Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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Effortless Customer Interactions and Reporting
What do you like best about the product?
I like that it's easy and simplified. Zendesk messaging works very well. And my reporting works pretty well. The initial setup was very easy, and I train multiple employees on it, and it's very easy for them to learn.
What do you dislike about the product?
I think that we could have some type of AI for reporting. We could tell the AI what we need, and they could make a report for us.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to pull reports for my employees and communicate with customers. It supports my team all around.
Simple, Intuitive UI That’s Easy to Learn
What do you like best about the product?
The UI is simple, and the UX flow is easy to use, so even a new user can adapt quickly.
What do you dislike about the product?
Their customer support experience isn’t good, and it’s hard to reach a real person.
What problems is the product solving and how is that benefiting you?
We use it for CXO, integrated with Jira and Slack. And its very easy to use and implementation is easy due to availability of third party add ons
Customizable Yet Sluggish at Times
What do you like best about the product?
I like that Zendesk for Customer Service is easy to customize and allows me to add apps, which is really beneficial. We can connect many of our internal tools to it, and we have the ability to add user info and direct links to user profiles directly through the Zendesk interface. There's also an app feature for generating coupons directly for the customer, and it was quite easy to onboard, which made the initial setup straightforward.
What do you dislike about the product?
At times, it starts to hang and is slow and often requires me to clean cache or restart the browser.
What problems is the product solving and how is that benefiting you?
I use Zendesk to manage and answer customer queries via tickets, messaging, and email.
Centralized Customer Support with Pricing Caveats
What do you like best about the product?
I like how Zendesk for Customer Service centralizes every customer interaction across email, chat, and social channels into one omnichannel inbox. It's their strongest feature with agents being able to see everything in one view. Ticket lifecycle and SLA management are well thought out, making our workflow smoother. The macros library is a great time-saver, cutting down repetitive answers, and the Help Center/Guide that doubles as a customer-facing knowledge base is really helpful. I also appreciate the wide range of integrations available in their marketplace. Setting up was relatively easy, and we had the team productive in about 2 weeks.
What do you dislike about the product?
Pricing is the main pain point, as plans get expensive fast and there are add-ons everywhere. The admin UI feels heavy and dated. Some reports require a higher Explore plan. Native chat (Messaging) lags behind specialized chat tools.
What problems is the product solving and how is that benefiting you?
Zendesk centralizes customer interactions, preventing lost tickets and ensuring clear ownership and SLAs. It automates repetitive responses and provides reporting without manual effort. Moving from a shared inbox to Zendesk improved our ticketing, automation, and reporting.
A Reveiw on Zendesk
What do you like best about the product?
The ticket management in zendesk is very comfortable
What do you dislike about the product?
The upgrade plan price of zendesk is bit high
What problems is the product solving and how is that benefiting you?
I use zendesk to automate all my club emails and chats into one and then solve tickets
Strong Ticketing Foundation, but KPI Reporting and Time Tracking Need Work
What do you like best about the product?
Zendesk was our first ticketing system for professional services and did a great job.
What do you dislike about the product?
Zendesk did not have good KPIs reporting and did not allow us to input and track our time
What problems is the product solving and how is that benefiting you?
Our client needs to contact us to make requests for support, this was central to this.
Zendesk Makes Ticket Management and Customer Support Easy
What do you like best about the product?
I like Zendesk because it helps me manage and receive tickets while assisting customers, instead of relying only on emails and phone calls.
What do you dislike about the product?
The only thing I would say I dislike about Zendesk is that, most of the time, if their system goes down, we have to make sure to inform customers. That interruption stops our process for a period of time, and at the time we didn’t have an extra system to fall back on.
What problems is the product solving and how is that benefiting you?
I feel that Zendesk helps customers reach out and get their tickets resolved in a timely manner. It also allows our team to keep tickets organized and stay on top of incoming requests.
Easy to Use, but Limited Integrations Make Updates Too Manual
What do you like best about the product?
Zendesk is easy to use and serves as a solid repository for helpdesk data and FAQs. Since we didn’t use any integrations, keeping everything updated was fairly manual.
What do you dislike about the product?
I disliked the fact that there was little to no integrations when compared to our new provider.
What problems is the product solving and how is that benefiting you?
It was helping us store a repository of FAQ documents and Helpdesk for our platform.
Simple, Intuitive Ticketing—But Not Optimized as a Full CRM
What do you like best about the product?
Decent ticketing system, simple to use but my org used to use it as a whole CRM for sales functions, which it wasn’t optimised for.
What do you dislike about the product?
It is simple and intuitive to use, easy to navigate around and to chronologically see activities on tickets/accounts
What problems is the product solving and how is that benefiting you?
Tracking tickets from customers and prospects such as refund requests, data removal, subscription cancellation or account amendments
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.
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