Zendesk Suite
ZendeskExternal reviews
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Efficient Support Management, But Setup and Customization Can Be Challenging
What do you like best about the product?
Zendesk excels at organizing and managing customer support on a large scale. Its ticketing system is intuitive and reliable, allowing for easy tracking of conversations across email, chat, and various other channels all in one place. I particularly appreciate the automation rules, macros, and triggers, as they significantly reduce the time spent on repetitive tasks and help teams maintain consistency. Integrations with other tools are simple to set up, and once configured, the platform remains stable and dependable for everyday customer support operations.
What do you dislike about the product?
While Zendesk offers robust capabilities, getting started with the initial setup and configuration can be daunting, particularly for smaller teams or those new to the platform. Accessing some of the more advanced features requires upgrading to higher-tier plans, which may lead to increased costs over time. The interface is mostly straightforward, but some settings and workflows are hidden within multiple menu layers, making customization less user-friendly. The reporting and analytics tools are helpful, though they would benefit from greater flexibility and clearer options, ideally without the need for additional add-ons or workarounds. For me the frequency of use was little low at the end.
What problems is the product solving and how is that benefiting you?
Zendesk addresses the challenge of managing customer support requests from various channels by bringing them all into one organized system. Rather than dealing with emails, chats, and follow-ups individually, everything is consolidated, making it much simpler to track issues, set priorities, and make sure nothing gets overlooked. This centralization leads to faster response times, better team collaboration, and greater visibility into customer concerns. Personally, I experience less manual coordination, fewer missed tickets, and a more streamlined and effective customer support process as a result.
Effortless Navigation and Seamless Profile Integration
What do you like best about the product?
The interface is easy to navigate, and profiles are conveniently connected to the main tools.
What do you dislike about the product?
Sometimes, loading a ticket takes longer than expected.
What problems is the product solving and how is that benefiting you?
Emails and tickets that are sent are organized based on the time they are received.
All-in-One Customer Support Platform That Boosts Efficiency
What do you like best about the product?
Zendesk consolidates all your customer communications, whether by email, chat, phone, social media, or other channel into a single, organized platform, so your team no longer has to manage multiple separate tools. It automates repetitive tasks, streamlines workflows, and allows customers to reach out through their preferred channels. Additionally, Zendesk provides valuable insights and integrates with many of the tools you already use, making customer support easier and more efficient overall. It is deigned for daily use.
What do you dislike about the product?
Basic setup is failry quick but advanced wokrflows may need little bit of technical skills. And interface could have been a bit more better by adding more graphical 3d effects. Customer support is real quick and professional though response quality may vary by plan.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of scattered customer messages by bringing all support platform email, chat, phone, social media into one systemetic system so teams do not miss any customer who needs our help. Automate repetitive work, and understand support performance with insights and reporting. This makes customers happier with quicker answers and helps the user run support more efficiently, reduce costs, and grow with tools that connect easily to other apps they already use.
It allows the user to quickly respond to customer & run support more efficiently. Ultimately reducing cost resulting in more revenue at the end of the day becuase customer do not need to connect again and again.
It allows the user to quickly respond to customer & run support more efficiently. Ultimately reducing cost resulting in more revenue at the end of the day becuase customer do not need to connect again and again.
All-in-One Customer Engagement Platform That Empowers Support Teams
What do you like best about the product?
Zendesk can help a person to get up close with customers in a single platform like social media and live chats. Agents can easily create, assign and get solutions on support tickets through their core ticketing system. The only concern about Zendesk is that it becomes expensive quickly and pricing becomes inflexible.
What do you dislike about the product?
Zendesk can be slow or frustrating in terms of its customer support experience, especially on non premium plans, which can delay responses or becomes very difficult to reach out to frequent agent users in the platform.
What problems is the product solving and how is that benefiting you?
It helps us to connect with many popular tools like saleforce and shopify, of which is helping out support team to work within their existing ecosystem without coming up with new workflows in the company.
Effortless Ticket Management and Seamless Team Communication
What do you like best about the product?
We use Zendesk to manage customer escalations by tracking them through tickets. It also facilitates communication between T1 and T2 teams as they handle different cases. I appreciate the ability to create automations and triggers, and I find the macros particularly easy to use.
What do you dislike about the product?
There was a recent update that I didn't particularly enjoy. It seems to have made things within a ticket feel more cluttered, although the features remain useful.
What problems is the product solving and how is that benefiting you?
Zendesk has been instrumental in helping us make sure that customers receive prompt responses after their issues are escalated to the right team. Although we no longer use the voice feature in Zendesk, when we did, it worked well, though it lacked a few features we required. Despite this, we continue to rely on Zendesk as our main ticketing system, and it integrates seamlessly with Aircall.
Client Support Platform That Streamlines Communication
What do you like best about the product?
Zendesk brings together email, chat, social media, and phone into one platform, so agents can manage all interactions in a single view. 0This reduces platform switching and improves response times.
What do you dislike about the product?
Although Zendesk integrates with many apps, some integrations can be tricky or require third-party connectors. API limits can also be cumbersome for large-scale automation.
What problems is the product solving and how is that benefiting you?
Clean interface and intuitive design make onboarding easier for support teams, and our Mobile app support ensured that agents could easily respond on the go.
Unified Workspace Supercharges Agent Efficiency
What do you like best about the product?
Our agents can handle problems more quickly with complete context because to its unified workspace, which unifies all customer channels into one view.
What do you dislike about the product?
It is pricey since you have to purchase the more expensive plans in order to obtain the best tools.
What problems is the product solving and how is that benefiting you?
It helps our agents solve issues more quickly and maintain customer satisfaction by centralizing all consumer inquiries.
Excellent Platform for Tracking and Resolving Customer Complaints
What do you like best about the product?
A great way to track and resolve customer complaints.
What do you dislike about the product?
We have been happy with the platform for many years.
What problems is the product solving and how is that benefiting you?
To be able to track and resolve customer complaints in a seamless manner.
Seamless Integration and Effortless Team Collaboration
What do you like best about the product?
The fact that you can incorporate it into the other support tools, such as Zoho and Salesforce..The easiest of the threads between the Project Management and the team. You can prioritize tasks, while tracking the work of the other members of the project.
What do you dislike about the product?
Zendesk and Mailchimp are not well-aligned for selective outbound notifications. Zendesk does not treat customers as a clean, permission based mailing list. Mailchimp requires that structure.
What problems is the product solving and how is that benefiting you?
It is cutting down response time, as well as tracking the progress of other team members who may have taken ownership of a ticket, and you are working on it too.
The Gold Standard for Scaling Multi-Channel Support
What do you like best about the product?
Zendesk is perhaps best known for its ability to pull all customer communications: email, chat, social media, voice, and web forms.
What do you dislike about the product?
I can't think of any drawbacks. Zendesk has been very impactful for me.
What problems is the product solving and how is that benefiting you?
Faster Resolutions
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