Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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We had a good experience using Zendesk, but the cost was prohibative for our organization.
What do you like best about the product?
I like the fact that we can share the inbox with other reps and we can see and share answers and customers. I also like the fact that we can build in automations and answers in the messaging center. I also liked that if some of our partners used Zendesk, we could share tickets.
What do you dislike about the product?
I would say the thing I disliked the most was the cost. It was to high of a price for our small organization.
What problems is the product solving and how is that benefiting you?
We needed a shared inbox feature and this solved that problem.
Overall good experience
What do you like best about the product?
Ticket management, organization, several features and easily integrated with different apps
What do you dislike about the product?
It's not user-friendly for reporting or knowledge hub creation
What problems is the product solving and how is that benefiting you?
Customer queries, customer complaints, order management, e-commerce
Good things come to those willing to put in the effort.
What do you like best about the product?
The amount of features it has, they are endless!
What do you dislike about the product?
It can sometimes be difficult to implement a change, but support are always on hand.
What problems is the product solving and how is that benefiting you?
It gives my agents the tools needed to carry out they job they do.
Does the job
What do you like best about the product?
Easy to set up and maintain, with good performance analytics.
What do you dislike about the product?
The AI offering is weak - it's hard to use and there isn't much helpful.
What problems is the product solving and how is that benefiting you?
Bringing all of our customer enquiries from multiple channels into one place
To process ticket requests, Zendesk is the best solution.
What do you like best about the product?
Editing tickets works wonderfully, it is easy to understand and also easy to convey to new agents. Setting up and integrating a Zendesk is also quite simple, and the maintenance is really straightforward and works wonderfully. That's why, for me personally, even after several years and daily use, Zendesk is the best solution for handling tickets.
What do you dislike about the product?
Unfortunately, the chat is falling by the wayside. The widget just doesn't look nice, and the experience for both the user and the customer service employee is simply not great. Intercom does this better, which is why we also use Intercom for our chat. I would wish for Zendesk to improve in this area so that we can use Zendesk again for both ticket and chat support.
What problems is the product solving and how is that benefiting you?
Our customers create ticket requests when they have issues with our products. We use Zendesk to respond to these and to get an overview.
Great customer support platform for a growing franchise
What do you like best about the product?
Love that it gives us both a helpdesk and also ticketing system all under one platform. Its super powerful, an gives the ability for our franchisees to regularly check in and find what they are looking for. The insights and data points we get are also super useful and help ensure our help desk support content is meeting the demands of the franchisees.
What do you dislike about the product?
I find the setup quite tricky. As a non technical person, all of the email connection tools (while powerful) are quite hard to get working.
What problems is the product solving and how is that benefiting you?
Gives us ability to give our franchisees a space they can easily find information they need to support their business.
Very positive - the platform works well and support has been fine
What do you like best about the product?
REmoving the pain of managing tickets from multiple sources and combining into a single portal to manage
What do you dislike about the product?
some unintuitive ux and navigation. making changes to macros/design/workflow can be painful to test
What problems is the product solving and how is that benefiting you?
as mentioned before - streamlining the support off multiple websites
What a great tool for any service company!
What do you like best about the product?
The ease of using the platform after initial setup.
What do you dislike about the product?
The initial setup was a bit frustrating.
What problems is the product solving and how is that benefiting you?
We are able to route tickets in REAL Time.
this is a great system for in house support
What do you like best about the product?
the ability for user to send a ticket via SMS
What do you dislike about the product?
i would like to see a more tiered cost model for users/admins and helpdesk support people.
What problems is the product solving and how is that benefiting you?
using inhouse support
Reliable and Effective Support Platform
What do you like best about the product?
Zendesk Support Suite offers a clear, intuitive interface that makes managing support tickets easy and efficient. The ability to track, prioritise, and collaborate on customer enquiries in one centralised platform greatly improves response times and service quality. Integration options and automation features also help streamline workflows and reduce manual tasks.
What do you dislike about the product?
Reporting is available; however, it is limited under our current plan. I would generally consider the functionality we require 'basic', but it would require upgrading to a higher plan to access.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralise and streamline customer support enquiries, ensuring no requests are missed or overlooked. It provides clear ticket tracking, team collaboration tools, and visibility over response times, which improves service consistency, accountability, and overall customer satisfaction.
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