Zendesk Suite Reviews

“Highly customizable”

Pros

Zendesk Suite can be configured to handle just about anything you need it to do.

Cons

The email delimiter cannot be removed and that can make support interactions feel a bit too automated which isn't ideal.

“Stellar reporting”

Pros

This tool stood out for how efficiently the ticketing workflow can be customized around each team's segmentation, permissions and internal processes. The built-in how-to articles feature is genuinely useful and things like tagging, saved common replies and automated assignments may seem small at first but they really help when it comes to scaling a team efficiently. Reporting is another strong point and when it's paired with the GoodData integration, it becomes especially impressive.

Cons

Oddly enough, for a support and ticketing platform, our own support experience with it has not been very good. We've ended up relying mostly on the platform's forum instead. One smaller annoyance is the lack of a better way to mention a specific collaborator in an internal ticket comment since that would make working together on tickets much more efficient.

“versatile ticketing that delivers”

Pros

It's a very versatile platform. We actually use it as our internal ticketing system rather than for its intended role as a customer service tool. Having the flexibility to respond to tickets through the app, on the web or by email has been really valuable for our team.

Cons

One limitation is that a ticket can only be assigned to one person at a time which can slow down how quickly tickets get handled.

“reliable 24/7 chat support”

Pros

Having a customer support platform like this has been a big help for handling customer questions and concerns in real time. The chat feature lets us assist clients around the clock, 24/7 which has really improved our service. Everything is properly documented and stored so it's available whenever we need to look back on past conversations. Sharing files through the chat is simple and convenient as well. I haven't run into any major issues or errors with it. The system runs well, our clients are happy and we've seen fewer complaints and delays.

Cons

Honestly I don't have any complaints about this application. The features and overall functionality are excellent and the customer support team is quick to respond and very accommodating. At this point it's the best chat tool I have used.

“fast ticket handling”

Pros

Handling tickets is really easy in Zendesk Suite. The interface is simple and I can select, reply to and close tickets very quickly.

Cons

One thing I wish it had is a tutorial built into the interface so new users could get comfortable with it faster. If there is one, I wasn't able to find it so I had to ask a friend for help. After that, it became simple to use. I also don't like that the YOU tab doesn't display the tags I am supposed to manage although aside from that, everything else has been excellent.

“helpful knowledge base and ticketing start”

Pros

Setting up a knowledge base has been a huge help for our team. We've also recently started using the ticketing system and that has been part of the rollout as well.

Cons

The setup and overall use can be a little difficult. On top of that logging in has been impossible so that definitely needs to be fixed.

“Organized and efficient ticketing”

Pros

Zendesk handles our client ticketing really well. Everything stays organized, the workflow is efficient and it's been a tool we've genuinely enjoyed using.

Cons

We honestly don't have any complaints. It's been a product we're very happy to use.

“well-documented support workflow”

Pros

It makes handling support tickets easy and pulling basic reports is pretty simple. The documentation is also thorough which makes setup and integrations much easier to get in place.

Cons

Building customized reports can be a bit challenging and that part of the system isn't the most user friendly. That said, the built-in automatic reports are still useful for simpler reporting needs.

“Customization that stands out”

Pros

Being able to customize calls, user profiles, email responses and required fields is what really sets this platform apart.

Cons

Even though almost everything can be customized, getting that setup done is often not simple. At my company, on top of paying a significant amount for the licenses, we also had to hire a consultancy to configure the software the way we needed.

“powerful customization and scalability”

Pros

Zendesk Suite has been a strong fit for us because the customization options and scalability are excellent. It really feels like they've thought through just about everything and whenever a new need comes up, they usually already have a way to support it. We also rely on the API and the training resources are something we really value when bringing new staff on board.

Cons

If there's any downside, it may be that the platform could feel a bit too complex for startups. Other than that, after many years of using it, I honestly cannot point to anything significant where they've let us down.

“handy support automation”

Pros

It is a bit like QuickBooks in the sense that it's enterprise-level software so there's definitely a learning curve and some work involved. That said it's very strong for management, customer support automation and the flexibility to purchase different packages and tools based on what you need. Features like being able to select a large batch of tickets and close them all at once such as during a website issue are especially useful. I saw another review call it powerful and honestly that description fits.

Cons

To be fair I am not an everyday user of the platform as I was involved more in the decision-making and advisory side of the implementation. With that in mind, the biggest complaint I have come across is around navigating the help forum and help desk, along with integrating some of the smaller features that could be beneficial. More than anything, it seems like not all the available options are immediately visible. They're in the system but you may have a hard time finding them.

“Cloud access for team ticket tracking”

Pros

Being cloud-based is a big plus and it lets multiple users log in, check help desk tickets and keep up with their progress without any hassle.

Cons

When using it to manage trouble tickets, there's an option to add extra users in CC on the email updates tied to those tickets. The issue is that the emails don't display who was CCed so I am never completely sure the people I added are actually getting those messages.

“Pretty easy to setup”

Pros

Zendesk Suite is very easy to use and the workflow automation features are user friendly and really capable.

Cons

Honestly I cannot think of anything about the software that I dislike.

“helpful threads and file sharing”

Pros

Using Zendesk Suite has been fairly easy overall and the simple threaded communication makes it easy to stay connected with customers. Requests also support file uploads and include all the basic communication tools you'd expect.

Cons

That said, parts of the user experience can still be confusing. There are several links in the navigation menu and it isn't always obvious which one should be used. It's also unclear at times whether a feature isn't supported by the software or if access to it just hasn't been enabled yet.

“Multichannel support”

Pros

Zendesk is one of the most widely used helpdesk platforms in business and it really helps teams understand customer concerns better and improve the way they work. It comes with strong features especially its multichannel support across email, phone, chat and social media which makes customer communication much easier to manage. The reporting and advanced analytics are also very powerful and they help a lot when it comes to understanding customer needs and focusing on the requirements customers are actually looking for. On top of that the UI is very good on the customer-facing side, with user friendly navigation across the different options. Ticket management is flexible and the automated workflows make it easier to track pending issues and figure out better ways to reduce similar problems in the future. A few additional features I especially appreciate are the Open API, the ability to export tickets into CSV for review, the inclusion of both public and private forms and SSO support with Twitter and Facebook.

Cons

One thing I like the least is that the software sometimes gets stuck when there are too many requests or during multiple selections. That said, the latest version has been performing much better and feels faster now.

“Slack and live chat win”

Pros

It's been really nice having it connect with Slack while also taking care of our live chat needs in one place.

Cons

I do wish the keyword feature worked a bit better since it could be more reliable.

“customer support powerhouse”

Pros

Zendesk is like one of those rare platforms that has fully matured and become the standard in its space. It's not just polished and well-built for customer support but also familiar to millions of service reps worldwide who already know how to use its features. Some of the world's largest companies rely on it to manage millions of tickets and support interactions every year. Chances are, you've probably interacted with Zendesk as a customer without even realizing it. It plays a huge role in reducing churn, maintaining positive customer sentiment and handling ongoing support demands. With licensing costs that are still reasonable, I honestly wouldn't choose anything else.

Cons

Its broad popularity comes with a tradeoff. Like it's not built for any one specific industry. Because of that many features are broad and flexible rather than highly specialized. To get the platform working exactly the way you want, you'll usually need to spend some time on customization, setup and ongoing management.

“reliable helpdesk standard”

Pros

Working as a network and system administrator in government, I was asked by IT to install and set up Zendesk for their team. The deployment and installation went really well and were easy to handle. These days, Zendesk is almost a standard platform for helpdesk operations and it was quick for the IT staff to configure and begin using. It includes all the features needed to support computers across a large network.

Cons

Nothing to point out at the moment, at least from the admin side. It has been simple to maintain and back up and I haven't heard any complaints from the IT team since they began using it about six months ago.

“simple ticketing that delivers”

Pros

Zendesk Suite keeps things simple for both customers and internal users which is a big plus. A lot of helpdesk platforms tend to make the experience more complicated than it needs to be but this one does a really nice job of keeping everything simple and user friendly.

Cons

It doesn't offer as many integrations with other CRM tools as a larger business might hope for. That said for simpler needs where you just want a dependable ticketing system that works well, it's a very good choice.

“powerful support tools”

Pros

Having the ticketing system, chat and guide all in one place makes it much easier to support customers effectively and stay consistent, without needing a lot of training upfront.

Cons

Nearly every feature feels like it is nudging you toward an upgrade or extra cost. It would be much better if each pricing tier clearly explained exactly what is included.