Zendesk Suite
ZendeskExternal reviews
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Best ticketing tool
What do you like best about the product?
It's getting faster and A.I optimization is best
What do you dislike about the product?
Service request resolution, along with the quick in time support for the business users
What problems is the product solving and how is that benefiting you?
Nothing
Love Zendesk
What do you like best about the product?
Love the easy to use features available for the whole team
What do you dislike about the product?
No complaints so far. I would recommend being more available for more use.
What problems is the product solving and how is that benefiting you?
People bypass the chat function by selecting something else > other and their contact information saves under web user rather than their contact info
Seamless Omnichannel Support with Powerful Automation Features
What do you like best about the product?
What I like most about Zendesk Support Suite is how it puts all customer messages—email, chat, social media, and even calls—in one place.
What do you dislike about the product?
What I dislike about Zendesk Support Suite is that some of the best features—like advanced reporting, AI tools, and customizations—are only available on higher-tier plans, which can get expensive. Also, setting it up properly takes time, and the admin side isn’t always as intuitive as it could be.
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Ask ChatGPT
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps me keep all customer conversations—whether from email, chat, social media, or calls—in one place.
Zendesk Makes Customer Support Easy
What do you like best about the product?
Zendesk continues to improve its usability and workflow automation. The interface remains clean and intuitive, making it easy for new team members to get up to speed quickly. I also appreciate the ticket organization, macros, and reporting features that help teams manage high ticket volumes more efficiently.
What do you dislike about the product?
While Zendesk is a powerful platform, there are still some limitations around customization—particularly with ticket forms, workflows, and user roles. Greater flexibility in these areas would make it easier for teams to tailor the system to their specific operational needs.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite as our primary helpdesk to manage customer inquiries across multiple channels, including email and chat. It helps us centralize communication, track ticket progress, and ensure no customer issue falls through the cracks. The ability to set up automations, SLAs, and workflows has improved our response time and overall customer satisfaction. It also gives us better visibility into team performance through reporting and analytics.
Good service
What do you like best about the product?
Definitely that ease of use and comfortability
What do you dislike about the product?
Not much I can say is wrong besides maybe the wait times
What problems is the product solving and how is that benefiting you?
We use on a weekly bases
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.
Zendesk
What do you like best about the product?
Zendesk is one of the first support systems I used on the internet. It has evolved and grown with an obvious customer service focus. It makes it easy for customers to reach out for any type of help.
What do you dislike about the product?
Sometimes the support people can be a little slow to reply, but that is the exception
What problems is the product solving and how is that benefiting you?
Able to connect with businesses and resolve even the tough questions or easy things like login issues.
Zendesk Over any other New CRM/ticketing tool - Easy for admins
What do you like best about the product?
documentations are always on point and descriptive, they are just perfect, on point
What do you dislike about the product?
A little on pricing point, lower the prices, and everything's fine
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
Best platform for any business that needs to manage customer support tickets
What do you like best about the product?
This is incredibly easy to use. I've used Zendesk at two tech companies now and mainly used it when working on the Sale and Customer Success side of the business. It's also easy to click the "follow" button and stay in the loop of a ticket. I love that you can reply to the customer or add an internal comment to your support engineers. I also find that when a customer has an issue, it's so easy to do a quick search to see if they've submitted a ticket and follow the history of any troubleshooting. This tremendously helps improve customer support. In sales and CS I used this daily or weekly depending on how many customer tickets were coming through.
What do you dislike about the product?
At my last company if a customer submitted a ticket I was automatically receiving alerts when someone in IT responded to my customer but at my current company I was not manually included as a CSM. I'd have to ask my customer to cc me on their tickets which isn't the best customer experience.
What problems is the product solving and how is that benefiting you?
The biggest benefit that Zendesk solves for us is the ability to identify risk early. For customers submitting a lot of tickets we prioritize them to prevent churn and also looking at the ARR. For customers with low usage and no tickets submitted we also flag them as at risk and can nurture them accordingly. It's a great platform for helping improve internal issues (example if the site goes down or the platform) or for customers (general knowledge platform questions or troubleshooting something).
Easy to use and implement across the company
What do you like best about the product?
I also like the newer AI features and automation tools — they’ve made handling tickets faster and more efficient. The ability to streamline workflows, set up triggers, and reduce manual work has been a big plus. Reporting has also improved, giving better visibility into performance and helping us make quicker decisions
What do you dislike about the product?
While Zendesk Support Suite is powerful, the interface can sometimes feel a bit plain and not very modern. There’s also a learning curve — if you’re not fully trained on all the features, it can seem more basic than it actually is. More guided onboarding and feature discovery would help teams unlock its full potential faster
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage our internal ticket list, prioritize requests, and avoid losing track of them in messages. On the customer side, it allows us to address their needs in an organized way without forgetting any requests, ensuring better follow‑up and satisfaction.
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