Zendesk Suite Reviews

“top-tier support platform”

Pros

The tool really is like the best customer support platform available. There's clearly a reason so many major companies rely on it. Now that we've started using it too, our experience has been entirely positive.

Cons

The only adjustment at the beginning was how surprising it felt to suddenly stop dealing with such a high volume of incoming customer support calls. It actually made us uneasy at first because we assumed customers were reaching out less but then we realized it had simply reduced the need for so many calls.

“powerful analytics and integrations”

Pros

After a lot of research into ticketing platforms, Zendesk proved to be the best choice by far. Our launch went smoothly and getting everything set up, configured and internally tested took about a month. I was especially drawn to it because of its analytics and how well it scales through its large app integration ecosystem. The reporting is very useful for digging into key business metrics like first-response time, total time spent per client each month, resolution times, tagging and much more.

Cons

Setting up a account can seem pretty independent because you are largely on your own during the implementation. But if you are new to the platform, expect to spend a lot of time going through knowledge base articles and blog posts to get everything configured properly. And I really wish they offered more hands-on onboarding, where someone could help tailor the system to your needs especially when it comes to reporting. Some of the programming inside their Insight platform can also be frustrating even for people who already understand programming logic.

“useful ticket tracking and reporting”

Pros

Handling incidents and service complaints is much more manageable with this tool because everything comes through tickets. Those tickets help keep track of the issues users report about the services being offered. Features like response time monitoring, counting how many tickets came in and showing how many were resolved make the system very valuable for creating reports that help the company see where improvements are needed.

Cons

One downside is that some parts of the system are not automated so certain fields still have to be filled in manually.

“Good tool overall”

Pros

It has made managing support requests and customer questions much simpler for our team. After spending a bit of time in the platform, the dashboard starts to seem user friendly and simple to work with. It has also improved communication around customer support, both between internal teams and in the way we interact with customers.

Cons

Since the platform is highly customizable, getting everything configured in a way that truly fits your team and customers can take quite a while. It really helps to have someone in-house who can take ownership of the setup and the processes involved in using it effectively.

“helpdesk features we really enjoy”

Pros

Zendesk Suite is what we rely on for our university helpdesk and it has been a really positive fit for us. The features are useful and the platform is simple to work with overall. Even people who are not very comfortable with technology are still able to use Zendesk without much trouble which has been a big advantage for our team.

Cons

There was one very frustrating situation when hackers sent more than 80,000 emails into it and we ended up having to remove them one at a time. We contacted for help but there was no mass delete option available which made the whole process much more difficult than it should have been.

“responsive support hub”

Pros

Working with our company through Zendesk has been a very positive experience because their team is highly attentive and the platform lets us keep communication flowing in an almost real-time support center.

Cons

I haven't had any negative experience with the software.

“user friendly and reliable”

Pros

Running my business is a lot simpler with Zendesk because it's very user friendly and easy to access. Everything is easy to use and that makes day to day work much easier. I have had a really positive experience with Zendesk and would definitely recommend it to a friend.

Cons

Honestly I don't really have any negative feedback about this software. I have been happy with all of it and had a very simple, comfortable time using it.

“handy visitor tracking integration”

Pros

Zendesk Suite works really well as a chat tool especially because it integrates nicely with Google Analytics and Google Ads campaigns. It makes it simple to monitor incoming website visitors and interact with them online in real time. The setup process is also very simple.

Cons

Getting started did require a bit of knowledge about editing website code. It wasn't anything too difficult but you do need to add the installation code to the site first and after that, it runs fine.

“reliable live chat support”

Pros

Having Zendesk live chat on the website has been really helpful for answering customer questions in real time. The chat itself comes with strong features and even if you're paying for a chat plan, it's nice that a basic version is available for free.

Cons

One downside is that when the system goes down, it doesn't provide much detail about when the service is fully back up.

“smart ticket collaboration”

Pros

It is very easy to use and the initial setup is simple to complete. The interface has a clean, modern design and the visualization and optimization features are well done. Syncing and connecting with different teams to assign tickets and solve issues collaboratively is a really smart part of Zendesk. Their customer support is also very helpful and available 24/7.

Cons

At the same time distributing and managing tickets for specific teams still feels difficult. The admin panel has limitations when multiple people need access. There are also bugs, occasional slowness and times when it fails to connect. It has even crashed unexpectedly and forced a browser restart which is really frustrating.

“powerful live chat insights”

Pros

Zendesk Chat has been a really valuable help desk tool for us. It makes it possible to give users information and support in real time which is a big advantage. You can continuously keep an eye on site visitors, including who is active, who is idle and who has opened the live chat widget. It also shows referral sources which adds useful context. When you open a visitor's panel, you can see plenty of details about the pages they are currently viewing and the ones they visited before. On top of that you can check their IP, browser, location and other helpful device information. Every visitor also has a history so if you have spoken with someone before, it is simple to review past conversations, including the assigned agent and the chat transcripts. Conversations can also be sent by email. During chats, you can share attachments with users and ask them to rate the support they received. Another feature I appreciate is the ability to create and save standard replies as shortcuts so they can be inserted quickly while typing. You can also configure specific triggers to notify users based on their activity. With certain plans, you even get dedicated insights for comparing performance across multiple agents.

Cons

A few useful features are restricted to the Professional plan, such as visitor tracking and conversion analytics. If you already use another third-party tool for that kind of monitoring, the lower plans will probably still be enough and should leave you fully satisfied.

“all-in-one support toolkit”

Pros

Everything needed for customer service is built in and the platform is easy to work with so there's no real need to add extra services.

Cons

The pricing is quite high and getting access to one simple feature from another package means upgrading the entire team to that plan.

“Good for IT ticket tracking”

Pros

Zendesk Suite works really well for IT teams because it helps them handle tasks faster, keep a clear record of what they are doing during work hours and stay on top of all the IT issues across the company.

Cons

To me one downside is the pricing model. Like many other tools, you have to pay per user and I personally think it would be better to pay for one license that covers the whole software instead.

“flexible teamwork and fast support”

Pros

The tool works really well whether a single team is using it or multiple teams need to collaborate and transfer tickets between each other. The interface is very user friendly, it offers a lot of customization and the plugin options are excellent. Another big plus is how transparent it is when there's a wider platform issue as they communicate it quickly and honestly and those problems tend to get resolved fast.

Cons

One thing I'd still appreciate is a bit more control over Google Forms integration especially around detecting custom fields without having to pay extra. That said, it's also possible the option already exists and I just haven't fully explored how to set it up yet.

“strong integrations and app ecosystem”

Pros

The ticketing APIs and the app ecosystem are both really good and they make integrations work quite well.

Cons

The search functionality is pretty terrible and badly needs improvement and the chat feels pretty dumb.

“flexible workflows and integrations”

Pros

It was easy to set up and run and it helps the customer service team handle tickets without any hassle. The support workflow is customizable which makes it easier to fit different team processes and the in-app notifications help everyone stay updated. It also offers a great range of API integrations with tools like Jira, Harvest and others.

Cons

The downside is that pricing can climb pretty quickly when you want more functionality and need to move up to a more premium plan.

“powerful support customization”

Pros

Zendesk handles customer support ticketing really well. It also comes with a wide range of features so you can customize it to fit the way your team prefers to work.

Cons

If you want to really get into everything the platform offers, there is definitely a bit of a learning curve. It takes some training and time to fully understand how to use all of its features and tools.

“helpful ticketing and fast chat”

Pros

At a previous job I worked with this software every day. It was simple to navigate and I really appreciated being able to organize solve and prioritize tasks efficiently. We also relied on the chat feature to assist customers immediately which was very useful.

Cons

The chat feature still needed some improvement and it could be frustrating to use at times.

“out of the box support boost”

Pros

The out of the box functionality was a big win for me. It made it possible to scale from handling support on my own to managing a team of 3-4 people for my company.

Cons

There's a lot you can get pulled into so it's worth taking your time during implementation and adding features gradually. In the beginning, you'll get more value from the core tools while also learning how to run and manage a support team effectively.

“powerful ticket filtering”

Pros

Having this level of detail when filtering tickets by severity, company name and other criteria has completely changed the way I manage support. On top of that clients can send in tickets through email, SMS or social media which means they can reach me whenever they need to.

Cons

At this point it has pretty much removed any concerns I had about drawbacks. It's been a superb solution.