Zendesk Suite
ZendeskExternal reviews
6,652 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy for Everyone to Use, Minimal Onboarding Time
What do you like best about the product?
It’s easy for everyone to use, which means less time spent on onboarding.
What do you dislike about the product?
The free user guide that Zendesk offers isn’t very good. By “user guide,” I mean the feature where Zendesk lets you create and host your own user documentation within Zendesk.
What problems is the product solving and how is that benefiting you?
It gives us a straightforward way to track customer feature requests and bugs. The Slack integration is also a nice touch, and it makes it easy to notify all the relevant people.
Fun and creative learning experience!
What do you like best about the product?
I enjoy the macro ability to solve tickets with more efficiancy.
What do you dislike about the product?
I believe the review feature could be more complex and allow customers the ability to have more customization when it comes to leaving a review.
What problems is the product solving and how is that benefiting you?
Zendesk helps us organize all communications to come through one platform and prevents agents from having to email customers directly, which can not be measured.
Zendesk Keeps Every Customer Message in One Place with Strong Analytics and AI Replies
What do you like best about the product?
Zendesk is a ticketing solution, and it does it rather well. It consolidates all the messages of the customers, whether they are emails, chats or social media to a single inbox and so my team does not need to keep moving between the tabs to get the right conversation. It can also be easily visualized using built-in analytics dashboard to show ticket volume, average response time, and customer satisfaction scores. I also enjoy the fact that Zendesk AI is able to propose answers to agents on similar tickets that have been previously dealt with.
What do you dislike about the product?
The interface is functional, but it does not look the most modern. The design can be considered somewhat old-fashioned compared to the newer tools. It took us almost two weeks to get things in order. It would be good to have improved onboarding of new teams.
What problems is the product solving and how is that benefiting you?
Zendesk gathers all the messages of customers in a single location. There is no longer any jumping in and out of email, chat, and social media. It automates repetitive processes and thus agents conserve time. The AI takes care of frequently asked questions. Managers are able to follow up performance of the team using clear dashboards. Issues are identified and addressed quicker. In general, it streamlines customer service and reduces stress.
Glitchy and Cumbersome Login Despite Handy Tabbed Ticket Views
What do you like best about the product?
I really like that tickets open as individual tabs within the application. In many other CRM tools, they open in a separate browser window, and that can cause issues.
What do you dislike about the product?
It can be glitchy, and logging in is cumbersome. We have to click through several screens just to connect Amazon Connect to the Zendesk application.
What problems is the product solving and how is that benefiting you?
It gives us room to grow as a company while still keeping us up to date with AI in the CRM workspace.
Timely, Reliable Support Whenever Issues Come Up
What do you like best about the product?
Whenever there are issues let's say for getting assistance on certain apps such as gaming apps ect. They always answer in a timely manner to assist with issues pertaining to certain websites.
What do you dislike about the product?
There's really nothing I dislike about this application. Whenever I have used it I've always been satisfied with my experience with them.
What problems is the product solving and how is that benefiting you?
It resolves issues with obtaining money from certain websites as well as if you purchase something on there it assist with obtaining what you had purchased.
Great Macros and Usability, but Search and Analytics Feel Minimal
What do you like best about the product?
The macros and overall usability were good but the search and analytics were fairly minimal
What do you dislike about the product?
The search and analytics options were very minimal and inaccurate
What problems is the product solving and how is that benefiting you?
It was our customer service CSM
Effective Customer Support with Some Manpower Needs
What do you like best about the product?
I like the customer service provided by Zendesk for Customer Service. The employees have good knowledge about the products and offer better solutions.
What do you dislike about the product?
I think they need more manpower. There is a bit of a process to follow and a little bit of training is needed.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service provides end-to-end customer support and resolves issues with product usage and warranties, with knowledgeable employees delivering better solutions.
Streamlined Real-Time Support, Needs Better Sales Integration
What do you like best about the product?
I find Zendesk for Customer Service easy to use for the agents, which is a plus. The help center creates a cohesive experience with chat, enhancing our customer interactions.
What do you dislike about the product?
I think there could be a better integration for sales.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to serve our customers in real time, helping them unlock issues during trials and driving conversion faster with live chat.
Zendesk turns support from a reactive inbox into a structured, trackable, and scalable operation.
What do you like best about the product?
Zendesk played a key role in streamlining the intake and handling of case requests. It helps centralize the case management workflow, incorporate automation, macro flows and SLA makes it robust and must have tool. It helped efficiently triage incoming tickets, convert them into structured cases, and apply prioritization based on urgency and impact. This ensured that nothing slipped through the cracks, improved visibility across the queue, and allowed the team to focus on the most critical issues first rather than reacting in a purely ad hoc manner.
Zendesk easily integrates with other tools such as Salesforce which is helpful, so that the teams need not move to different system to view the account details and context. For customer experience teams, this is a day-to-day tool that helps reduce the inbound volume. The Knowledge base, FAQ guides and AI powdered suggestions are very easy to implement without any dev support.
Zendesk easily integrates with other tools such as Salesforce which is helpful, so that the teams need not move to different system to view the account details and context. For customer experience teams, this is a day-to-day tool that helps reduce the inbound volume. The Knowledge base, FAQ guides and AI powdered suggestions are very easy to implement without any dev support.
What do you dislike about the product?
Zendesk gets the job done, but it lacks innovation. I used Zendesk for 4 years and I don't recall any compelling innovations happened during that time. It is very stable tool at its core and hardly had a down time. However, the UI still feels like from 90's and very unappealing. Additionally, it can become messy pretty fast without a tight governance, duplicate automations will start conflicting and no one knows which rule is doing that. Reporting is not very intuitive and there is a steep learning curve. Simple questions can take a long time to anwer and the team ends up taking export to work outside of Zendesk.
What problems is the product solving and how is that benefiting you?
It helped bring structure to customer requests and, in doing so, eliminated the shared inbox chaos. Customer queries come from everywhere - emails, chats, websites, forums, and more and Zendesk pulls them into a single ticketing system with clear ownership. With Zendesk, response and resolution times become more predictable, which helps build customer trust. The self-service option is also very helpful for deflecting volume, so the support team isn’t stuck answering the same question 100 times when customers can help themselves.
Zendesk Keeps Customer Support Organized and Efficient
What do you like best about the product?
What I like best about Zendesk for Customer Service is how it centralizes all customer interactions in one place, making it easy to track, manage, and respond to requests efficiently. It helps streamline workflows and ensures nothing falls through the cracks.
What do you dislike about the product?
One thing I dislike is that Zendesk can sometimes feel a bit overwhelming due to the number of features and tabs, which can take time to navigate efficiently.
What problems is the product solving and how is that benefiting you?
Zendesk helps ensure that customer issues are tracked and resolved in a timely and consistent manner. This benefits me by improving communication, reducing confusion, and allowing me to provide better overall support
showing 1 - 10