Zendesk Streamlines Support with Flexible Automation and Clear Reporting
What do you like best about the product?
Zendesk makes handling customer support feel organized and manageable, even when ticket volume is high. Everything emails, chats and customer history is available in one place, which makes responding faster and more consistent. What i like most is how flexible and scalable it is. Automation macros, and clear workflows save a lot of time, and the reporting helps teams understand where improvements are needed. Overall it makes customer service smoother, more efficient and less chaotic for both agents and customer
What do you dislike about the product?
Zendesk can feel a bit overwhelming at first because there are so many features and configuration options. It takes time to set up properly and can be confusing for new users. another thing is pricing, many useful features and integrations are locked behind higher plans, which can e tough for smaller teams. also when ticket volume is high the interface can feel slightly cluttered. i
What problems is the product solving and how is that benefiting you?
Zendesk solves common problem of managing customer support across different channels without losing track of conversations. instead of juggling emails, chats social messages and support tickets separately everything get brought into one organized system. This helps reduce confusion and ensured that no customer request gets forgotten or duplicated. For me this is beneficial because it keeps all customer interactions clear and easy to follow. Automated workflows, tagging and prioritization help me respond faster, stay on top of pending issues, and spend less time on repetitive tasks, It also gives better visibility into what customers need, so i can make smarter decisions and improve the overall support experience. it makes day to day support work less chaotic and more efficient.
Super Easy to Use with User-Friendly Reporting Suites
What do you like best about the product?
It’s super easy to use and the reporting suites set up are user friendly
What do you dislike about the product?
The dashboards are very labour intensive to change
What problems is the product solving and how is that benefiting you?
Am easy to use unified crm platform which can be owned and managed with a pass thru cost
Chat page and Email page interface
What do you like best about the product?
Zendesk chat page and email page opens on two different pages and has different interface and it is a really good thing. Also runs quite smoothly which makes switching task quite easy. As soneone who has used 5 different software for support I find Zendesk the best because it helps me do everything in a blink without lagging.
What do you dislike about the product?
Zendesk doesnt provide data segregation that good.
What problems is the product solving and how is that benefiting you?
Zendesk helps me manage customer queries efficiently by keeping chat and email conversations organized in one place. It improves response time, tracking, and collaboration, making it easier to resolve issues accurately and maintain a smooth customer experience. Also, I can track my performace very fast and accurately.
Clean Interface and Easy Automation Make Zendesk Stand Out
What do you like best about the product?
Clean interface is the best part of zendesk and easy to understand and the automation
What do you dislike about the product?
custamisation is not easy in this so that part i dont like in this
What problems is the product solving and how is that benefiting you?
we treat it as a centralized ticketing portal, store all the records and communication between the HD and the client easier to manage the workflow
Effortless, Secure, and Accessible Experience
What do you like best about the product?
Easy to use, secure and accessible, has all the needed features
What do you dislike about the product?
Can sometimes get confusing for first time users
What problems is the product solving and how is that benefiting you?
It is fully customizable, and puts all your customer service needs in one place, can be used for calls or live chats and saves you the hassle of multiple platforms
Centralized tenant and employee requests have improved efficiency and reduced processing chaos
What is our primary use case?
My main use case for Zendesk is for inquiries and requests from our tenants.
I use Zendesk to process inquiries and requests from our tenants by having them write to us via email addresses or via a web form on our website to create a ticket on various topics, such as statements, questions about rent arrears, complaints about their apartment, or repairs. These are then processed by our property managers. We have implemented several automations that automatically route the tickets to the right person, and we have also programmed our own app for Zendesk, which allows you to find the tenants' rental contracts.
I would also note that we use Zendesk internally in the company for IT-related issues or for issues in SAP, so the internal ticket system is used for employees as well. The employees themselves also work with Zendesk for the tenants' requests. I would particularly point out that we have integrated several external service providers into our ticket system, who then also have an account, so we do not have to send emails to these service providers. Instead, they can process our assignments, which we pass on to them, via Zendesk.
How has it helped my organization?
Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction. It is a lot of work to keep optimizing Zendesk because there is always a need for optimization, but in general, the tool ensures far less chaos.
For example, last year we introduced the feature that when tenants include their rental contract number in the email or enter their rental contract number in the web form, the ticket is automatically routed to the correct processor. This means fewer manual steps, tickets are left pending less often, and are forwarded directly to the right specialist.
What is most valuable?
The best features that Zendesk offers, in my opinion, include single sign-on, which is a very good feature so that you do not have to manage users' passwords. Additionally, it is relatively easy to create automations or to create macros or to customize Zendesk in such a way that it fits how you want to use it.
I would also add that I particularly value the open API interface, as it makes it possible to connect other tools or programs, for example our forms on the website, with Zendesk. With that, you can integrate Zendesk very effectively into your infrastructure, since it is very easy to exchange data with Zendesk.
What needs improvement?
In my opinion, Zendesk could be improved by offering even more out-of-the-box functions since you are sometimes restricted when creating macros or automations. What also bothers me is that users cannot turn email notifications on or off themselves or adjust them, but this can only be specified by the admin. Additionally, there are really only two roles, namely the agent and the admin, and some functions are only available with an admin account which is not ideal for a large company where you do not want to give everyone an admin account. I would prefer the option to create more roles and adapt them to your use cases.
I would also mention that the Zendesk app on iOS is not very good. It is functional, but it is not enjoyable to work with it on mobile, and the apps that you have programmed yourself or added are not supported there either, which makes it more difficult to integrate workers who work on the move or are out in the field.
For how long have I used the solution?
I have been using Zendesk for a total of three years.
What other advice do I have?
I do not have any other improvements I would like for Zendesk. I would rate this product an eight out of ten overall.
Beginner-Friendly UI and Powerful Automation Workflows
What do you like best about the product?
What I like is its automation workflow and its beginner-friendly UI
What do you dislike about the product?
As of now i dont see any issue in zendesk while using.
What problems is the product solving and how is that benefiting you?
I faced one issue for ticket tracking that has been resolved by using the AI agent,
Best CRM for Ticket Management with Outstanding Support
What do you like best about the product?
Zendesk is best crm for ticket mangement i can use it majory to see the status of my current ticket
What do you dislike about the product?
Some times there is bugs in UI but their support system was amazing
What problems is the product solving and how is that benefiting you?
Helps in ticket sorting also helps to schedule my time their is built in feture for timetable mangement also thier is live ticketing system through which it helps to detect on which ticket i had take more time to solve it
Structured, Reliable, and Scalable Customer Support Platform
What do you like best about the product?
What I like best about Zendesk for customer service is how structured and reliable it is for handling customer issues at scale. When many tickets are coming in from email, chat, or web forms, Zendesk keeps everything organized in one place; nothing gets lost, and every conversation has a clear history. Another thing I really like is how mature and stable the platform feels. It's clearly built for real production use. Once workflows are set up, things run smoothly without constant babysitting. From a backend developer's point of view, the APIs and integration are a big plus. Zendesk works well with internal tools, CRM, and databases. I can sync tickets, users, and events with our backend system without hacks. I also like the automation and triggers. Tickets can be routed, tagged, proportioned, and escalated automatically. This reduces manual work for the support team and keeps response times consistent.
What do you dislike about the product?
One thing I dislike about Zendesk is that it can become expensive as the team grows. Adding agents and advanced features increases costs quickly, which can be hard for startups or smaller teams. Another downside is that configuration can get complex. Triggers, automations, views, and workflows are powerful, but over time they become difficult to manage if not documented well. The UI, while functional, can feel heavy and slow when handling a large number of tickets. It's not always the fastest experience for agents. Customization also has limits; while Zendesk covers most use cases, very specific workflows sometimes require workarounds or custom apps.
What problems is the product solving and how is that benefiting you?
Zendesk for customer service solves the problem of chaotic and unscalable customer support. Without a dedicated system, customer messages come from everywhere—emails, contact forms, and chats—and it becomes impossible to track who responded, what was promised, or what is still pending. Zendesk centralizes all communication into structured tickets, which bring order to the chaos. It also solves the problem of missed or delayed responses. With SLA automations and priority rules, tickets are handled on time. This directly improves customer satisfaction and reduces frustration on both sides. From a backend developer perspective, Zendesk helps bridge the gap between support and engineering. Tickets can be enriched with logs, user IDs, metadata, and links to internal systems. This makes debugging real customer issues much faster and more accurate. Another big benefit is visibility and accountability. I can clearly see ticket volume, response time, backlog, and team performance. It helps make better decisions about staffing, product improvements, and system stability. Zendesk also reduces context switching. Support teams don't need to jump between tools, and developers don't need to chase information. Everything related to an issue lives in one place. It improves customer communication quality. Canned responses, macros, and templates ensure consistent and clear replies even when multiple agents are involved. Zendesk also helps with scalability. As the product grows and the user base increases, Zendesk can handle higher ticket volumes without changing the support process or tools. Another important benefit is the feedback loop to product development, repeated issues, bug reports, or feature requests are visible in Zendesk data. This helps the engineering and product teams prioritize real user pain points instead of guessing. So Zendesk benefits me by making support organized, measurable, and tightly connected to the product and backend system. It reduces noise, improves response quality, and helps teams work together more effectively in production environments.
Keeps Us Organized and Productive with a Clean, User-Friendly Interface
What do you like best about the product?
Zendesk is great because it keeps all customer messages in one place, making it easy to stay organized. And I really like how simple it is to track tickets and reposdone to the customer quickly. I also like the interface; it is clean, which helps my team to stay productive throughout the day without getting confused.
What do you dislike about the product?
I noticed that the main downside is that some of the advanced settings can be hard to find and take time to learn. Also, if you want to add extra features or more users, the cost can start to get expensive for a smaller business. I also experience that sometimes reporting tools feel a bit limited unless you upgrade.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service - Ac solves my problem of scattered customer messages by bringing every interaction into one easy-to-manage inbox. This benefits me by speeding up my response times and allowing us to help more customers without needing a larger team.
