Zendesk Suite
ZendeskExternal reviews
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Does everything we need
What do you like best about the product?
Simple to use, unified interface for tickets and chat with customers
What do you dislike about the product?
Need to open a separate account with separate subscription for each of our business line
What problems is the product solving and how is that benefiting you?
Timely responses to customers
Perfectly encompasses all of our needs.
What do you like best about the product?
It really allows you to make it as simple or as complex as your needs dictate. We use Zendesk for a variety of business needs, and we have yet to really test the limits of its capabilities, which only leaves us room for growth and evolution.
What do you dislike about the product?
There are only a few downsides to Zendesk. Its lack of UI customization is somewhat of a pain point for us. We would love to be able to "dumb down" the UI for some of our users so that it is easier to navigate. And for others, we would like to have more options/data available to be used/seen. The other pain point we face is updating things like triggers and macros in bulk. Sometimes we need to just add an action in our macros in bulk like add tags, and instead of doing it individually macro by macro, it would be amazing if we could do those kinds of things in bulk, similar to how we can do that for tickets. The same goes for triggers, being able to update an action or a filter condition would be AMAZING.
What problems is the product solving and how is that benefiting you?
It is great for us in the fact that all of our support tools are consolidated into one platform. We used to use Salesforce, and we needed to use third-party phone systems and a help center managed in Intercom, but now it is all in one place, and it is a streamlined process for getting people trained.
Zendesk Review – Strengths & Gaps
What do you like best about the product?
Agent Workspace is working well. Messaging chat is working
What do you dislike about the product?
Analytics lacks advanced capabilities such as SQL-based filters and more customization options. Reports are not coming completely
What problems is the product solving and how is that benefiting you?
Zendesk helps solve several key customer support challenges by centralizing and streamlining support operations.
Problems it solves:
Scattered communication channels: It brings email, chat, calls, and tickets into one unified platform.
Lack of visibility: Provides a clear view of ticket status, customer history, and agent activity.
Manual ticket handling: Automates ticket assignment, prioritization, and routing.
Inconsistent support quality: Enables standard responses, SLAs, and workflows.
Problems it solves:
Scattered communication channels: It brings email, chat, calls, and tickets into one unified platform.
Lack of visibility: Provides a clear view of ticket status, customer history, and agent activity.
Manual ticket handling: Automates ticket assignment, prioritization, and routing.
Inconsistent support quality: Enables standard responses, SLAs, and workflows.
Organized Email History That Makes Finding Anything Easy
What do you like best about the product?
We’re able to locate older emails from previous customers, and I really love how organized everything is. It makes it easy to find anything and everything we need whenever we need it.
What do you dislike about the product?
Calls sometimes drop, and our customer service number occasionally shows up as spam. Other than that, I haven’t had any issues.
What problems is the product solving and how is that benefiting you?
It helps us locate a problem customer or find hot items we need to do an exchange for. Everything stays in one place, so it’s easy for the whole team to quickly find the details.
using since 2011
What do you like best about the product?
Zendesk is a reliable and easy-to-use customer support platform that helps streamline communication across multiple channels. The interface is clean, and the automation tools save a lot of time when managing tickets. It integrates well with other systems and scales nicely as your business grows. Overall, it is a solid solution for improving customer service efficiency.
What do you dislike about the product?
Not been able to stop spam, lots of spam gets into Zendesk. Even if you suspend and or block the same user. Triggers are very difficult to set up to send out automatic replies, they have the placeholders and words to use but dont explain to you in an easy way how to execute when setting up triggers.
What problems is the product solving and how is that benefiting you?
keeping all tickets in the same thread, organised. Also can look up the same customer tickets over time. we use for customer contact.
Zendesk is on top of their game!
What do you like best about the product?
We love the ease of use! Everything is intuitive and well laid out. We can easily search old tickets and organize new ones. We've had little to no issues with Zendesk after 4 years of use.
What do you dislike about the product?
Nothing, everything has been great for us.
What problems is the product solving and how is that benefiting you?
Helps keep our ticketing system organized and easily accessible but not only our Helpdesk Team but also our other employees.
Great Customer Support Software
What do you like best about the product?
The software is super useful as a help desk. It offers a wide range of automations, customisations and insights.
What do you dislike about the product?
If you've only been an agent it might be sometimes unclear how end users interact with your communication, so it's something that you would want to test yourself.
What problems is the product solving and how is that benefiting you?
It's making our internal communications with customers transparent and easy to share across the team.
Excellent and fast help to resolve any issue
What do you like best about the product?
I have been using Zendesk for a while, and I really like how fast you can resolve any issue or get any support information with the customer service. When you can't find the solution on the chat is easy to request a call back from next agent available and that is super fast and helpful.
I highly recommend zendesk.
Sylvia's Cakes.
I highly recommend zendesk.
Sylvia's Cakes.
What do you dislike about the product?
So far I don't have any dislike about Zendesk Customer Service.
What problems is the product solving and how is that benefiting you?
When the emails goes directly to suspended tickets.
My Vision For Customer And Employee Experiences Brought To Life
What do you like best about the product?
Zendesk is extremely flexible while also being easy to use. With some finesse, it can do nearly any task I can think of to streamline every customer interaction.
What do you dislike about the product?
Sometimes, updates are pushed to us that are non-optional and feel half-baked. We shouldn't be forced into any feature unless it is for security or stability purposes.
What problems is the product solving and how is that benefiting you?
Zendesk gave us a unified interface for all of our support channels so that agents do not need to jump back and forth between messaging, email, phone, etc. and are instead served work from all channels in a single list. This makes sure that everything happens in the order that it needs to and nothing gets left behind.
Robust CRM Tool
What do you like best about the product?
I have been using Zendesk for the better half of 10 years across multiple companies. Zendesk is an extremely robust tool with features that support most industries. The best part of using this tool is the ability to segment/route inquiry types, brands, and departments. I also love the built-in knowledge base and web form.
What do you dislike about the product?
Zendesk can be expensive especially for smaller organizations.
What problems is the product solving and how is that benefiting you?
Zendesk is greate to centralize communications across multiple channels
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