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“Streamlined Multichannel Support with Powerful Automation
What do you like best about the product?
Zendesk Support Suite offers a clean, intuitive interface that makes it easy for agents to manage tickets across multiple channels like email, chat, and social media. I especially appreciate the automation and workflow tools—macros, triggers, and SLAs—that streamline repetitive tasks and ensure we stay responsive to customer needs. The integration with our CRM and third-party apps is seamless, allowing for a centralized view of customer interactions. Zendesk’s robust reporting also helps us track key metrics and continuously improve our support operations.
What do you dislike about the product?
I didn’t have a great experience with Zendesk’s own support team. Whenever I reached out for help, instead of providing direct assistance or walking me through a solution, they often just sent links to help articles. It felt impersonal and frustrating—especially when I was dealing with urgent or complex issues that weren’t easily solved by a knowledge base article.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage all customer inquiries in one place, across email, live chat, and social media. This centralization has drastically improved our response times and reduced the chances of missing customer messages. The automation features—like ticket routing, SLAs, and canned responses—save our team time and help us stay consistent in how we handle requests. It’s also made it easier to monitor team performance and customer satisfaction through built-in reporting and CSAT surveys.
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Solid reliable platform.
What do you like best about the product?
It's solid and reliable and easy to use.
What do you dislike about the product?
The help centre feels limited vs using a platform like Confluence with help documentation.
What problems is the product solving and how is that benefiting you?
Having a platform to manage internal ICT help desk tickets.
Zendesk feedback
What do you like best about the product?
I like that you can retrieve previous conversations with customers which date back - This has been very handy to search earlier notes or essential information that is useful for solving tickets.
What do you dislike about the product?
I dislike the way images and files are attached to the "tickets" It is sometimes difficult to retrieve images attached to the emails.
What problems is the product solving and how is that benefiting you?
Creating/deleting users, filtering inquiries into categories (Ticket Type) - has been beneficial to understand the type of inquiries we are receiving.
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?
The handling of 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 being neglected. 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 use Intercom for our chat. I wish Zendesk would improve in this area so that we can use Zendesk for both ticket and chat support again.
What problems is the product solving and how is that benefiting you?
Our customers create ticket requests when there are problems with our products. We use Zendesk to respond to them 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
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