Zendesk Suite
ZendeskExternal reviews
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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 for Customer Service: Powerful, Scalable, and Built for Multi-Channel Support
What do you like best about the product?
Zendesk is the best choice for organized, scalable, multi-channel customer service with good reporting and automation.
It is ideal for teams that get a lot of support requests from different channels and need a system that can grow with the business. If you want AI-assisted support and structured ticket workflows instead of just an inbox, this is also a good choice.
Centralized ticketing, omnichannel support, automation, and reporting are the best things about Zendesk's customer service. It puts conversations from email, chat, phone, and social media all in one place, which helps teams stay organized and respond faster.
It is ideal for teams that get a lot of support requests from different channels and need a system that can grow with the business. If you want AI-assisted support and structured ticket workflows instead of just an inbox, this is also a good choice.
Centralized ticketing, omnichannel support, automation, and reporting are the best things about Zendesk's customer service. It puts conversations from email, chat, phone, and social media all in one place, which helps teams stay organized and respond faster.
What do you dislike about the product?
The way the data is shown or how long it takes to refresh might be able to be better.
Also, it takes a long time to sync new chats into the platform, which could be hard for the QA testers at times.
Also, it takes a long time to sync new chats into the platform, which could be hard for the QA testers at times.
What problems is the product solving and how is that benefiting you?
My customer support team qualification analysis.
This platform provides access to the entire support team, allowing them to review the feedback left by the QA team and add feedback for them to revisit. They can also tag individual team members separately, so each person can review the notes relevant to them.
This platform provides access to the entire support team, allowing them to review the feedback left by the QA team and add feedback for them to revisit. They can also tag individual team members separately, so each person can review the notes relevant to them.
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 Managing Customer Support
What do you like best about the product?
Zendesk for Customer Service is straightforward to set up and easy to use. The platform is intuitive and user-friendly, which helps teams manage customer support more efficiently
What do you dislike about the product?
Currently, I do not have any major issues with Zendesk for Customer Service. The platform works well.
What problems is the product solving and how is that benefiting you?
It is much easier to train stuff to use Zendesk as it is very easy to use as I have mentioned this before
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.
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?
The per agent costing may be advantageous for general population but not my cup of tea
What do you dislike about the product?
The guardlines of the agents can be better matched for the customer, to provide flexibility
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?
User interface design has changed and its easier to manage as you can hace several tickets opened (like the view of these tickets without closing the rest), which allows to see multilple information at the same time
What do you dislike about the product?
it should be possible to tag people on my team on the internal notes, as it would be easier to ping them on a specific ticket
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.
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