Zendesk Suite
ZendeskExternal reviews
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Zen Flexibility
What do you like best about the product?
We've been able over the years to perfectly align Zendesk to our customer processes, so it's been so much more than a way of answering customer questions. The software never sits still and is always opening up new possibilities for us.
What do you dislike about the product?
The software never sits still. For a small team sometimes it's difficult to keep up with all the developments.
What problems is the product solving and how is that benefiting you?
Supplying made-to-order outdoor furniture can be complex with constantly moving goalposts and a short season. Zendesk helps us keep on top of the growth in our business
Great way to support our customers!
What do you like best about the product?
We’ve been using Zendesk for user support for a couple years now. It’s been a good platform for managing our users and their support needs. The ticketing system is reliable and helps keep everything organised, especially when handling a high volume of tickets. The interface is fairly intuitive. We find the macros to be really helpful for improving response times and simplifying our responses, since we tend to say the same thing a lot. There is a bit of a learning curve when setting everything up but once we got set up we've found it easy to use and maintain. We also use the knowledge base option to write help articles and have a help centre so that when our users have the same questions over and over we can direct them there for self-help.
What do you dislike about the product?
The different price tiers can be frustrating. As is the fact that we have to pay for more than one login, even though we already pay for the service. There should be unlimited users with a paid service.
What problems is the product solving and how is that benefiting you?
Zendesk allows our users to reach out to us when they need help. The ticketing system keeps everything organized and ensures that only one person is replying to each ticket at a time as we can solve it when we are done with it.
Enjoying the fetures we can build for ZD
What do you like best about the product?
We’re building our own apps within the Zendesk ecosystem to help us provide support more efficiently.
What do you dislike about the product?
I would say the only thing we dislike is the use of AI features are behind paywalls, I think some features should be free.
What problems is the product solving and how is that benefiting you?
It allows us to contact our players and provide them with the best possible support.
Zendesk is Great!
What do you like best about the product?
Zendesk is great! They’ve made some really helpful changes that make customer service faster for my team, and they’ve clearly worked to keep the experience simple. I especially like that I can create macros for my team to use, which keeps our reply process quick and straightforward. Their reporting is also great and makes it easier to stay on top of what’s happening.
What do you dislike about the product?
Some setups are difficult, and they typically refer you to their docs instead of helping you set it up unless you push for it.
What problems is the product solving and how is that benefiting you?
We’re a small team, and their system makes it quick and easy for us to support customers while taking advantage of all the benefits we’ve added to it.
Robust tool that could use a bit more flexibility
What do you like best about the product?
Seamless to set up end users, organizations, views, triggers, etc.
What do you dislike about the product?
Less flexibility with things like changing groups, reporting, etc.
What problems is the product solving and how is that benefiting you?
Helps us seamlessly intake all client issues and route them to pools of consultnats quickly and efficiently
Efficient, Scalable Customer Service with Strong Performance Visibility
What do you like best about the product?
Zendesk excels in organizing and streamlining workflows within my organization. Its ticketing system, automation capabilities, and clear reporting tools make it easy to manage response times, track performance, and maintain consistency across the team.
What do you dislike about the product?
I wish there were an easier way to delete tickets and attachments to free up storage.
What problems is the product solving and how is that benefiting you?
Zendesk addresses challenges around workflow management and performance visibility. It centralizes incoming requests and standardizes processes, reducing inefficiencies and missed follow-ups. Additionally, its reporting and KPI tracking provide clear insight into response times, workload distribution, and team performance.
This directly benefits team management by enabling more accurate goal setting, improving accountability, and identifying areas for process improvement. As a result, it supports more consistent service levels and better overall operational efficiency.
This directly benefits team management by enabling more accurate goal setting, improving accountability, and identifying areas for process improvement. As a result, it supports more consistent service levels and better overall operational efficiency.
Zendesk is a great service that allows us to provide excellent customer service
What do you like best about the product?
How we can collect lots of data regarding the customers needs and report off of it to help the company grow
What do you dislike about the product?
Some of the interface is clunky and the ability to not modify ticket numbers to alphanumeric numbers is a major issue
What problems is the product solving and how is that benefiting you?
Reporting is key, before Zendesk the service team relied on emails and hearsay. Now we have more clear information about what our customers needs are
Powerful and flexible support platform with excellent API documentation
What do you like best about the product?
Zendesk's flexibility is what sets it apart — we've been able to tailor workflows, automations, and views to fit our team's exact needs without much friction. The API is exceptionally well-documented, which made integrating Zendesk into our existing tech stack straightforward. Our developers appreciated the clear reference docs and the consistency of the endpoints. Overall, the platform has proven to be a reliable backbone for our customer support operations.
What do you dislike about the product?
The main downside is that the product suite can feel somewhat fragmented at times. Switching between different Zendesk products occasionally feels like jumping between separate tools rather than one cohesive platform. A more unified experience across the products would go a long way. That said, this is a minor complaint — for day-to-day use, everything works well and the core Help Desk functionality is solid.
What problems is the product solving and how is that benefiting you?
Before Zendesk, our customer support was scattered across multiple channels with no central place to track, prioritize, or resolve incoming requests. Zendesk brought everything under one roof — emails, tickets, and internal notes — giving our team full visibility into every customer interaction. This has significantly reduced response times and made it much easier to hold ourselves accountable to SLAs. The reporting features also help us spot recurring issues early, which has allowed us to proactively improve our product and documentation. In short, Zendesk turned a chaotic support process into a structured, scalable operation.
Moving from Jira service now to Zendesk - well worth it!!
What do you like best about the product?
AI enabled - scalable solution - QABot and reporting features
What do you dislike about the product?
Management of feature requests is not well supported
What problems is the product solving and how is that benefiting you?
Self service for users
Easy to use, intuitive and flexible.
What do you like best about the product?
Easy to update tickets, create new ticket fields, very customisable and front end user experience is clear and customisable.
What do you dislike about the product?
We dont have many issues, if any, with the system. Only slight complaint is that a support issue has take na while to resolve.
What problems is the product solving and how is that benefiting you?
Automation on updating tickets.
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