Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Zendesk Has Changed the Way We See Customer Service
What do you like best about the product?
I like the transparency that it offers our team internally. It's easy to use and integrate into our system, and now our team uses it daily for customer support emails - the email portion was easy to implement!
What do you dislike about the product?
I wish there were more assistance in setup, and the support site was more flushed out. However, when I've reached out to customer support, they've been amazing to work with. We've yet to implement the phone side as our IT company is unsure what to do, and I am not sure how to implement this either.
What problems is the product solving and how is that benefiting you?
its really helping us filter emails, the use of macros and rules have been beneficial as well.
User Frindly Platform Plat for for managing customer support
What do you like best about the product?
Easy To use User interface plat form Making it simple to mange support agaents and mange Tickets and respond to customer efficiently
powerfull automation feature Custom Triggers
the reporting and anlaytics tool provide valuable insight into performance and customer satisfaction
easy implemtiation
powerfull automation feature Custom Triggers
the reporting and anlaytics tool provide valuable insight into performance and customer satisfaction
easy implemtiation
What do you dislike about the product?
the intial setup and customization can be time consuming espicaily for new users some advanced features required additional cost which might not be budget friendly for smaller teams the mobile app experince gould be imporved also
What problems is the product solving and how is that benefiting you?
Zendesk Support Helps to centralize all customer inquiries from multiple channels into one platform
making it easier for our support team to track manage and resolve issues efficianlty
it improves colaboration between the team as well and customer satisfication has been increased
making it easier for our support team to track manage and resolve issues efficianlty
it improves colaboration between the team as well and customer satisfication has been increased
Good user interface
What do you like best about the product?
User interface is friendly and easy to access. Will recommend to friends
What do you dislike about the product?
Didn't get such points yet, everything looks fine
What problems is the product solving and how is that benefiting you?
Zendesk is solving customer service management challanges
Zendesk - best ticketing tool for SaaS environment
What do you like best about the product?
Zendesk itself, which we use the most for ticketing. I have been working in Zendesk for the past 8 years, across 2 organisations. I joined the second org and replaced a ticketing tool with Zendesk. Best thing is the UI and the rules we set to work.
What do you dislike about the product?
If you would ask me about something I don't like would be reports. I had a hard time working on customer reports, the views are there but still a custom report is a major missing
What problems is the product solving and how is that benefiting you?
Handling the mail tickets and automations, It dosen't have any funky UI/UX like other tools in the market, its a standard one anyone can understand and work with.
Efficient, Scalable, and User-Friendly Customer Support Platform
What do you like best about the product?
Zendesk Support Suite offers an intuitive and clean interface that makes managing customer queries seamless across email, chat, and social channels. The ticketing system is robust, with automation and triggers that reduce manual work significantly. The integration capabilities with CRM tools, Slack, and other platforms make it easy to embed into existing workflows. Reporting and analytics are detailed, helping teams track performance and identify trends quickly.
What do you dislike about the product?
The pricing can be a bit high for small businesses, especially when scaling to more agents. The customization options for the help center are somewhat limited unless you have coding skills. At times, the reporting dashboard can feel slow when generating complex data sets.
What problems is the product solving and how is that benefiting you?
It centralizes all customer communications into one platform, reducing response times and improving collaboration among support agents. Automation features help route tickets to the right team instantly, while macros and knowledge base integration speed up resolutions. This has led to a noticeable improvement in our CSAT scores and overall customer satisfaction.
Zendesk Support Suite A Powerful Tool with Room for Improvement
What do you like best about the product?
Features like internal notes and team collaboration options help support teams work more effectively together
What do you dislike about the product?
Nothing all is perfect and everything is great and lovely :)
What problems is the product solving and how is that benefiting you?
Customization options allow businesses to create a consistent brand experience across all support channels. This consistency helps build trust and enhances customer relationships.
Zendesk Support Suite is a comprehensive customer service platform
What do you like best about the product?
Custom Views & SLAs
You can set custom ticket views, triggers, and SLA policies based on priority or issue type.
Excellent for managing response/resolution times.
Knowledge Base Integration (Guide)
Seamless link to a self-service help center, reducing ticket volume.
Articles can be suggested automatically within tickets or chats.
Collaboration Tools (Side Conversations, Light Agents)
Easy to involve other departments or escalate issues internally without losing ticket context.
Reporting & Analytics (Explore)
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
You can set custom ticket views, triggers, and SLA policies based on priority or issue type.
Excellent for managing response/resolution times.
Knowledge Base Integration (Guide)
Seamless link to a self-service help center, reducing ticket volume.
Articles can be suggested automatically within tickets or chats.
Collaboration Tools (Side Conversations, Light Agents)
Easy to involve other departments or escalate issues internally without losing ticket context.
Reporting & Analytics (Explore)
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
What do you dislike about the product?
While powerful, some workflows require workarounds or coding via Zendesk API for full flexibility.
UI customization is limited unless using custom themes or third-party integrations.
UI customization is limited unless using custom themes or third-party integrations.
What problems is the product solving and how is that benefiting you?
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
Custom reporting possible with some learning curve.
A Reliable, All-In-One Solution for Customer Support
What do you like best about the product?
Unified platform, automation and macros, user friendly interface
What do you dislike about the product?
Customization limits, learning curve for admin setup
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us consolidate all our customer communications—email, chat, social media into one platform so nothing gets missed
Zendesk
What do you like best about the product?
Interaction and how to access phone and chat communication as emailing to customer is awesome
What do you dislike about the product?
Needs more integrations options in order to have a smoother working process with other apps
What problems is the product solving and how is that benefiting you?
Interactions and communication with customers which impacts to have a better customer service experience given to customers
All in one Support software that works very well.
What do you like best about the product?
Integration with other tools are smooth and amazing, making workflows more efficient.
Search and tagging features make it easy to find past conversations quickly.
The best thing Dashboard is clean and organized, easy to use.
Search and tagging features make it easy to find past conversations quickly.
The best thing Dashboard is clean and organized, easy to use.
What do you dislike about the product?
Time consuming initial setup.
Little costly for some business.
Email notifications delayed.
Little costly for some business.
Email notifications delayed.
What problems is the product solving and how is that benefiting you?
It centralizes all our customer interaction into one platform thats i think very beneficial.
It helps us resolve tickets faster and smooth improve customer experience
It helps us resolve tickets faster and smooth improve customer experience
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