Zendesk Suite

What do you like best about the product?

I believe Zendesk offers a strong customer service package for organisations that are starting to set up a customer service portal, and it also makes it easy for users to build on and expand it over time.

What do you dislike about the product?

As a technical user, I was able to adjust the knowledge base and the AI agent setup pretty easily on my own. However, I can see how getting started might feel a bit daunting for non-technical users or admins.

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

It allows us to host a versioned knowledge base for our software, provide self-service help for our end users, and offer a helpdesk for cases where they need agent assistance.

What do you like best about the product?

What I like best about Zendesk is how customizable it is. It allows you to create your own workflows, ticket views, and automations to match your team's processes. The custom reporting features also make it easy to track performance and gain insights into support operations. This flexibility helps streamline day to day support and makes it easier to manage customer conversations efficiently.

What do you dislike about the product?

One downside is that some of the more advanced features, such as creating workflows, automations, and other custom configurations, can be a bit complex for non technical users. There is a learning curve, and it may take some time to understand how everything works. However, once you become familiar with the platform, the flexibility and customization options make the effort worthwhile.

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

Zendesk helps us manage customer inquiries in one place, automate repetitive tasks, and track support performance. This has improved our response times, made collaboration easier, and helped us provide a better customer experience.

What do you like best about the product?

It makes contacting customers more accessible, and creates a well organised platform.

What do you dislike about the product?

We can't edit messages in case we did a typo.

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

Its a very organised ecosystem which creates time management for solving tickets

What do you like best about the product?

Allows our support team to have simultaneous access to multiple tickets at the same time.

What do you dislike about the product?

At this stage, I have witnessed any glitches or time consuming challenges with Zendesk.

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

Zendesk has solved the problem of customers sending emails, and then having to wait for a response from an individual support agent. This has helped our team to be able to see individual-addressed messages, and then reply to the messages on the "absent" individual's behalf.

What do you like best about the product?

I like the ability to set up various views and inboxes. Macro's, forms and tags are also super helpful to us. The reporting functionality is great for us to report on performance, sentiment and enquiry type to the wider team.

What do you dislike about the product?

Customer service - it feel very robotic, I often ask for a question just to be sent a link to an article. I prefer a more personal help option.

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

Helping to automate responses and build up our knowledge database.

What do you like best about the product?

We use Zendesk for the customer support team and it has great features to keep track of all of our customer tickets.

What do you dislike about the product?

Integration to our data warehouses could be better, ticket body goes through our ELT tool just fine but we have to go through a manual process to backup all the attachments.

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

Unifying all channels (phone, email, automated through our app), ticket assignment for agents. With these we have a good idea for the number of tickets we receive in total across all channels as well as who takes care of them.

What do you like best about the product?

It’s easy to use, and all the required information is right at my fingertips.

What do you dislike about the product?

It could integrate more policy information, and it would be helpful if leaving notes were easier.

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

It’s been a real benefit for me because when customers call in, I can just click a button and most of their information shows up right away.

What do you like best about the product?

There's not much that this software can't handle, and they are releasing upgrades and there are third-party plugin being added all of the time, which puts them far beyond any other platform in terms of usability.

What do you dislike about the product?

My issues mainly stem from the assumption being made by the makers of Zendesk, that every company using their software, seemingly has teams of people using it. We are a very small company, and do not have agents working around the clock, or team members that can be dedicated to a singular function. Unfortunately, due to our small size, some of the functions we need, Zendesk can not solve for because the built in assumption is that we have agents. We love the software, but sometimes it's frustrating to pay for so many functions that we can't use, and still not have some of the options we need for a small team.

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

It provides an easy way of providing a knowledge center for our users, customized ticket forms for our users, and analytics about our service tickets. Ease of use for our end users, as well as easy reporting for upper management in a centralized system, makes Zendesk a great solution.

What do you like best about the product?

Zendesk is very good—comfortable to use—and the customer service team is understanding.

What do you dislike about the product?

From my point of view, there’s nothing to dislike.

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

Zendesk for Customer Service* basically solves the "everything is messy" problem when a company has to talk to hundreds of customers every day.

What do you like best about the product?

What I like most is that it gives me a single place to manage all my internal IT requests. Whether I’m reporting an issue with my laptop, requesting software access, or asking for new hardware while working from home, everything is tracked through a ticket, so I always know where things stand.

I also appreciate being able to check the status of my requests without having to follow up with the IT team over chat or email. If they need more information, they can leave a comment on the ticket and I can reply right there. Keeping the entire conversation in one place makes it much easier to follow.

The interface is simple and doesn’t take long to learn. Creating a ticket is straightforward, and I can easily look back at previous requests whenever I need to confirm what was done or when something was approved.

Overall, it has made working with the IT team much smoother. Instead of wondering whether a request was received or who is handling it, I can just open the ticket and see the latest update.

What do you dislike about the product?

I don’t have any major complaints, but there are a few small areas that could be improved. At times, it isn’t immediately clear who is currently handling a ticket or when I should expect the next update, especially if the request has been sitting for a while. In those situations, I usually end up waiting until someone from the IT team responds.

I’ve also noticed that when a ticket has several comments, it can take a bit of scrolling to find a specific update. It would be helpful if important status changes or the most recent updates were easier to spot at a glance.

Aside from that, the overall experience has been smooth. Submitting requests is straightforward, tracking progress is easy, and having everything in one place is a big improvement over managing requests through emails or chat messages.

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

It’s made managing internal IT requests much easier, without having to rely on emails or chat messages. Whenever I have an issue with my laptop, need access to software, or want to request new hardware, I can raise a ticket and feel confident it’s been logged properly, rather than wondering whether someone has seen my message.

The biggest benefit for me is being able to track a request from start to finish. I can see when it’s assigned, whether the IT team needs more information, and when it’s resolved, all in one place. That visibility saves me from repeatedly following up just to get an update.

I also like having a clear history of my previous requests. If I need to refer back to an older issue or check when something was approved or completed, it’s easy to find. Overall, it’s made communication with the IT team more organized, reduced back-and-forth, and helped issues and requests get resolved in a more structured way.