Zendesk Suite
ZendeskExternal reviews
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Streamlined Conversations, Valuable Interaction History
What do you like best about the product?
I use Zendesk for Customer Service for tickets related to customer support and tech support. I find it makes it easy to have a trail of history and see all customer interactions. I like how streamlined it makes conversations. I really value the history and the notes.
What do you dislike about the product?
I find it challenging to have easier customization access for users other than admin.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service for its easy trail of history and customer interaction tracking. It streamlines conversations and I value having the history and notes.
Decent CRM with Plenty of Optional Upgrades
What do you like best about the product?
Decent CRM with lots of optional upgrades.
What do you dislike about the product?
I would love to see more robust options for exporting and analyzing data.
What problems is the product solving and how is that benefiting you?
All in one, easy to use point of contact for our customers.
Easy to Connect with Our App Ecosystem
What do you like best about the product?
It was very easy to connect with our app ecosystem.
What do you dislike about the product?
It's expensive and currently doesn't allow 3P integrations that we need
What problems is the product solving and how is that benefiting you?
CS for all the whitelabel solutions that we deploy to our clients
Efficient Ticketing with Room for Improvement
What do you like best about the product?
Zendesk for Customer Service provides a clean and intuitive interface that makes it easy to manage customer conversations across multiple channels. Navigating between tickets, customer profiles, and internal notes is straightforward, which helps agents work efficiently even with high ticket volumes. The implementation process was smooth, especially for basic setup like configuring email channels, groups, and ticket fields. Once the system was live, automation tools such as triggers, macros, and SLAs significantly reduced repetitive work and improved response consistency. The platform also offers a wide range of features including reporting dashboards, knowledge base management, role-based permissions, and multi-channel support, making it suitable for growing teams. It integrates well with other business tools, which helps sync customer data and reduces manual updates. Overall, it serves as a central hub that I rely on daily to track tickets, collaborate with team members, and monitor performance metrics.
What do you dislike about the product?
The pricing can increase quickly as additional features or higher-tier plans are required. Some advanced configuration options, especially around automation and reporting, require time to fully understand and optimize. While the platform is feature-rich, certain customization options for dashboards and analytics are limited unless you upgrade. Customer support resources are helpful, but for more complex configurations, resolution may take longer than expected.
What problems is the product solving and how is that benefiting you?
Zendesk helps centralize customer inquiries from multiple channels into a single ticketing system, improving visibility and accountability. Prior to using it, requests were handled through shared inboxes, which made tracking difficult and caused delays. With Zendesk, ticket ownership is clearly defined, collaboration between team members is easier, and automation reduces manual effort. The reporting tools provide insight into response times and workload distribution, helping improve operational efficiency. Because the platform is used frequently throughout the day, it has become essential for managing support workflows and ensuring consistent service quality.
Service that allows for personalization
What do you like best about the product?
I like that there are many settings I can configure to suit my needs and my team’s workflow. The AI is improving, although I’d like it to be a bit more advanced and offer more personalization for the basic agent. There are also plenty of integration options, and there’s a rich library of add-ons and extensions to use with Zendesk.
What do you dislike about the product?
There are still some limitations that don’t allow me to set certain things up (for example, rules to be triggered based on time, or if an event has already happened). That said, with enough effort it’s usually possible to achieve what I need by creating workarounds. The interface also looks a bit old-fashioned for my taste.
What problems is the product solving and how is that benefiting you?
It was possible to automate most of the refunds and cancellations using API through Zendesk. Generally I have everything I need to keep support team running. There are no outages that impact us, so it is very stable service over time.
Powerful but oversized for growing wellness businesses
What do you like best about the product?
Zendesk is a mature and robust platform. The conversation history is complete and well-structured, email integration works reliably, and the ticketing system provides clear visibility into the status of each customer interaction. For medium or large teams, the automation options and macros allow for real time savings on repetitive responses. Bulk conversation export is also useful for subsequent analysis and training purposes.
What do you dislike about the product?
The main issue is the value-for-money proposition for small or medium-sized businesses: plans scale in price very quickly and many key features are locked behind higher tiers and the initial setup requires a considerable learning curve. The interface, while functional, feels heavy and sluggish compared to more modern alternatives.
What problems is the product solving and how is that benefiting you?
Zendesk helped us centralize customer communication that was previously scattered across multiple channels, giving the support team a single place to track and respond to inquiries. It reduced missed messages and improved response consistency. However, as our needs evolved particularly around WhatsApp automation and tighter integration with our booking workflows we found the platform's rigidity and cost difficult to justify it.
Easy to use
What do you like best about the product?
Zendesk has been incredibly easy to use. We use it at my employer for internal ticketing to help various departments resolve questions or issues. It's very easy and intuitive, there's automated emails, Macros to help streamline the process, the Views serve as a set of queues, etc. It's been one of the best ticketing systems I've had the opportunity to use.
What do you dislike about the product?
I really don't have any dislikes about the platform itself, but the cost for certain features is outside of our price range.
What problems is the product solving and how is that benefiting you?
Helps us streamline internal questions or issues without going through email communication. The thread in the ticket allows us to better track issues and we can also better track employee performance (SLA).
The solution is easy to use and can configure easily. Customer support also excellent
What do you like best about the product?
he automation tools like triggers and macros have been a game-changer for our team's productivity. It takes the repetitive work off our plates so we can focus on more complex issues
What do you dislike about the product?
The pricing model feels restrictive; it seems like every useful advanced feature or AI tool is locked behind an additional, expensive paywall
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of fragmented customer communications by centralizing all channels and automating repetitive tasks, which benefits you by increasing team productivity and speeding up ticket resolution times
Centralized Communication, Needs More Flexibility
What do you like best about the product?
I really like Zendesk for Customer Service because it has a great look and feel, and is easy to use for interacting with each customer. One feature I find amazing is the ability to connect WhatsApp, emails, and calls all on the same screen. This allows me to have all the necessary information without having to switch between multiple screens. I also appreciate the feature where all customer information and interactions are available on the same screen, and I can enhance it with the right-side widgets.
What do you dislike about the product?
I don't like the correlation between cost/benefit on their different plans and that you cannot personalize options or mix different user types. Also, the initial setup isn't as easy as expected, since you have to rely on partners for a correct deployment.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to improve our CS department with all customer information and interactions on the same screen and widgets to enhance functionality, like WhatsApp connectivity and emails, without switching screens.
Overall a pretty great tool
What do you like best about the product?
Zendesk provides a centralized hub for managing all customer interactions. Its ticketing system is intuitive, making it easy to track, prioritize, and resolve issues efficiently. Automation features like macros and triggers save time on repetitive tasks, while integrations with tools like Jira and Google Workspace help maintain smooth workflows. Reporting and analytics are clear and help identify trends in support requests.
What do you dislike about the product?
Customization can be limited unless you invest in higher-tier plans, and the interface can feel overwhelming for new agents due to the many features and settings. Occasional slowdowns can occur with large ticket volumes.
What problems is the product solving and how is that benefiting you?
Zendesk streamlines customer support operations, reduces response times, and provides visibility into team performance, helping ensure that issues are resolved efficiently and consistently.
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