Zendesk Suite Reviews

“user friendly HR support hub”

Pros

Zendesk is the main support tool we use in our HR department especially since our company is pretty large. The interface is user friendly and it really helps requests move through the process quickly and efficiently.

Cons

I really don't have any complaints. For what I need it to do, this software works very well.

“keeps everyone on track”

Pros

It does a good job of tracking activity, checking task statuses and keeping everyone involved up to date on how work is progressing.

Cons

At times the app stops working which makes it hard for sales reps to update tickets when they're with customers and don't have access to a computer.

“Powerful reporting and integrations”

Pros

Reporting is not a problem anymore, staying organized is simple and the integrations work really well.

Cons

The apps could be better and there still aren't many options for phone integrations.

“Jira and email integration win”

Pros

Our team has been using Zendesk for around four years and the biggest advantage has been how well it connects with Jira. Every ticket shows up in both systems which makes tracking and managing issues much more convenient. It also works nicely with email so when you send a message, a ticket gets created automatically. That's a really useful feature.

Cons

Support is fairly weak and the documentation is not much better. On top of that the learning curve feels too steep for a customer service application like this.

“powerful ticketing and reporting”

Pros

Ticketing, reporting and the integrations with social channels and Amazon have all been essential to the success of our customer care team.

Cons

Nothing major comes to mind. If I had to point out one thing, it would be that some platforms occasionally leave messages marked as unread which can cause duplicate replies or a lot of did you respond to this one? confusion.

“helpful reporting”

Pros

Zendesk is fairly easy to learn and get comfortable with. The reporting is one of the stronger parts for me especially with the range of statistics it can generate. I also appreciate the different email, group and forwarding options since they really help organize how tickets are received and routed. Another useful addition is being able to mark tickets as new, open solved or pending which makes categorizing them much more effective.

Cons

One area where it could improve is statistics and reporting since I'd still like to see more options there. Features like setting deadlines or turnaround times for tickets would be especially helpful for tracking performance, reporting accurately and making sure goals are met.

“Shortcuts that save time”

Pros

Once you learn the basics, this software is fairly simple to work with and you can set up plenty of shortcuts that make using it much more efficient and save time.

Cons

It doesn't really have any standout wow factor. It's more of an average tool that does what it's supposed to do, nothing more and nothing less.

“reliable cloud support platform”

Pros

Setting up this cloud-based customer support system is very simple and it's something people generally appreciate across the board. The integrated platform also gives users confidence and reassurance that they're using the right solution.

Cons

Honestly I haven't run into any issues at all. This product has consistently kept me happy.

“Fantastic support on every device”

Pros

It stood out to me because I could use it across several devices, whether that was a desktop, laptop or iPad. That made a big difference when I was away from my desk since I could still stay connected and respond to customers without any trouble. The platform itself is very user friendly although getting fully familiar with all of Zendesk's features can take some time. On the plus side, they provide online webinars that are really helpful for learning the system and locating the specific data you need.

Cons

One issue that did get frustrating was working with internal notes when several users were included on the same email thread. There were times when we were trying to communicate internally as a team and certain messages would not appear as internal notes depending on which user was involved. It was not something that happened all the time but it was possible often enough that we had to stay alert and double-check carefully.

“organized tickets and time-saving macros”

Pros

Zendesk has made the office workflow where I work feel at least 10 times more organized. The ticketing system is clean and does a really good job of keeping everyone accountable for their own work. I especially love the macros feature and being able to add task lists directly to a ticket. Those tools keep everything organized and save a lot of time since no one has to rewrite the same email over and over again.

Cons

Their customer service is not the most responsive and when they do reply they are not always that helpful but it is definitely not a deal breaker for us. Aside from that, my only other complaint is that emails sometimes do not reach the recipient although that could also be related to our own security settings.

“accessible portal across devices”

Pros

Getting into the portal is convenient no matter which screen I am using, whether that's my phone or my laptop.

Cons

One downside is that reports or ticket dumps should really be included as a default feature across every plan.

“Macros keep support moving”

Pros

Macros are probably the biggest advantage of this software for us because they speed up our customer interactions quite a bit. When we're handling support, responding to customers quickly is essential to our success so having that feature has been extremely helpful.

Cons

The part I enjoy the least is the reporting functionality which is pretty tedious to use. If it were more organized and simpler overall, I think this area would be a lot better.

“quick keys save time”

Pros

About two years ago was my first time using this product and I hadn't even heard of it before that. It was very simple to learn and get comfortable with right away. A big part of my role involved sending emails constantly and we could create quick keys for almost anything which ended up saving us a huge amount of time.

Cons

I honestly don't have any complaints because I really enjoyed using it and never ran into a moment where it felt frustrating. Even when I needed to look up a specific email, I was always able to find it without trouble. Very cool software overall.

“Long time user for years”

Pros

I have been using Zendesk for more than five years and while it hasn't changed dramatically, it has consistently been excellent the whole time.

Cons

One downside is how slowly they roll out requested features. They also don't offer phone or live chat support so you're limited to email and the response time feels too slow.

“clear interface and helpful add-ons”

Pros

Using Zendesk Suite has been a really positive experience. The interface is very user friendly and simple to navigate which makes day to day work much easier. Messages appear in chronological order and internal comments or escalations are highlighted in a different color so everything stays organized and easy to follow. Another thing I appreciate is the wide range of add-ons you can include based on your needs or preferences even fun extras like a daily joke section to brighten the team's day. Overall, I am very happy using Zendesk.

Cons

I'd still like to see is a more convenient way to verify whether an email was received or bounced since that option currently isn't available and there are times when we really need to confirm it. Also this is less about performance and more about appearance but it would be nice if there were personalization options, such as themes, to make the platform look the way you want.

“customer support stays connected”

Pros

Keeping up with customers and managing ongoing issues is very easy with this software which makes communication much easier to stay on top of.

Cons

Working with email replies can be tricky at times especially when image-based signatures or inline responses are involved.

“straightforward ticketing experience”

Pros

Using Zendesk Suite is very simple and easy. From the end-user side, there's basically no learning curve especially if you've worked with general ticketing software before.

Cons

The thing it could do better is organization and customization, particularly when it comes to arranging fields and managing list views.

“affordable support powerhouse”

Pros

Getting started with Zendesk Suite was not a hassle and the pricing feels very reasonable for what it offers. The ticketing system is clean organized and simple to follow, while the platform itself is flexible and connects well with a wide range of other tools.

Cons

One downside is that the notifications can become a bit overwhelming at times and the platform has a fairly large learning curve if you want to take full advantage of everything it offers for support.

“reliable ticket handling”

Pros

Using it in Chrome has not been a problem and submitting tickets for processing is handled very efficiently.

Cons

When I tried running the software in Internet Explorer, it kept freezing and crashing with constant script errors. That made the whole project really frustrating.

“clean chat that just works”

Pros

Whenever I have needed Zendesk Chat for our Shopify account, it's been consistently helpful and simple to use. I haven't run into any glitches or errors at all. It also lets you send screenshots of the issue directly to the agent which makes troubleshooting much easier. The interface is very user friendly, with a clean, simple design that keeps everything simple. It feels a lot like texting on an iPhone, including being able to see when the other person is typing.

Cons

My only real complaint is that if I get distracted on another screen, the agent may end the chat before I notice their reply. It would be better if there were some kind of pop-up, blinking indicator or alert to let me know a new message came in. Otherwise, I have to start over from the beginning by reopening the chat and waiting again for an agent.