Zendesk Suite

What do you like best about the product?

After 13 years of operation, our business has invested in a new communications system to manage all inbound and outbound customer interactions, replacing our existing CRM system.

Although we’re still in the build phase, we’re excited to see how this will revolutionise the way we communicate with our thousands of customers. We expect it to help us improve and meet our KPIs and SLAs, but more importantly, to ensure the end user feels supported throughout every interaction. Zendesk truly seems to have thought of everything—from the ease of administering the back-end system, to building and integrating key features without needing development work, right through to setting up automations that help the team work efficiently.

Zendesk also shows a strong understanding of both sides: what it’s like to be an agent and the complexities that come with the role, while also ensuring the customer view is clear, well-defined, and thoughtful. So far, we’re really enjoying our new tool and can’t wait to continue the journey and see how it transforms our business and customer experience.

What do you dislike about the product?

My only piece of feedback here, while not wholly negative, is that it has been tough to navigate. If you’re not looking to fully integrate your suite of systems with Zendesk, you may struggle to ensure it fits with how you operate.

For example, we weren’t looking to integrate with Salesforce right away (maybe in V2). However, it quickly became clear that tickets were being routed to the wrong team. If you have multiple teams that may deal with a specific tag (depending on where someone is in their journey), getting the routing right can be a real challenge.

We have overcome this, but it perhaps highlights that there are a lot of complexities in the organisational structure of a service business, and there isn’t a one-size-fits-all approach. Zendesk hasn’t necessarily accounted for all of that in the out-of-the-box product.

What problems is the product solving and how is that benefiting you?

We’re still in the early stages, but I can already say this: the team’s hopes and dreams have come true. We know our job inside and out, and we understand the different situations we face with customers every day. We always knew how things could be improved, but our previous system just didn’t work in the way we needed it to. So far, Zendesk has ticked all of our boxes, and with launch only three weeks away, we’re not nervous—we’re genuinely excited.

What do you like best about the product?

I appreciate the way it tracks information, and the option to add both public notes and internal private notes. Those notes provide helpful context and insight when working toward resolving an issue.

What do you dislike about the product?

So far, I haven’t really discovered any downsides.

What problems is the product solving and how is that benefiting you?

We use it to track IT issues related to new-hire setups, terminations, access problems, and similar requests. It benefits us by serving as a reference manual we can look back on when we need solutions in the future.

What do you like best about the product?

AI Agents managed in conversation friendly way

What do you dislike about the product?

I haven’t used it long enough yet to dislike any of the features.

What problems is the product solving and how is that benefiting you?

Opening and closing tickets, and resolving interactions quickly, feels seamless and straightforward.

What do you like best about the product?

The added features that allow us to track trends in calls, gives us measurable metrics we can use to track how our customer service agents are doing as well as issues that customers have.

What do you dislike about the product?

There are some limitations such as not being able to put an out of office message on emails received in Zendesk when you are out.

What problems is the product solving and how is that benefiting you?

It allows our company to utilize multiple communication methods including chat and SMS as well as phone. It allows us to easily review past conversations and the AI options allow easy summarizations of calls which is saving time on putting in notes.

What do you like best about the product?

Zendesk makes it easy for customers to get help, with a simple experience across email, chat, and other channels. For our team, the Omni-channel Agent Workspace brings everything together in one place, making it easier to manage conversations and stay productive throughout the day. The platform is highly configurable, allowing us to tailor triggers and automations to suit our business, while the Quality Assurance feature has been invaluable for coaching and maintaining consistent service standards. It's a platform that continues to grow with us and has become an important part of our support operation.

What do you dislike about the product?

Every now and then, technical issues can take a little longer to troubleshoot simply because Zendesk offers so much functionality. Product updates could also be grouped into more meaningful regular releases, making it easier for administrators to keep up with new capabilities and confidently plan their adoption.

What problems is the product solving and how is that benefiting you?

Zendesk for Customer Service empowers end users to easily connect with our team through email, chat, and phone, making it simple to get help in the way that works best for them. On the other side, our agents have everything they need to deliver responsive, consistent, and genuinely helpful support.

What do you like best about the product?

Best part about Zendesk Customer service is its very easy to track all requests raised by clients at a single place and it helps us to save lot of time on repetitive tasks. Recently added AI feature suggest summaries and ticket routing to the correct team more efficiently.

What do you dislike about the product?

Maybe initial setup feels little complicated when you are new to platform though AI assistant helps us to navigate properly but some customization are still difficult to configure for smaller teams and might feel expensive for smaller setup.

What problems is the product solving and how is that benefiting you?

Zendesk helps us to manage client support requests on different channels more efficiently. And inbuilt AI workflow automation feature reduces all manual efforts but routing different tickets and suggestion to respective teams which helps us to resolve issues rapidly.

What do you like best about the product?

Easy to use and beginner-friendly, the information is readily available.

What do you dislike about the product?

I wish the web version had alerts that were as clear as those in the iPhone and Apple Watch versions.

What problems is the product solving and how is that benefiting you?

The system we used before contained all the customer's information, so much so that it was overwhelming; in Zendesk I control how much information is available

What do you like best about the product?

Its intuitive interface and efficient ticket management. It keeps conversation organized , make easy to track and prioritize requests.

What do you dislike about the product?

As per my experience one downside is that some advanced features require high-tier plans, which can increases the overall cost. Setup also takes time. While platform is powerful, new users may need some KT to use it.

What problems is the product solving and how is that benefiting you?

Zendesk helps us to manage customer requests from multiple channels in one place, reducing the chances of missing or duplicating tickets. Its automation features save time by routing and prioritizing requests, while the reporting tools help us to monitor team performer. As a result we have improved response times and delivered a better customer experience.

What do you like best about the product?

Its centralized ticketing system and reporting make it easier to manage customer request

What do you dislike about the product?

Reporting customization can feel limited without high tier plans

What problems is the product solving and how is that benefiting you?

Helps organize requests in one place and automate follow ups

What do you like best about the product?

visibility into support for patients and allows proper tracking against SLAs. Integration with Salesforce. AI agent and autonomous resolution capabilities, especially with the chatbot that is now live on our website.

What do you dislike about the product?

Ease of use with the AI agents... especially the advanced AI agent. seems difficult to stand up and need a lot of support from Zendesk resources. Should be more user friendly.

What problems is the product solving and how is that benefiting you?

Providing a platform for centralized support that includes tracking and consistency.