Zendesk Suite
ZendeskExternal reviews
6,637 reviews
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Good ticketing SaaS
What do you like best about the product?
We are lucky enough to use their light legacy plan. It is sufficient for our needs.
What do you dislike about the product?
They have very strict spam filtering that you cannot really change. So some automated messages that we need in the inbox are going straight to spam.
What problems is the product solving and how is that benefiting you?
Email ticketing
Zendesk has been a go to for our operation
What do you like best about the product?
It allows me to easily message and respond to our clients via the intuitive platform. We also use Zendesk for our help center, which is incredibly easy to operate.
What do you dislike about the product?
Sometimes I am unable to log into the application from the normal login screen and I need to re-route to a different URL.
What problems is the product solving and how is that benefiting you?
Easily communicate with our customers to ensure quick responses to their questions/issues.
Easy to use, nice user experience, and very flexible
What do you like best about the product?
We've been using Zendesk for years and really like how user-friendly it is. The keyboard shortcuts make it really easy to move quickly through triaging tickets. It's fast, a great web app, and the APIs make it extremely extensible.
What do you dislike about the product?
I wish they would focus more on integration with other tools for things like AI and provide more flexibility there instead of trying to do everything themselves. For our use cases, it doesn't really work very well with the solutions that they are building natively.
Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare.
Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare.
What problems is the product solving and how is that benefiting you?
We run a service-based business, so we do all of our customer service tickets and tracking through Zendesk.
A Product I Love
What do you like best about the product?
All information is gather in one place and it's easy to look up and check messages.
What do you dislike about the product?
when copying people from outside of the origanzation.
What problems is the product solving and how is that benefiting you?
When copying people outside of the system, it gets confusing sometimes.
User-Friendly Zendesk That Streamlines Support with Fast, Straightforward Reporting
What do you like best about the product?
Zendesk is very user-friendly and easy to navigate, which makes day-to-day customer support much more efficient. It’s especially great for reporting, as pulling metrics is straightforward and quick. I also find it very easy to build and customize forms, macros, and triggers, which helps streamline workflows and improve overall productivity.
What do you dislike about the product?
One downside of Zendesk is that reporting can feel limited without advanced setup, especially for more complex or custom metrics. It can also be a bit challenging to manage and troubleshoot triggers or automations at scale, as they can become hard to track. Additionally, some features are not very intuitive at first and may require extra time or documentation to fully understand.
What problems is the product solving and how is that benefiting you?
Zendesk helps keep everything in one place, so it’s a lot easier to track and manage tickets without things getting lost. It solves the issue of scattered communication by organizing everything into queues and workflows. For me, it saves time and makes it easier to respond faster. Things like macros, triggers, and forms also help a lot with repetitive work and keep responses consistent, so I can focus more on the cases that actually need attention.
Great solution for CS
What do you like best about the product?
The offerings to customize and embed my help center into the software I support and allow users instant access to relevant articles has been great. With the new generative AI customers can get a real answer without bothering to read the article as a whole or CTRL+F in the hopes they can find a keyword. This has saved my agents time and reduced our end-user support tickets drastically.
What do you dislike about the product?
Currently the spellcheck feature is frustrating when using google chrome. These two products compete for screenspace making it hard to select and see the zendesk offerings.
What problems is the product solving and how is that benefiting you?
This tool allows us to effectively share data and coms with our clients effectively. We can track KPI's but also our client health through this platform alone. The automations and analytics make management a breeze.
Clean UI/UX
What do you like best about the product?
It's well-designed and allows you to automate your Help Desk services.
What do you dislike about the product?
Reporting is so confusing we rely on GPT for assistance, and often still don't use it, though we have a lot of data we need to get out. Our reps don't like that it doesn't auto-refresh.
What problems is the product solving and how is that benefiting you?
Respond to customer issues. The knowledge base is helpful too.
Easy to Use Ticketing System
What do you like best about the product?
What I like most is how easy it is to use. It doesn’t require much training for my end users, which makes adoption straightforward. There is some background setup needed to tailor Zendesk to your needs, but once that’s done, it becomes a comprehensive system.
What do you dislike about the product?
There’s a bit of a learning curve with some of the ancillary products, such as the reporting module.
What problems is the product solving and how is that benefiting you?
Our customer service is our trademark. To maintain those standards, we needed a platform that could handle the high volume of customer service traffic we receive. Zendesk has proven to be the right solution for keeping track of all requests and making sure nothing gets missed. Our customers appreciate the prompt replies and the way their issues are handled.
Excellent CRM, easy to setup
What do you like best about the product?
Zendesk is a product we have used for a long time. It's been on the market for a long time, which means is stable, reputable and feature rich. Lot's of customisation possible for a wide use case.
What do you dislike about the product?
Lot's of feature but setup can be a little complex. It is easy enough if you have used other CRMs or if you are tech savvy. But I can tell there's a lot of effort to make the platform simpler and more streamlined, which a massive bonus since it's a reputable product.
What problems is the product solving and how is that benefiting you?
Helps me provide support to my customer base and gain insight into our customer service and support usage.
Centralized, Efficient Ticketing That Helps Teams Deliver Faster Support
What do you like best about the product?
Is how it centralizes customer conversations and makes ticket management more organized and efficient. It helps agents stay on top of requests, collaborate more easily, and deliver faster, more consistent support.
What do you dislike about the product?
It can sometimes feel overly complex, especially when managing workflows, automations, or customizations. While it’s powerful, there can be a learning curve for agents who only need a simpler, more streamlined support setup.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of scattered customer communications and inefficient ticket handling. It helps us keep all support requests organized in one place, improve response and resolution times, and maintain more consistent service.
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