Zendesk Suite

What do you like best about the product?

Well in customer support it’s a very useful tool and managing customer queries becomes much easier because all tickets and emails are streamlined. It also helps in responding faster and more efficiently, which improves the overall customer experience. The interface is quite user-friendly, so even when handling multiple requests. Recently we launched co-pilot in that so that is becoming very helpful to our agents. We use it for email support LOB to reply to our customer and we see the padding feature in that really helps to add opening lines and apologies when required.

What do you dislike about the product?

Sometimes it works so slow or lacks when handling multiple tickets, which affects workflow during busy hours and impact the SLA. Sometimes it does not translate the whole page and that is very time consuming process because we need to use translate it from google then so that increases the AHT of the agent.

What problems is the product solving and how is that benefiting you?

It’s very helpful because we interact directly with customers, and in Zendesk we can clearly see when we are close to breaching the SLA the time turns red, which alerts us immediately. This helps us take quick action, acknowledge delays, and apologize to the customer on time, improving overall communication and customer satisfaction.

What do you like best about the product?

I really like how Zendesk for Customer Service provides a centralized platform to consolidate all the marketplace portal queries in one place. The generative AI service is a favorite of mine because it helps us create multi-level responses based on our knowledge base, addressing customer queries without needing a live agent and prioritizing issues based on severity. I also appreciate the Zendesk Explore feature for reporting purposes, as it offers deep customization with no limits on data analysis. As a manager who has used Zendesk for over 10 years, I can confidently say it has made my work life smoother and more efficient, allowing me to complete hours of work in minutes. The initial setup experience was great, with helpful onboarding support, templates, dashboards, and training which made the process hassle-free.

What do you dislike about the product?

I have raised it earlier as well with Zendesk support, that their Zendesk Talk feature needs improvement in a few areas to help managers have better visibility. In my opinion Zendesk Talk feature lacks to offer below- It does not show for how long an agent is sitting idle with no calls, Improper calls distribution, as sometimes a few agents get comparatively more calls with no reason provided, No real time monitoring is available for Zendesk Talk agents logged in.

What problems is the product solving and how is that benefiting you?

I use Zendesk to centralize customer queries from multiple marketplaces, making the process smooth and efficient. Its generative AI and Explore features help answer queries without live agents and customize dashboards, saving me hours and improving customer service.

What do you like best about the product?

When it worked, it worked great for our purposes. It allowed us to remain organized and productive

What do you dislike about the product?

We had an extremely frustrating and disruptive experience with Zendesk that ultimately forced us to cancel our subscription after more than a year of unresolved technical and billing issues.

In February 2024, we opened a ticket because emails were not reaching the Zendesk dashboard. We connected Zendesk directly with our IT partners to resolve the issue, yet months passed with delays and long periods of non-responsiveness. The problem was not fixed until October 2024 — eight months later.

Almost immediately afterward, new issues began. In November 2024, Zendesk started flagging legitimate forwarded emails from our own domain as spam. By December 2024, internal and external contacts reported they were not receiving replies sent through Zendesk. We were told Cloudmark updates were the cause and that we simply had to wait for their system to recognize our emails were not spam — an unacceptable answer for a business-critical communication platform. Despite again involving our IT partners, the issue remained unresolved into April 2025, forcing us to explore alternative ticketing systems.

We formally requested immediate cancellation on May 14, 2025, including prorated billing. What followed was weeks of confusion, escalations, and inconsistent communication. After repeated follow-ups, we were told early termination was approved effective July 2025. Even then, we had to correct Zendesk when they nearly canceled an unrelated domain.

The billing process was just as problematic. We repeatedly requested a final invoice and were ultimately told in writing that no open invoice existed for the closed account. Based on that confirmation, we closed our records. Months later, in November 2025, we received a collections notice for an alleged unpaid invoice. Despite documented proof that Zendesk told us no balance was due — and despite the extensive service failures that rendered the platform unusable — Zendesk’s finance department refused to cancel the charge.

This experience reflects serious issues with reliability, communication, and internal coordination. The platform failures disrupted our operations, and the billing mishandling escalated into a collections situation that should never have occurred. For a system meant to support customer communication, the lack of accountability and resolution was deeply disappointing.

What problems is the product solving and how is that benefiting you?

None. We were forced to stop using it because they could not figure out why it stopped working correctly.

What do you like best about the product?

I like that there are many settings I can configure to suit my needs and my team’s workflow. The AI is improving, although I’d like it to be a bit more advanced and offer more personalization for the basic agent. There are also plenty of integration options, and there’s a rich library of add-ons and extensions to use with Zendesk.

What do you dislike about the product?

There are still some limitations that don’t allow me to set certain things up (for example, rules to be triggered based on time, or if an event has already happened). That said, with enough effort it’s usually possible to achieve what I need by creating workarounds. The interface also looks a bit old-fashioned for my taste.

What problems is the product solving and how is that benefiting you?

It was possible to automate most of the refunds and cancellations using API through Zendesk. Generally I have everything I need to keep support team running. There are no outages that impact us, so it is very stable service over time.

What do you like best about the product?

Easy to use, has good dashboard functionality

What do you dislike about the product?

Their customer service is very slow. They do not have basic functionalities like reminders, which could be important.

What problems is the product solving and how is that benefiting you?

basic ticketing system and calls, segregation of tickets