Zendesk Suite
ZendeskExternal reviews
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Intuitive Setup with Strong Customer Interaction Features
What do you like best about the product?
I think the basic functions of the customer support tool are really intuitive. I've been using it for years with other companies. I feel like the setup process is actually pretty easy and intuitive, having set it up twice now for two different companies. I also appreciate utilizing the macros and reporting tools, which are probably the most common features I use as the customer experience manager. It integrates well with Shopify, which allows us to access customer order details quickly. Our agents use all of the other support features directly on a daily basis.
What do you dislike about the product?
I think Zendesk is adding a lot of new features, especially with all of the AI integrations and their copilot. I think that the way that they are set up is a little burdensome to actually onboard.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service solves our communication challenges by allowing agents in The Philippines to interact directly with customers through a unified portal, tracking various case types and channels, and integrates with Shopify for quick access to order details.
Good Product
What do you like best about the product?
Zendesk is easy to use and straightforward, and it’s also simple to train new agents on. I also appreciate that Zendesk is always making improvements.
What do you dislike about the product?
I wish there were more pricing platform options.
What problems is the product solving and how is that benefiting you?
Quick and effective responses to customers.
Great tool for customer support at our company
What do you like best about the product?
Zendesk helps us manage customer support efficiently across multiple channels in one platform. It is easy to use, reliable, and gives our team a clear overview of all customer interactions and ticket statuses.
What do you dislike about the product?
Some advanced features and automations can be difficult to configure, and pricing can become relatively high when scaling the support team or adding extra functionalities.
What problems is the product solving and how is that benefiting you?
Getting clients questions answered in a proper way with personal touch
Great for Customer Service
What do you like best about the product?
What I like best about Zendesk for Customer Service is how it helps our Kenmore appliance support team manage all customer interactions in one place. It makes it easy to track service requests, respond quickly to customers, and keep communication organized across chat, email, and phone support. The automation and ticketing features improve response times and help our agents provide a smoother customer experience. The reporting tools also give valuable insights that help us improve service quality and customer satisfaction.
What do you dislike about the product?
One downside of Zendesk for Customer Service is that some features can feel complex and require additional training for new agents. Customizing workflows and reports can also take time, especially for larger support teams. In some cases, system performance may slow down when handling a high volume of tickets, and certain advanced features are only available in higher-priced plans.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps our Kenmore appliance support team solve the challenge of managing a large volume of customer inquiries efficiently. It centralizes customer communication, service tickets, and follow-ups in one platform, which improves response times and keeps cases organized. This benefits our team by increasing agent productivity, reducing missed or delayed requests, and providing customers with a more consistent and positive support experience.
Unified Workspace That Streamlines Every Customer Interaction
What do you like best about the product?
It consolidates customer interactions from email, chat, social media, and phone into a single, unified workspace, making it easier to manage everything in one place.
What do you dislike about the product?
the "sticker price" is rarely what you actually end up paying. While the per-agent model seems straightforward, it scales quickly and hides several variables that make budgeting difficult.
What problems is the product solving and how is that benefiting you?
It solves the problem of “channel switching” by bringing email, chat, phone, and social media together in one unified workspace. The main benefit is that no ticket falls through the cracks, and agents can work significantly faster as a result.
Clear Ticket View Makes Customer Support Easier
What do you like best about the product?
I like how Zendesk gives a clear view of each ticket, so it is easier to understand the customer’s issue and provide the right support.
What do you dislike about the product?
Sometimes Zendesk can feel a bit overwhelming because there are many features and settings to manage.
What problems is the product solving and how is that benefiting you?
It helps reduce confusion by keeping tickets, customer details, and communication history together. This benefits us by making support more efficient.
Easy Dashboards That Keep Open Tickets on Track
What do you like best about the product?
Help track all open tickets and resolve them. Also easy to use dashboards.
What do you dislike about the product?
Some tickets get into the suspended folder and will not notify till you open them
What problems is the product solving and how is that benefiting you?
Tracking all open tickets and replying to customers within the SLA set by the business. Reports help us track the open/closed tickets monthly.
Adaptable Zendesk Workflows with a Unified Dashboard Across Support Teams
What do you like best about the product?
I like how adaptable Zendesk is. With constant change within our teams and processes it's nice to also be able to constantly refine Zendesk to build out our ultimate workflows. We have integrated Zendesk within all of support teams and having one unified dashboard for all of our different groups makes keeping informed simple.
What do you dislike about the product?
I dislike that Zendesk doesn't have a good way to encrypt a groups documents within Zendesk. We exchange confidential documents within Zendesk and it would be nice to have a secure group within the software. We have to send any confidential document outside of Zendesk and then share to Zendesk to redact.
What problems is the product solving and how is that benefiting you?
Zendesk allows our teams to all work under one unified dashboard even though our functionalities are nowhere near the same. The simplicity to move a ticket from one group to another for processing is wonderful.
Easy Multi-Inbox Ticket Management and Assignment
What do you like best about the product?
It’s easy to manage multiple inboxes, assign tickets, keep track of different status of tickets etc.
What do you dislike about the product?
Wish i could unsend a message, wish it was easier to send mass emails
What problems is the product solving and how is that benefiting you?
Not sure
Simple, Intuitive UI That’s Easy to Learn
What do you like best about the product?
The UI is simple, and the UX flow is easy to use, so even a new user can adapt quickly.
What do you dislike about the product?
Their customer support experience isn’t good, and it’s hard to reach a real person.
What problems is the product solving and how is that benefiting you?
We use it for CXO, integrated with Jira and Slack. And its very easy to use and implementation is easy due to availability of third party add ons
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