Zendesk Suite
ZendeskExternal reviews
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Intuitive UI and Fast Ticketing with Macros, Tags, and Knowledge Site Articles
What do you like best about the product?
Intuitive UI allows for easy onboarding of new staff, and allows for both email and phone support in one place. Macros and tags make it simple to answer tickets quickly and find them when we need them, and the ability to pull Help Articles straight from our Knowledge Site is a huge help to our agents.
What do you dislike about the product?
The reporting tools are not as intuitive as the rest of the software
What problems is the product solving and how is that benefiting you?
Zendesk is the primary software we use for supporting our customers over email and the phone. As a result of using Zendesk, we have one of the fastest support teams in the industry.
Zendesk’s Macros and AI Assistant Make Message Refinement Easy
What do you like best about the product?
Macros and the AI assistant help me refine my messages.
What do you dislike about the product?
N/A I find the services provided by Zendesk satisfactory
What problems is the product solving and how is that benefiting you?
It helps us stay connected to our client tickets through chat, email, and phone calls, so we can keep up with conversations and follow-ups in one place.
Efficient Ticket Management with Minor Email Challenges
What do you like best about the product?
I find Zendesk for Customer Service invaluable for ticket management, especially with its email and website chat integration, making tracking and responding to tickets easy. I love the ability to receive email notifications when a new ticket is generated, allowing me to stay updated even when I'm not at my computer. Responding directly to these emails on the go is perfect for emergencies. The web interface helps me respond to tickets more efficiently, and I really appreciate the feature that allows me to merge tickets when needed.
What do you dislike about the product?
When I do respond via email directly to the ticket, my response isn't captured by Zendesk. So if I logged on to Zendesk, I don't see my outbound response. Not an issue for us (small team), but I can see how this could be a problem for larger teams (multiple agents).
What problems is the product solving and how is that benefiting you?
I find Zendesk for Customer Service simplifies ticket management with email and website chat integration, making it easy to track, respond, and follow up on tickets. Email notifications and merging tickets enhance efficiency, and the ability to respond on the go is invaluable.
Effortless Customer Interactions and Reporting
What do you like best about the product?
I like that it's easy and simplified. Zendesk messaging works very well. And my reporting works pretty well. The initial setup was very easy, and I train multiple employees on it, and it's very easy for them to learn.
What do you dislike about the product?
I think that we could have some type of AI for reporting. We could tell the AI what we need, and they could make a report for us.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to pull reports for my employees and communicate with customers. It supports my team all around.
A Reveiw on Zendesk
What do you like best about the product?
The ticket management in zendesk is very comfortable
What do you dislike about the product?
The upgrade plan price of zendesk is bit high
What problems is the product solving and how is that benefiting you?
I use zendesk to automate all my club emails and chats into one and then solve tickets
Zendesk Makes Ticket Management and Customer Support Easy
What do you like best about the product?
I like Zendesk because it helps me manage and receive tickets while assisting customers, instead of relying only on emails and phone calls.
What do you dislike about the product?
The only thing I would say I dislike about Zendesk is that, most of the time, if their system goes down, we have to make sure to inform customers. That interruption stops our process for a period of time, and at the time we didn’t have an extra system to fall back on.
What problems is the product solving and how is that benefiting you?
I feel that Zendesk helps customers reach out and get their tickets resolved in a timely manner. It also allows our team to keep tickets organized and stay on top of incoming requests.
Timely, Reliable Support Whenever Issues Come Up
What do you like best about the product?
Whenever there are issues let's say for getting assistance on certain apps such as gaming apps ect. They always answer in a timely manner to assist with issues pertaining to certain websites.
What do you dislike about the product?
There's really nothing I dislike about this application. Whenever I have used it I've always been satisfied with my experience with them.
What problems is the product solving and how is that benefiting you?
It resolves issues with obtaining money from certain websites as well as if you purchase something on there it assist with obtaining what you had purchased.
Zendesk turns support from a reactive inbox into a structured, trackable, and scalable operation.
What do you like best about the product?
Zendesk played a key role in streamlining the intake and handling of case requests. It helps centralize the case management workflow, incorporate automation, macro flows and SLA makes it robust and must have tool. It helped efficiently triage incoming tickets, convert them into structured cases, and apply prioritization based on urgency and impact. This ensured that nothing slipped through the cracks, improved visibility across the queue, and allowed the team to focus on the most critical issues first rather than reacting in a purely ad hoc manner.
Zendesk easily integrates with other tools such as Salesforce which is helpful, so that the teams need not move to different system to view the account details and context. For customer experience teams, this is a day-to-day tool that helps reduce the inbound volume. The Knowledge base, FAQ guides and AI powdered suggestions are very easy to implement without any dev support.
Zendesk easily integrates with other tools such as Salesforce which is helpful, so that the teams need not move to different system to view the account details and context. For customer experience teams, this is a day-to-day tool that helps reduce the inbound volume. The Knowledge base, FAQ guides and AI powdered suggestions are very easy to implement without any dev support.
What do you dislike about the product?
Zendesk gets the job done, but it lacks innovation. I used Zendesk for 4 years and I don't recall any compelling innovations happened during that time. It is very stable tool at its core and hardly had a down time. However, the UI still feels like from 90's and very unappealing. Additionally, it can become messy pretty fast without a tight governance, duplicate automations will start conflicting and no one knows which rule is doing that. Reporting is not very intuitive and there is a steep learning curve. Simple questions can take a long time to anwer and the team ends up taking export to work outside of Zendesk.
What problems is the product solving and how is that benefiting you?
It helped bring structure to customer requests and, in doing so, eliminated the shared inbox chaos. Customer queries come from everywhere - emails, chats, websites, forums, and more and Zendesk pulls them into a single ticketing system with clear ownership. With Zendesk, response and resolution times become more predictable, which helps build customer trust. The self-service option is also very helpful for deflecting volume, so the support team isn’t stuck answering the same question 100 times when customers can help themselves.
Zendesk Keeps Customer Support Organized and Efficient
What do you like best about the product?
What I like best about Zendesk for Customer Service is how it centralizes all customer interactions in one place, making it easy to track, manage, and respond to requests efficiently. It helps streamline workflows and ensures nothing falls through the cracks.
What do you dislike about the product?
One thing I dislike is that Zendesk can sometimes feel a bit overwhelming due to the number of features and tabs, which can take time to navigate efficiently.
What problems is the product solving and how is that benefiting you?
Zendesk helps ensure that customer issues are tracked and resolved in a timely and consistent manner. This benefits me by improving communication, reducing confusion, and allowing me to provide better overall support
Zendesk: A Comprehensive Solution for Customer Service Excellence
What do you like best about the product?
I use Zendesk for Customer Service as a one-stop solution for all my customer-related work and feedback. I love how it scales with business needs and allows for customized workflows, ticket tracking, and information management. It provides real-time insight into customer satisfaction and securely stores data, driven by a high-quality security system. Tracking every user's data on a single platform where I can chat and connect without opening multiple files for every customer is really convenient. I also find the initial setup quite easy.
What do you dislike about the product?
nothing as of now yes but Ai works fine for me
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to track all customer queries and data. It acts as a one-stop solution, managing everything on a single platform, enabling timely support. It scales with business needs, provides real-time insights on customer satisfaction, securely storing data.
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