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.
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.
Cohesive, Smart, and User-Friendly—with Amazing Customer Support
What do you like best about the product?
Cohesive, very smart, easy to use once you understand it, very user friendly, and amazing vustomer support
What do you dislike about the product?
It is so helpful you might get overwhelmed by how inclusive it is.
What problems is the product solving and how is that benefiting you?
Made a very complex bureaucrtic and paper work dense procedures much easier to complete effectively in one place
Zendesk-Customer -Life Cycle Management
What do you like best about the product?
I like how Zendesk brings all customer communication into one place. It’s easy to track tickets, see conversation history, and make sure nothing gets missed. The automation rules and macros save a lot of time, and it helps the team respond faster and more consistently.
What do you dislike about the product?
Certain useful features are only available in higher plans, which can make it expensive as your needs grow. example Sierra.
What problems is the product solving and how is that benefiting you?
Before Zendesk, support requests were coming from different channels (Fresh-desk)and were hard to track. Zendesk centralizes everything, so there’s better visibility, faster response times, and fewer missed or forgotten tickets. This has improved customer satisfaction and made support operations more organised and efficient.
Super Easy to Use with User-Friendly Reporting Suites
What do you like best about the product?
It’s super easy to use and the reporting suites set up are user friendly
What do you dislike about the product?
The dashboards are very labour intensive to change
What problems is the product solving and how is that benefiting you?
Am easy to use unified crm platform which can be owned and managed with a pass thru cost
Chat page and Email page interface
What do you like best about the product?
Zendesk chat page and email page opens on two different pages and has different interface and it is a really good thing. Also runs quite smoothly which makes switching task quite easy. As soneone who has used 5 different software for support I find Zendesk the best because it helps me do everything in a blink without lagging.
What do you dislike about the product?
Zendesk doesnt provide data segregation that good.
What problems is the product solving and how is that benefiting you?
Zendesk helps me manage customer queries efficiently by keeping chat and email conversations organized in one place. It improves response time, tracking, and collaboration, making it easier to resolve issues accurately and maintain a smooth customer experience. Also, I can track my performace very fast and accurately.
Effortless Team Collaboration Made Simple
What do you like best about the product?
What I like most is easily crossing work with teams.
What do you dislike about the product?
As of now, I haven't faced any issues in using this software. All looks good for now.
Just make UI more user friendly.
Just make UI more user friendly.
What problems is the product solving and how is that benefiting you?
Its AI agent which track down the tickets and got update easily.Which helps to get update the tickets as required.
Beginner-Friendly UI and Powerful Automation Workflows
What do you like best about the product?
What I like is its automation workflow and its beginner-friendly UI
What do you dislike about the product?
As of now i dont see any issue in zendesk while using.
What problems is the product solving and how is that benefiting you?
I faced one issue for ticket tracking that has been resolved by using the AI agent,
Best CRM for Ticket Management with Outstanding Support
What do you like best about the product?
Zendesk is best crm for ticket mangement i can use it majory to see the status of my current ticket
What do you dislike about the product?
Some times there is bugs in UI but their support system was amazing
What problems is the product solving and how is that benefiting you?
Helps in ticket sorting also helps to schedule my time their is built in feture for timetable mangement also thier is live ticketing system through which it helps to detect on which ticket i had take more time to solve it
Structured, Reliable, and Scalable Customer Support Platform
What do you like best about the product?
What I like best about Zendesk for customer service is how structured and reliable it is for handling customer issues at scale. When many tickets are coming in from email, chat, or web forms, Zendesk keeps everything organized in one place; nothing gets lost, and every conversation has a clear history. Another thing I really like is how mature and stable the platform feels. It's clearly built for real production use. Once workflows are set up, things run smoothly without constant babysitting. From a backend developer's point of view, the APIs and integration are a big plus. Zendesk works well with internal tools, CRM, and databases. I can sync tickets, users, and events with our backend system without hacks. I also like the automation and triggers. Tickets can be routed, tagged, proportioned, and escalated automatically. This reduces manual work for the support team and keeps response times consistent.
What do you dislike about the product?
One thing I dislike about Zendesk is that it can become expensive as the team grows. Adding agents and advanced features increases costs quickly, which can be hard for startups or smaller teams. Another downside is that configuration can get complex. Triggers, automations, views, and workflows are powerful, but over time they become difficult to manage if not documented well. The UI, while functional, can feel heavy and slow when handling a large number of tickets. It's not always the fastest experience for agents. Customization also has limits; while Zendesk covers most use cases, very specific workflows sometimes require workarounds or custom apps.
What problems is the product solving and how is that benefiting you?
Zendesk for customer service solves the problem of chaotic and unscalable customer support. Without a dedicated system, customer messages come from everywhere—emails, contact forms, and chats—and it becomes impossible to track who responded, what was promised, or what is still pending. Zendesk centralizes all communication into structured tickets, which bring order to the chaos. It also solves the problem of missed or delayed responses. With SLA automations and priority rules, tickets are handled on time. This directly improves customer satisfaction and reduces frustration on both sides. From a backend developer perspective, Zendesk helps bridge the gap between support and engineering. Tickets can be enriched with logs, user IDs, metadata, and links to internal systems. This makes debugging real customer issues much faster and more accurate. Another big benefit is visibility and accountability. I can clearly see ticket volume, response time, backlog, and team performance. It helps make better decisions about staffing, product improvements, and system stability. Zendesk also reduces context switching. Support teams don't need to jump between tools, and developers don't need to chase information. Everything related to an issue lives in one place. It improves customer communication quality. Canned responses, macros, and templates ensure consistent and clear replies even when multiple agents are involved. Zendesk also helps with scalability. As the product grows and the user base increases, Zendesk can handle higher ticket volumes without changing the support process or tools. Another important benefit is the feedback loop to product development, repeated issues, bug reports, or feature requests are visible in Zendesk data. This helps the engineering and product teams prioritize real user pain points instead of guessing. So Zendesk benefits me by making support organized, measurable, and tightly connected to the product and backend system. It reduces noise, improves response quality, and helps teams work together more effectively in production environments.
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