Zendesk Suite
ZendeskExternal reviews
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Powerful and Scalable Support Platform with Strong Automation
What do you like best about the product?
It makes it easy to manage, prioritize, and track customer requests across multiple channels like email, chat. I also really like the automation features, such as triggers, macros, and SLAs, which help streamline repetitive tasks and ensure timely responses. Another big advantage is the flexibility and customization. You can tailor views, forms, and workflows to match your support structure. Lastly, the reporting and analytics tools provide valuable insights into team performance.
What do you dislike about the product?
Troubleshooting automations (like triggers or routing issues) isn’t always straightforward, especially when multiple rules interact with each other, making it harder to quickly identify the root cause of a problem.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps solve the challenge of managing customer support across multiple channels in a structured and efficient way. Instead of handling emails, calls, and chats separately, everything is centralized into a single ticketing system, which makes it much easier to track conversations and avoid missed requests.
It also addresses the problem of inconsistent support processes. With automations like triggers, macros, and SLAs, tickets are routed automatically, prioritized correctly, and handled within defined timeframes. This ensures a more standardized and reliable support experience for customers.
For distributed teams, it solves coordination and visibility issues. Agents across different locations can work from the same system, see ticket history, and collaborate without confusion. This has improved team efficiency and reduced response times.
Overall, the benefit is a more organized workflow, faster resolution times, and better visibility into performance through reporting—helping continuously improve both team productivity and customer satisfaction.
It also addresses the problem of inconsistent support processes. With automations like triggers, macros, and SLAs, tickets are routed automatically, prioritized correctly, and handled within defined timeframes. This ensures a more standardized and reliable support experience for customers.
For distributed teams, it solves coordination and visibility issues. Agents across different locations can work from the same system, see ticket history, and collaborate without confusion. This has improved team efficiency and reduced response times.
Overall, the benefit is a more organized workflow, faster resolution times, and better visibility into performance through reporting—helping continuously improve both team productivity and customer satisfaction.
Zendesk is fulfilling our needs
What do you like best about the product?
Zendesk is easy to use and offers a lot of features.
If something is missing, you can usually cover it with external apps or integrations.
Overall, even with the basic setup, Zendesk can do it all.
If something is missing, you can usually cover it with external apps or integrations.
Overall, even with the basic setup, Zendesk can do it all.
What do you dislike about the product?
It doesn’t have a standard, robust feature for SLA reporting.
Reporting is available, but there’s currently no way to automatically send reports to customers that include only their own data.
As it stands, customers can see all filters and all customers, which I dislike, because we end up generating each report manually every month by selecting the date/time filter and the organization filter. In my view, a customer service product today should include solid automation for SLA reporting.
Reporting is available, but there’s currently no way to automatically send reports to customers that include only their own data.
As it stands, customers can see all filters and all customers, which I dislike, because we end up generating each report manually every month by selecting the date/time filter and the organization filter. In my view, a customer service product today should include solid automation for SLA reporting.
What problems is the product solving and how is that benefiting you?
It helps ensure we keep the business running smoothly when it comes to SLAs, CSAT, and serving our customers.
Powerful all in one tool
What do you like best about the product?
If you’re a new business, Zendesk provides quick, pre-built solutions to help you get started. As you grow, the customization options feel unlimited, and the tool scales right along with you.
What do you dislike about the product?
As with all the tools, the extra features are add-ons that come with additional pricing.
What problems is the product solving and how is that benefiting you?
Zendesk has great integration features and custom apps that help keep all the tools I need in one place, making it easier to serve customers.
Great!
What do you like best about the product?
Keeps us organized and allows us to respond to emails quickly.
What do you dislike about the product?
I can't figure out how to forward emails to external accounts and the admin/support center is a little too many clicks to get to a specific section
What problems is the product solving and how is that benefiting you?
helps us email + text our customers
My experience has been very good
What do you like best about the product?
I like the flexibility of Zendesk and how it can be customized to fit your specific needs.
What do you dislike about the product?
One drawback is that I can’t restrict my help center bot’s access by country.
What problems is the product solving and how is that benefiting you?
It helps organize all tickets and provides a workspace where agents can efficiently manage inquiries without missing any.
Zendesk is a great tool
What do you like best about the product?
Zendesk is a super good tool for our use case. It is highly flexible which really enables us to have specific routing to solve the issue of our users. We love the AI co-pilot to incentivize our agents to resolve matter better and more efficiency.
What do you dislike about the product?
Pricing is very steep. I also dislike their chatbot to contact their support.
What problems is the product solving and how is that benefiting you?
It helps us respond to our users promptly and efficiently.
Zendesk: Powerful when you need it, lightweight when you don't
What do you like best about the product?
Zendesk gets the basics right, which is frankly rarer than it should be. The interface is clean and intuitive, so new agents can be productive within hours rather than days. Ticket management is smooth and straightforward, which makes triage and assignment feel effortless.
Where it really earns its keep is the integration ecosystem. Slack, Jira, Harvest, and hundreds more (that we don’t even use at the moment) all connect without needing a PhD in middleware. For a team that already runs multiple tools, that’s genuinely valuable.
In our business, focused on CX and CJM, we aim to deliver great, responsive customer service, and Zendesk supports that by having almost zero downtime.
Where it really earns its keep is the integration ecosystem. Slack, Jira, Harvest, and hundreds more (that we don’t even use at the moment) all connect without needing a PhD in middleware. For a team that already runs multiple tools, that’s genuinely valuable.
In our business, focused on CX and CJM, we aim to deliver great, responsive customer service, and Zendesk supports that by having almost zero downtime.
What do you dislike about the product?
The out-of-the-box functionality is intentionally lightweight, which is fine as long as you know that going in. However, getting to the features that make Zendesk genuinely powerful often means stacking add-ons, and the costs can escalate quickly.
As you start scaling, the pricing tiers can also feel a bit like being nickel-and-dimed.
Zendesk’s own customer support is a little ironic in that it isn’t always the fastest, and you tend to notice that more when you’re a customer of a support platform.
As you start scaling, the pricing tiers can also feel a bit like being nickel-and-dimed.
Zendesk’s own customer support is a little ironic in that it isn’t always the fastest, and you tend to notice that more when you’re a customer of a support platform.
What problems is the product solving and how is that benefiting you?
Centralising all customer interactions into a single, auditable workflow has helped us reduce response times, improve agent accountability, and deliver clean reporting for stakeholders, all without needing a heavyweight IT implementation to get started.
several automation and triggers you can play around
What do you like best about the product?
several automation and triggers you can play around which really help us in managing huge amount of tickets
What do you dislike about the product?
price and the browser notification still not available
What problems is the product solving and how is that benefiting you?
handling major issues on our network and we are able to timely update customers thru bulk updates
High-Quality Service Without the Friction
What do you like best about the product?
Zendesk allows me to provide high quality service without any of the friction that other solutions impose.
What do you dislike about the product?
There really aren't any things about Zendesk that I dislike.
What problems is the product solving and how is that benefiting you?
Automating responses for simpler issues so that I can focus on more complicated problems
Mitigate risk and escalate urgent issues quicker than ever
What do you like best about the product?
It's super easy to search a key word or ticket number and find the ticket history between the customer and tech support. At my last company I loved how CSMs could receive zendesk submissions automatically by being bcc'd to threads. We don't have this set up yet in my current company. As a CSM I used Zendesk often especially to help troublehoot or prep for upcoming calls.
What do you dislike about the product?
It can be hard to search by a customers email or search by a customer's account name. That's why I usually submit tickets on behalf of my customers so that I can add the company name to the subject line.
What problems is the product solving and how is that benefiting you?
Zendesk is essential for managing support tickets and helps our internal support team prioritize tickets and generate JIRA tickets for any bugs.
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