Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Zendesk carful review
What do you like best about the product?
Helpful is Omnichannel support, handover webchat conversation, Analytics UI is good, Advance Ai features are phenomenal, and chatbot support is top notch. Too many Services for explore. easy customization than jira, Easy Integration.
What do you dislike about the product?
Its expensive, for non technical guy and person difficult to understand easy customization, or small teams cant afford zendesk or we can have separate sub support if teams are small. Implementation is bit difficult.
What problems is the product solving and how is that benefiting you?
chatbot support, conversational support mostly using
Streamlined Support with Powerful Tools
What do you like best about the product?
Zendesk Support Suite offers a unified workspace that makes managing customer interactions across multiple channels (email, chat, social, phone) incredibly efficient. I especially appreciate the automation tools, like triggers and macros, which save time on repetitive tasks. The interface is clean and customizable, making it easy for agents to stay organized. Reporting and analytics are also strong, helping us track performance and improve our support operations
What do you dislike about the product?
While Zendesk Support Suite is powerful, it can be overly complex and difficult to configure without prior experience. The admin interface isn't always intuitive, especially when setting up workflows, triggers, or custom fields. Additionally, some features that feel essential (like advanced reporting or multiple brand management) are locked behind higher pricing tiers. Customer support from Zendesk can also be slow or unhelpful at times, which is frustrating when you're trying to resolve time-sensitive issues.
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What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize and manage all customer support requests in one platform, which eliminates the confusion and delays caused by juggling multiple communication channels. By streamlining our workflows with automations, triggers, and macros, we’ve reduced first-response and resolution times significantly. The ability to assign and track tickets also improves team collaboration and accountability. As a result, we’ve seen increased customer satisfaction, better visibility into our support performance, and more efficient use of our team's time.
Easy to use and great for managing customer support
What do you like best about the product?
Zendesk is simple to use and keeps everything organized. It helps our support team manage tickets without getting overwhelmed. The automation features like macros and triggers save a lot of time. It also works well with other tools we use, like Slack and Jira. The dashboard gives a good overview of our team’s performance.
What do you dislike about the product?
Some settings can be hard to figure out, especially if you’re new. Also, a few useful features are only available in the more expensive plans. Reporting (Explore) is helpful but can be slow to update sometimes.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy for our team to track and respond to customer requests in one place. It’s helped us respond faster, stay more organized, and improve the support experience for our customers.
One of the best support software
What do you like best about the product?
Connectivity and ease of use , WHERE CONNECTING WITH END CUSTOMER WAS MADE EASY
What do you dislike about the product?
NOTHING MUCH, LEARNING CURVE MAYBE,,,,,,,
What problems is the product solving and how is that benefiting you?
NOTHING MUCH, LEARNING CURVE MAYBE.....
Best customer support tool I've used
What do you like best about the product?
Zendesk is a very user-friendly platform with a clean, intuitive interface that’s easy on the eyes and not at all overwhelming to navigate. The visuals are modern and well-designed, making the experience pleasant even during busy workdays.
One of the things I appreciate most is how easy it is to personalize Zendesk to fit the specific needs of each user or team. Customizing workflows, views, and settings is straightforward and flexible, which really helps adapt the tool to different use cases.
I use this tool every day, as it’s essential for my customer support role, and I truly believe it’s the best customer experience tool I’ve ever worked with.
One of the things I appreciate most is how easy it is to personalize Zendesk to fit the specific needs of each user or team. Customizing workflows, views, and settings is straightforward and flexible, which really helps adapt the tool to different use cases.
I use this tool every day, as it’s essential for my customer support role, and I truly believe it’s the best customer experience tool I’ve ever worked with.
What do you dislike about the product?
I’m not a fan of the new dark mode. The apps on the right sidebar don’t switch to black — they remain white, which creates an unpleasant contrast and doesn’t look great.
Another downside for me is how internal notes work. It feels unnecessarily complicated to leave both an internal note and a public response. Ideally, it should be possible to draft an internal note alongside a public reply, and then have both published when closing the ticket. This would make communication and documentation much smoother.
Another downside for me is how internal notes work. It feels unnecessarily complicated to leave both an internal note and a public response. Ideally, it should be possible to draft an internal note alongside a public reply, and then have both published when closing the ticket. This would make communication and documentation much smoother.
What problems is the product solving and how is that benefiting you?
Zendesk makes the communication between the company and the users a lot easier and allows me to deliver the best customer support.
Everything at your desk.
What do you like best about the product?
The thing I like the most is that through Zendesk one can organize everything consolidatedly and can enhance their efficiency using its user friendly and customer centric interface.It is easily integrable into other softwares and it doesn't provide automation services also
What do you dislike about the product?
There are a few things which I dislike and the first one is the slow or unhelpful customer support. I have had 2-3 bad experiences with customer support while using Zendesk.Apart from this ,I think that Zendesk relies too much on emails for communication which makes its services a little neglected.
What problems is the product solving and how is that benefiting you?
Zendesk was very helpful in providing a centralised or localised information from all the communication channels such as email, social media,phone etc into a single platform and provides valuable insights easily. Its automation feature helps reduce the query time of responses.
Comprehensive Support for Customer Service
What do you like best about the product?
Zendesk is robust enough to support incredibly complex workflows across customer lifecycle while also being lightweight enough to scale as my company grows. It's flexible pricing and it's ease of integration has been critical for my company as we don't have the most robust IT team.
What do you dislike about the product?
Zendesk has been great for my needs - I don't have a lot of pointed feedback but at times their support systems could be more wholistic when I have specific questions.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me not only solve customer issues right as they come in, but Zendesk as also helped me understand the trend of customer inquiries I get on a weekly, monthly, and yearly basis. It has indirectly helped me reallocate efforts to specific parts of my product because I can use customer feedback from Zendesk to inform my decisioning.
Zendesk Performance
What do you like best about the product?
Users consistently mention that the UI is intuitive and also makes it simple to track and respond to customer issues. It as strong integration support for CRMs, Slack, email, and third-party apps, which is highly appreciated and also Pre-set replies, triggers, and automation rules help support teams handle repetitive tasks efficiently
What do you dislike about the product?
it's a bit expensive if we add more features like chat, talk. Also backend support from Zendesk is not so good. Desktop version of this app is not as good as mobile version.
What problems is the product solving and how is that benefiting you?
It has omnichannel support which unifies email, chat, voice, social media.It also provides real-time dashboards, custom reports, and analytics tools to monitor SLAs, team efficiency, and CSAT.
It helped me for faster response time,better staffing and for data driven decision also.
It helped me for faster response time,better staffing and for data driven decision also.
Zendesk is fairly easy to navigate and great for keeping track of tasks.
What do you like best about the product?
I like how you can almost gamify your tasks in order to complete them.
What do you dislike about the product?
The interface looks a bit archaic at times.
What problems is the product solving and how is that benefiting you?
It’s helping streamline processes that would otherwise be tedious
Easy-to-Use Platform for Customer Support Requests
What do you like best about the product?
I like how straightforward it is to submit a support request and track the conversation. The emails are well structured, with clear ticket numbers and conversation history. It's easy to reply and stay updated, and the overall experience feels professional and reliable.
What do you dislike about the product?
Sometimes the responses feel a bit automated or generic at first, especially if there's a bot or template involved. Also, it’s not always clear how long it will take to get a reply, unless the company using Zendesk communicates that clearly.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to contact customer support without needing to call or wait on hold. I can quickly send a message, attach files if needed, and get a reply by email. It keeps everything in one thread, which is helpful if the issue takes a few days to resolve. It saves time and makes support feel more organized.
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