Zendesk Suite Reviews

“clean ticketing with decent email flow”

Pros

Its interface stays clean and doesn't feel packed with unnecessary fluff. It works well for email-based interaction too, including opening and closing tickets and keeping track of communication history. There's also a search feature built in which is useful to have.

Cons

To many the search tool can seem confusing and the filtering options are pretty limited. As a submitter, I cannot add active users to a live ticket directly from the ticket itself. Attachments also don't always go through on the first try and sometimes I have to submit them a second time because they seem to get ignored when the ticket is first created. Another limitation is that there's no real way to reopen a ticket once it's closed as I have only been able to create a linked follow-up instead. Sometimes that works fine but other times reopening the original ticket would be a much better option and would help avoid extra ticket clutter.

“Powerful reporting and support”

Pros

The software is easy to set up and use and the newer add-ons keep adding useful features and more customization options. Their tech support has been outstanding. Insights, the reporting feature is essential for tracking trends and planning ahead for an IT team. The knowledge base is also a very valuable tool when you need quick solutions for the team.

Cons

The cost can feel a bit high for a smaller organization although the tiered pricing structure helps balance that out quite a bit.

“responsive support and flexible search”

Pros

Zendesk Suite software is incredibly easy to use from the start, honestly one of the simplest systems I have ever worked with. It offers several ways to search for the information you need and setting up custom templates for client calls was quick and convenient. Whenever we needed help, customer support was also responsive and available.

Cons

Every now and then it would sign you out on the phone and then the correct caller ID couldn't be pasted in even though the system is supposed to handle that automatically. While these problems were happening, we were still able to contact customer service and they did respond. That said, when your company relies on accurate information, waiting on hold for an hour or sometimes waiting hours or even until the next day for an answer can be really frustrating.

“ticket handling is a breeze”

Pros

Keeping up with incoming client tickets is really easy which makes day to day support much easier to manage.

Cons

The connected apps like Jira or the timer tool glitch and stop working until I clear my cache to get them going again.

“Good but a little confusing”

Pros

There's a consistent, standardized way to keep track of questions and concerns across different software and programs which helps a lot.

Cons

At times, it can be confusing to figure out how to submit certain issues or where to look for answers to solve them.

“Real-time chat that delivers”

Pros

Using Zopim gave me a way to chat with visitors on my website in real time which has been really valuable. The mobile chat app is very good and I also appreciate the instant email notifications sent to the admin whenever someone leaves a message on the site. Offline mode is especially useful because it helps make sure we do not lose customers.

Cons

The only thing I would really want is more customization for the pop-up window design. That said since so many useful features are available for free, there is not much to complain about.

“powerful ticketing and customization”

Pros

Zendesk Suite has been a really amazing ticketing system with a very clean interface. Everything is clear and easy to use and the integrations and APIs are a big advantage since they let us customize it the way we need.

Cons

At the moment I don't really have any major complaints. One thing that would make it even better though, is a Slack integration that allows us to raise issues directly from Slack.

“versatile support for growing teams”

Pros

A versatile and agile product with a strong focus on Support. It has made onboarding new agents really simple for my growing team as we started with 2 agents two years ago and now we're at more than 20.

Cons

It's missing some very basic functionality which feels odd considering how much effort has gone into more advanced features. Things like handling CCs on tickets are not done very well and ticket mentions also lack the ability to build business logic around them.

“clear comment separation”

Pros

Public and internal comments are distinguished really clearly with color coding. When it's yellow, I immediately know it's an internal note.

Cons

Some of the more advanced features are hard to even understand unless you have programmer-level skills.

“One-click workflow wins”

Pros

Zendesk brings a lot of convenience to day to day support work and keeps the workflow very organized. Things that take several steps in other ticketing systems can often be handled with a single click in Zendesk. Routine tasks are also manageable and working together with teammates is just as simple.

Cons

A downside is that some of the more advanced and appealing features can make the licensing quite expensive and even the basic plan is not the most affordable option available.

“fast learning and helpful macros”

Pros

Getting started with Zendesk Suite was quick for me as I learned how to use it within a day. As I kept using it, features like shortcuts and the different notifications made the platform even more convenient and helped me stay alert at all times. The ability to create macros is also very useful especially when managing many users at once. Another big plus is pulling metrics since users can track weekly progress and get a really helpful view of how they're doing.

Cons

One issue is that users get logged out of the chat box whenever the internet connection drops. It would be much better if the system allowed about two minutes for someone to fix the connection before automatically logging them out.

“helpful add-ons and quick actions”

Pros

Zendesk comes with add-on apps for tracking, hyperlinks for quick access and action tools so you can handle basic inquiry tasks without having to leave the platform.

Cons

One downside is that if it stays open too long, it often needs a refresh because the quick actions and add-ons can freeze. Running Zoom alongside it also tends to slow it down quite a bit.

“Best ticketing system by far”

Pros

After using a lot of different ticketing systems, Zendesk stands out as the best one I have worked with. The layout is easy to navigate and setting up things like rules, triggers, departments and macros is very simple. I'd absolutely recommend this system.

Cons

the thing to watch out for is billing as if you delete a CSR, you still need to go into your settings and downgrade your plan, otherwise you'll continue to be charged.

“email assignment that just works”

Pros

Handling and assigning emails across an organization is super simple and efficient with Zendesk Suite. I honestly wish every place I worked before had used something like this.

Cons

There are still a few minor kinks here and there that lead to small annoyances but overall it's a really great product.

“website chat that helps us connect”

Pros

Being able to chat with people visiting our website has been really helpful. For a company our size, it's nice to catch visitors during the workday and connect with them right away.

Cons

The frustrating part is that we only have one license. When the person using it goes on break, they often forget to sign out and then the rest of us cannot use the service. Buying a second license just isn't in our budget.

“Handy call center toolkit”

Pros

Zendesk Suite seems like a great fit especially for a smaller company. The part I appreciate most is how complete it is for running a call center. It covers phone support, email and live chat and it also offers strong reporting along with really useful data insights.

Cons

One thing that could definitely be better is how data exports are handled. It has a lot of information available but pulling exports for a specific time period seems unnecessarily difficult. Instead of being able to filter exactly what you need, you often have to download everything so better data filtering would be a big improvement.

“excellent knowledge base and startup perks”

Pros

They've really nailed how customer service should be handled. I especially love the way the knowledge base is set up and managed. On top of that they offer a startup program that can give you up to a year free which is a fantastic bonus.

Cons

The chat side feels a bit outdated in my opinion. I'd like to see it work more like Intercom does and I also think the chat could use more features overall.

“friendly reporting that delivers”

Pros

Working as a human resource analyst, part of my responsibility is making sure employees stay satisfied and can handle their jobs comfortably especially customer service representatives. That is exactly the kind of difference Zendesk has made in our company. The platform is very simple to use, highly user friendly and the reporting it offers is something I really appreciate. I would absolutely recommend it.

Cons

Even though I am really impressed with the reporting modules, I still think there's room to make them even better by adding more options. Other than that it's a very great program.

“Powerful metrics and visibility”

Pros

One of the best parts is how much insight the reporting gives. It helps track response times, wait times, satisfaction scores, individual agent performance and, most importantly, keeps a close eye on new incoming tickets.

Cons

The only downside is the pricing. It feels more expensive than competitors like Freshdesk especially if you need the full suite package that includes Support, Guide, Chat and Talk.

“reliable customer support automation”

Pros

It does a really good job of handling customer support automatically which has been a big help for our team. It's also convenient to use on both my personal computer and my smartphone so I can stay on top of things from either device without any trouble.

Cons

One part I wasn't satisfied with was how the support service itself works. I'd really like to see more training materials available so it would be easier to learn it properly and fix the most common mistakes when they come up.