Zendesk Suite
ZendeskExternal reviews
6,637 reviews
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Does everything we need
What do you like best about the product?
Simple to use, unified interface for tickets and chat with customers
What do you dislike about the product?
Need to open a separate account with separate subscription for each of our business line
What problems is the product solving and how is that benefiting you?
Timely responses to customers
Perfectly encompasses all of our needs.
What do you like best about the product?
It really allows you to make it as simple or as complex as your needs dictate. We use Zendesk for a variety of business needs, and we have yet to really test the limits of its capabilities, which only leaves us room for growth and evolution.
What do you dislike about the product?
There are only a few downsides to Zendesk. Its lack of UI customization is somewhat of a pain point for us. We would love to be able to "dumb down" the UI for some of our users so that it is easier to navigate. And for others, we would like to have more options/data available to be used/seen. The other pain point we face is updating things like triggers and macros in bulk. Sometimes we need to just add an action in our macros in bulk like add tags, and instead of doing it individually macro by macro, it would be amazing if we could do those kinds of things in bulk, similar to how we can do that for tickets. The same goes for triggers, being able to update an action or a filter condition would be AMAZING.
What problems is the product solving and how is that benefiting you?
It is great for us in the fact that all of our support tools are consolidated into one platform. We used to use Salesforce, and we needed to use third-party phone systems and a help center managed in Intercom, but now it is all in one place, and it is a streamlined process for getting people trained.
Zendesk has been a go to for our operation
What do you like best about the product?
It allows me to easily message and respond to our clients via the intuitive platform. We also use Zendesk for our help center, which is incredibly easy to operate.
What do you dislike about the product?
Sometimes I am unable to log into the application from the normal login screen and I need to re-route to a different URL.
What problems is the product solving and how is that benefiting you?
Easily communicate with our customers to ensure quick responses to their questions/issues.
Zendesk Review – Strengths & Gaps
What do you like best about the product?
Agent Workspace is working well. Messaging chat is working
What do you dislike about the product?
Analytics lacks advanced capabilities such as SQL-based filters and more customization options. Reports are not coming completely
What problems is the product solving and how is that benefiting you?
Zendesk helps solve several key customer support challenges by centralizing and streamlining support operations.
Problems it solves:
Scattered communication channels: It brings email, chat, calls, and tickets into one unified platform.
Lack of visibility: Provides a clear view of ticket status, customer history, and agent activity.
Manual ticket handling: Automates ticket assignment, prioritization, and routing.
Inconsistent support quality: Enables standard responses, SLAs, and workflows.
Problems it solves:
Scattered communication channels: It brings email, chat, calls, and tickets into one unified platform.
Lack of visibility: Provides a clear view of ticket status, customer history, and agent activity.
Manual ticket handling: Automates ticket assignment, prioritization, and routing.
Inconsistent support quality: Enables standard responses, SLAs, and workflows.
Organized Email History That Makes Finding Anything Easy
What do you like best about the product?
We’re able to locate older emails from previous customers, and I really love how organized everything is. It makes it easy to find anything and everything we need whenever we need it.
What do you dislike about the product?
Calls sometimes drop, and our customer service number occasionally shows up as spam. Other than that, I haven’t had any issues.
What problems is the product solving and how is that benefiting you?
It helps us locate a problem customer or find hot items we need to do an exchange for. Everything stays in one place, so it’s easy for the whole team to quickly find the details.
using since 2011
What do you like best about the product?
Zendesk is a reliable and easy-to-use customer support platform that helps streamline communication across multiple channels. The interface is clean, and the automation tools save a lot of time when managing tickets. It integrates well with other systems and scales nicely as your business grows. Overall, it is a solid solution for improving customer service efficiency.
What do you dislike about the product?
Not been able to stop spam, lots of spam gets into Zendesk. Even if you suspend and or block the same user. Triggers are very difficult to set up to send out automatic replies, they have the placeholders and words to use but dont explain to you in an easy way how to execute when setting up triggers.
What problems is the product solving and how is that benefiting you?
keeping all tickets in the same thread, organised. Also can look up the same customer tickets over time. we use for customer contact.
Best Ticketing Platform out there
What do you like best about the product?
Service manaagement interface is incredible, customizable, and scaleable.
What do you dislike about the product?
Feels like it was industry standard 5 years ago but now in a field getting distrupted by innovaters, and still carrying that indstury standard sticker price.
What problems is the product solving and how is that benefiting you?
It doesn’t integrate well with Salesforce.
Easy to use, nice user experience, and very flexible
What do you like best about the product?
We've been using Zendesk for years and really like how user-friendly it is. The keyboard shortcuts make it really easy to move quickly through triaging tickets. It's fast, a great web app, and the APIs make it extremely extensible.
What do you dislike about the product?
I wish they would focus more on integration with other tools for things like AI and provide more flexibility there instead of trying to do everything themselves. For our use cases, it doesn't really work very well with the solutions that they are building natively.
Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare.
Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare.
What problems is the product solving and how is that benefiting you?
We run a service-based business, so we do all of our customer service tickets and tracking through Zendesk.
A Product I Love
What do you like best about the product?
All information is gather in one place and it's easy to look up and check messages.
What do you dislike about the product?
when copying people from outside of the origanzation.
What problems is the product solving and how is that benefiting you?
When copying people outside of the system, it gets confusing sometimes.
It works but requires a fair amount of customization (which has benefits too)
What do you like best about the product?
All the essential support ticket stuff is there. You have to dig in on automations and triggers but once you learn some tricks there you can get really good at it. AI agents are getting better every day, but you need a strong knowledge base to back them up. The knowledge base works pretty well too once you get the hang of it. Most everything can be done self service in app without requiring 3rd parties or IT unless you want to get really sophisticated, but I think that's changing quick with coding apps. I'm integrating lots of stuff now on my own, using the APIs a lot more, etc that previously I would have needed external support on.
What do you dislike about the product?
AI agent is actually starting to work but the pricing model for automated resolutions and how they determine automated resolutions is a pain point for all customers. Doesn't feel like we're being fairly billed. Also they are definitely gearing more and more resources towards omnichannel customers, so if you use it for use one or two channels you might not get as much from it.
What problems is the product solving and how is that benefiting you?
We handle over 10,000 tickets a year, have been able to automate 30-50% of ticket resolutions. Also heavily utilize knowledge base. The more we play with triggers, automations, etc the more we've found we could do to help our agents be more efficient. We've started experimenting with building our own custom apps too.
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