Zendesk Suite
ZendeskExternal reviews
6,659 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A Great Multi-tasking Help & Support Portal
What do you like best about the product?
We used Zendesk for our first startup and it was very helpful for our small team to manage every day tasks. That was before the coming of Agentic AI. We are now preparing to go with it for launch day.
What do you dislike about the product?
Nothing I can point for now, because it is more user-friendly than even some of the latest CRMs.
What problems is the product solving and how is that benefiting you?
Our team can scale support operations with the help of self-service features and AI agents.
Easy Setup and Use, But Our Team Didn’t Adopt the Chat Feature
What do you like best about the product?
I think its easy to set up and to use. It really depends on how much time you set aside to acutally be in the platform.
What do you dislike about the product?
Our team was just not able to use it as often. It ended up becoming more of an email service than a chat feature.
What problems is the product solving and how is that benefiting you?
This was useful for us to be in contact directly with our customers while they were shopping on the website or to help answer any questions. We were able to get offline messages sent to our sales team that was helpful.
Easy to Use and Clear Guidelines—Zendesk Delivers
What do you like best about the product?
Easy to use, not confusing, very clear; good guidelines
What do you dislike about the product?
Although Zendesk is really good, the pricing is a bit too much for small/medium size companies
What problems is the product solving and how is that benefiting you?
Possibility to create ticket prioritization and prevention of cherry picking from agents
Centralized Communication with Slight Setup Hurdles
What do you like best about the product?
I like that Zendesk for Customer Service is integrated with our phone system, emails, and chat. No matter how a customer contacts us, we can keep a record of the situation. When I am tagged on a ticket, I am notified via email and can click a link to view the ticket. I can see everything that the customer has told us, listen to the phone call if needed, and see what our team has responded so far. It saves me time regathering details that we already have. We used to have a fragmented communication system, but now anyone assisting with the ticket can listen to the original call to get the exact details. The chat support has become one of our preferred methods of communicating with customers.
What do you dislike about the product?
The integrations side panel is very helpful, but it can be a bit clunky to navigate. If you have more than one integration, it requires a lot of scrolling to get to the information that you want. A tabbed section that you can click through and re-order could be helpful. It was not easy. It took a lot of time and effort. We hired a third party vendor to help us with our Zendesk integration and they were not very responsive or helpful, so we had to do a lot more of it ourselves.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to centralize customer communication, keeping everything in one place. It streamlines collaboration by reducing internal emails, and the integration with our communication channels saves time and improves our support accuracy.
Zendesk: Easy Setup, Powerful Ticketing, Reporting, and AI Auditing
What do you like best about the product?
I find Zendesk to be a well-built CRM tool that's great for assigning tickets and generating reports that provide valuable insights. I appreciate the all-in-one platform with integrated and detailed information on customer relationship management. I like its implementations and integrations, as well as the innovative ideas from the brand team. I also value the integrated AI auditor feature for auditing calls and emails. The initial setup was very easy.
What do you dislike about the product?
Nothing more like a dislike, a perfect one go tool
What problems is the product solving and how is that benefiting you?
well-built CRM tool to assign tickets and generate reports for insights. It provides an all-in-one platform with integrated, detailed customer relationship management.
Powerful and Scalable Customer Support Platform
What do you like best about the product?
What I like most about Zendesk is its intuitive ticketing system and centralized customer communication. It makes it easy to manage support requests across multiple channels (email, chat, and web forms) in one place, which improves response time and team collaboration. The automation features, triggers, and macros significantly reduce manual effort and help maintain consistent responses. I also appreciate the reporting and analytics capabilities, which provide clear visibility into support performance and help drive data-based improvements.
What do you dislike about the product?
While Zendesk is powerful, the pricing can become expensive as your team grows or when adding advanced features. Some useful capabilities are locked behind higher-tier plans, which can make scaling costly. The initial setup and customization can also feel complex, especially for smaller teams without a dedicated admin. Additionally, the reporting configuration sometimes requires extra effort to get very specific insights without using add-ons.
What problems is the product solving and how is that benefiting you?
Zendesk helps centralize and streamline customer support by bringing all communication channels—email, chat, and web forms—into a single ticketing system. This eliminates scattered conversations and improves visibility across the team. It also solves response time issues through automation, triggers, and SLAs, ensuring that tickets are routed and prioritized correctly. As a result, we benefit from faster resolution times, improved customer satisfaction, better workload management, and data-driven insights through reporting and analytics. Overall, it creates a more structured, scalable, and efficient support process.
Child Tickets and Side Conversations Keep Everything Organized
What do you like best about the product?
How it groups things together with child tickets and side conversations
What do you dislike about the product?
There are a few things that I believe could be a bit more user friendly. It can be hard to edit certain things. Also, the support emails can be confusing to clients.
What problems is the product solving and how is that benefiting you?
Coverage issues, this allows a much bigger overview of orders and information all being in a shared location
Responsive, Easy-to-Reach Customer Support—No Major Dislikes So Far
What do you like best about the product?
I really appreciate how easy it is to reach customer support, and that they respond in a timely manner.
What do you dislike about the product?
I haven’t found anything to dislike so far while using Zendesk.
What problems is the product solving and how is that benefiting you?
It uses automation and AI to speed up response times, allowing agents to manage multiple tickets at once while reducing backlogs.
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.
Broad Channel Coverage and Seamless Integrations for Customer Support Teams
What do you like best about the product?
Its breadth of channels coverage. We have our customer service reps team who communicates to customer on phone, WA , Emails and support tech and internal department on chat too.
Another positive point for us is its integration with multiple products
Another positive point for us is its integration with multiple products
What do you dislike about the product?
It’s not really a dislike, but the high initial cost and the learning curve for a new team could be a deterrent to adoption.
What problems is the product solving and how is that benefiting you?
We use Zendesk for our customer service team to support our customers. Tickets get assigned automatically based on the blueprint you set in the portal, so they go to the right department. Customer responses are visible in the portal as well, which helps the team track the full history.
showing 121 - 130