Zendesk Suite
ZendeskExternal reviews
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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,
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.
Keeps Us Organized and Productive with a Clean, User-Friendly Interface
What do you like best about the product?
Zendesk is great because it keeps all customer messages in one place, making it easy to stay organized. And I really like how simple it is to track tickets and reposdone to the customer quickly. I also like the interface; it is clean, which helps my team to stay productive throughout the day without getting confused.
What do you dislike about the product?
I noticed that the main downside is that some of the advanced settings can be hard to find and take time to learn. Also, if you want to add extra features or more users, the cost can start to get expensive for a smaller business. I also experience that sometimes reporting tools feel a bit limited unless you upgrade.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service - Ac solves my problem of scattered customer messages by bringing every interaction into one easy-to-manage inbox. This benefits me by speeding up my response times and allowing us to help more customers without needing a larger team.
Zendesk Agentic Mode Revolutionized Our Customer Support
What do you like best about the product?
This is my first time using AI Agent to take over the customer support. After learning from your knowledge base, agent was little flakey but it took off after 1 week and helped in closing at least 30% of tickets. Couldn't ne happier with Zendesk Customer services Agentic mode.
What do you dislike about the product?
A bit costly and little technical in the begining
What problems is the product solving and how is that benefiting you?
Small teams requires extra effort from everyone. Agentic mode is great solution for such teams
Effortless Customer Support and Organization with Zendesk
What do you like best about the product?
Zendesk is user-friendly and consolidates all customer requests in a single location. Its automation features, macros, and ticket management tools enable teams to respond more quickly and maintain organization. Additionally, the reporting functions offer valuable insights into overall performance.
What do you dislike about the product?
Zendesk can become expensive as you add more features and users, and I find that some of the advanced settings are not particularly intuitive. Additionally, the reporting and customization options may seem restricted unless you opt for one of the higher-tier plans.
What problems is the product solving and how is that benefiting you?
Zendesk helps solve the challenge of managing a high volume of customer inquiries across multiple channels by centralizing everything into one ticketing system. This improves response times, keeps requests from being missed, and makes it easier to collaborate as a team, resulting in better customer satisfaction and more efficient support operations.
Customer Support Application
What do you like best about the product?
What I like the most about Zendesk is that it is very user-friendly. It is easy to navigate and you can easily go from one profile to another.
What do you dislike about the product?
Only thing I dislike about Zendesk is that it sometimes a bit slow, maybe it is because of the number of opened application. But it would be helpful if the app itself is precise even with a lot of application being utilized at the same time.
What problems is the product solving and how is that benefiting you?
Most problem is when a client's booking was cancelled involuntary and needs to be rebooked as soon as possible. Zendesk comes in very handy as it can be solved using it by integrating it with other booking platforms.
Effortless Navigation and Seamless Profile Integration
What do you like best about the product?
The interface is easy to navigate, and profiles are conveniently connected to the main tools.
What do you dislike about the product?
Sometimes, loading a ticket takes longer than expected.
What problems is the product solving and how is that benefiting you?
Emails and tickets that are sent are organized based on the time they are received.
All-in-One Customer Support Platform That Boosts Efficiency
What do you like best about the product?
Zendesk consolidates all your customer communications, whether by email, chat, phone, social media, or other channel into a single, organized platform, so your team no longer has to manage multiple separate tools. It automates repetitive tasks, streamlines workflows, and allows customers to reach out through their preferred channels. Additionally, Zendesk provides valuable insights and integrates with many of the tools you already use, making customer support easier and more efficient overall. It is deigned for daily use.
What do you dislike about the product?
Basic setup is failry quick but advanced wokrflows may need little bit of technical skills. And interface could have been a bit more better by adding more graphical 3d effects. Customer support is real quick and professional though response quality may vary by plan.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of scattered customer messages by bringing all support platform email, chat, phone, social media into one systemetic system so teams do not miss any customer who needs our help. Automate repetitive work, and understand support performance with insights and reporting. This makes customers happier with quicker answers and helps the user run support more efficiently, reduce costs, and grow with tools that connect easily to other apps they already use.
It allows the user to quickly respond to customer & run support more efficiently. Ultimately reducing cost resulting in more revenue at the end of the day becuase customer do not need to connect again and again.
It allows the user to quickly respond to customer & run support more efficiently. Ultimately reducing cost resulting in more revenue at the end of the day becuase customer do not need to connect again and again.
Effortless Ticket Management and Seamless Team Communication
What do you like best about the product?
We use Zendesk to manage customer escalations by tracking them through tickets. It also facilitates communication between T1 and T2 teams as they handle different cases. I appreciate the ability to create automations and triggers, and I find the macros particularly easy to use.
What do you dislike about the product?
There was a recent update that I didn't particularly enjoy. It seems to have made things within a ticket feel more cluttered, although the features remain useful.
What problems is the product solving and how is that benefiting you?
Zendesk has been instrumental in helping us make sure that customers receive prompt responses after their issues are escalated to the right team. Although we no longer use the voice feature in Zendesk, when we did, it worked well, though it lacked a few features we required. Despite this, we continue to rely on Zendesk as our main ticketing system, and it integrates seamlessly with Aircall.
The Gold Standard for Scaling Multi-Channel Support
What do you like best about the product?
Zendesk is perhaps best known for its ability to pull all customer communications: email, chat, social media, voice, and web forms.
What do you dislike about the product?
I can't think of any drawbacks. Zendesk has been very impactful for me.
What problems is the product solving and how is that benefiting you?
Faster Resolutions
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