Zendesk Suite
ZendeskExternal reviews
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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.
Zendesk Review
What do you like best about the product?
What I like best about Zendesk Support Suite is its unified approach to customer service. It brings together multiple support channels—email, chat, phone, and social media—into one integrated platform, making it easier for teams to manage customer interactions efficiently. Additionally, the scalability of the platform ensures it grows with the organization’s needs without becoming overly complex.
What do you dislike about the product?
While it's a powerful tool, configuring workflows, triggers, and automation rules can be time-consuming and often requires a steep learning curve, especially for non-technical users. Additionally, some users find the pricing structure less flexible—certain advanced features or analytics require higher-tier plans. The reporting module, while robust, could benefit from more intuitive custom report building without relying heavily on Zendesk Explore.
What problems is the product solving and how is that benefiting you?
The key benefits include:
Improved response times due to ticket prioritization and workflow automation.
Better visibility and accountability, as all customer interactions are tracked in a single system.
Enhanced customer experience, since agents have full context when responding.
Actionable insights through analytics and dashboards, enabling continuous service improvement.
Improved response times due to ticket prioritization and workflow automation.
Better visibility and accountability, as all customer interactions are tracked in a single system.
Enhanced customer experience, since agents have full context when responding.
Actionable insights through analytics and dashboards, enabling continuous service improvement.
itsnot great as we sont rceive any notificationwhen wereceove a tickrt
What do you like best about the product?
help doc is available on the ticket otself
What do you dislike about the product?
no notification onreceoving a new ticket
What problems is the product solving and how is that benefiting you?
ticketing tool, chat tool and calling all in one place
Zendesk is intuitive and easy to use
What do you like best about the product?
It is easy to pick up and the UI is easy to navigate.
What do you dislike about the product?
There are a few more advanced features that are difficult to use at first.
What problems is the product solving and how is that benefiting you?
It just made my life a lot easier when I was using it.
Work great.
What do you like best about the product?
we believe help should be simple. Our support center is designed for clarity and speed, so whether you're browsing articles or connecting with our team, everything’s just a few clicks away. No confusion. No hassle. Just solutions.
What do you dislike about the product?
It's great for a starter help desk and easy to use. With one click, you can have everything up.
What problems is the product solving and how is that benefiting you?
- Fragmented Communication Channels
It unifies email, chat, phone, social media, and messaging apps into one platform, so agents don’t have to juggle multiple tools.
- Slow Response Times
Automation features like triggers, macros, and AI-powered bots help route tickets and respond faster.
- Lack of Customer Context
Agents get access to full customer histories and conversation threads, enabling more personalized and efficient support
It unifies email, chat, phone, social media, and messaging apps into one platform, so agents don’t have to juggle multiple tools.
- Slow Response Times
Automation features like triggers, macros, and AI-powered bots help route tickets and respond faster.
- Lack of Customer Context
Agents get access to full customer histories and conversation threads, enabling more personalized and efficient support
Recommendations to others considering the product:
Easy to aet up and use.
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