Zendesk Suite Reviews

“smooth external communication”

Pros

Staying in touch with outside contacts is very easy now which makes communication much more efficient.

Cons

Training really matters here as if you miss key details or don't stay focused during onboarding, it's easy to feel lost afterward.

“fantastic multichannel ticketing”

Pros

Running a service business is exactly where Zendesk really proves its value. It's an excellent platform for handling customer issues both offline and online because it supports multiple communication channels. The ticketing system is especially useful as clients can leave an offline message when they run into a problem and we can pick it up and work on it afterward. I also really like being able to assign different ticket priorities which makes organizing and sorting requests much more manageable. Another helpful feature is that the system shows when someone else is already handling a ticket so there's no confusion and I can just move on to another one. On top of that the live chat channel is a big plus since it lets us assist customers in real time with instant messages going both ways.

Cons

Honestly I cannot think of any negatives because it comes with so many useful features.

“clean layout, frustrating lag”

Pros

The website and Android app are both easy to use and the ticket interface has a clean layout that makes navigation simple.

Cons

The site loads slowly no matter the browser or connection speed. At times, moving between pages gets so laggy that it becomes unusable and even typing can slow down enough to be really frustrating. I am also disappointed by the limited options inside a ticket. A one-click way to close tickets would help and I'd also like internal comments to trigger email alerts for other team members. More detailed control over ticket merging would be useful too, like sorting comments by ticket or by time.

“flexible setup and customization”

Pros

I have used this platform both in a workplace and at home for a small business and it's been highly customizable while still being simple to get up and running.

Cons

There are so many options available that it can be a bit much at first. It helps not to overcomplicate things with the software and instead begin with the basics, then build the platform out over time.

“zendesk fit”

Pros

It works really well with Zendesk and makes good use of the full feature set. From the customer side, it's simple and easy to use which makes the overall experience much better.

Cons

It's definitely not the most affordable option available. Also once you move beyond the basic functionality, setting things up and managing it can take a bit more work on the admin side.

“powerful ticketing for any team”

Pros

The built-in ticketing workflow is something I really appreciate. It works really well right out of the box and fits teams of any size, whether small or large.

Cons

To keep the platform running well and fully use everything it offers, it does take ongoing maintenance and regular training.

“helpful chinese chat translation”

Pros

Since my website serves Chinese students, this app has been really helpful for our team. It automatically translates everything in Chinese which makes it much simpler for support agents to manage chat conversations and assist users properly.

Cons

One thing that feels strange is how difficult it is to find online support especially considering the product itself is supposed to be a support system.

“missing basics for support teams”

Pros

Honestly there isn't much praise I can give it. The platform does function and it usually doesn't run into performance issues. If you only need very basic ticketing and you're just getting started, it can do the job well enough as we used it that way ourselves. But for companies that sit between a startup and a large enterprise, the functionality and support are basically nonexistent. If we were operating at a very large organizational level, I could see it being much more useful.

Cons

Managing business users in it is incredibly frustrating. As a SaaS company supporting clients who also have their own end-users, we need a reliable way to organize tickets and document issues so we can spot trends. That just isn't possible in it at least not on the Team plan. Also there's no real central place to store information for an organization beyond a tiny Notes box in the sidebar and that box has no formatting options. That makes ongoing notes hard to read over time. Individual comments in tickets also don't have their own IDs so there's no clean way to reference a specific comment. The only way to review a client's history is by digging through a pile of tickets filled with endless comment threads. There's no useful timeline view of their experience and past issues which is critical for proper triage. The lower-priced plans are also missing features that should be standard. Our contact forms barely allow customization. For example there's no good way to include a message to the person submitting the ticket, only a limited description area made up of question-based fields. We don't get access to conditional logic on forms. Because of that clients end up submitting vague issues without giving us the details we need. That makes one-touch resolution much harder. And the way it is set up ends up forcing us to provide lower-quality support. On top of that if you're on the Team plan or below, you cannot export ticket data or run meaningful reports. To me those are basic support-team requirements, not premium add-ons. It also creates vendor lock-in and punishes you for trying to leave because we cannot take our ticket history with us to another platform. The product itself seems inconsistent too. A good example is Triggers versus Automations. They are essentially the same thing, except automations are time-based. But the interface never makes that clear. There's nothing in the setup flow that tells you what is actually required for an automation to pass validation just error messages. Even if you follow those messages, you can still hit more errors. There's no clear explanation of the full requirements upfront to help avoid them. In the Triggers interface, they also leave out many placeholder options for no obvious reason. So you're forced to hunt down the references yourself. Overall it seems like a product that wasn't designed with the user in mind. They keep releasing new features and integrations but the core product is missing too many fundamentals. It comes across like the company is on autopilot and assumes the platform itself no longer needs meaningful improvement. That's disappointing because it seems like it probably started out as a decent product with a lot of potential.

“customer support transformed”

Pros

Before we brought in Zendesk, customer support was scattered across several different channels. Once it was implemented, everything was centralized in one place while still being available through multiple channels. We even moved our three primary phone lines over to Zendesk Talk. The reporting and metrics are excellent and they've given us much better visibility into performance. Our entire customer experience team went through a major overhaul and the response from customers since then has been phenomenal.

Cons

It does come at a high price especially when you add Talk feature but at this point the cost is easy to justify because it's been fully implemented and has clearly proven its value.

“outdated ui holds it back”

Pros

Zendesk covers the core functions you'd expect from it but the dated interface really limits how modern and advanced the experience feels.

Cons

The interface is honestly terrible and the way customer email templates are laid out feels poorly designed and not at all customer-focused.

“flexible layout and helpful integrations”

Pros

The layout is well organized and being able to BCC people is really useful. I also appreciate the option to include articles in automated replies and the range of integrations available adds a lot of value.

Cons

Onboarding and support could be a lot better. Response times can be slow and instead of actually talking things through, they often just send article links. In some cases, you really need to speak with someone directly to understand best practices or troubleshoot integration issues properly.

“versatile customer experience tools”

Pros

Zendesk comes with a wide range of functionality that can turn into a really useful customer experience, as long as you have a clear idea of what you want customers to do.

Cons

If it is set up poorly, it becomes frustrating for customers because the support they receive ends up being below par.

“customer communication fully connected”

Pros

Keeping customer service conversations organized is much simpler with this. Anyone who picks up a case can quickly see the full context and stay updated on the important details. It also makes outbound emails, internal notes and cross-team collaboration really convenient.

Cons

If you are not in the system every day or have not been properly trained, it is possible to feel a bit overwhelmed by how much the platform includes and get lost in all the available features.

“customer service powerhouse”

Pros

Zendesk Suite is a really powerful platform for customer service and covers a lot of needs well.

Cons

Since it offers so much, getting everything set up properly can take a bit of time. That said, you can still get it up and running in a basic mode without much effort.

“powerful workflow and integrations”

Pros

You can customize the ticket management workflow the way your team needs it and the newer modules like Guide and Chat add real value to the overall suite. The integration with JIRA is also a big plus.

Cons

One area that needs work is customer service. They seem to lean too heavily on the knowledge base instead of providing stronger direct support.

“helpful support forum setup”

Pros

Zendesk Suite works well as a customer service management platform especially if you want a built-in forum alongside integrated support for your business. It's valuable not just for communicating with customers directly but also for giving customers a place to interact with one another which can lead to better insights. Another plus is that it includes a free trial and demo access to its basic services.

Cons

A downside is that some of the features don't feel very well connected which can make access less convenient for users. Certain forums are also local and somewhat limited so they don't really support broader discussions for international users. On top of that the pricing is higher than several of its closest competitors.

“ticket visibility but limited emails”

Pros

One thing that works well is the visibility of tickets since it lets team members keep track of and monitor them easily.

Cons

The downside is that the email display cannot really be customized so things like fonts and colors are missing. Because of that, emails end up looking more like plain text messages. It's also frustrating that attachments cannot be embedded especially since some customers have trouble downloading files from external links.

“custom reporting falls short”

Pros

The thing I appreciate is the wide selection of apps and integrations which makes it possible to connect different tools for tracking and reporting.

Cons

It is a powerful but confusing customer service platform. Getting it implemented takes a lot of time and effort and customizing reports is especially challenging. It's also very easy for teams to end up using this tool in a silo which creates a real obstacle when trying to get a complete view of customer interactions across the company. It also seems like it has acquired several products, such as Zopim and hasn't fully succeeded in bringing them together within the core platform.

“smart ticketing and broad integrations”

Pros

Zendesk Suite has been a very capable customer service platform for handling customer concerns efficiently. Our company has published yearly feedback on the products we've used over the last four years and Zendesk consistently ranked in the top 10. One feature that really changed the workflow was smart ticketing which replaced the old manual process of assigning tickets to agents based on priority since Zendesk now prioritizes them automatically. The history for both support agents and customers is refreshed every hour and feedback details can be hidden from agents when confidentiality is needed. It also integrates with nearly every product we rely on at work.

Cons

One frustrating part is that they update the graphical user interface without any notice and users are not given the choice to remain on the previous interface if they prefer it. The most recent update made the application a bit more complicated than before. It also takes some time for beginners to become comfortable using the app.

“sleek and well organized”

Pros

Very user friendly, well organized, simple to search through and visually polished. Everything feels sleek, clean and arranged in a way that makes sense.

Cons

We really do not have many complaints about this service. It has addressed just about every issue we had so there are very few negatives to mention.