”

Pros

The platform is easy to use and it provides a strong way to manage the overall customer experience. Automation is simple to build and our team was able to learn the system without much trouble. It also includes an app store which helps expand its functionality when needed.

Cons

Dealing with their customer service has been frustrating. They are hard to reach, hard to work with and responses can take a long time, often without much real help. Their training sessions also frequently come at an extra cost. On top of that the pricing feels hidden. To access certain features, you may have to move up to the professional tier and then still pay additional fees for the feature itself. It became expensive very quickly on a per-user basis especially for basic functions that competing products include at no extra charge. The platform also feels too layered and those layers do not work together well. The chat widget does not integrate properly with the ticketing system and the phone system feels equally segmented. It comes across like several separate platforms were stitched together with only minimal integration.

“helpful ticketing for support teams”

Pros

Our customer service team can move through tickets efficiently in Zendesk. It's a really helpful tool for agents and, overall, a productive one as well. They can clearly see what needs attention and it's simple to keep track of who is handling what.

Cons

Setting everything up the way we need isn't always very easy. When that happens, the customer support also isn't especially helpful. Some of those smaller adjustments are only available if you're on the enterprise plan and paying that much more just for minor system tweaks doesn't feel worth it. Once you have a bigger CS team, the pricing also becomes pretty expensive. I am also not a big fan of its Guide module since managing FAQ articles can be frustrating and it sometimes takes forever to work out how certain things function.

“fantastic multichannel support app”

Pros

Getting support requests into the system is very easy for our end users with Zendesk. It lets us collect tickets from several channels, including email, text, the web portal and the app which has been a huge advantage. The mobile app is especially excellent because our support technicians can reply to tickets from anywhere without being tied to a desk. Any company that truly cares about delivering outstanding customer support should be using Zendesk.

Cons

Honestly there is very little to dislike about it. The one area that still needs improvement is the knowledge base functionality. We would really like the option to take a helpdesk ticket along with its resolution and quickly publish that content directly into the knowledge base but that capability is not available right now.

“powerful lead generation tools”

Pros

After spending quite a bit of time with Zendesk products especially Zopim, I can say they're genuinely useful, well built and reasonably priced. Adding Zendesk tools to a website can make a noticeable difference in lead generation and help the business perform better overall. Even the free trial includes all the features a small business would typically need.

Cons

Honestly I don't have any complaints. At this point they feel like the best option available in their category.

“LAGGY workflow”

Pros

The interface is user friendly and it offers a lot of extra applications beyond just the mailbox.

Cons

The design feels weak and the overall user experience is very poor, with plenty of logical issues when assigning conversations, applying tags and choosing a status.

“Great feature set overall”

Pros

Zendesk comes with a wide range of features and capabilities and it definitely feels like one of the strongest customer service platforms available. It hasn't completely wowed me but it's a dependable and well-rounded option.

Cons

Scaling with it has been a challenge. I wasn't very impressed with Talk or Chat and reporting has been a consistent struggle. Their newer update, Explore is somewhat tricky to work with, while Insights, the older reporting tool also is not very user friendly. I also wish macros allowed for a few more layers of organization.

“faster ticket handling every day”

Pros

Handling email and ticket support with this platform is very easy and it keeps the whole process nicely organized. The features I get the most value from are bulk ticket editing and the Play option. Play removes the ownership hassle by automatically pulling up the next ticket once one is completed which helps prevent multiple people from working on the same issue.

Cons

I do wish the interface were more organized and the integration options were stronger especially for tools like Slack, without needing an API connector such as Zapier. There are add-on apps available for it but getting them to work properly can be frustrating.

“powerful reporting insights”

Pros

The reporting provides a ton of useful information and my team has been able to rely on those reports to make data-driven improvements to our website.

Cons

One limitation is that you cannot start a new email from within the software. For example, if you want to contact a customer to let them know a style they'd probably love is back in the store, it won't let you send that message unless it's tied to an existing ticket. You have to use a regular email account instead so it's not very helpful for clienteling.

“Branded support that fits perfectly”

Pros

Sharing knowledge base articles, documentation and customer support through Zendesk Suite has been really convenient and it keeps our branding consistent while giving customers an amazing experience alongside our marketing website.

Cons

It does cost a bit more than what we really need though the benefits still make it worth it overall.

“powerful reporting and automation”

Pros

Zendesk is one of the best CRM tools available. Ticket management is very easy and keeping track of them is just as simple. It saves a lot of time because both internal and external communication happen in the same system. The integrations work really well and the reporting is powerful and reliable. Automated responses are also a very useful feature. On top of that adding plugins can extend the functionality and help simplify certain tasks. Overall, it's an excellent CRM platform.

Cons

The biggest downside is the cost. While it does perform a bit better than many competing products, the pricing still needs to be more competitive. Search functionality could also use some improvement. It can be glitchy at times although their support team is usually quick to respond.