Zendesk Suite
ZendeskExternal reviews
6,783 reviews
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A Product I Love
What do you like best about the product?
All information is gather in one place and it's easy to look up and check messages.
What do you dislike about the product?
when copying people from outside of the origanzation.
What problems is the product solving and how is that benefiting you?
When copying people outside of the system, it gets confusing sometimes.
User-Friendly Zendesk That Streamlines Support with Fast, Straightforward Reporting
What do you like best about the product?
Zendesk is very user-friendly and easy to navigate, which makes day-to-day customer support much more efficient. It’s especially great for reporting, as pulling metrics is straightforward and quick. I also find it very easy to build and customize forms, macros, and triggers, which helps streamline workflows and improve overall productivity.
What do you dislike about the product?
One downside of Zendesk is that reporting can feel limited without advanced setup, especially for more complex or custom metrics. It can also be a bit challenging to manage and troubleshoot triggers or automations at scale, as they can become hard to track. Additionally, some features are not very intuitive at first and may require extra time or documentation to fully understand.
What problems is the product solving and how is that benefiting you?
Zendesk helps keep everything in one place, so it’s a lot easier to track and manage tickets without things getting lost. It solves the issue of scattered communication by organizing everything into queues and workflows. For me, it saves time and makes it easier to respond faster. Things like macros, triggers, and forms also help a lot with repetitive work and keep responses consistent, so I can focus more on the cases that actually need attention.
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What do you like best about the product?
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What do you dislike about the product?
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What problems is the product solving and how is that benefiting you?
This tool allows us to effectively share data and coms with our clients effectively. We can track KPI's but also our client health through this platform alone. The automations and analytics make management a breeze.
Clean UI/UX
What do you like best about the product?
It's well-designed and allows you to automate your Help Desk services.
What do you dislike about the product?
Reporting is so confusing we rely on GPT for assistance, and often still don't use it, though we have a lot of data we need to get out. Our reps don't like that it doesn't auto-refresh.
What problems is the product solving and how is that benefiting you?
Respond to customer issues. The knowledge base is helpful too.
Easy to Use Ticketing System
What do you like best about the product?
What I like most is how easy it is to use. It doesn’t require much training for my end users, which makes adoption straightforward. There is some background setup needed to tailor Zendesk to your needs, but once that’s done, it becomes a comprehensive system.
What do you dislike about the product?
There’s a bit of a learning curve with some of the ancillary products, such as the reporting module.
What problems is the product solving and how is that benefiting you?
Our customer service is our trademark. To maintain those standards, we needed a platform that could handle the high volume of customer service traffic we receive. Zendesk has proven to be the right solution for keeping track of all requests and making sure nothing gets missed. Our customers appreciate the prompt replies and the way their issues are handled.
Excellent CRM, easy to setup
What do you like best about the product?
Zendesk is a product we have used for a long time. It's been on the market for a long time, which means is stable, reputable and feature rich. Lot's of customisation possible for a wide use case.
What do you dislike about the product?
Lot's of feature but setup can be a little complex. It is easy enough if you have used other CRMs or if you are tech savvy. But I can tell there's a lot of effort to make the platform simpler and more streamlined, which a massive bonus since it's a reputable product.
What problems is the product solving and how is that benefiting you?
Helps me provide support to my customer base and gain insight into our customer service and support usage.
Centralized, Efficient Ticketing That Helps Teams Deliver Faster Support
What do you like best about the product?
Is how it centralizes customer conversations and makes ticket management more organized and efficient. It helps agents stay on top of requests, collaborate more easily, and deliver faster, more consistent support.
What do you dislike about the product?
It can sometimes feel overly complex, especially when managing workflows, automations, or customizations. While it’s powerful, there can be a learning curve for agents who only need a simpler, more streamlined support setup.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of scattered customer communications and inefficient ticket handling. It helps us keep all support requests organized in one place, improve response and resolution times, and maintain more consistent service.
Zen Flexibility
What do you like best about the product?
We've been able over the years to perfectly align Zendesk to our customer processes, so it's been so much more than a way of answering customer questions. The software never sits still and is always opening up new possibilities for us.
What do you dislike about the product?
The software never sits still. For a small team sometimes it's difficult to keep up with all the developments.
What problems is the product solving and how is that benefiting you?
Supplying made-to-order outdoor furniture can be complex with constantly moving goalposts and a short season. Zendesk helps us keep on top of the growth in our business
Great way to support our customers!
What do you like best about the product?
We’ve been using Zendesk for user support for a couple years now. It’s been a good platform for managing our users and their support needs. The ticketing system is reliable and helps keep everything organised, especially when handling a high volume of tickets. The interface is fairly intuitive. We find the macros to be really helpful for improving response times and simplifying our responses, since we tend to say the same thing a lot. There is a bit of a learning curve when setting everything up but once we got set up we've found it easy to use and maintain. We also use the knowledge base option to write help articles and have a help centre so that when our users have the same questions over and over we can direct them there for self-help.
What do you dislike about the product?
The different price tiers can be frustrating. As is the fact that we have to pay for more than one login, even though we already pay for the service. There should be unlimited users with a paid service.
What problems is the product solving and how is that benefiting you?
Zendesk allows our users to reach out to us when they need help. The ticketing system keeps everything organized and ensures that only one person is replying to each ticket at a time as we can solve it when we are done with it.
Enjoying the fetures we can build for ZD
What do you like best about the product?
We’re building our own apps within the Zendesk ecosystem to help us provide support more efficiently.
What do you dislike about the product?
I would say the only thing we dislike is the use of AI features are behind paywalls, I think some features should be free.
What problems is the product solving and how is that benefiting you?
It allows us to contact our players and provide them with the best possible support.
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