Zendesk Suite Reviews

“Scalable support”

Pros

One thing that really works well with Zendesk Suite is how it handles tickets and inquiries coming in from social media, online forums and chat, with a lot of customization available for each one. That makes it possible to tailor every communication channel to different demographics. It's been really helpful for scaling customer support and the automated email reporting is also a big plus for management.

Cons

The search can be imprecise especially since timestamps get shortened after about a month and only show up as months ago instead of the exact date. The interface also feels a bit dated and when there's a heavy influx of messages, it can start to look cluttered. That said these issues are not quite as serious in practice as they may sound especially for a smaller business.

“workflow and communication boost”

Pros

Rolling out Zendesk to more than 100 people with a team of four admins gave us a pretty good view of how it works in practice. The ticketing system is user friendly although there is definitely an adjustment period if your team is used to handling everything through email. The limitation of assigning a ticket to only one group has been a challenge at times but it has also made ownership and accountability much clearer. Overall, Zendesk has made a big difference in improving our workflow and internal communication.

Cons

One area that has been frustrating is Talk. It doesn't really fit our company's needs as well as the rest of the platform. We've run into connectivity issues and transferring calls to agents who aren't enabled for Talk is awkward and requires a workaround. On top of that you cannot transfer a call to an offline agent which makes escalations to managers much more difficult than they should be.

“customizable team-friendly support hub”

Pros

Being able to customize the help desk the way I need is a big plus and it works really well with multiple team members using it at the same time.

Cons

The hardest part was finding documentation that actually helped with the issues I ran into but after spending enough time on it, I was able to sort things out.

“customer-first support powerhouse”

Pros

Zendesk Suite feels very focused on the customer and the multi-ticketing options really help simplify the whole support process.

Cons

At this point I honestly do not have any major complaints and I am using it every single day.

“powerful integrations and ticket history”

Pros

After more than six years of using Zendesk, it has been an excellent tool for our team. It connects really well with Slack and Jira which is incredibly important when support needs to reach other teams and submit requests quickly. Everyone involved can open a ticket and see the full conversation history between the customer and the company especially the support team so people don't have to ask for the same details again and again.

Cons

One area that feels a bit limited is the helpdesk functionality around article creation and AnswerBot. Since I manage it across multiple customers, it sometimes recommends articles that aren't relevant to the end user because they belong to a different organisation.

“I like the support toolkit”

Pros

Compared with other helpdesk platforms I have used, Zendesk stands out as the best option. It comes with really powerful tools and the system is very simple to use and customize. It covers pretty much every feature you'd want to have in a support setup.

Cons

If there's one downside, it's definitely the cost. Overall it is an excellent platform but that quality comes with a high price and it's one of the more expensive helpdesk solutions out there.

“powerful help desk features”

Pros

Zendesk comes with a wide range of capabilities built in such as automated email replies, an integrated knowledge base, live chat and more. If you need a platform to run your help desk, chances are Zendesk already has the tools to handle it.

Cons

Setting up some parts of it can get pretty complicated. When forwarding emails to its address and creating rules, it isn't always clear why some tickets make it through while others get missed. More debugging tools would definitely make troubleshooting a lot easier.

“flexible ticketing for remote teams”

Pros

Being on a remote team, it's been really convenient to keep up with client requests and support tickets without things slipping through the cracks. I have also worked with it across different companies and one thing I have appreciated every time is how many setup options it gives you for building and managing support tickets.

Cons

There honestly wasn't much about the product that bothered me and it can be very powerful when it's set up the right way. If anything, the client onboarding could be improved because that part often felt messy and a bit slow for my teams when it came to adoption and getting everyone fully using it.

“zendesk keeps support on track”

Pros

Zendesk has been a really enjoyable tool to work with. It keeps everything organized and is very simple to use which makes a big difference when handling the couple hundred support tickets we get for the business. We use it at work and it does a really good job of helping me stay on top of everything.

Cons

A few of the views can be a little tricky to set up and navigate at first but once they're configured, they end up being very useful.

“powerful reporting and features”

Pros

The reporting alone makes Zendesk Suite worth the price. It comes with a huge range of features and reports and once everything is set up, they become incredibly powerful.

Cons

There are so many features packed in that making changes can sometimes feel a bit confusing.

“helpful ticket history lookup”

Pros

One thing that really works well is how simple it is to pull up the other tickets connected to the caller. It makes it much faster to understand the full history before responding.

Cons

A downside I have noticed is that forwarded calls won't reach your cell phone when the phone is locked.

“Great support features”

Pros

Zendesk has been a reliable partner when it comes to supporting my clients. The real-time functionality helps me handle several requests quickly which makes assisting customers much more manageable. It also comes with a wide range of useful features, including shortcuts, triggers, referral links, chat history, export options and user path tracking. On top of that I can view detailed user data such as IP address, browser, device and more. There's also a rating option available which is helpful.

Cons

If you already rely on dedicated analytics tools like Google's some of the features included in the Professional plan may feel unnecessary.

“Important triggers and reporting”

Pros

Having powerful triggers is a big plus and the platform also makes it easy to build detailed reports and track important metrics.

Cons

The downside is that Light Agent replies stay internal and do not switch a ticket's status to open so tickets that are escalated internally can sometimes be overlooked during the support process.

“top-tier support platform”

Pros

Zendesk Suite really is like the Salesforce of customer support software and there's a reason it's considered best in class. There are definitely cheaper tools on the market but none of them match the depth and powerfulness of the full product suite.

Cons

One area that could be better is the reporting which still feels weaker than it should be. With the company also moving into launching a CRM, it raises some concern that this product may not stay their primary focus.

“organized and quick to learn”

Pros

The layout is very user friendly which makes it simple to stay organized, convenient for agents to work in and fast to pick up without much training.

Cons

The Guide section which is the built-in knowledge base, doesn't offer as much customization as I'd want.

“flexible setup with helpful apps”

Pros

One thing I really like is how much this can be tailored to fit specific needs. That flexibility makes a huge difference both in day to day usability and in how the customer-facing experience comes across. The large selection of apps is another big plus and using them has really improved our workflow.

Cons

Right out of the box it's not quite ideal. The customer-facing side feels visually confusing at first and it definitely takes a certain amount of setup and refinement before it can be used efficiently.

“Helpful docs and strong support”

Pros

Having the option to create support articles and direct customers to them right from a service request has been really valuable. On top of that integrating Zendesk into the backend of our platform has helped our clients feel supported throughout every part of their experience.

Cons

At times it's been a little challenging to keep several people informed on the same support ticket especially when requests come in through different channels. Even so, whenever we've run into a problem, their customer service team has responded right away and been very helpful in getting it resolved.

“excellent customer support hub”

Pros

It's been excellent for staying connected with our customers and delivering support. I really haven't come across anything that works better.

Cons

There are quite a lot of features so learning how to manage everything can take a good amount of time.

“powerful reporting and multichannel support”

Pros

Zendesk works as a customer-facing web platform built to give businesses strong reporting and advanced analytics. It supports personalized customer service across both public and private forums which is really useful. Exporting ticket views to CSV is simple and the multichannel support across email, web, phone, chat and social media makes it very versatile. It also comes with pre-built integrations for Salesforce and SugarCRM which adds a lot of value.

Cons

There are still a few limitations in it especially with advanced trigger logic, restricted use of the CC field and the missing connection between chat and ticket reporting features. Reporting is based only on ticket fields and not much beyond that. Setting up roles and permissions can also be frustrating because of the constraints involved.

“packed with helpful ticket options”

Pros

It comes with a lot of options you can add to tickets which makes reviewing tickets much more effective.

Cons

At times it can be tricky to navigate and it does have some buggy moments.