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Zendesk Suite Reviews

4.4 (4,021) Write a Review!

About Zendesk Suite

Zendesk is the all-in-one customer service support software that delivers exceptional experiences.

Learn more about Zendesk Suite

Pros:

Zendesk has solved so many issues in one program. Pricing is good and a fair price.

Cons:

There are issues at times with uploading data and exporting data. Sometimes data is deleted or missing for no reason.

Zendesk Suite ratings

Average score

Ease of Use
4.3
Customer Service
4.3
Features
4.4
Value for Money
4.2

Likelihood to recommend

8.2/ 10

Zendesk Suite has an overall rating of 4.4 out 5 stars based on 4,021 user reviews on Capterra.

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Filter reviews (4,021)

Rajesh Kumar
Rajesh Kumar
BI Developer in Ireland
Verified LinkedIn User
Insurance, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Good Tool for Support Tickets, Live Chat and Messaging

4.0 last year

Comments: A good tool to communicate with the customers and also internal communication in Contact Center

Pros:

I like the way Zendesk is handling the Support tickets, Live chats, and messages & providing a lot of options to analyze the data on their end or extract the data via API & analyze on our end

Cons:

Lack of Option for extracting some of the data via API which is available in their website Dashboard

Daria
CS Manager in UK
Information Technology & Services, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Good value and UI

4.0 3 weeks ago New

Comments: Overall good use for purpose. Good to track customer raised incidents and raised how support handledd them.

Pros:

I do like clean and straight forward UI. I can easily CC myself in the tickets raised inside Zendesk, track and add comments into tickets and review data.

Cons:

Reporting could be improved, whilst I do like clear UI would prefer it to be more modern and sleek.

tonya
housekeeping supervisor in US
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1-5 months
Reviewer Source

so close to 5stars

3.0 2 months ago

Comments: Overall it was okay, it has a few bugs that need figured out before it can be 5 stars

Pros:

It was easy to navigate and user friendly.

Cons:

It would oftentimes lag and make it a longer process then needed.

Stefano
Marketing manager in Italy
Business Supplies & Equipment, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Reliable customer support platform, with strong integration capabilities

5.0 3 months ago

Comments: It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite represents one of the best platforms for customer support.

Pros:

Intuitive user interface, fast and easy to use. It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service. Great integration with other software.

Cons:

There are limited customization options for advanced users, also pricing can be quite high for smaller businesses.

Alan
Sales Account Manager in US
Education Management, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Zendesk Review

4.0 2 months ago New

Comments: Good, served its purpose, but couldnt capture data up front like other programs.

Pros:

Was able to chat among coworkers, review past chats.

Cons:

The rotation was too fast at times, couldnt respond in timely manner without losing the chat. Couldnt upload images.

Joe
Property Manager in US
Real Estate, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk does the work for you

5.0 last week New

Comments: I have used Zendesk for 6 years with 3 different companies, and it is always amazing.

Pros:

The quick and easy ability to put in support tickets with your IT team.

Cons:

Absolutely nothing. I have no notes for this software.

Jason
Operations Process Manager in US
Construction, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Zendesk Review

4.0 2 months ago New

Comments: Zendesk has been solid overall. Aside from more customization when creating articles, not much more I could ask for.

Pros:

Easy to navigate. Great ticketing system.

Cons:

Would like to see more customization options when it comes to creating articles.

Sunil
Customer Service Consultant in Australia
Retail, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Useful customer ticket management software but pricey for advanced tiers!

4.0 2 months ago New

Comments: Overall, due to the scalable nature, ability to work with third-party tools, and improving the customer interactions, a good software that can be useful.

Pros:

The awesome feature is the centralized ticketing making it so much easier for managing customer tickets.

Cons:

As you move up the advanced tiers, so does the price...can be quite hefty!

Haruki
Sr. ADR in US
Computer Software, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

A solid live chat solution

5.0 3 weeks ago New

Pros:

I like how quickly I'm able to chat with prospects and help address any questions they have. The integration with our CRM allows me to track my interactions and access existing data of the prospect & their company in one place.

Cons:

It's limited in some capabilities with automating the initial interactions and AI conversational features. I've occasionally noticed a lag time in notifications which has impacted response time.

Krystina
Franchise Call Center Support Agent in US
Consumer Services, 11–50 Employees
Used the Software for: Free Trial
Reviewer Source

Zendesk is a great product needing a few tweaks.

4.0 last month New

Comments: So far everything has been well with the program - no complaints other than log in issues.

Pros:

Zendesk makes it easy for us to communicate with customers.

Cons:

The program we use only allows for one person to be logged in at a time to it - possibly because it is the free trial version

Preben
Senior Advisor in Norway
International Trade & Development, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Resurface the power of customer service with Zendesk Suite.

5.0 last year

Comments: It's the most customized and more simplified software which gives you the chance to install apps which you may have found useful.Its the best.The experience was satisfying.

Pros:

Its a flexible software which is very easy to introduce.Brings collaboration between me and my team.It has helped me achieve alot and created a good relationship with my clients and my sales have doubled.Its easy to answer queries and solve any arising issues together Very easy to adopt no training required.This is the chief ingredient in building yourself.

Cons:

Absolutely satisfying performance,I a proud user.

Delicia
Delicia
Program manager in US
Verified LinkedIn User
Internet, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Good small business program

2.0 4 months ago

Comments: Overall it is an ok program for a small business. Also making sure everyone is on the same page when using this system took many people in account can cause mass confusion.

Pros:

user friendly and many options for a small business

Cons:

Its a little tricky when trying to find options for voicemail and doesn't keep track of things over 90 days.

John Epok
Regional Platforms Lead in Philippines
Telecommunications, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great tool for customer engagement, but a bit expensive.

4.0 last year

Comments: Overall average - would have been above average if not for the pricing.

Pros:

Sub-products are useful and integrated to each other. Ai has been been recently introduced as well which brings a ton of features such as ticket summarization, intent, and sentiments. The analytics is also good but lack a few things.

Cons:

Real-time dashboard - existing but cannot be customized. Tiered level of support - if you’re not a Premier Support customer then wait for a few days for a reply from their supprot team. Pricing - lots of contenders out there stepping up there games but a lot cheaper.

Filippo
Filippo
Support Specialist in Canada
Verified LinkedIn User
Information Technology & Services, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Best ticketing tool I have ever used!

5.0 last year

Comments: My experience is overwhelmingly positive. The tool is reliable, stable, and extremely efficient.

Pros:

The intuitive interface, role management, and customization and automation of responses via macro are the features that made Zendesk a game changer for me and my role.

Cons:

Markdown can be tricky to use, especially if other 3rd party software for crafting text are in use. Separation between internal notes and public messages could be clearer and have better safeguards in order to send internal notes as public messages and viceversa (or a quick recall features)

Kalina
Kalina
Freelance and Human resources in US
Verified LinkedIn User
Consumer Goods, Self Employed
Used the Software for: 1-5 months
Reviewer Source

Zendesk Suite, Is It Really Sweet?

4.0 4 months ago

Comments: So far my use with Zendesk Suite has been quite positive. No issues and its very reliable.

Pros:

I love that Zendesk Suite is a realable app that allows me to provide wonderful customer support services that my customers deserve from the beginning.

Cons:

The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available.

Jan Ericka
Customer Service Representative in Philippines
Health, Wellness & Fitness, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

A 5 year user of ZD

5.0 5 months ago

Comments: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations.

Pros:

Zendesk is user friendly and easy to navigate.

Cons:

So far, the least I like about zendesk is Complexity of Setup and Configuration.

Sapph
Communications specialist in United Arab Emirates
Public Relations & Communications, Self Employed
Used the Software for: 2+ years
Reviewer Source

Comprehensive platform for providing customer service, with a few features that can be improved

4.0 4 months ago

Pros:

It offers a lot of features such as SLAs, automations and triggers so you can customize it to your needs. It's great for a medium to large support team handling numerous tickets. Set up correctly, it's rare for tickets to fall through the cracks. The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more. You can add apps as well that extend Zendesk's functionality such as read receipts and more.

Cons:

The email feature is somewhat lacking. It isn't possible to send test emails to yourself to check how emails look, so you have to create test tickets that trigger certain emails you've added to automations or triggers. Though they support multiple brands, you can't use a different email template for each brand. For testing automations, it would be helpful if you can select test tickets to quickly run through all of the automation conditions. Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a test ticket that match the conditions, which isn't ideal.

Amitabh
Technical Support Engineer in India
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

A ticketing platform

4.0 2 months ago

Comments: Overall it is extremely helpful ticketing tool to make work easy by mahing automations , personal queue, managing of chats, call over one dashboard. All these things give ease to use Zendesk.

Pros:

1. Highly reliable platform for tickets, chats, and phone management. 2. Well management dashboard and UI for work and checking. 3. Highly integerable and easy to start with as well.

Cons:

1. High bandwidth is needed otherwise it shows performance issues. 2. Frequent downtime reported in past few months.

Roland
Roland
Senior Account Manager in US
Verified LinkedIn User
Logistics & Supply Chain, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Powerful but complicated

5.0 8 months ago

Pros:

It’s a centralized communication and ticketing system. It allows us to keep track of customer comms and link them to specific items within our systems.

Cons:

It had quite the learning curve. It’s a sometimes complicated tool and new agents often need hand-holding when onboarding.

Verified Reviewer
Verified LinkedIn User
Food Production, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Very Advanced Customer Support Solution

5.0 last year

Comments: We're more than happy with Zendesk as our main customer support software. We have a team of 5 - 10 support personnel altogether that mainly work with email and phone support. It logs activities automatically and sends them to our CRM with close to no issues. It's also got good performance and great uptime, and a good number of automation and customization options. Great tool overall

Pros:

The workflow recipes were a great help for us in the beginning. We knew we wanted to set up workflows for assignment and alerts, but it gave us so many more ideas for what we could automate. We have workflows for automated ticketing, routing, scheduling, etc. These also work as expected almost all the time.

Cons:

The interface is starting to get a bit old, especially compared to some of the newer support tools

Pamela
Agent in Dominican Republic
Consumer Services, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Zendesk is great for Support Ticket Management

5.0 12 months ago

Comments: To be honest, the overall experience after using Zendesk in our department has been great! We are always on top of our metrics and this is mostly because the platform helps us run our business smoothly. Ticket Automation and being able to customize our ticket system so it can fit our specific needs is one of its best features.

Pros:

As a customer support representative, I've worked with Zendesk for over 12 months now and it's been an excellent experience. First off, I'd like to stand out for its user-friendly interface, It's very simple. I would say it's almost intuitive. Which allows you to familiarize yourself with the product right away. Additionally, since we're always trying to provide a first contact resolution, it helps that we can assign tickets to specialized agents and place a higher priority for a faster resolution.

Cons:

At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then very seldom, it will not show the agents working the ticket and both agents can post an internal note in the same ticket.

Ashley
Ashley
Owner in US
Verified LinkedIn User
Hospitality, Self Employed
Used the Software for: 2+ years
Reviewer Source

Its a good app

4.0 9 months ago

Comments: overall its bee. A great experience. I definitely recommend it

Pros:

its easy to use and navigate. The layout is great also.

Cons:

it does take a bit of time for them to answer

Ashli
Client Solutions Navigator in US
Veterinary, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk- Pros & Cons

3.0 5 months ago

Comments: Overall a good tool to organize several incoming/outgoing communications in one hub

Pros:

Easy to navigate, tickets translate information clearly & can handle many users

Cons:

Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues

Liam
CMO in UK
Automotive, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Zendesk Suite

5.0 9 months ago

Pros:

A complete customer support solution. It has everything you need for a great customer support, it can be integrated with easy with most CRMs. Integrating Zendesk with a chat bot and really helps sorting the tickets/customers for a easy resolve of any issue.

Cons:

I can't say Zendesk Suite has cons, maybe the price can be a little lower ...

Dharmendra
Technical lead in US
Computer & Network Security, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Support admin for zendesk

4.0 4 months ago

Comments: This is one of the good tool I have used through out my carrier

Pros:

This tool provide user friendly interface which help end user.

Cons:

I think integration with third party tools can be improved