Zendesk Suite Reviews

“excellent issue and feedback tracking”

Pros

The tool worked really well for keeping track of customer issues and collecting customer feedback in one place.

Cons

The downside was that the system went down pretty often and at times parts of the ticketing feature would be offline and unavailable to use.

“versatile ticketing for teams”

Pros

Tickets can be created directly through email which makes the process convenient. It works well for both internal teams and external users and the reporting and overall ticket management are easy to handle.

Cons

The email formatting can be difficult to follow at times. Automated messages also tend to create confusion and the pricing is definitely on the expensive side.

“Simple setup, fast adoption”

Pros

Zendesk is very easy to use and just about anyone can get comfortable with it in no time.

Cons

One thing that still feels limited is the case reporting and I think it could offer more depth and options.

“powerful ticket workflow tools”

Pros

Handling 800+ new tickets a day was much more manageable with Zendesk. It gave our team everything we needed especially when it came to assigning tickets and moving them along as each task was finished. The reporting features were also incredibly useful and the relationship management tools added a lot of value for our operations manager.

Cons

Getting new analysts and business development reps up to speed took time. A lot of that comes from how much the platform can do since training had to be tailored to each person's role and responsibilities. On the plus side, its integration with Gmail worked really well.

“versatile ticket routing tools”

Pros

Customers can handle their tickets either through email or the web portal which makes the process really convenient. It's also flexible when it comes to setting up different queues, categories and tags, helping with better routing, escalations and reporting for data analysis.

Cons

Other than a few quirks with some add-ons, I really haven't run into any major issues.

“open api and strong email feedback”

Pros

One of the biggest strengths is the open API and it can also be used in CSV format. The email system is especially strong when it comes to handling feedback.

Cons

It is a bit pricey and the support system for both customers and businesses still has room for improvement.

“handy ticket tracking”

Pros

Submitting forms and sending in tickets is quick and easy. Everything stays organized in one place and having request numbers makes it really convenient to reference each one later.

Cons

I haven't had much visibility into what happens on the back end so I am not really sure what other features or capabilities are available beyond what I use.

“fantastic add-ons and ticket updates”

Pros

Having tools like Answer Bot and the Web Widget built right into the help desk has been really valuable. It gives us direct communication with end users and they automatically get notified whenever a ticket changes status from open to pending to solved. The tagging system is also very useful for separating tickets and finding information quickly. On top of that tags work well with add-ons like triggers so messages can be sent only to specific predefined tags and organizations.

Cons

It on its own seems a bit limited in functionality unless you pay for additional add-ons.

“fast support workflow”

Pros

The interface is very user friendly and built to keep the support process efficient. Features like follow-ups and canned responses really helped our team respond faster and work more efficiently.

Cons

Getting everything set up can take a while but if it's configured properly, it puts your team in a really strong position.

“helpful ticketing for team inboxes”

Pros

It's been really useful for keeping an eye on our general business email and distributing tickets across the team so nothing gets missed.

Cons

We ended up moving away from it once we switched to HubSpot since that already includes its own customer email monitoring. I did like using it but my one frustration was that it didn't work directly on top of Gmail so it became another separate place to check every day.

“helpful ticket sharing for teams”

Pros

Zendesk worked really well for us when we were using it temporarily to handle support tickets. It was especially useful while our business was still growing because we could divide issues between different team members instead of relying on one person to manage everything.

Cons

Having an outside platform manage our general business email was a little inconvenient. It just meant one more system to log into and keep an eye on every day.

“powerful reporting and metrics”

Pros

The functionality, reporting and metrics are standout parts of Zendesk Suite and have been really valuable to use.

Cons

There are extra charges for add-on features but overall it feels fair for what you're getting.

“strong tools for one brand”

Pros

Zendesk works well for larger teams operating under a single brand. It offers plenty of customization options, useful macros, great reporting and a wide range of helpful forum features on top of the core platform.

Cons

When I needed to manage multiple brands though, it didn't really fit. Customizing tickets in a way that supported responding by email was difficult and that limitation ended up pushing me to use a competing product instead.

“flexible channels at a fair price”

Pros

After comparing Zendesk with a few other platforms, a few things really worked in its favor. First, it brings multiple communication channels together in one place and unlike some alternatives social media channels are already included in the pricing. With Zendesk, those social channels are covered in the per-user cost so you're mainly paying extra only for add-ons like the Knowledge Base, Live Chat or a bundled package. Second, the per-user pricing felt fairly reasonable compared with other solutions we considered. That mattered a lot to us because even though advanced features can be useful, we didn't want to overspend on tools and services we wouldn't actually use. Third, the support for third-party apps was a real plus. We could pick and connect outside tools through the App Directory which made it possible to add functionality that doesn't come with the core Zendesk product.

Cons

One downside is the mobile app. Like a lot of companies, it seems to have put out an app that is just okay but it still falls short of the web platform. Another issue comes up with social media channels, such as you cannot attach documents or media and can only reply with text. That may be fine if you never need to share files with potential clients but for sales teams it's a real limitation since a lot of business can come in through social media. The unread support ticket behavior is also frustrating. For some reason, it shows tickets as unread for every administrator or user even when someone else is already actively responding to that same ticket.

“versatile support tools”

Pros

Handling different kinds of customer issues with this product has been really effective. Tickets come in and are organized by category which helps operators provide the right assistance quickly. It supports both a ticketing system and an online chat option and the canned replies make response times much faster. Tickets can also be filtered by pending, unsolved, resolved and other statuses so everything stays clear, visible and user friendly.

Cons

To be honest I haven't run into any issues with it at all as it's been a great product.

“fantastic ticketing for support”

Pros

Zendesk Suite has proven to be a good tool for handling customer questions. Since it's a ticket-based system, queries still come in even when you're not online which is really convenient. When the ticket queue gets long, you can sort everything using different filters and prioritize the most important ones first. It's an excellent way to stay organized and resolve customer issues effectively.

Cons

I haven't run into any problems with it and it has been working well for us.

“reliable ticket tracking powerhouse”

Pros

At our company Zendesk is the system we rely on for the IT helpdesk. It gives the IT team a clear way to assign tickets and keep track of them efficiently which helps them handle and resolve a large volume of IT issues without things getting lost.

Cons

Since we started using it a few years ago, I really haven't run into any negative experiences with the software.

“customer support that delivers”

Pros

Zendesk Suite is a really great way to support customers, hear their feedback and resolve their problems. It can help improve your service in a lot of different ways and the free trial is a nice bonus since you can test it before committing.

Cons

Because it's such a large platform used by companies across many countries some parts can be a bit complicated to handle. You may need extra help to figure certain things out.

“fantastic 24/7 support toolkit”

Pros

It is an excellent option for running a customer support system. The interface is very user friendly and simple to work with which makes daily tasks easier. It also includes live chat, messaging and call center support so offering 24/7 assistance to customers is very manageable.

Cons

I really don't have any complaints. On top of that their own customer support has been excellent.

“live chat boosted support”

Pros

Zendesk has completely changed the way we handle customer service. The live chat feature has made a noticeable difference in our ratings and it's been really valuable to assist clients right when they need us.

Cons

There were a few issues during the initial setup of the service but the support team was incredibly helpful the whole time.