Zendesk Suite Reviews

“help desk features that deliver”

Pros

Running and managing our Zendesk has been a good experience overall. It's a reliable platform with plenty of useful functions and tools that keep the help desk running well. The support page is especially helpful because it gives users a clear place to go when they need answers or solutions. Their support team is also responsive and usually gets back to us pretty quickly. I also appreciate the full feature set and how simple it is to add or remove users when needed.

Cons

Getting certain tools or settings configured can be a bit confusing especially when you're not completely sure whether everything is being set up the right way or if it will work as expected. It would be better if some of that process were clearer. That said they do provide an amzing library of support articles and those are helpful when you're setting things up or adding new features to your account.

“powerful support suite”

Pros

Zendesk Suite does an excellent job of providing a reliable platform with everything needed to keep a customer service team organized. The reporting and stats are really useful, the interface looks polished and even the mobile apps perform very well.

Cons

The part I am least happy with is the default help center layout. It takes quite a bit of customization before it matches your brand properly or looks professional.

“excellent automation and visibility”

Pros

Getting the email rules configured was easy. The automation features are really helpful and it does a good job of prioritizing requests while keeping end users informed about the status of their ticket from start to finish.

Cons

At the beginning, there was a problem with billing and with emails routing to our legacy Exchange server. That said, support handled it fairly quickly and got it resolved.

“Helpful ticket search, clunky interface”

Pros

Zendesk's search feature makes it simple to track down tickets when needed.

Cons

It is fairly heavy and doesn't have the same easy, natural flow that many other CRM tools offer.

“customizable and packed with options”

Pros

One of the best things about Zendesk Suite is how customizable it is. Agents can start using it without much training which makes onboarding much faster. The search works really well, the overall structure of the tool makes sense and there are plenty of options to work with. The marketplace and integrations also add a lot of value.

Cons

Getting everything set up in the beginning can be a challenge. Reporting is also hard to configure and not very user friendly. A few features still feel missing and the pricing model is frustrating since some basic functions, like light agents, are only available as costly add-ons.

“fast replies and helpful threads”

Pros

Every really good customer support experience I have had seems to have one thing in common that it's powered by Zendesk. I get a clear email thread connected to my issue, responses usually come back quickly and if something else comes up afterward, I can just reply to the same email and keep it going.

Cons

Nothing to complain about yet. The only minor issue is that some companies don't make their support option very visible so you end up discovering it through forum posts or by digging around their website.

“User friendly support workflow”

Pros

Using Zendesk Suite has been a hassle. Our support team works in it directly to manage client tickets and keep all communication in one place.

Cons

One limitation is that it doesn't let us customize whether a ticket should be created from an incoming email or not.

“affordable chat-to-ticket workflow”

Pros

Zendesk Chat fits nicely into the rest of the Zendesk suite so every conversation can turn into a ticket and the rep can follow up with the customer by email after the chat ends. Getting everything up and running is easy too and the added cost stays pretty low if you already have a Zendesk subscription.

Cons

The only issue I have run into is that agents have occasionally been assigned chats even when they were offline.

“ticketing and macros done right”

Pros

Opening new tickets and organizing them the way I need is very easy. The macros are simple, efficient and save a lot of time. It really reduces how long I spend replying to emails and messages since everything is synced in one place.

Cons

Honestly I am not sure I could have come up with a better design myself.

“Live chat for leads”

Pros

Our team uses Zendesk Suite to stay in touch with leads and it works well for that. One thing that can be a bit hard to keep in mind is turning off the active feature while the chat is live. Aside from that the platform is user friendly and simple to use.

Cons

The only real downside is that it's easy to forget to turn off the active status when I step away from my desk.

“powerful workflows and constant innovation”

Pros

It provides a simple interface on the front end while delivering a lot of power behind the scenes. It's simple for users to navigate and handle their day to day tasks and at the same time, administrators can create nearly any workflow they need. On top of that the product keeps evolving, with regular improvements that help it stay competitive in the market.

Cons

There are times when a feature you need is still missing but the development team is receptive to feedback and new ideas for improving the platform. If you stay active in the forums, you can actually see your suggestions make their way into the system over time.

“fantastic help desk coverage”

Pros

Zendesk works really well for help-desk tasks, whether the company is small or large. Getting it up and running is fast and most of the people I have seen use it picked it up without any trouble. It's also accessible pretty much anywhere, whether you're on a desktop, an Apple device or Android. One feature I really appreciate is the Knowledge Base. Whenever you solve a tricky issue, you can document the fix there so the next person can quickly look it up which can save a lot of troubleshooting time.

Cons

From time to time it does work a little slow. A lot of that seems tied to internet connectivity problems in the country overall. Still even when the connection is poor, I think it could handle performance a bit better especially since most of the information being loaded is text-based.

“excellent chat and mobile convenience”

Pros

Connecting with clients or prospects through chat is really easy and the mobile app has made my day to day work a lot more convenient.

Cons

I am a big fan of this tool though I do wish the mobile app included more features. If they expand it, I honestly wouldn't want to switch to anything else.

“powerful support suite”

Pros

Handles customer queries really well and comes packed with useful features. The thread feature is especially valuable because it keeps internal conversations and external communication clearly separated which makes everything much easier to follow.

Cons

The UI could be improved to make the platform more easy to use. Better pricing would also help especially if it were more supportive for startups.

“Ticket routing we rely on”

Pros

Zendesk's assignment system has been the biggest win for our team. It makes escalating tickets to the right person or department in the chain very easy for everyone.

Cons

Every now and then it runs into processing problems when several agents are logged into the same account at once. That becomes especially frustrating during onboarding since new agents can end up locked out and not know what they're supposed to do next.

“powerful for growing teams”

Pros

It works really well as a help desk platform for larger teams that are expanding. It offers plenty of integration options and the triggers and SLA features are a big advantage.

Cons

The platform is messy and not very user friendly. The interface is inconsistent, the overall design can seem off and their tier-one support is often not very helpful.

“chat and ticketing that deliver”

Pros

Using Zendesk Support together with chat for both sales and customer support has worked out really well for us. Since we started with Zendesk Chat and Support, we've brought in enough new users to more than justify the cost. Our readers also like having the ticketing feature available because it gives them confidence that we've received their request and will respond soon, unlike a regular email where they are never quite sure it reached us. Overall it's a really good option for sales or support and the pricing seems fair for small businesses too.

Cons

Its setup and customization can be a little confusing at times. If you make a mistake with triggers, it can be tough to figure out how to fix it even though the support team is decent. That said I don't really hold that against the tool because the platform offers a lot of features for more advanced ticketing. With that level of capability some complexity is expected especially for larger businesses or teams with more specific needs that will make use of those stronger tools.

“all tickets in one place”

Pros

Keeping every support ticket in one organized place is really helpful and makes it much easier to stay on top of everything.

Cons

The only frustrating part is having to sign in again every 30 minutes. I cannot just stay logged in and keep it open.

“versatile support hub”

Pros

Working in support, Zendesk has become an essential part of our daily workflow. It was quick to pick up thanks to the simple, clean interface which made the learning curve feel very manageable. The predefined responses save a lot of time and being able to pull customer conversations from multiple channels like our app social media, website and email into one place is especially valuable.

Cons

One limitation is that even though it includes a built-in spell checker, it still doesn't support certain languages such as Swahili.

“powerful APIs”

Pros

Both the agent and customer interfaces are very basic and training our staff as well as customers to use the help desk has been hassle-free. The REST API is flexible and feature-rich so it supports pretty much any custom functionality you can think of. On top of that the API documentation is well put together and includes plenty of clear examples to follow.

Cons

The agent interface can be a bit slow when it first loads. Every now and then, the UI also ends up in an odd state where a refresh is needed to get things back on track. That said, these problems do not happen very often.