Zendesk Suite
ZendeskExternal reviews
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Efficient Omnichannel Support
What do you like best about the product?
The omnichannel ticketing system effectively centralizes all customer queries into one workspace.
What do you dislike about the product?
Advanced feature pricing is high, and the Explore reporting tool has a steep learning curve.
What problems is the product solving and how is that benefiting you?
It eliminates fragmented communication, significantly improving agent efficiency and response times.
Fast, Easy Interactions with Clear Communication and Smooth Handoffs
What do you like best about the product?
Fast, easy interactions. Even for issues that required escalation, there was clear communication between staff and a smooth handoff.
What do you dislike about the product?
As a former Oracle customer, I don’t have anything negative to add at this time. It’s nice dealing with a company that’s focused on customer service.
What problems is the product solving and how is that benefiting you?
For us, this is an easier-to-manage customer care application with generative AI that currently handles about 80% of our chat interactions. It helps our agents respond faster and makes customer interactions through the application smoother and easier overall.
Zendesk Stands Out: Easy to Use and a Dedicated Support Solution
What do you like best about the product?
I’ve used multiple support systems, but Zendesk stands out to me for its ease of use and the dedicated solution it provides.
What do you dislike about the product?
I don’t see much AI in the product, and I also don’t see clear customer enablement on their roadmap or a clear sense of where the solution is headed. I also miss the partnership-level relationship from them.
What problems is the product solving and how is that benefiting you?
We use Zendesk for all of our internal support and case management, including employee requests for IT and HR. For external-facing support, we use support cases from SF, mainly because we already use SF CRM. However, if Zendesk were readily integrated into the CRM, I would prefer to use it instead of SF support cases.
Easy to Use and More User-Friendly Than Our Last Solution
What do you like best about the product?
It's such an easy to use system and much user-friendly than our last solution.
What do you dislike about the product?
I have yet to find something I don't like. I like everything.
What problems is the product solving and how is that benefiting you?
It's helping our customers find answers they need in a quick manner via support articles.
Great variety of settings to customize the app
What do you like best about the product?
I like the variety of settings that the app offers to the user.
What do you dislike about the product?
The template our customer service team expresses that it could be better.
What problems is the product solving and how is that benefiting you?
Help to clear up doubts about our products and also contribute to the standardization of services.
Centralizes Customer Conversations with Powerful Automation at Scale
What do you like best about the product?
It centralizes all customer conversations (email, chat, social, etc.) into one system with strong automation, making it faster and easier for agents to resolve issues consistently at scale.
What do you dislike about the product?
Zendesk’s biggest drawbacks are its complexity and cost: it can feel overwhelming to set up and manage, especially for smaller teams, and many advanced features like analytics, automation, or AI require higher-tier plans or add-ons, making it expensive as you scale.
What problems is the product solving and how is that benefiting you?
It centralizes all customer interactions from email, chat, phone, social media, and messaging into one unified workspace so nothing slips through the cracks and agents don’t have to switch tools constantly, which speeds up response and resolution times. It automates repetitive tasks like ticket routing, responses, and prioritization so support teams can focus on meaningful work instead of manual busywork. It also provides a knowledge base and self-service options that help customers find answers on their own, reducing support volume. Finally, analytics and reporting give insight into performance trends and areas to improve, helping teams improve service quality and efficiency over time.
Easy to Use with Useful Features
What do you like best about the product?
Easy to use, usefull feature, user friendly
What do you dislike about the product?
Sometimes there is latency occurred, service delay
What problems is the product solving and how is that benefiting you?
Users day to day query
Cohesive, Smart, and User-Friendly—with Amazing Customer Support
What do you like best about the product?
Cohesive, very smart, easy to use once you understand it, very user friendly, and amazing vustomer support
What do you dislike about the product?
It is so helpful you might get overwhelmed by how inclusive it is.
What problems is the product solving and how is that benefiting you?
Made a very complex bureaucrtic and paper work dense procedures much easier to complete effectively in one place
Scalable Zendesk Automation That Keeps Support Organized and Fast
What do you like best about the product?
The best part of Zendesk is its scalability. Whether you're a team of two or two hundred, the automation and triggers keep things from falling through the cracks. It turns a messy inbox into an organized, searchable system that actually helps us provide faster support
What do you dislike about the product?
Zendesk feels like it was built for enterprises. For a smaller team, the setup complexity is overkill. We found ourselves paying for a lot of 'bloat' features we didn't need, while still struggling to get a simple, clean interface for our agents without hiring a consultant.
What problems is the product solving and how is that benefiting you?
Without a ticketing system, it’s easy for customer requests to get lost. Zendesk ensures every inquiry has a unique ticket ID and a clear owner.
Zendesk Streamlines Support with Flexible Automation and Clear Reporting
What do you like best about the product?
Zendesk makes handling customer support feel organized and manageable, even when ticket volume is high. Everything emails, chats and customer history is available in one place, which makes responding faster and more consistent. What i like most is how flexible and scalable it is. Automation macros, and clear workflows save a lot of time, and the reporting helps teams understand where improvements are needed. Overall it makes customer service smoother, more efficient and less chaotic for both agents and customer
What do you dislike about the product?
Zendesk can feel a bit overwhelming at first because there are so many features and configuration options. It takes time to set up properly and can be confusing for new users. another thing is pricing, many useful features and integrations are locked behind higher plans, which can e tough for smaller teams. also when ticket volume is high the interface can feel slightly cluttered. i
What problems is the product solving and how is that benefiting you?
Zendesk solves common problem of managing customer support across different channels without losing track of conversations. instead of juggling emails, chats social messages and support tickets separately everything get brought into one organized system. This helps reduce confusion and ensured that no customer request gets forgotten or duplicated. For me this is beneficial because it keeps all customer interactions clear and easy to follow. Automated workflows, tagging and prioritization help me respond faster, stay on top of pending issues, and spend less time on repetitive tasks, It also gives better visibility into what customers need, so i can make smarter decisions and improve the overall support experience. it makes day to day support work less chaotic and more efficient.
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