Zendesk Suite
ZendeskExternal reviews
6,634 reviews
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Quick, effective, and efficient
What do you like best about the product?
Easy to use and highly customizable to set up the way your business needs. Easy to navigate, and sort new tickets into categories with reports to show you how efficient you and your team are.
What do you dislike about the product?
We do not currently use this product anymore
What problems is the product solving and how is that benefiting you?
It is making sorting our emails easy and seamless, removing spam messages and making it easy to find any past correspondence with our customers.
Great tool for external (client-based) and internal (employees, management)
What do you like best about the product?
It's difficult for items to "slip through the cracks" when you are holding everyone accountable via the ticket system.
What do you dislike about the product?
I am a new user but I have not found anything I dislike so far!
What problems is the product solving and how is that benefiting you?
It's enabling us to see analytics surround response time and allows anyone in the company to pick up where someone else may have left off by housing all the client/internal communication related to projects/tasks in one place.
Best platform for Customer Experience
What do you like best about the product?
Reporting using customizable Explore Dashboards and Self Help portal.
What do you dislike about the product?
Answer bots can be more intelligent. However, we cannot expect more at that price point.
What problems is the product solving and how is that benefiting you?
Faster response times and quicker resolutions help improve customer experience.
It's a great platform.
What do you like best about the product?
To save time by returning to the tickets that come quickly with macros. With a simple and plain interface, it does not tire the eyes. Speeding up my work with the mobile application.
What do you dislike about the product?
Actually, there is nothing that I don't like. It is frustrating to re-open the recording with a comment from the other party only after the recording is closed.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite enables us, as an in-house IT department, to provide rapid support to our employees and provides rapid response to users. We can show performance to our managers with feedback information.
Very accommodating agents!
What do you like best about the product?
The agents are always ready to assist any concern!
What do you dislike about the product?
None - the agent was able to answer my question.
What problems is the product solving and how is that benefiting you?
Resolving spam emails
Professional customer advocate tool
What do you like best about the product?
Zendesk has a variety of features we like at our company:
1. Integration- the tool can be integrated with standard tools like social media platforms that help us communicate to clients from their favourite social media platforms from one zendesj, increasing customer support productivity. Mailchimp integration helps us to create and send campaigns to our subscribers from zendesk, and the integration with Trustpilot helps us to respond to reviews within the desk.
2. Customization; I like the possibility of customising and editing triggers. Customising the chat widget and customising custom support email using the DKIM and SPF records has given us total brand uniformity and a professional overview of our help centre using our custom URL.
1. Integration- the tool can be integrated with standard tools like social media platforms that help us communicate to clients from their favourite social media platforms from one zendesj, increasing customer support productivity. Mailchimp integration helps us to create and send campaigns to our subscribers from zendesk, and the integration with Trustpilot helps us to respond to reviews within the desk.
2. Customization; I like the possibility of customising and editing triggers. Customising the chat widget and customising custom support email using the DKIM and SPF records has given us total brand uniformity and a professional overview of our help centre using our custom URL.
What do you dislike about the product?
Though the tool is excellent, it is perfect for smaller enterprises with a good ROI. The smaller package of $49/month/agent, assuming you have ten operators, would mean $490/month, and this is so expensive to smaller businesses, yet you need to pay the operator independently.
The tool requires some technical skills to get everything right, like verifying DNS record for CNAME and SPF require little technical skills to get everything started and working out well which may need some extra additional cost if you do not in-house technician
The tool requires some technical skills to get everything right, like verifying DNS record for CNAME and SPF require little technical skills to get everything started and working out well which may need some extra additional cost if you do not in-house technician
What problems is the product solving and how is that benefiting you?
It was hard and time-consuming to respond to clients independently from different platforms. Integrating Zendesk with social media platforms like Facebook, Twitter, WhatsApp, email and Instagram saved us 8 hours we could use in responding to all inquiries. We are more productive as far as customer service is concerned. I use the insights, feedback, and rating to understand how to support operators working with clients for training purposes and create a report for our CEOs and senior support operator manager.
Customizinf, the tool like chat widget and emails, has given us a professional look because of brand uniformity and hence a more trusted brand to our clients, which improves sales and positive feedback from review sites
Customizinf, the tool like chat widget and emails, has given us a professional look because of brand uniformity and hence a more trusted brand to our clients, which improves sales and positive feedback from review sites
Head of Customer Support
What do you like best about the product?
Their new AI features are very handy. Kudos for that.
What do you dislike about the product?
AI now offers many capabilities to handle time-consuming agent tasks, so I’m looking at upgrades in this area and how their new features will integrate.
What problems is the product solving and how is that benefiting you?
It is easier to manage many tickets, go through the various threats, collect information (like mean response time) and finally, retrieve previous communications.
Great support on a holiday!
What do you like best about the product?
I liked the ease of being able to use the chat feature once I found it. It was simple, and the representative helping me resolved the issue promptly.
What do you dislike about the product?
I had previously emailed support, not knowing there was a chat option so I had many follow up requests trying to handle my issue that was was already resolved. Maybe have chat option as first line of resolve.
What problems is the product solving and how is that benefiting you?
The request was regarding closure of tickets on a holiday
Fantastic Ticket Management
What do you like best about the product?
Zen Desk's customization has continued to grow over the last few years, with far more modifications available, as well as AI integration which has been very useful.
What do you dislike about the product?
Support via email has gotten better, but again, returning phone support would be ideal.
What problems is the product solving and how is that benefiting you?
Organizing all IT related support requests.
easy to use. and Efficient
What do you like best about the product?
"Zendesk has evolved from a simple organization tool into a powerhouse of efficiency. With the new Agent Copilot, I no longer just manage queries; I resolve them faster using AI-powered summaries and suggested actions. The Intelligent Triage feature is a game-changer, automatically identifying customer intent and sentiment so I can prioritize urgent issues at a glance. It has transformed my workflow from reactive to proactive, ensuring every customer feels valued through smarter, automated interactions.
What do you dislike about the product?
While Zendesk remains a leader in centralizing communication, there is still room for improvement in post-submission flexibility. The inability to edit comments after they are posted remains a hurdle for correcting minor typos or formatting slips. Additionally, while Markdown support is excellent for internal organization, the email gateway still struggles with external formatting; it often fails to handle line wrapping and nested threads from customers' plain-text emails effectively. A more intelligent 'auto-formatting' layer for incoming emails would significantly reduce the manual effort needed to parse messy tickets.
What problems is the product solving and how is that benefiting you?
An all-in-one lead generation and customer service platform.
Chat, phone, email, and social media all in one place.
Provides a lot of customization options.
Robust integration with third-party applications and systems.
Supports multiple languages.
Chat, phone, email, and social media all in one place.
Provides a lot of customization options.
Robust integration with third-party applications and systems.
Supports multiple languages.
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