Zendesk Suite
ZendeskExternal reviews
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One of the best CRM with Reports and Live Dashboards
What do you like best about the product?
One of the best crm tool so far. I have used others too but this is far better. Automated reports live dashboards and more.
What do you dislike about the product?
It has too much data for someone to process. It is overfeatured.
What problems is the product solving and how is that benefiting you?
All the emails are in one place now, plus trails. Side conversations and child ticket features are super handy, one page communication instead of filtering multiple emails.
Customizable Yet Sluggish at Times
What do you like best about the product?
I like that Zendesk for Customer Service is easy to customize and allows me to add apps, which is really beneficial. We can connect many of our internal tools to it, and we have the ability to add user info and direct links to user profiles directly through the Zendesk interface. There's also an app feature for generating coupons directly for the customer, and it was quite easy to onboard, which made the initial setup straightforward.
What do you dislike about the product?
At times, it starts to hang and is slow and often requires me to clean cache or restart the browser.
What problems is the product solving and how is that benefiting you?
I use Zendesk to manage and answer customer queries via tickets, messaging, and email.
Centralized Customer Support with Pricing Caveats
What do you like best about the product?
I like how Zendesk for Customer Service centralizes every customer interaction across email, chat, and social channels into one omnichannel inbox. It's their strongest feature with agents being able to see everything in one view. Ticket lifecycle and SLA management are well thought out, making our workflow smoother. The macros library is a great time-saver, cutting down repetitive answers, and the Help Center/Guide that doubles as a customer-facing knowledge base is really helpful. I also appreciate the wide range of integrations available in their marketplace. Setting up was relatively easy, and we had the team productive in about 2 weeks.
What do you dislike about the product?
Pricing is the main pain point, as plans get expensive fast and there are add-ons everywhere. The admin UI feels heavy and dated. Some reports require a higher Explore plan. Native chat (Messaging) lags behind specialized chat tools.
What problems is the product solving and how is that benefiting you?
Zendesk centralizes customer interactions, preventing lost tickets and ensuring clear ownership and SLAs. It automates repetitive responses and provides reporting without manual effort. Moving from a shared inbox to Zendesk improved our ticketing, automation, and reporting.
Easy for Everyone to Use, Minimal Onboarding Time
What do you like best about the product?
It’s easy for everyone to use, which means less time spent on onboarding.
What do you dislike about the product?
The free user guide that Zendesk offers isn’t very good. By “user guide,” I mean the feature where Zendesk lets you create and host your own user documentation within Zendesk.
What problems is the product solving and how is that benefiting you?
It gives us a straightforward way to track customer feature requests and bugs. The Slack integration is also a nice touch, and it makes it easy to notify all the relevant people.
Fun and creative learning experience!
What do you like best about the product?
I enjoy the macro ability to solve tickets with more efficiancy.
What do you dislike about the product?
I believe the review feature could be more complex and allow customers the ability to have more customization when it comes to leaving a review.
What problems is the product solving and how is that benefiting you?
Zendesk helps us organize all communications to come through one platform and prevents agents from having to email customers directly, which can not be measured.
Zendesk Keeps Every Customer Message in One Place with Strong Analytics and AI Replies
What do you like best about the product?
Zendesk is a ticketing solution, and it does it rather well. It consolidates all the messages of the customers, whether they are emails, chats or social media to a single inbox and so my team does not need to keep moving between the tabs to get the right conversation. It can also be easily visualized using built-in analytics dashboard to show ticket volume, average response time, and customer satisfaction scores. I also enjoy the fact that Zendesk AI is able to propose answers to agents on similar tickets that have been previously dealt with.
What do you dislike about the product?
The interface is functional, but it does not look the most modern. The design can be considered somewhat old-fashioned compared to the newer tools. It took us almost two weeks to get things in order. It would be good to have improved onboarding of new teams.
What problems is the product solving and how is that benefiting you?
Zendesk gathers all the messages of customers in a single location. There is no longer any jumping in and out of email, chat, and social media. It automates repetitive processes and thus agents conserve time. The AI takes care of frequently asked questions. Managers are able to follow up performance of the team using clear dashboards. Issues are identified and addressed quicker. In general, it streamlines customer service and reduces stress.
Efficient Customer Management, Needs UI Improvement
What do you like best about the product?
I really appreciate how Zendesk for Customer Service keeps everything organized in one place. Creating and managing tickets is straightforward, and it’s easy for me to follow each conversation without losing track of follow-ups or what needs to happen next. The interface feels clean and intuitive, which makes it approachable even if you’re using it for the first time. Overall, it helps my day-to-day work run more smoothly and feels a lot less stressful.
The features I get the most value from are the ticketing system, automation rules, and macros. The ticketing system keeps all customer interactions together, so I can track issues, keep the full context, and make sure nothing gets missed. The automation rules are especially helpful during busy hours because they can automatically assign or prioritize tickets, which saves me time when things get hectic and helps me stay on top of the queue. I also lean on macros for canned responses to common questions, so I can support multiple customers at once while keeping my replies consistent. On top of that, the initial setup felt smooth and easy, which made it simple to start using right away.
The features I get the most value from are the ticketing system, automation rules, and macros. The ticketing system keeps all customer interactions together, so I can track issues, keep the full context, and make sure nothing gets missed. The automation rules are especially helpful during busy hours because they can automatically assign or prioritize tickets, which saves me time when things get hectic and helps me stay on top of the queue. I also lean on macros for canned responses to common questions, so I can support multiple customers at once while keeping my replies consistent. On top of that, the initial setup felt smooth and easy, which made it simple to start using right away.
What do you dislike about the product?
One area I think could be improved is the interface, which can sometimes feel a bit cluttered—especially when I’m managing multiple customers or tickets at the same time. The reporting can also be confusing at times; I often have to put in extra effort to interpret the data clearly and then customise it so it works best for me.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps me keep customer queries organized so nothing gets overlooked. It also speeds up response times, which improves overall efficiency. The ticketing system, automation rules, and macros make it easier to manage interactions, automate routine tasks, and handle common questions in a smooth and consistent way. Overall, it makes my day-to-day work feel more structured, helps me stay on top of everything, and keeps the workload feeling less stressful.
Streamlined Conversations, Valuable Interaction History
What do you like best about the product?
I use Zendesk for Customer Service for tickets related to customer support and tech support. I find it makes it easy to have a trail of history and see all customer interactions. I like how streamlined it makes conversations. I really value the history and the notes.
What do you dislike about the product?
I find it challenging to have easier customization access for users other than admin.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service for its easy trail of history and customer interaction tracking. It streamlines conversations and I value having the history and notes.
Decent CRM with Plenty of Optional Upgrades
What do you like best about the product?
Decent CRM with lots of optional upgrades.
What do you dislike about the product?
I would love to see more robust options for exporting and analyzing data.
What problems is the product solving and how is that benefiting you?
All in one, easy to use point of contact for our customers.
Easy to Connect with Our App Ecosystem
What do you like best about the product?
It was very easy to connect with our app ecosystem.
What do you dislike about the product?
It's expensive and currently doesn't allow 3P integrations that we need
What problems is the product solving and how is that benefiting you?
CS for all the whitelabel solutions that we deploy to our clients
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