Zendesk Suite
ZendeskExternal reviews
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Its OK and most definitely has basic CRM functional but....
What do you like best about the product?
Simple to implement but beware to be more sophisticated and intuitive the price goes up steeply
What do you dislike about the product?
..... alas lacks the intuitive integration, style and flow of some of its competitors. It is not truly omnichannel and therefore for the price lacks essential CPaaS qualities. Sorry I feel a little mean but honesty will help you succeed in an aggressive CRM market. Requires a UX and AI upgrade.
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
What problems is the product solving and how is that benefiting you?
Cost vs. basic functionality lack of Voice/VoIP routing integration is a huge barrier
Time management
What do you like best about the product?
Its makes the work simpler and it makes the work quicker. It makes the job quicker and saves a lot of time.
What do you dislike about the product?
Interface lags at times. Interface can be made a little smoother.
What problems is the product solving and how is that benefiting you?
It saves a lot of time for me and supports easy customer handling experience.
Zendesk is a great support intake system!
What do you like best about the product?
Our company actually switched to a new ticket intake. I miss the way that Zendesk allowed for child tickets, internal reporting, and multiple tool integrations. It just got too expensive for our org.
What do you dislike about the product?
Zendesk customer support is also incredibly friendly and helpful. I wish their response time was a tad quicker.
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.
Smart Ticketing System
What do you like best about the product?
Zendesk is easy to use, It provides the functionality to connect with different apps such as slack and intercom. Tickets are easy to track and number modification in the ticket automation flow can be done
What do you dislike about the product?
There is nothing as of now to dislike the ZD
What problems is the product solving and how is that benefiting you?
It is providing the ticketing service and helping to track the agents work and the volume handled by them. it is to track
Zendesk is very useful tool to scan and create a meaning article on any stuff
What do you like best about the product?
Zendesk is best for both creating new documents and maintaining its permission.
What do you dislike about the product?
Zendesk support suite is good, but sometimes resolution time exceeds the SlAs
What problems is the product solving and how is that benefiting you?
Zendesk helped us both in Helpdesk task maintenance and initiating 1st level chat
Robust and Scalable Support Platform with Excellent Integration Options
What do you like best about the product?
Zendesk is incredibly user-friendly and doesn’t require much training to get started. The UI is clean, and ticket management is smooth even with high volumes. The best part is how well it integrates with other tools—Slack, CRM platforms, and productivity apps—making it easy to fit into our existing workflows. I use this tool every day. The customer support of Zendesk is great.
What do you dislike about the product?
Ease of use and quick implementation are big advantages. It’s easy to scale as your team grows, and features like automation, macros, and knowledge base management enhance team efficiency. The reporting and analytics are also detailed and customizable, which helps with performance tracking and continuous improvement.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all our customer interactions across email, chat, and social channels into one unified platform. It streamlines ticket management, reduces response time, and enables better tracking of team performance. The automation tools help eliminate repetitive tasks, improving agent efficiency. With real-time chat, we’re able to support customers instantly, which increases satisfaction and retention.
The only support platform you will need
What do you like best about the product?
I love the integration that Zendesk has for slack. You can easily loop in a slack channel. At my organization, we loop in the Dev support channel for dev related tickets like bugs/breaks.
What do you dislike about the product?
Zendesk is ahead of the game, and I cannot find anything to change about it!
What problems is the product solving and how is that benefiting you?
It is keeping all of my technical issues in one place where I need to loop in the customer support team. I get updated any time there is an update to my customer's support ticket.
The top of omnichannel customer service
What do you like best about the product?
The possibility of integration with WhatsApp in a precise and extensive way through the APIs provided.
What do you dislike about the product?
The cost always remains one of the highest hurdles to overcome.
What problems is the product solving and how is that benefiting you?
The flexibility in managing support across multiple channels is simply unmatched. Email, chat, social media, and phone are all seamlessly integrated, allowing the team to offer a consistent and smooth experience to customers. Additionally, intelligent automations and detailed reports simplify daily work and provide valuable data to optimize performance.
Best support application
What do you like best about the product?
Godd Stability
Customise as per requirement
Easy to use for everyone
Customise as per requirement
Easy to use for everyone
What do you dislike about the product?
No dislike for Zendesk
But price is a issue
But price is a issue
What problems is the product solving and how is that benefiting you?
1. Fragmented Customer Communication
2.Lack of Ticket Tracking & Prioritization
3. Manual Workflows & Repetitive Tasks
2.Lack of Ticket Tracking & Prioritization
3. Manual Workflows & Repetitive Tasks
Excellent AI software
What do you like best about the product?
My experience with Zendesk for Customer Service is still very positive. It continues to be a reliable platform for managing customer support tickets and improving response time.
What do you dislike about the product?
While Zendesk for Customer Service is a very reliable platform for managing support tickets and customer communication, there is still room for improvement. The interface can sometimes feel a bit complex for new users, and certain reporting and customization features could be made more intuitive. Simplifying these areas would make the overall experience even better for support teams.
What problems is the product solving and how is that benefiting you?
AI customer service helps to relive most of the customer's issues without being a staff getting involved and chatbot is also available to guide the customer's with the process and information required.
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