Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Zendesk Helped Us Support Customers Faster and Better
What do you like best about the product?
Zendesk has been a solid support tool for our team. It’s easy to use, especially for handling a high volume of customer inquiries across email, chat, and social media. The automation features—like triggers and macros—really help us respond faster and keep things organized.
Overall, it’s a dependable platform that helps us deliver better customer support, but there’s a bit of a learning curve if you want to tailor it deeply to your workflows.
Overall, it’s a dependable platform that helps us deliver better customer support, but there’s a bit of a learning curve if you want to tailor it deeply to your workflows.
What do you dislike about the product?
Zendesk works really well overall, but a few things could be easier. Some features take a bit of time to learn, and customizing things isn’t always super straightforward. It can also get a bit pricey as you add more features. But for the most part, it does what it’s meant to do—and does it well.
What problems is the product solving and how is that benefiting you?
It helps our team stay organized with things like automated ticket routing, canned responses, and internal notes. This saves time and keeps everyone on the same page, which really improves both team efficiency and the customer experience.
Pleasantly easy customer experience
What do you like best about the product?
There is no hassle when using the agent feature, no unnecessary options or misleading information on customisation
What do you dislike about the product?
Agents can produce unintended behaviour so have to try multiple times
What problems is the product solving and how is that benefiting you?
Umanned problem solving which can reduce the man power
Very useful in daily support, improvable in customization
What do you like best about the product?
What I like the most is that it is a powerful yet easy-to-use tool. The interface is very intuitive, which allows me to manage first-level tickets quickly and in an organized manner. Additionally, it centralizes customer service from different channels very well, which greatly improves support efficiency.
What do you dislike about the product?
Sometimes, the customization of triggers or views can be limited if you don't have more advanced technical knowledge. Some useful features are only available in higher plans, which can be a limitation for certain teams.
What problems is the product solving and how is that benefiting you?
One of the problems I have encountered is that some advanced features, such as certain automations or custom reports, are only available in higher-tier plans. However, this has also led me to make the most of the available functionalities and optimize workflows within the possibilities of the current plan.
Easy platform to manage tech support
What do you like best about the product?
We use it everyday to received our tickets of tech support from our end users and integrators. It's very easy to track our response time and assign responsabilities to each presales engineer. We have it integrated directly to our license system and I get all the notifications from license and support to my email.
What do you dislike about the product?
Sometimes you need to reaprove some tickets that were escalated or I need to manually look for tickets of support because they dont appear on the main list.
What problems is the product solving and how is that benefiting you?
It's a unified platform on our end to receive all the requests from our partners and end users, so we can track the Operations team on every action needed and escalate to other teams in the same portal.
Great Programmable Customer Support CRM SaaS
What do you like best about the product?
A lot of automation is possible with 3rd party automation tools as well as wide ranges of API, perfect during the GenAI era.
Ability to build custom apps is also a deal-breaking feature.
GenAI is natively integrated in various places.
Ability to build custom apps is also a deal-breaking feature.
GenAI is natively integrated in various places.
What do you dislike about the product?
Some long customer wishlists such as security log features were never entertained over the years.
What problems is the product solving and how is that benefiting you?
It's the all-in-one solution for my company's customer support - Email/Phone/LiveChat/WhatsApp/WebForm, don't need to pick SaaS for every customer message channel.
Great Efficiency, Steep Learning Curve
What do you like best about the product?
The macros and automated workflows saved a lot of time. I could address repetitive tasks with just a couple of clicks.
What do you dislike about the product?
I found the sheer number of features in Zendesk intimidating. Even after our initial training, figuring out which automation rules to use or customizing the workspace took extra effort and trial and error.
What problems is the product solving and how is that benefiting you?
Helping answer support queries
CMO at Nuvirateck
What do you like best about the product?
The ease of use and the intuitive product establishing better CX
What do you dislike about the product?
Nothing besides in India, few integrations are challenge due to local laws
What problems is the product solving and how is that benefiting you?
They are trying to solve cx issues mainly in terms of reducing SLA's of a ticket and promoting FCR.
Most comprehensive support software out there
What do you like best about the product?
I've spent over a decade managing and administrating customer support and Zendesk is the most comprehensive tool for ticketing and communications management out there. Lots of mature features and extensive customizability.
What do you dislike about the product?
Pricing per agent is extremely prohibitive. To get the full suite of tools, even more so. Some of their functionality while flexible and capable isn't very intuitive.
What problems is the product solving and how is that benefiting you?
Ticketing system, user knowledgebase
Simple, helpful but powerful
What do you like best about the product?
User interface, reporting, possibility of bulk assignment of tickets
What do you dislike about the product?
It seems pretty good to me, sometimes I am lost in follow up emails, but in general good experience
What problems is the product solving and how is that benefiting you?
Helps to have a solf to structure all the customer requests
ZD Support Suite
What do you like best about the product?
What I like most about this is that everything is bundled all in one
What do you dislike about the product?
What I dislike most about zendesk suite is how hard it is for customization. I don't think I'm the only one with this issue as well.
What problems is the product solving and how is that benefiting you?
When I was in CS, it helped a lot concerning managing large influx of customer queries and emails etc
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