Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

It can be very complex/difficult at certain point due all the features that they offer.

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.

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

It gave us a place to create articles, store articles and group articles to share externally to users as a good knowledgebase

it is EXTREMELY difficult to navigate within the tool to find where you are trying to get to, and then formatting of knowledge base articles is MISERABLE and very limited if you are trying to do it simply, way more difficult than any other article creation tool I've used

I’d be lost without Zendesk for our customer support.

We were using Gmail to manage customers enquires prior to using Zendesk. Zendesk is a hundred times more robust and gives us the ability to stay organized and maintain transparency between teammates.

We had to have an engineer setup Zendesk exactly how we wanted for our custom website.