Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Really Good Platform for Managing Support guys
What do you like best about the product?
Its UX and the simplicity they bring to the table. Any layman can be familiar
What do you dislike about the product?
Never Interacted with the Support Team. I guess they never let me.
What problems is the product solving and how is that benefiting you?
Management
Zendesk as a CRM
What do you like best about the product?
What I really like about Zendesk Support Suite is how everything feels connected and seamless. Whether it’s managing emails, chats, calls, or tickets everything comes together in one place, which makes it so much easier to stay organized and respond quickly. The interface is clean and user-friendly, and features like macros, triggers, and automations really help save time on repetitive tasks. It feels like it’s built to actually support both the customer and the agent experience.
What do you dislike about the product?
One thing I find a bit frustrating is that it can sometimes feel a little slow or clunky, especially when handling a high volume of tickets. Also, while the automation features are powerful, they can be tricky to set up without some trial and error, especially for someone who’s not very technical. A bit more flexibility or guidance in customization would really help. But overall, it’s still a solid tool.
What problems is the product solving and how is that benefiting you?
I was working for Logitech earlier and used it.
Dynamic platform to streamline projects
What do you like best about the product?
Intuitive way of running agile projects.
What do you dislike about the product?
Inflexible to certain file types when uploading by project materials.
What problems is the product solving and how is that benefiting you?
Central repository of project governance, streamlining process of raising tickets and communicating with business architects.
I'll choose Zendesk Over any other New CRM/ticketing tool
What do you like best about the product?
Their features and the documentations. they are just perfect, on point
What do you dislike about the product?
Their support, it takes days to respond or solve any issue which I need quick attention to
What problems is the product solving and how is that benefiting you?
Zendesk is our core for customer service, we log all our user's issues in one place using zendesk and also its a database of possible solution for all issues in our product
Zendesk is a great support intake system!
What do you like best about the product?
I love how easy it is to create different views for different teams, but still be able to cross-functionally work tickets.The integration with other tools (like Jira, Zapier, Slack) make it incredibly easy to streamline workflows. My position's entire role is based in Zendesk, so I use it every day, all day.
What do you dislike about the product?
I am not sure that we have ever really needed to, but contacting their support team is a little difficult. However, their customer support knowledge articles and hub usually answers any questions we have.
What problems is the product solving and how is that benefiting you?
Zendesk Suite is our ITSM tool for all help desk tickets. We have our help desk broken down into different "teams" and "views", which allows our users to submit a ticket for a specific tool, and guarantee the subject matter experts are contacted. We submit, work, and solve tickets within ZD Suite. Historically, we had chat agents working live chats in Zendesk, which allowed our company to easily communicate with customers and resolve issues.
Efficient and Reliable
What do you like best about the product?
It’s user-friendly, easy to navigate, and helps streamline customer communication across multiple channels.
What do you dislike about the product?
Some features can be difficult to configure without technical support, and the reporting tools could be more flexible and intuitive.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralize customer communication betweeen different teams and it allows to add internal comments
A reliable ticketing tool, but not always intuitive
What do you like best about the product?
Zendesk has robust tracking, which is helpful in instances where several individuals are involved with a ticket. There are lots of configurations available for custom categorizations. Integrates easily with apps like Slack.
What do you dislike about the product?
The sort configuration is sometimes overly complex and it can be difficult to find the tickets that need to be addressed when working across multiple groups. Our team has notifications connected with slack, but within Zendesk there isn't a useful notification when trying to manage a high volume of tickets. Would prefer the ability to have multiple assignees (not just by creating a group to assign to, or CC list) to better organize tickets.
What problems is the product solving and how is that benefiting you?
Our team use Zendesk to organize and triage all requests large and small from member companies that we support at our site.
Zendesk has been very helpful but recently I have gone through some issues with Mars etc
What do you like best about the product?
Requester identification from their previous contacts
What do you dislike about the product?
Sometimes working with multiple tickets Zendesk fails and lags
What problems is the product solving and how is that benefiting you?
Creating a quick ticket filling the issues and the side lines
Overall good for tracking customer interaction
What do you like best about the product?
It is manages customer requests easy, fast, and keeps everything organized as well.
What do you dislike about the product?
Sometimes it feels like bit complex when you have a big team working.
What problems is the product solving and how is that benefiting you?
It solves ticket chaos easily, and also help me responding faster and keep customers happy with smooth support.
Solid Support Handling Platform
What do you like best about the product?
Very user-friendly interface, super simple to integrate with other apps, and play with plug-ins. It works best, even for small teams, and also offers the great convenience of having all conversations in a single place. Additionally, I have found Zendesk Guide to be a lifesaver at times. Comes in very handy for day-to-day work for support teams. It is a full-fledged solution for customer support teams.
What do you dislike about the product?
The biggest would be the learning curve. I admit that it is super handy once you use it every day, but for beginners, it might include some struggle to get familiar with it. Plus, some automations require higher-tier subscriptions, which might be a deal breaker for small teams. Lastly, you will have to rely on some external tutorials for setting up for the first time.
What problems is the product solving and how is that benefiting you?
It helps consolidate several support channels all on one for ease of tracking everything in one place and being able to manage everything efficiently while utilizing automations and integrations with other tools, and also helps measure KPIs.
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