Zendesk Suite
ZendeskExternal reviews
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Great ticketing system with smooth integrations
What do you like best about the product?
It works really well with other business tools, and the ticket routing automation makes handling customer inquiries much easier. I also like how the customizable workflows and macros save a lot of time on repetitive tasks. The reporting dashboard is clear and gives a good picture of how the support team is doing.
What do you dislike about the product?
The pricing can be a bit high for smaller teams, and setting everything up at the start takes quite a bit of work. Some of the more advanced features, like AI suggestions, are only available on the higher-tier plans. The mobile app could also use some upgrades to be more functional.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite makes customer support so much easier by putting all our communication channels into one inbox. No more juggling different platforms, which has really cut down on response times. The automated ticket routing and tagging make sure questions get to the right person fast, and the knowledge base helps customers find answers on their own. Since we started using it, our customer satisfaction has gone up and our support team’s workload has gone down.
Great company made the work much easier
What do you like best about the product?
It has made the work very easy, we are able to keep track and the UI is super easy to use, it has made our lot of work a second task
What do you dislike about the product?
No Nothing as of now all thing works well as expected and there customer team is really awesome
What problems is the product solving and how is that benefiting you?
It help us maintain the track of all the queries and help us to manage the client queries in a smooth way
Best Ticketing Software
What do you like best about the product?
Easy to use, implementation is great, customer support is impeccable. I use this software everyday with no problems.
What do you dislike about the product?
Some of the number of features is not available and integration sometimes runs into trouble.
What problems is the product solving and how is that benefiting you?
Clients can reach out easily through tickets and our team can sync to help customers and point them to the right department.
User-Friendly and Efficient Support Suite
What do you like best about the product?
One of the things I like best about Zendesk Support Suite is how intuitive and easy it is to use, even for new team members. The interface is clean and well-organized, which makes it simple to manage multiple conversations across channels like email, chat, and social media all in one place. The ticketing system is especially powerful—it helps us stay on top of customer requests, assign them efficiently, and track their progress without anything slipping through the cracks.
I also appreciate the automation features and macros, which save us a lot of time when handling repetitive tasks or responding to common queries. Plus, the reporting and analytics tools give us valuable insights into our performance, helping us improve our response times and overall customer satisfaction.
I also appreciate the automation features and macros, which save us a lot of time when handling repetitive tasks or responding to common queries. Plus, the reporting and analytics tools give us valuable insights into our performance, helping us improve our response times and overall customer satisfaction.
What do you dislike about the product?
While Zendesk Support Suite is a robust and reliable platform, there are a few areas that could be improved. At times, the admin settings can feel a bit complex or unintuitive, especially when setting up advanced workflows or automation rules—it takes some time to fully understand and configure them correctly.
Additionally, the reporting dashboards, while useful, could offer more customization options without needing to upgrade or use external tools like Explore. Occasionally, we've also experienced minor delays or syncing issues when handling high volumes of tickets across multiple channels.
That said, most of these challenges are manageable, and Zendesk regularly updates the platform, so we’re hopeful these areas will continue to improve over time.
Additionally, the reporting dashboards, while useful, could offer more customization options without needing to upgrade or use external tools like Explore. Occasionally, we've also experienced minor delays or syncing issues when handling high volumes of tickets across multiple channels.
That said, most of these challenges are manageable, and Zendesk regularly updates the platform, so we’re hopeful these areas will continue to improve over time.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer communications across multiple channels—like email, live chat, and social media—into a single, unified workspace. This solves the problem of scattered conversations and missed messages, allowing us to respond faster and more consistently.
It also helps streamline ticket management through features like automation, triggers, and macros, which reduces manual effort and ensures tickets are routed to the right teams efficiently. This has significantly improved our response times and overall team productivity.
Additionally, having access to built-in reporting and customer history gives us better visibility into ongoing issues and trends, helping us identify areas for improvement and deliver a more personalized support experience. Overall, it allows us to provide faster, more organized, and higher-quality support to our customers.
It also helps streamline ticket management through features like automation, triggers, and macros, which reduces manual effort and ensures tickets are routed to the right teams efficiently. This has significantly improved our response times and overall team productivity.
Additionally, having access to built-in reporting and customer history gives us better visibility into ongoing issues and trends, helping us identify areas for improvement and deliver a more personalized support experience. Overall, it allows us to provide faster, more organized, and higher-quality support to our customers.
Customer Service Enabler
What do you like best about the product?
It is most easy to use and lets me efficiently handle tickets
What do you dislike about the product?
In my opinion, i think there are no downsides to Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
Zendesk efficiently helps me to handle tickets, it helps me create and manage workflows all in all creating a personalized experience.
One of the best CRMs I've experienced
What do you like best about the product?
Zendesk is intuitive. Even an employee who is fresh to the workforce, would have no problems grasping the basics of Zendesk. The extensive features are incredible, makes organizing your workload and tickets so easy.
What do you dislike about the product?
Can't think of major downsides. Probably just pricing.
What problems is the product solving and how is that benefiting you?
Managing and merging tickets, makes it streamlined when a customer has multiple email threads. Also utilizing the knowledge base.
One-stop-shop for customer support
What do you like best about the product?
I like that Zendesk is user-friendly, customizable, and great for managing tickets efficiently, as well as communicating changes, steps taken everything done on the customer's account with other members of the team, avoiding duplicate work and adding more load of work to back office teams.
What do you dislike about the product?
What I dislike is that some features are locked behind higher-tier plans, depending on where you work and what package is available to work as a CSR. Also, as with any cloud-based CRM, lag and constant updates can be annoying.
What problems is the product solving and how is that benefiting you?
Zendesk helps centralize all customer interactions across multiple channels, making it easier to manage conversations without missing anything, which saves time and improves response consistency.
Reliable and Scalable
What do you like best about the product?
Zendesk Support Suite offers a clean and intuitive interface that makes it easy for both agents and admins to navigate. One of the biggest advantages is its multi-channel support, allowing us to manage emails, chats, and calls from one unified platform. The automation features, such as triggers and macros, help streamline repetitive workflows and boost efficiency. Reporting via Explore provides strong visibility into team performance, customer satisfaction, and ticket trends. Integration with other tools like slack is smooth, and customization options make it adaptable to various business needs.
What do you dislike about the product?
While Zendesk is generally user-friendly, some advanced reporting features in Explore can be difficult to configure without prior training. The platform also lacks more flexible options for SLA tracking across custom workflows, and the cost can become a concern as your team scales or as you need to add more advanced features. Additionally, some UI updates take time to roll out across all parts of the suite, which can create minor inconsistencies.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize and manage customer interactions across multiple channels (email, chat, phone) in one unified platform, which significantly reduces response times and improves operational efficiency. It enables better tracking of SLAs, agent performance, and customer satisfaction through its reporting tools.
Best ticketing tool
What do you like best about the product?
Zendesk is the best ticketing tool that we can use.
What do you dislike about the product?
Elongated procedure to get logged in and the interface gets laggy
What problems is the product solving and how is that benefiting you?
Nothing
Love Zendesk
What do you like best about the product?
Love the easy to use features available for the whole team
What do you dislike about the product?
No complaints so far. I would recommend being more available for more use.
What problems is the product solving and how is that benefiting you?
People bypass the chat function by selecting something else > other and their contact information saves under web user rather than their contact info
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