Zendesk Suite
ZendeskExternal reviews
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Efficient Out of the Box, Flexible Customization
What do you like best about the product?
The ease of use, it works efficiently out of the box, but fully supports customizing to fit your needs.
What do you dislike about the product?
Some of the customization gets pretty complicated. Reporting could use some improvements.
What problems is the product solving and how is that benefiting you?
Zendesk is our one-stop shop for all of our customer service needs. We are able to effectively communicate with our customers about the issues and questions they have about our platform.
Gold standard for any size team
What do you like best about the product?
- Agent interface is clear and easy to use
- Robust reporting across hundreds of metrics
- Easy to customize for different business cases; I've used it for both 24/7 global support across 12 languages and as a jumping off point for a small 2-person team.
- Responsive customer support and account management
- Robust reporting across hundreds of metrics
- Easy to customize for different business cases; I've used it for both 24/7 global support across 12 languages and as a jumping off point for a small 2-person team.
- Responsive customer support and account management
What do you dislike about the product?
- Admin learning curve is steep; building filters, business rules, macros, SLAs, conditional triggers etc. can take a long time to implement
- On an enterprise level, requires even deeper knowledge
- Difficult to know when an adding or removing an action in configuration "breaks" an existing part of a workflow
- On an enterprise level, requires even deeper knowledge
- Difficult to know when an adding or removing an action in configuration "breaks" an existing part of a workflow
What problems is the product solving and how is that benefiting you?
- Has helped scale support, deflect recurring support questions, easily report on data regarding issue drivers, and presents a framework for support organizations of any size
Clear Points of Contact Make Issue Resolution Easy
What do you like best about the product?
There is usually a specified point of contact for every issue that can come up.
What do you dislike about the product?
Sometimes it cannot handle how complicated out SOPs are.
What problems is the product solving and how is that benefiting you?
Connecting our agents B2C.
Zendesk Makes Managing Support Teams Easy
What do you like best about the product?
Zendesk makes it easy to manage a team of support staff
What do you dislike about the product?
Some elements are clunky, changing an automated message for instance takes quite a while
What problems is the product solving and how is that benefiting you?
Call center, and call center management
Unified Support and Knowledge Base That Shares Data Seamlessl
What do you like best about the product?
The support and knowledge base are in the same platform and share data
What do you dislike about the product?
Limitations of formating for the knowledge base.
What problems is the product solving and how is that benefiting you?
Self service is my focus by having easy to use help articles, and now, the knowledge base is used by AI to answer chat and email questions.
Feature-Rich Out of the Box with Smooth Zendesk Knowledge Center Integration
What do you like best about the product?
I love how all the offerings they have. So many options straight out of the box which is great. We really how we can integrate a knowledge center directly into Zendesk.
What do you dislike about the product?
Some of the Ai and routing features tend to be a lot harder to set up vs the demos we see. Also when submitting a ticket turn around time could be faster.
What problems is the product solving and how is that benefiting you?
it is giving us total clarity of our instance and volume. It is a one stop shop place for our agents to see all tickets and workload. Also gives us insight into analytics
All Support Channels in One Clear Zendesk Dashboard
What do you like best about the product?
For my team, Zendesk bundles all channels into one dashboard. Prior to using Zendesk, my team had multiple places to look where folks needed help. As a leader, I can always see what is happening, and prior to Zendesk, I was blind.
What do you dislike about the product?
Zendesk sometimes rolls out changes without notification. This can cause confusion when the screens are changed. My customer base is fixed, so sometimes they feel like they are not having a 1:1 experience, even though they are.
What problems is the product solving and how is that benefiting you?
With Zendesk, we are able to quantify the amount of support we are providing and the type of support. That helps us determine what we need to do to eliminate the questions.
Customer Service That Goes Above and Beyond
What do you like best about the product?
I love the work flows and forms I can create.
What do you dislike about the product?
The need to use 3rd party apps for some of the features I need.
What problems is the product solving and how is that benefiting you?
Its our main ticket platform, it helps with workflows and getting tickets to agents.
Solid multichannel hub — does the job, not groundbreaking
What do you like best about the product?
We use Zendesk to consolidate inbound calls, SMS and WhatsApp into a single agent interface, which has been the standout value for us. Staff no longer toggle between separate apps to respond to parents and guardians, and we get a unified audit trail across channels in one ticket view. Reporting on response times and channel volume is straightforward to pull, the WhatsApp Business integration was reliable to set up, and routing rules are flexible enough to handle our team structure without heavy custom work. For a small ops team needing one inbox across phone, text and chat, it does what we need consistently.
What do you dislike about the product?
Honest take: the platform works well but isn't groundbreaking. The UI feels conventional rather than modern, and several workflows take more clicks than they should. Native AI/automation features feel bolted on compared to newer entrants in the space, and pricing scales steeply once you want the more useful add-ons (advanced routing, AI, premium voice). The learning curve for admins is heavier than the end-user experience suggests, and some configuration that should be no-code still requires support tickets or careful trial-and-error. Reliable, but you're paying for the brand and ecosystem more than for category-leading innovation.
What problems is the product solving and how is that benefiting you?
What problems is Zendesk for Customer Service solving and how is that benefiting you?
Before Zendesk, our inbound communication was fragmented across separate tools — phone calls, SMS and WhatsApp each lived in their own app, with no shared history and no easy way to see what a parent or guardian had already been told. That made it hard to respond consistently, slow to pick up context when handing over between staff, and impossible to report on overall volume or response times in one place.
Zendesk consolidates all three channels into a single agent interface with a unified ticket view, so any team member can pick up a conversation regardless of how it came in. The main benefits for us: faster response times because agents aren't switching between apps, better continuity of service because the full interaction history sits in one place, cleaner reporting across channels for management oversight, and a clear audit trail which matters from a safeguarding and data governance perspective. It's also made onboarding new staff onto the comms function much simpler — one tool to learn, not three.
Before Zendesk, our inbound communication was fragmented across separate tools — phone calls, SMS and WhatsApp each lived in their own app, with no shared history and no easy way to see what a parent or guardian had already been told. That made it hard to respond consistently, slow to pick up context when handing over between staff, and impossible to report on overall volume or response times in one place.
Zendesk consolidates all three channels into a single agent interface with a unified ticket view, so any team member can pick up a conversation regardless of how it came in. The main benefits for us: faster response times because agents aren't switching between apps, better continuity of service because the full interaction history sits in one place, cleaner reporting across channels for management oversight, and a clear audit trail which matters from a safeguarding and data governance perspective. It's also made onboarding new staff onto the comms function much simpler — one tool to learn, not three.
Strong Platform for HOA Customer Service & Accountability
What do you like best about the product?
Zendesk helps our team stay organized, accountable, and responsive by centralizing communication, tracking tasks, and improving follow-up with our communities and homeowners.
What do you dislike about the product?
I think its pricey, but has definite value.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage high volumes of homeowner communication, track accountability, and ensure timely follow-up. It has improved organization, response times, transparency, and overall customer service across our communities.
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