Zendesk Suite
ZendeskExternal reviews
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Its OK and most definitely has basic CRM functional but....
What do you like best about the product?
Simple to implement but beware to be more sophisticated and intuitive the price goes up steeply
What do you dislike about the product?
..... alas lacks the intuitive integration, style and flow of some of its competitors. It is not truly omnichannel and therefore for the price lacks essential CPaaS qualities. Sorry I feel a little mean but honesty will help you succeed in an aggressive CRM market. Requires a UX and AI upgrade.
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
What problems is the product solving and how is that benefiting you?
Cost vs. basic functionality lack of Voice/VoIP routing integration is a huge barrier
Zendesk is very useful tool to scan and create a meaning article on any stuff
What do you like best about the product?
Zendesk is best for both creating new documents and maintaining its permission.
What do you dislike about the product?
Zendesk support suite is good, but sometimes resolution time exceeds the SlAs
What problems is the product solving and how is that benefiting you?
Zendesk helped us both in Helpdesk task maintenance and initiating 1st level chat
Robust and Scalable Support Platform with Excellent Integration Options
What do you like best about the product?
Zendesk is incredibly user-friendly and doesn’t require much training to get started. The UI is clean, and ticket management is smooth even with high volumes. The best part is how well it integrates with other tools—Slack, CRM platforms, and productivity apps—making it easy to fit into our existing workflows. I use this tool every day. The customer support of Zendesk is great.
What do you dislike about the product?
Ease of use and quick implementation are big advantages. It’s easy to scale as your team grows, and features like automation, macros, and knowledge base management enhance team efficiency. The reporting and analytics are also detailed and customizable, which helps with performance tracking and continuous improvement.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all our customer interactions across email, chat, and social channels into one unified platform. It streamlines ticket management, reduces response time, and enables better tracking of team performance. The automation tools help eliminate repetitive tasks, improving agent efficiency. With real-time chat, we’re able to support customers instantly, which increases satisfaction and retention.
Excellent AI software
What do you like best about the product?
My experience with Zendesk for Customer Service is still very positive. It continues to be a reliable platform for managing customer support tickets and improving response time.
What do you dislike about the product?
While Zendesk for Customer Service is a very reliable platform for managing support tickets and customer communication, there is still room for improvement. The interface can sometimes feel a bit complex for new users, and certain reporting and customization features could be made more intuitive. Simplifying these areas would make the overall experience even better for support teams.
What problems is the product solving and how is that benefiting you?
AI customer service helps to relive most of the customer's issues without being a staff getting involved and chatbot is also available to guide the customer's with the process and information required.
Zendesk Support suite offers a seamless and user-friendly platform for managing customer support
What do you like best about the product?
It is omnichannel support, it has automation and AI, its is customisable and scalable, It offers robust reporting and analytics also it has self service option, seamless integrations and mobile support.
What do you dislike about the product?
A little complex setup for new users and limited customization on lower plans.
Noticed inconsistent chat experience
Noticed inconsistent chat experience
What problems is the product solving and how is that benefiting you?
Fragmented Customer Communication
Slow response times
Slow response times
Built for Efficiency and Reliability
What do you like best about the product?
One thing I like about Zendesk for Customer Service is that after using it for some time, it becomes quite easy to use. At the beginning it may seem a bit complex, but once you get familiar with the system and where everything is located, it becomes much more intuitive. After that, it helps a lot with organizing tickets and managing customer requests efficiently.
What do you dislike about the product?
Sometimes, when there are many tickets in the system, customers can experience issues with their tickets being assigned correctly, and a few requests may get overlooked. Improving the way tickets are routed and tracked could make the experience smoother and ensure every customer request is handled efficiently.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralize customer communication betweeen different teams and it allows to add internal comments
A user friendly tool for ticketing purpose.
What do you like best about the product?
Working on a ticket is very easy other than Freshdesk. I had used the zendesk for about more than a year. It is very easy to use, no special training for newbies in the company.
What do you dislike about the product?
Nothing much is to dislike about the Zendesk.
What problems is the product solving and how is that benefiting you?
Well, it is solving the main customer support issue through emails or live chat. The issues directly comes to us and does provide us a time period to resolve those issues in a specific manner of time.
Go to service for many companies I have worked in.
What do you like best about the product?
Zendesk enables a clear seperation of concerns which is easy to use. As a developer, I get the end JIRA ticket with a lineage all the way till the zendesk ticket of the customer issue.
I get to see everything I need on this ticket, from user's conversation with out customer support, his issue and his doubts, which enables me to fix the bug without any more involvement.
I get to see everything I need on this ticket, from user's conversation with out customer support, his issue and his doubts, which enables me to fix the bug without any more involvement.
What do you dislike about the product?
Not really dislike, but just a suggestion.
Integrating some RAG based agents into zendesk can bridge the gap of needing a customer support team and the agent can directly create any doc/JIRA ticket with this metadata.
Integrating some RAG based agents into zendesk can bridge the gap of needing a customer support team and the agent can directly create any doc/JIRA ticket with this metadata.
What problems is the product solving and how is that benefiting you?
Bridging the gap between an end user and the internal development team of any website/app.
This enables me to quickly understand what the user is facing, fix it, inform him that it has been fixed, all in one communication place.
This enables me to quickly understand what the user is facing, fix it, inform him that it has been fixed, all in one communication place.
Pros, Cons, and Everything You Should Know
What do you like best about the product?
Zendesk Support Suite centralizes all support channels and boosts efficiency with automation, AI bots, and reporting. It’s easy to scale, customize, and integrate, making it ideal for fast, consistent customer service.
What do you dislike about the product?
Zendesk Support Suite can be complex to set up and may be costly for smaller teams or as you add features. Some users experience slowdowns during busy times, and its customer support response can sometimes be slow.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve the problem of slow or confusing customer support. It makes it easy for me to reach out through different channels like chat or email and get consistent, timely responses. I can also check the status of my requests and find answers on my own through the help center. This saves me time and gives me a smoother, more reliable support experience.
zendesk is really good if you're looking for a thin and light solution that is affordable as well
What do you like best about the product?
easier to operate, fast UI, better to use
What do you dislike about the product?
easier pricing understanding, hopefully we could do more with the platform rather than just the CS
What problems is the product solving and how is that benefiting you?
helping me understand how a chatbot operates and connecting a knowledge hub on the back end
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