Zendesk Suite
ZendeskExternal reviews
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Zendesk Keeps Support Organised with Fast Replies, Automation, and Tracking
What do you like best about the product?
Zendesk keeps all customer queries in one place, so support teams can reply faster and stay organised. Automation and tracking help make sure every customer gets the help they need.
What do you dislike about the product?
Zendesk takes time to setup nad learn properly. It also proves costly for small teams or advanced features.
What problems is the product solving and how is that benefiting you?
It keeps all customer messages organised and in one place, so nothing is missed. It help us reply faster and give better support with less effort.
Keeps Patient Queries and Follow ups Clearly Organized
What do you like best about the product?
I work as a Dietician & Nutritionist, manage a homeopathy clinic, and also create health education content. I recently started using Zendesk for Customer Service to manage patient support queries and diet plan follow-ups.
What I like most is how easy it is to start using. I did not need any technical setup to begin. I was able to create tickets, reply to patients, and track follow-ups in one place from the first day. Even as a new user, the interface feels simple and clean, so I could understand basic things quickly. Customer care is Quick.
Zendesk helps me keep all patient questions, replies, and follow-ups organized. Earlier, patient queries were coming on WhatsApp and email, and it was hard to track everything. Now I can see the full conversation history in one place. This helps me reply properly and not miss any patient message.
I also like the ticket status system. I can keep a ticket open or pending while waiting for a patient’s reply. This helps me remember which patients need follow-up and which cases are still in progress. Assigning tickets to myself and seeing all open tickets in one list makes daily clinic support work more organized.
The tagging option is useful for my work. I can add tags like diet follow-up or patient query, which helps me quickly understand what the ticket is about. This is helpful when I have multiple patient questions on the same day.
Email support is another feature I find useful. I can manage patient queries coming through email as tickets instead of handling them separately. This saves time and keeps everything in one system.
I also find the overall workflow helpful. Creating a ticket, replying to the patient, adding notes for follow-up, and changing the ticket status makes the support process feel more professional. The number of features is good for small clinic support work, and I do not feel it is too complicated for basic daily use.
I use Zendesk regularly during clinic hours to manage patient questions related to diet plans, follow ups, and general guidance after consultation. Even though I recently started using it, it already helps me keep my support work more structured and organized.
What I like most is how easy it is to start using. I did not need any technical setup to begin. I was able to create tickets, reply to patients, and track follow-ups in one place from the first day. Even as a new user, the interface feels simple and clean, so I could understand basic things quickly. Customer care is Quick.
Zendesk helps me keep all patient questions, replies, and follow-ups organized. Earlier, patient queries were coming on WhatsApp and email, and it was hard to track everything. Now I can see the full conversation history in one place. This helps me reply properly and not miss any patient message.
I also like the ticket status system. I can keep a ticket open or pending while waiting for a patient’s reply. This helps me remember which patients need follow-up and which cases are still in progress. Assigning tickets to myself and seeing all open tickets in one list makes daily clinic support work more organized.
The tagging option is useful for my work. I can add tags like diet follow-up or patient query, which helps me quickly understand what the ticket is about. This is helpful when I have multiple patient questions on the same day.
Email support is another feature I find useful. I can manage patient queries coming through email as tickets instead of handling them separately. This saves time and keeps everything in one system.
I also find the overall workflow helpful. Creating a ticket, replying to the patient, adding notes for follow-up, and changing the ticket status makes the support process feel more professional. The number of features is good for small clinic support work, and I do not feel it is too complicated for basic daily use.
I use Zendesk regularly during clinic hours to manage patient questions related to diet plans, follow ups, and general guidance after consultation. Even though I recently started using it, it already helps me keep my support work more structured and organized.
What do you dislike about the product?
There is not much to dislike about Zendesk for Customer Service for my daily clinic support work. As a new user, the interface feels a little busy in the beginning and takes some time to understand. There are many options on the screen, so it can feel slightly confusing at first. Basic setup is easy, but learning all options takes a little time. Apart from this, it works smoothly for managing patient queries and follow ups.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service is solving the problem of unorganized patient communication for my clinic work. Earlier, patient questions and diet follow-ups were coming on WhatsApp and email, and it was hard to track everything properly.
Now I can manage all patient queries in one place as tickets. I can see the full conversation history, reply clearly, and keep track of which patients need follow-up. This helps me avoid missing any patient message.
The ticket status system helps me remember which cases are still pending and which ones are already handled. This makes daily support work more organized during busy clinic hours.
It also helps me keep records of diet plan clarifications and post-consultation guidance in one system, which is useful for future reference.
Overall, Zendesk helps me save time, reduce confusion, and handle patient support in a more structured and professional way, even though I recently started using it.
Now I can manage all patient queries in one place as tickets. I can see the full conversation history, reply clearly, and keep track of which patients need follow-up. This helps me avoid missing any patient message.
The ticket status system helps me remember which cases are still pending and which ones are already handled. This makes daily support work more organized during busy clinic hours.
It also helps me keep records of diet plan clarifications and post-consultation guidance in one system, which is useful for future reference.
Overall, Zendesk helps me save time, reduce confusion, and handle patient support in a more structured and professional way, even though I recently started using it.
Easy Ticket Management and Team Collaboration in One Place
What do you like best about the product?
It makes it easy to manage support tickets, keep track of conversations, and collaborate with my team all in one place.
What do you dislike about the product?
It can get expensive as you add more features, and some settings take a while to configure properly. Overall, it’s not always as quick or straightforward to set up as I’d like.
What problems is the product solving and how is that benefiting you?
It centralizes customer support, helps improve response times, and provides clearer visibility into ticket status as well as overall performance.
Versatile Support Tool for Tickets, Calls, and Chats
What do you like best about the product?
It’s a tool that offers multiple options for handling client requests, such as tickets, calls, and chats. We mainly use tickets, but it still seems like a good option overall and a potentially useful tool for service areas.
What do you dislike about the product?
Sometimes the information isn’t fully documented. The forums do have responses, but it would be great if the official documentation included more details and covered more topics.
What problems is the product solving and how is that benefiting you?
This solves how clients can raise support requests and access documentation about the company’s products.
Zendesk experience has been frustrating, inefficient, and deeply disappointing.
What do you like best about the product?
they answer the phone, their knowledge base is huge.
What do you dislike about the product?
Zendesk significantly overpromised during the sales process and has failed to deliver on the level of support that was clearly discussed and agreed upon.
From the beginning, I was explicit: I have a large team and require hands-on, ongoing implementation support—not surface-level assistance. This was communicated before signing and reiterated multiple times after onboarding began. Zendesk repeatedly emphasized the size of their team and their ability to support businesses like mine.
In practice, getting meaningful help has been unnecessarily difficult. I emailed three separate Zendesk contacts/teams requesting assistance and received no response. The only reason I finally received a confirmation from someone was because I called again—after already attempting multiple written follow-ups.
When I did eventually get on a Zoom call, I was informed the time would be limited. The session focused on resolving small, isolated issues rather than providing actual setup guidance or walking through a proper implementation. This is not onboarding. This is not hands-on support.
For a platform positioned as enterprise-ready, the lack of ownership, continuity, and responsiveness is unacceptable. The disconnect between what was sold and what is being delivered is stark. Zendesk’s support structure feels reactive, fragmented, and unwilling to engage at the level required for a growing organization with real operational needs.
I chose Zendesk based on explicit assurances of support. Those assurances have not been honored. The experience has been frustrating, inefficient, and deeply disappointing.
From the beginning, I was explicit: I have a large team and require hands-on, ongoing implementation support—not surface-level assistance. This was communicated before signing and reiterated multiple times after onboarding began. Zendesk repeatedly emphasized the size of their team and their ability to support businesses like mine.
In practice, getting meaningful help has been unnecessarily difficult. I emailed three separate Zendesk contacts/teams requesting assistance and received no response. The only reason I finally received a confirmation from someone was because I called again—after already attempting multiple written follow-ups.
When I did eventually get on a Zoom call, I was informed the time would be limited. The session focused on resolving small, isolated issues rather than providing actual setup guidance or walking through a proper implementation. This is not onboarding. This is not hands-on support.
For a platform positioned as enterprise-ready, the lack of ownership, continuity, and responsiveness is unacceptable. The disconnect between what was sold and what is being delivered is stark. Zendesk’s support structure feels reactive, fragmented, and unwilling to engage at the level required for a growing organization with real operational needs.
I chose Zendesk based on explicit assurances of support. Those assurances have not been honored. The experience has been frustrating, inefficient, and deeply disappointing.
What problems is the product solving and how is that benefiting you?
trying to get set up in general and they are barely helping no matter how i reach out.
Efficient Omnichannel Support
What do you like best about the product?
The omnichannel ticketing system effectively centralizes all customer queries into one workspace.
What do you dislike about the product?
Advanced feature pricing is high, and the Explore reporting tool has a steep learning curve.
What problems is the product solving and how is that benefiting you?
It eliminates fragmented communication, significantly improving agent efficiency and response times.
Fast, Easy Interactions with Clear Communication and Smooth Handoffs
What do you like best about the product?
Fast, easy interactions. Even for issues that required escalation, there was clear communication between staff and a smooth handoff.
What do you dislike about the product?
As a former Oracle customer, I don’t have anything negative to add at this time. It’s nice dealing with a company that’s focused on customer service.
What problems is the product solving and how is that benefiting you?
For us, this is an easier-to-manage customer care application with generative AI that currently handles about 80% of our chat interactions. It helps our agents respond faster and makes customer interactions through the application smoother and easier overall.
Zendesk Stands Out: Easy to Use and a Dedicated Support Solution
What do you like best about the product?
I’ve used multiple support systems, but Zendesk stands out to me for its ease of use and the dedicated solution it provides.
What do you dislike about the product?
I don’t see much AI in the product, and I also don’t see clear customer enablement on their roadmap or a clear sense of where the solution is headed. I also miss the partnership-level relationship from them.
What problems is the product solving and how is that benefiting you?
We use Zendesk for all of our internal support and case management, including employee requests for IT and HR. For external-facing support, we use support cases from SF, mainly because we already use SF CRM. However, if Zendesk were readily integrated into the CRM, I would prefer to use it instead of SF support cases.
Easy to Use and More User-Friendly Than Our Last Solution
What do you like best about the product?
It's such an easy to use system and much user-friendly than our last solution.
What do you dislike about the product?
I have yet to find something I don't like. I like everything.
What problems is the product solving and how is that benefiting you?
It's helping our customers find answers they need in a quick manner via support articles.
Great variety of settings to customize the app
What do you like best about the product?
I like the variety of settings that the app offers to the user.
What do you dislike about the product?
The template our customer service team expresses that it could be better.
What problems is the product solving and how is that benefiting you?
Help to clear up doubts about our products and also contribute to the standardization of services.
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