Zendesk Suite

What do you like best about the product?

The seamless integrations with our existing CRM and communication tools are easily the biggest upside for us. On top of that, the customizable workflows and automated routing make sure complex tickets go straight to the right agents right away, without any need for manual triaging.

What do you dislike about the product?

While Zendesk is extremely feature-rich, the initial setup and configuration can feel complex and take a significant amount of time. For new administrators, there’s a steep learning curve—especially when trying to customize workflows and triggers—which can slow down the rollout and delay deployment.

What problems is the product solving and how is that benefiting you?

We used to spend hours manually routing tickets and answering the same repetitive questions. Zendesk solved this by allowing us to set up automated workflows, macros, and a robust self-service Help Center. As a result, we've successfully deflected a large portion of our incoming tier-1 tickets, freeing up our support agents to focus on more complex customer issues and reducing our operational costs.

What do you like best about the product?

Integration options are comprehensive, very easy to get up and running quickly.

What do you dislike about the product?

Some of the configuration processes are not intuitive, we found doing simple things took longer than expected in the setup phase. Once configured however reconfiguration and tweaking of settings was good,

What problems is the product solving and how is that benefiting you?

visibility, escalations and a decent level of reporting out of the box.

What do you like best about the product?

Zendesk allows our company to route, organize, and automate customer messages by directing them to the appropriate team (order issues, refund requests, fulfillment requests, etc.).

As an IT professional with over 20 years of experience, I’ve managed competing services such as HubSpot, Zoho, and others for large companies. In my experience, Zendesk is the clear winner, and it’s the platform I consistently deploy for my customers.

What do you dislike about the product?

It seems like Shopify is rolling out a competing service. I hope Zendesk can maintain its position as the first choice.

What problems is the product solving and how is that benefiting you?

Zendesk allows our company to route, organize, and automate customer messages by directing them to the appropriate team for order issues, refund requests, fulfillment requests, and similar needs.

Having a reliable system that makes it easy for customers to communicate with our team helps us provide consistent support, which in turn improves repeat business and customer loyalty.

What do you like best about the product?

The ease of being able to locate information and navigate through the system for my schedule as well

What do you dislike about the product?

that tickets automatically close after setting a status for them

What problems is the product solving and how is that benefiting you?

managing ticket and balancing productivity

What do you like best about the product?

The UI is simple and intuitive, it integrates well with Linkus and my website, works well without issues so far, the price was justified. I feel I could be helped rapidly if I needed help and I have yet to test the AI.

What do you dislike about the product?

So far I don't have any issues with the app.

What problems is the product solving and how is that benefiting you?

I need a ticketing service instead of using an Outlook email to look at my customer's demands and problems, it's easier to keep track with the app.

What do you like best about the product?

It is a combination of support interface and database.

What do you dislike about the product?

The UI/editor could have been fancier - lacking some real editor features.

What problems is the product solving and how is that benefiting you?

We use Zendesk for all customer issues.

What do you like best about the product?

Servers are mostly stable

What do you dislike about the product?

Zendesk for Customer Service is extremely complex, which is not positive. The support from customer service is unreliable and often leaves more confusion after an interaction. Standard features like SLA (regardless of the channel through which the ticket was created) should be more accessible and not require two days of support - especially, SLA should be possible for ALL tickets. I still find it absolutely ridiculous that this is technically not supposed to work, but well, the internet seems to be new territory for Zendesk as well. Integration and settings should be more consistent. There is a clear lack of customer orientation, and sometimes it feels as if Zendesk does not care about its paying customers. The onboarding is also tedious, as is the general daily routine. Even when everything is set up, just a tiny change anywhere in the whole chain can immediately mess everything up, and you have to start over.

What problems is the product solving and how is that benefiting you?

I use Zendesk for Customer Service to handle customer inquiries, but the complexity is hindering and requires unnecessary effort for standard tasks like SLAs. The general customer orientation leaves much to be desired, which is frustrating and costs valuable work time. Additionally, Zendesk is FAR too expensive for the problems and chaos it causes - you pay twice: Zendesk and me, even though there is Zendesk support.

What do you like best about the product?

easy to setup: it doesn't require to have high level IT expertise

What do you dislike about the product?

Hard to get support if you do not pay for it. There should be at least base level propoer support

What problems is the product solving and how is that benefiting you?

to track the issues and react on time to this issues

What do you like best about the product?

We’re utilizing several add-ons and systems within Zendesk, including the great WFM tool, the AI suite, and the chatbot. These tools have made our work much more efficient, allowing us to monitor productivity while also deflecting many incoming inquiries through the chatbot.

What do you dislike about the product?

Pricing is problematic, but in large scale/enterprise this is by far the best option out there.

What problems is the product solving and how is that benefiting you?

This is a complete system for us, we are utilizing it for almost everything.

What do you like best about the product?

All options in one place—multi-channel support via email, phone, social media, and WhatsApp—all managed from a single location and handled in a unified way. It is possible to create integrations and custom developments for almost anything you want, and the interface is simple and user-friendly.

What do you dislike about the product?

For each channel individually, better solutions can be found on the market.

What problems is the product solving and how is that benefiting you?

Enables full integration across all channels; allows for a single workflow regardless of the lead source; facilitates a holistic, 360-degree view of every customer while documenting and maintaining a complete history.