Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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All Customer Emails, Chats, and Calls in One Organized Dashboard
What do you like best about the product?
It is great because it pulls all your customer emails, chats, and calls into one organized dashboard so your team doesn't lose track of anything.
What do you dislike about the product?
The pricing can be a real headache because the best features are often locked behind expensive add-ons.
What problems is the product solving and how is that benefiting you?
Basically, it fixes the mess of scattered customer emails and chats by putting everything in one place, so you can stop asking people to repeat themselves
Zendesk Makes Customer Communication Easy and Simple
What do you like best about the product?
Zendesk makes it it easier to communicate with customers whether via emails or chat. It makes it easy and simple.
What do you dislike about the product?
Sometimes you might lose tickets that you have worked and you cannot keep up to see how many tickets you have worked in a day.
What problems is the product solving and how is that benefiting you?
Zendesk sends email on time and the customer receives communication on time regarding the service being provided.
High-Quality Service Without the Friction
What do you like best about the product?
Zendesk allows me to provide high quality service without any of the friction that other solutions impose.
What do you dislike about the product?
There really aren't any things about Zendesk that I dislike.
What problems is the product solving and how is that benefiting you?
Automating responses for simpler issues so that I can focus on more complicated problems
Mitigate risk and escalate urgent issues quicker than ever
What do you like best about the product?
It's super easy to search a key word or ticket number and find the ticket history between the customer and tech support. At my last company I loved how CSMs could receive zendesk submissions automatically by being bcc'd to threads. We don't have this set up yet in my current company. As a CSM I used Zendesk often especially to help troublehoot or prep for upcoming calls.
What do you dislike about the product?
It can be hard to search by a customers email or search by a customer's account name. That's why I usually submit tickets on behalf of my customers so that I can add the company name to the subject line.
What problems is the product solving and how is that benefiting you?
Zendesk is essential for managing support tickets and helps our internal support team prioritize tickets and generate JIRA tickets for any bugs.
AI-Powered Ticketing Redefined Customer Interaction
What do you like best about the product?
Bring together customer conversations from all channels, giving agents the context they need. Access dashboards and data easily to enhance your service quality. Use your work email to smoothly connect customer emails and existing apps, and also invite team members.
What do you dislike about the product?
Zendesk is a powerful customer service platform, but there are a few areas where it could improve. The pricing structure can become expensive as advanced features are often limited to higher-tier plans, which may be challenging for smaller teams or growing organizations. Additionally, the reporting and analytics capabilities could be more flexible and detailed to provide deeper insights into customer interactions and support performance
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service reliably connects us with customers from day one, resolving requests smoothly. Its AI handles 80% of ticket automation, and it unifies multiple channel support into a single workspace.
Easy to Use, Great UI, and Smooth Integrations with Slack and Jira
What do you like best about the product?
its easy to use, its fetches enough details from the customer which helps being in a support team.
You can integrate with many tools such as slack, jira etc.
Also, best UI interface, so convenient and nice to look.
You can integrate with many tools such as slack, jira etc.
Also, best UI interface, so convenient and nice to look.
What do you dislike about the product?
Nothing as such, sometimes its slow and i think its happens across all other ticketing tool.
What problems is the product solving and how is that benefiting you?
customers can easily contact us using the Zendesk ticketing tool and we get all the required details from the customer. As I said before, its very easy to use.
All-Inclusive and Thorough, but Setup Keeps Getting More Complicated
What do you like best about the product?
The platform is all inclusive and very thorough.
What do you dislike about the product?
Setup has become increasingly complicated over the past couple of years.
What problems is the product solving and how is that benefiting you?
Helping us to manage and track all CS tickets, housing everything in one place that everyone can access.
Powerful Zendesk Features for Growing Support Teams
What do you like best about the product?
I like best how easy Zendesk is to use and how it keeps all customer conversations organized in one place. It helps teams respond quickly and stay efficient.
What do you dislike about the product?
Zendesk can be expensive, especially for smaller teams. Some advanced features require higher-tier plans, and the setup can feel complex at first.
What problems is the product solving and how is that benefiting you?
Zendesk helps organize and manage customer inquiries in one system, reducing missed messages and delays. This improves response times, keeps communication clear, and makes it easier to provide consistent customer support.
A Great Multi-tasking Help & Support Portal
What do you like best about the product?
We used Zendesk for our first startup and it was very helpful for our small team to manage every day tasks. That was before the coming of Agentic AI. We are now preparing to go with it for launch day.
What do you dislike about the product?
Nothing I can point for now, because it is more user-friendly than even some of the latest CRMs.
What problems is the product solving and how is that benefiting you?
Our team can scale support operations with the help of self-service features and AI agents.
Easy Setup and Use, But Our Team Didn’t Adopt the Chat Feature
What do you like best about the product?
I think its easy to set up and to use. It really depends on how much time you set aside to acutally be in the platform.
What do you dislike about the product?
Our team was just not able to use it as often. It ended up becoming more of an email service than a chat feature.
What problems is the product solving and how is that benefiting you?
This was useful for us to be in contact directly with our customers while they were shopping on the website or to help answer any questions. We were able to get offline messages sent to our sales team that was helpful.
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