Zendesk Suite
ZendeskExternal reviews
6,641 reviews
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Good CRM
What do you like best about the product?
It’s quick to learn how to use the support features making onboarding new agents easy. They have a wide variety of products to support different channels
What do you dislike about the product?
Zendesk Explore, their reporting feature, is not intuitive and leaves a lot to be desired. You can spend hours trying to configure attributes in the right way and end up with a clunky report that still isn’t quite right
What problems is the product solving and how is that benefiting you?
Very easy to manage tickets within our team of agents
Solid capabilities, promising future but a few nice to haves are missing
What do you like best about the product?
Simple and low code solution for our global support workforce.
What do you dislike about the product?
A few features and flexibility would be nice. Zendesk needs to get “better at math” and allow for more comparative or calculation based logic.
What problems is the product solving and how is that benefiting you?
Able to communicate directly with users who need help
ZD Review
What do you like best about the product?
Ease of tracking issues for different customers
What do you dislike about the product?
The reporting isn’t as intuitive S We’d like
What problems is the product solving and how is that benefiting you?
Our application support issues are tracked and resolved quickly and efficiently
Product assistance and optimization
What do you like best about the product?
We use Zendesk as our core platform for all customer interactions, and overall, the experience has been solid. The system is reliable, flexible, and supports our operations at scale. Key features like ticket management, automations, macros, and agent collaboration tools help streamline workflows and improve resolution quality.
What do you dislike about the product?
However, the main reason for not giving a higher score is the support we’ve received when facing technical or product-related issues. It's often frustrating when resolutions take time or when the process feels unclear or overly complex. At times, it’s difficult to trust that the issue will be resolved efficiently, which affects confidence in the platform.
With more consistent, proactive support and clearer troubleshooting processes, Zendesk could move from being a dependable platform to an outstanding partner in our CX strategy.
With more consistent, proactive support and clearer troubleshooting processes, Zendesk could move from being a dependable platform to an outstanding partner in our CX strategy.
What problems is the product solving and how is that benefiting you?
Ticket management solutions and flexible integrations all in one
Informative for our customers
What do you like best about the product?
Ticketing system options available for our team
What do you dislike about the product?
How it will work in the HR realm without taking the HUMAN out of Human Resources
What problems is the product solving and how is that benefiting you?
Customer service
Marketing
IT support
Marketing
IT support
A Great Flexible Product!
What do you like best about the product?
It's incredibly intuitive and there's lots of flexibility in different implementations for our Operations teams.
What do you dislike about the product?
Nothing I can think of! The account management team is responsive!
What problems is the product solving and how is that benefiting you?
We have day to day operational items that need attention from our clients, and lots of queries. We use the system for both and it keeps things streamlined and organized.
We are happy with Zendesk Customer Support
What do you like best about the product?
We are happy with Zendesk Customer Support.
What do you dislike about the product?
The handling of German Umlaut letters could be better.
What problems is the product solving and how is that benefiting you?
Our customers contact us via Zendesk Support and we chat with them.
The Ticket Management is helpful.
The Ticket Management is helpful.
Omnichannel is life
What do you like best about the product?
Using just one platform to manage all CX services, while it is fully customizable and personalizable with the possibility of integrating apps, is very useful and versatile.
What do you dislike about the product?
The reports section, satisfaction does not support NPS and is subject to having a lot of duplication of final users.
What problems is the product solving and how is that benefiting you?
It gathers all communication channels into an easy and standardized interface, facilitating service interactions.
Zendesk On Work Experience
What do you like best about the product?
Is easy to use and a very useful tool.
Easy way to implement in our customer service support.
There are many features that make Zendesk a great tool, one of them is the macros that are easy to use.
Easy way to implement in our customer service support.
There are many features that make Zendesk a great tool, one of them is the macros that are easy to use.
What do you dislike about the product?
Sometimes, there a few issues regarding the internal notes
What problems is the product solving and how is that benefiting you?
It helps us maintain contact with the client so that we can assist them in an optimal way.
Our sales and customer relationships have been strengthened by Zendesk
What do you like best about the product?
The user experience is really simple; it consolidates all communications with customers in one place, whether through email, live chat or phone conversations. The ability to automate workflow tasks such as ticket assignment, response sending and interaction tracking is quite remarkable. As a result, we have been able to devote more time and energy to the conclusion of agreements. We can bring all customer interactions together in one place, they are saved and structured, so no one on the team has to go through multiple systems to find a customer’s history, whether it be via email, chat or a web form.
What do you dislike about the product?
It took a long time to set things up from the beginning, but the system is powerful and needs some changes before it can be turned on and used to its full potential. It took more time than anticipated to tailor the workflows and reporting matching our company model.
What problems is the product solving and how is that benefiting you?
The way we handle sales and customers has improved a lot. Zendesk allowed us to create a Kanban board, which we used to delegate work, set due dates and monitor development. There was a huge change when all the information could be seen in one place. When a customer contacts us, we immediately create a ticket and record the entire chat so that anyone on our team can access it. We can quickly and easily assess the full case history to ensure that new responses are accurate and consistent with previous exchanges. We were also able to make real-time adjustments to our plan thanks to the custom reports I built to track sales team performance.
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