Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Zendesk has a major focus on AI.
What do you like best about the product?
Zendesk has been reliable and constantly adding a new features.
What do you dislike about the product?
I wish Zendesk adding the slash commands for macros in the Zendesk mobile app. I also wish some of the sweethawk suite was available in the mobile app. I wish Omni channel routing was like round robin. I wish the slack integration was similar to foqal.
What problems is the product solving and how is that benefiting you?
It’s allowing us to centralize our documentation as well as facilitate any IT support request for multiple different brands.
Great tool for meeting your customers where they are.
What do you like best about the product?
I like that I can easily setup workflows and multiple triggers to keep tickets moving. Using the basic stuff is great as a new user or as a non developer.
What do you dislike about the product?
I do not like that to use some of the more advanced parts of Zendesk you pretty much need to be a developer or spend some of your devs time helping setup some back end bit. I also do not like the pricing as you must pay it for all users in your system, even if the feature you want to use is only going to be used by 10 out of 200 users. You must still pay for all 200 users
What problems is the product solving and how is that benefiting you?
It is helping us solve all inbound communication for our support, success, implementation, and clinical team. It makes sure that we can route all inbounds to the correct team. Our help center makes it easy for customers to self help so they don’t need to reach out often for items that are documented in the help center. It also helps us understand which customers are reach out the most and for what reasons in the reporting tool.
Powerful CX tool
What do you like best about the product?
Platform and its integration with many products and features is amazing. Gives lots of flexibility to pick and choose
What do you dislike about the product?
Need to work on Zendesk talk, the new acquisition local measure will help to achieve it
What problems is the product solving and how is that benefiting you?
Building better customer support platform where our users requires continuous interaction through multiple channels
Great tool for CSR
What do you like best about the product?
For sure sandbox and custom agent role. QA
What do you dislike about the product?
Does not include extra full agent seats. And automatic syncing of sandbox
What problems is the product solving and how is that benefiting you?
Doing all testing and set up in sandbox. Using sandbox for training new agents.
IT Support HelpDesk
What do you like best about the product?
The Zendesk Suppot Suite is great for tracking tickets and keeping a knowledge base.
What do you dislike about the product?
Many features are add-ons for an additional cost instead of being all inclusive.
What problems is the product solving and how is that benefiting you?
The Support Suite helps us assist our users with their IT problems.
Good CRM
What do you like best about the product?
It’s quick to learn how to use the support features making onboarding new agents easy. They have a wide variety of products to support different channels
What do you dislike about the product?
Zendesk Explore, their reporting feature, is not intuitive and leaves a lot to be desired. You can spend hours trying to configure attributes in the right way and end up with a clunky report that still isn’t quite right
What problems is the product solving and how is that benefiting you?
Very easy to manage tickets within our team of agents
Solid capabilities, promising future but a few nice to haves are missing
What do you like best about the product?
Simple and low code solution for our global support workforce.
What do you dislike about the product?
A few features and flexibility would be nice. Zendesk needs to get “better at math” and allow for more comparative or calculation based logic.
What problems is the product solving and how is that benefiting you?
Able to communicate directly with users who need help
ZD Review
What do you like best about the product?
Ease of tracking issues for different customers
What do you dislike about the product?
The reporting isn’t as intuitive S We’d like
What problems is the product solving and how is that benefiting you?
Our application support issues are tracked and resolved quickly and efficiently
Product assistance and optimization
What do you like best about the product?
We use Zendesk as our core platform for all customer interactions, and overall, the experience has been solid. The system is reliable, flexible, and supports our operations at scale. Key features like ticket management, automations, macros, and agent collaboration tools help streamline workflows and improve resolution quality.
What do you dislike about the product?
However, the main reason for not giving a higher score is the support we’ve received when facing technical or product-related issues. It's often frustrating when resolutions take time or when the process feels unclear or overly complex. At times, it’s difficult to trust that the issue will be resolved efficiently, which affects confidence in the platform.
With more consistent, proactive support and clearer troubleshooting processes, Zendesk could move from being a dependable platform to an outstanding partner in our CX strategy.
With more consistent, proactive support and clearer troubleshooting processes, Zendesk could move from being a dependable platform to an outstanding partner in our CX strategy.
What problems is the product solving and how is that benefiting you?
Ticket management solutions and flexible integrations all in one
Informative for our customers
What do you like best about the product?
Ticketing system options available for our team
What do you dislike about the product?
How it will work in the HR realm without taking the HUMAN out of Human Resources
What problems is the product solving and how is that benefiting you?
Customer service
Marketing
IT support
Marketing
IT support
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