Clean Interface and Easy Automation Make Zendesk Stand Out
What do you like best about the product?
Clean interface is the best part of zendesk and easy to understand and the automation
What do you dislike about the product?
custamisation is not easy in this so that part i dont like in this
What problems is the product solving and how is that benefiting you?
we treat it as a centralized ticketing portal, store all the records and communication between the HD and the client easier to manage the workflow
Centralized tenant and employee requests have improved efficiency and reduced processing chaos
What is our primary use case?
My main use case for Zendesk is for inquiries and requests from our tenants.
I use Zendesk to process inquiries and requests from our tenants by having them write to us via email addresses or via a web form on our website to create a ticket on various topics, such as statements, questions about rent arrears, complaints about their apartment, or repairs. These are then processed by our property managers. We have implemented several automations that automatically route the tickets to the right person, and we have also programmed our own app for Zendesk, which allows you to find the tenants' rental contracts.
I would also note that we use Zendesk internally in the company for IT-related issues or for issues in SAP, so the internal ticket system is used for employees as well. The employees themselves also work with Zendesk for the tenants' requests. I would particularly point out that we have integrated several external service providers into our ticket system, who then also have an account, so we do not have to send emails to these service providers. Instead, they can process our assignments, which we pass on to them, via Zendesk.
How has it helped my organization?
Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction. It is a lot of work to keep optimizing Zendesk because there is always a need for optimization, but in general, the tool ensures far less chaos.
For example, last year we introduced the feature that when tenants include their rental contract number in the email or enter their rental contract number in the web form, the ticket is automatically routed to the correct processor. This means fewer manual steps, tickets are left pending less often, and are forwarded directly to the right specialist.
What is most valuable?
The best features that Zendesk offers, in my opinion, include single sign-on, which is a very good feature so that you do not have to manage users' passwords. Additionally, it is relatively easy to create automations or to create macros or to customize Zendesk in such a way that it fits how you want to use it.
I would also add that I particularly value the open API interface, as it makes it possible to connect other tools or programs, for example our forms on the website, with Zendesk. With that, you can integrate Zendesk very effectively into your infrastructure, since it is very easy to exchange data with Zendesk.
What needs improvement?
In my opinion, Zendesk could be improved by offering even more out-of-the-box functions since you are sometimes restricted when creating macros or automations. What also bothers me is that users cannot turn email notifications on or off themselves or adjust them, but this can only be specified by the admin. Additionally, there are really only two roles, namely the agent and the admin, and some functions are only available with an admin account which is not ideal for a large company where you do not want to give everyone an admin account. I would prefer the option to create more roles and adapt them to your use cases.
I would also mention that the Zendesk app on iOS is not very good. It is functional, but it is not enjoyable to work with it on mobile, and the apps that you have programmed yourself or added are not supported there either, which makes it more difficult to integrate workers who work on the move or are out in the field.
For how long have I used the solution?
I have been using Zendesk for a total of three years.
What other advice do I have?
I do not have any other improvements I would like for Zendesk. I would rate this product an eight out of ten overall.
Beginner-Friendly UI and Powerful Automation Workflows
What do you like best about the product?
What I like is its automation workflow and its beginner-friendly UI
What do you dislike about the product?
As of now i dont see any issue in zendesk while using.
What problems is the product solving and how is that benefiting you?
I faced one issue for ticket tracking that has been resolved by using the AI agent,
Structured, Reliable, and Scalable Customer Support Platform
What do you like best about the product?
What I like best about Zendesk for customer service is how structured and reliable it is for handling customer issues at scale. When many tickets are coming in from email, chat, or web forms, Zendesk keeps everything organized in one place; nothing gets lost, and every conversation has a clear history. Another thing I really like is how mature and stable the platform feels. It's clearly built for real production use. Once workflows are set up, things run smoothly without constant babysitting. From a backend developer's point of view, the APIs and integration are a big plus. Zendesk works well with internal tools, CRM, and databases. I can sync tickets, users, and events with our backend system without hacks. I also like the automation and triggers. Tickets can be routed, tagged, proportioned, and escalated automatically. This reduces manual work for the support team and keeps response times consistent.
What do you dislike about the product?
One thing I dislike about Zendesk is that it can become expensive as the team grows. Adding agents and advanced features increases costs quickly, which can be hard for startups or smaller teams. Another downside is that configuration can get complex. Triggers, automations, views, and workflows are powerful, but over time they become difficult to manage if not documented well. The UI, while functional, can feel heavy and slow when handling a large number of tickets. It's not always the fastest experience for agents. Customization also has limits; while Zendesk covers most use cases, very specific workflows sometimes require workarounds or custom apps.
What problems is the product solving and how is that benefiting you?
Zendesk for customer service solves the problem of chaotic and unscalable customer support. Without a dedicated system, customer messages come from everywhere—emails, contact forms, and chats—and it becomes impossible to track who responded, what was promised, or what is still pending. Zendesk centralizes all communication into structured tickets, which bring order to the chaos. It also solves the problem of missed or delayed responses. With SLA automations and priority rules, tickets are handled on time. This directly improves customer satisfaction and reduces frustration on both sides. From a backend developer perspective, Zendesk helps bridge the gap between support and engineering. Tickets can be enriched with logs, user IDs, metadata, and links to internal systems. This makes debugging real customer issues much faster and more accurate. Another big benefit is visibility and accountability. I can clearly see ticket volume, response time, backlog, and team performance. It helps make better decisions about staffing, product improvements, and system stability. Zendesk also reduces context switching. Support teams don't need to jump between tools, and developers don't need to chase information. Everything related to an issue lives in one place. It improves customer communication quality. Canned responses, macros, and templates ensure consistent and clear replies even when multiple agents are involved. Zendesk also helps with scalability. As the product grows and the user base increases, Zendesk can handle higher ticket volumes without changing the support process or tools. Another important benefit is the feedback loop to product development, repeated issues, bug reports, or feature requests are visible in Zendesk data. This helps the engineering and product teams prioritize real user pain points instead of guessing. So Zendesk benefits me by making support organized, measurable, and tightly connected to the product and backend system. It reduces noise, improves response quality, and helps teams work together more effectively in production environments.
Keeps Us Organized and Productive with a Clean, User-Friendly Interface
What do you like best about the product?
Zendesk is great because it keeps all customer messages in one place, making it easy to stay organized. And I really like how simple it is to track tickets and reposdone to the customer quickly. I also like the interface; it is clean, which helps my team to stay productive throughout the day without getting confused.
What do you dislike about the product?
I noticed that the main downside is that some of the advanced settings can be hard to find and take time to learn. Also, if you want to add extra features or more users, the cost can start to get expensive for a smaller business. I also experience that sometimes reporting tools feel a bit limited unless you upgrade.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service - Ac solves my problem of scattered customer messages by bringing every interaction into one easy-to-manage inbox. This benefits me by speeding up my response times and allowing us to help more customers without needing a larger team.
Efficient Ticketing and Reporting Features Enhance Workflow
What do you like best about the product?
I appreciate the straightforward ticketing workflow, as well as the groups feature included in the system. Additionally, the reports it generates are quite useful.
What do you dislike about the product?
Most of the support comes from the US team, and the pricing is set in USD, which makes it quite expensive.
What problems is the product solving and how is that benefiting you?
It helps me manage my tasks and set priorities, making it easier to focus on what needs to be done. Closing tickets also assists in keeping track of the overall process.
Ticket tracking has centralized email support but remains confusing to manage and organize
What is our primary use case?
I have been using Zendesk for approximately five years now.
I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email our support email, which comes through Zendesk, and that is how we triage all of our tickets.
I was able to use Zendesk to respond to an email from a customer who could not log in. They reached out, and I was able to use Zendesk with the macros and the different fields available to respond to the customer as well as track which company it was.
We also have different internal users use Zendesk. However, it is quite difficult to delete users. We use Zendesk to track which companies or clients are submitting help desk cases and how many they are submitting.
What is most valuable?
The features I find most valuable are the different states available: pending and active, and I believe we can add other ones. I also really appreciate macros.
When we have issues, we also use Jira, and we have different macros that we have set up that let the customer know that we have submitted a Jira ticket and sent it to our engineering team. We also use macros for basic greetings if an email has come through that we have not messaged with before.
What needs improvement?
I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you what it does. Additionally, a feature to easily remove users who have left the company and no longer use Zendesk would be helpful.
Zendesk is able to track tickets, and I believe that is the main strength.
Tracking tickets does help, and it is nice to know which state they are in. However, it is difficult to find specific conversations. Once you put a ticket in different states, it is nice to know if you can find the ticket. We go through thousands of tickets, and when trying to find a specific conversation, searching for a keyword does not always work. It is helpful if you know exactly what ticket it is to see that one has a Jira ticket submitted, that one is open, that one is pending, or that one has been solved.
The organization of the tickets is quite confusing. We try to have a list organized by date, but it does not always filter correctly. We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized.
I would rate my satisfaction with Zendesk at a three or four. We have had so many different things that we have tried to do. We use Zapier with Zendesk, and that works. However, I believe it comes down to the basic functions of organization, deletion, and management of users. It is not as intuitive as we would prefer it to be, so I would rate it at a three.
The main issues are down to the organization and management of users, as well as the organization of tickets and the management of users.
For how long have I used the solution?
I have been working in my current field for about seven months. Before that, I completed a degree in information systems.
What was our ROI?
Time saved is definitely a benefit because it puts all of our tickets in one spot. Depending on which email it is, we can have all the emails forwarded to Zendesk. However, as for money saved, probably not.
What other advice do I have?
I would have them make sure that it is something they want to get into because there are definitely some pros, but at the same time, there are definitely some cons. It is not as intuitive as you would expect it to be. However, if you are willing to sit down and take considerable time and most probably spend time with support, you would likely be able to figure it out. If you are looking for a system that handles everything intuitively with easy to get cheaper licenses, Zendesk probably is not the one you would want to go with.
Currently, we only have a few licenses because it is just so expensive. With the value that we are getting out of it with the few licenses we have, we are not really impressed by it. It seems a bit too much.
We have not explored other options. We do not have any other relationships, as we just use Zendesk.
There may be opportunities with discounts or additional licenses. I do not know at this point. We are looking for maybe some way to stay with Zendesk, but currently, it just does not seem fitting for what we need. My overall rating for this product is three out of ten.
Excellent for Managing Customer Interaction and Support
What do you like best about the product?
Manage customer interaction and support improve agent productivity
What do you dislike about the product?
It is good to use so nothing for dislike
What problems is the product solving and how is that benefiting you?
Consistent Customer Service through the Ticketing System.
Zendesk Agentic Mode Revolutionized Our Customer Support
What do you like best about the product?
This is my first time using AI Agent to take over the customer support. After learning from your knowledge base, agent was little flakey but it took off after 1 week and helped in closing at least 30% of tickets. Couldn't ne happier with Zendesk Customer services Agentic mode.
What do you dislike about the product?
A bit costly and little technical in the begining
What problems is the product solving and how is that benefiting you?
Small teams requires extra effort from everyone. Agentic mode is great solution for such teams
Excellent Customer Service Tool with Intuitive Interface and Powerful Analytics
What do you like best about the product?
This is a great customer service tool that features an easy-to-use interface, making it accessible for new users. The analytics provided are also excellent.
What do you dislike about the product?
The tool has not yet made significant use of AI to enhance daily tasks or provide valuable insights.
What problems is the product solving and how is that benefiting you?
This tool is essential for all customer service teams, as it helps us manage tickets and handle complaints from our users.
