Zendesk Suite Reviews

“reliable support platform”

Pros

It has consistently been an excellent company to work with. I really enjoy using its customer support tool to manage all of our incoming support requests. The platform has outstanding uptime, comes packed with useful features and is backed by a genuinely helpful team. Hats off to them!

Cons

The FAQ page structure feels a little limited and the overall design of those pages could definitely look better.

“all-in-one support win”

Pros

Zendesk has completely changed the way my company handles support. Fast customer service is a big part of our success and having everything in one place helps us keep tickets from slipping through the cracks while making our replies more consistent. The internal notes feature has been especially useful since our team can share information privately without customers seeing it. Customizing macros to speed up response times has also been a huge plus.

Cons

One thing that bothers me about it is that when I am tagged in a ticket, there isn't a dedicated spot on the dashboard where all of those tagged tickets are collected. That makes it harder to go back, review them and confirm that a response has been sent.

“real-time support that delivers”

Pros

Being one of the most widely used platforms on the market gave us confidence that this was the right choice for our team. After using it, we realized it really helps us communicate with customers in real time. Zendesk has made client support much more manageable especially when it comes to reaching out to them and that has led to better customer satisfaction overall.

Cons

There is still plenty of room for improvement so I am hoping future updates will add more value. Also if major upgrades are coming, I'd really prefer that the pricing doesn't become even more expensive.

“customer support that delivers”

Pros

Seeing Zendesk advertised on YouTube is what first got my attention and after using it, I can say it really helps businesses build better relationships with their customers. Since customers are the core of any business, having a platform like this makes a real difference. Once we started using the application, it became clear how helpful it is. With its helpdesk features and other useful functions, we're able to respond to customer needs much more effectively. It's definitely a valuable tool for any business.

Cons

At this point the overall quality has been outstanding and very useful. It feels like the kind of system every business should have. If I come across anything negative later on, I'll return and update my review.

“better free tools available”

Pros

I ended up a bit disappointed with this software. I only used the free version since the paid one is expensive. It does the job but there are better free options out there.

Cons

Other free alternatives come with more features.

“organized and efficient workflow”

Pros

Keeping everything organized in Zendesk Suite is very easy and it helps me stay on top of requests and priorities without losing track of what needs attention.

Cons

The email side of it is still pretty frustrating to work with. I do like that tickets are sent through email but following those conversations inside a mail app is difficult and can get confusing quickly.

“helpful notifications and translation”

Pros

Zendesk Suite is easy to use and using it day to day is very fun. The notification system works really well so it can stay running in the background without becoming distracting, while still keeping me updated. It also gathers a lot of useful website data and the translation feature has been especially helpful when dealing with a number of customers.

Cons

One downside is that it can feel a bit restrictive at times especially since some of the extra functionality comes at an additional cost.

“Budget-friendly help desk value”

Pros

With a limited budget, this gives you access to a help desk option. It doesn't offer every feature you'd get from some hosted platforms but considering the price, it's a very worthwhile tradeoff.

Cons

Since it's self-hosted there's a little more setup involved at the start. That said, every solution needs some level of setup and customization so it's not really a major issue.

“powerful reporting and integrations”

Pros

Plenty of things work really well here such as the integrations are amazing, the keyboard shortcuts save a lot of time and moving around the platform is very easy too. Plus it keeps getting better with updates, the reports are genuinely useful and the admin tools make setup and management much more convenient.

Cons

Compared with other similar platforms, the pricing can feel a little high especially for startups working with tighter budgets.

“helpful ticket status tracking”

Pros

Having multiple ticket statuses really helps keep emails and ongoing correspondence organized. I also appreciate being able to assign or reassign tickets to different teammates when needed.

Cons

Forwarding emails is not very convenient. The design also seems a bit plain and its Talk extension is hard to work with since adding contacts is difficult and handling two calls at the same time is not possible.

“powerful ticketing and add-ons”

Pros

Handling customer communication feels much more manageable with Zendesk. As tickets and emails come in, we can organize them by priority and focus on the most important issues first. We only switched to Zendesk recently but I have already been behd impressed with the range of plug-ins and add-ons available that make the platform even more capable.

Cons

None at all. Having used it a few years back, then stepping away to try several other tools, I can confidently say it's the best option available on the market right now.

“helpful live chat support”

Pros

The live chat lets customers connect with a support agent right away so their issues can be resolved on the spot.

Cons

When all agents are busy, customers end up having to wait.

“Feature-packed chat widget”

Pros

During our trial of Zendesk Chat, we tested how it might fit into our recruiting workflow. The product itself is excellent as it is easy to navigate, loaded with features and clearly well designed. Even though it wasn't the right match for our specific use case, we could still see how valuable the Zendesk Chat widget would be for any busy business that wants to stay connected with customers.

Cons

Getting everything set up is fairly easy if you're comfortable with technical tools but anyone less technical may need a bit of guidance to get it up and running.

“Responsive support powerhouse”

Pros

Over more than three years at a previous job, this software consistently delivered top performance. I never ran into any issues with it. The integrations worked flawlessly, including the Facebook connection which was especially useful. Any company that takes customer support ticket management seriously should consider it because it's such a responsive and reliable solution. The mobile app was excellent too.

Cons

Honestly I cannot think of any downsides to this software.

“flexible macros and triggers”

Pros

Macros, triggers and custom fields can all be tailored quite a bit which makes the platform really adaptable to different workflows.

Cons

I do not like that when triggers need to be activated, there is no option to assign them to specific clients.

“powerful reporting and integrations”

Pros

The reporting is really well done and the app integrations are incredibly helpful in day to day use.

Cons

One thing that's missing is the ability to move tickets to a specific view with drag and drop and there's also no way to group multiple emails and add them all at once.

“love the plugin integrations”

Pros

One of my favorite things about Zendesk Suite is the plugin support. We rely on the Olark plugin all the time and it's really useful when a customer chat needs to be escalated to someone higher up since that can be done with just a few keystrokes. If a chat comes in outside business hours and no one answers it, the message is automatically sent into Zendesk which is incredibly helpful.

Cons

The only real downside I can think of is that the tabs can sometimes feel a little confusing when switching between them to find support tickets.

“organized support that runs itself”

Pros

Keeping everything organized is so much simpler with Zendesk. Without it, I'd probably be jumping all over the place, unsure of where to go next or who needed a response. The platform is very user friendly and takes care of a big part of the workload for you which honestly impressed me a lot.

Cons

I really don't have any complaints about it. It handles so much of the work on its own and the customer support team has been amazing too.

“flexible integrations and powerful options”

Pros

One of the biggest strengths of Zendesk is how well it integrates with other tools, whether through APIs, the Zendesk marketplace, Zapier or other integrations. If something is not built directly into Zendesk, there is usually still a way to make it happen. The platform is user friendly overall although it also has some complexity to it. Until you spend some time learning the layout and how everything is organized, it can feel a little unfamiliar especially if you are coming from a different ticketing system.

Cons

Form creation in it used to be a really frustrating part of the product. Organizing and sorting forms was especially painful although they have improved that area with updates. The platform keeps getting better and they do continue adding features but some requested updates have been sitting in the community for years. That may be fairly common with software companies but a few of those features feel like they should at least have made it into a beta version by now.

“automation rules I loved”

Pros

Being able to set up automations and rules was something I really loved.

Cons

It is clearly designed for customer service but we were using it for client communication instead. Because of that some clients weren't happy with the formatting and found it less user friendly on their side.