Zendesk Suite
ZendeskExternal reviews
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Great tool for customer support at our company
What do you like best about the product?
Zendesk helps us manage customer support efficiently across multiple channels in one platform. It is easy to use, reliable, and gives our team a clear overview of all customer interactions and ticket statuses.
What do you dislike about the product?
Some advanced features and automations can be difficult to configure, and pricing can become relatively high when scaling the support team or adding extra functionalities.
What problems is the product solving and how is that benefiting you?
Getting clients questions answered in a proper way with personal touch
Great for Customer Service
What do you like best about the product?
What I like best about Zendesk for Customer Service is how it helps our Kenmore appliance support team manage all customer interactions in one place. It makes it easy to track service requests, respond quickly to customers, and keep communication organized across chat, email, and phone support. The automation and ticketing features improve response times and help our agents provide a smoother customer experience. The reporting tools also give valuable insights that help us improve service quality and customer satisfaction.
What do you dislike about the product?
One downside of Zendesk for Customer Service is that some features can feel complex and require additional training for new agents. Customizing workflows and reports can also take time, especially for larger support teams. In some cases, system performance may slow down when handling a high volume of tickets, and certain advanced features are only available in higher-priced plans.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps our Kenmore appliance support team solve the challenge of managing a large volume of customer inquiries efficiently. It centralizes customer communication, service tickets, and follow-ups in one platform, which improves response times and keeps cases organized. This benefits our team by increasing agent productivity, reducing missed or delayed requests, and providing customers with a more consistent and positive support experience.
Accurate Customer Records and Agent Performance Tracking
What do you like best about the product?
Zendesk allows you to maintain accurate customer records and track communication over time.
What do you dislike about the product?
The application overall is extremely cumbersome which can lead to complicated and difficult training processes. Onboarding new agents takes an unusually lengthy amount of time.
What problems is the product solving and how is that benefiting you?
Mainly, Zendesk is an excellent tool for monitoring agent performance overall. You can easily track trends, identify outliers, and also correct course when needed.
Centralized Ticketing and Email Workflows, but the Interface Feels Outdated
What do you like best about the product?
Zendesk helped centralize customer support tickets. It also helped keep track of conversations and response history. It was useful for basic email workflows.
What do you dislike about the product?
The platform felt a bit outdated and less intuitive compared to other CS systems we looked at after Zendesk. Some workflows required too many clicks, and customization/integrations could be frustrating depending on the setup.
What problems is the product solving and how is that benefiting you?
Zendesk helped organize CS conversations and ticket history for a smaller customer base. It made it easier to manage incoming emails, track responses, and reduce missed customer inquiries.
Unified Workspace That Streamlines Every Customer Interaction
What do you like best about the product?
It consolidates customer interactions from email, chat, social media, and phone into a single, unified workspace, making it easier to manage everything in one place.
What do you dislike about the product?
the "sticker price" is rarely what you actually end up paying. While the per-agent model seems straightforward, it scales quickly and hides several variables that make budgeting difficult.
What problems is the product solving and how is that benefiting you?
It solves the problem of “channel switching” by bringing email, chat, phone, and social media together in one unified workspace. The main benefit is that no ticket falls through the cracks, and agents can work significantly faster as a result.
Clear Ticket View Makes Customer Support Easier
What do you like best about the product?
I like how Zendesk gives a clear view of each ticket, so it is easier to understand the customer’s issue and provide the right support.
What do you dislike about the product?
Sometimes Zendesk can feel a bit overwhelming because there are many features and settings to manage.
What problems is the product solving and how is that benefiting you?
It helps reduce confusion by keeping tickets, customer details, and communication history together. This benefits us by making support more efficient.
Easy Dashboards That Keep Open Tickets on Track
What do you like best about the product?
Help track all open tickets and resolve them. Also easy to use dashboards.
What do you dislike about the product?
Some tickets get into the suspended folder and will not notify till you open them
What problems is the product solving and how is that benefiting you?
Tracking all open tickets and replying to customers within the SLA set by the business. Reports help us track the open/closed tickets monthly.
Intuitive UI and Fast Ticketing with Macros, Tags, and Knowledge Site Articles
What do you like best about the product?
Intuitive UI allows for easy onboarding of new staff, and allows for both email and phone support in one place. Macros and tags make it simple to answer tickets quickly and find them when we need them, and the ability to pull Help Articles straight from our Knowledge Site is a huge help to our agents.
What do you dislike about the product?
The reporting tools are not as intuitive as the rest of the software
What problems is the product solving and how is that benefiting you?
Zendesk is the primary software we use for supporting our customers over email and the phone. As a result of using Zendesk, we have one of the fastest support teams in the industry.
Zendesk’s Macros and AI Assistant Make Message Refinement Easy
What do you like best about the product?
Macros and the AI assistant help me refine my messages.
What do you dislike about the product?
N/A I find the services provided by Zendesk satisfactory
What problems is the product solving and how is that benefiting you?
It helps us stay connected to our client tickets through chat, email, and phone calls, so we can keep up with conversations and follow-ups in one place.
Adaptable Zendesk Workflows with a Unified Dashboard Across Support Teams
What do you like best about the product?
I like how adaptable Zendesk is. With constant change within our teams and processes it's nice to also be able to constantly refine Zendesk to build out our ultimate workflows. We have integrated Zendesk within all of support teams and having one unified dashboard for all of our different groups makes keeping informed simple.
What do you dislike about the product?
I dislike that Zendesk doesn't have a good way to encrypt a groups documents within Zendesk. We exchange confidential documents within Zendesk and it would be nice to have a secure group within the software. We have to send any confidential document outside of Zendesk and then share to Zendesk to redact.
What problems is the product solving and how is that benefiting you?
Zendesk allows our teams to all work under one unified dashboard even though our functionalities are nowhere near the same. The simplicity to move a ticket from one group to another for processing is wonderful.
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