Zendesk Suite

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.

What do you like best about the product?

I like the user friendly interface and powerful automation of Zendesk. It consolidates all customer interactions, making support more efficient and improving response times.

What do you dislike about the product?

Zendesk’s price can go up quite a bit with premium features. New users also have a learning curve for advanced customization and initial setup.

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

With Zendesk for Customer Service we centralize and track support requests from healthcare professionals, researchers, students and other stakeholders on a single platform.

What do you like best about the product?

What I like most about Zendesk is its unified workspace for managing customer support across multiple channels. It brings email, live chat, social media, phone, and messaging into a single interface, making it much easier to track conversations and deliver consistent support. Omnichannel support that centralizes customer interactions in one place. Powerful ticket management with automation, routing, and SLA tracking. AI-powered features for automating responses and assisting support agents. Comprehensive reporting and analytics to monitor team performance and customer satisfaction. Extensive integrations with CRM systems and third-party business applications. For me, the most valuable feature is the automation engine. Automated ticket routing, triggers, and macros reduce repetitive work, helping support teams respond faster and maintain consistent service quality. The biggest benefit is improved customer support efficiency. Zendesk streamlines ticket management, reduces manual effort, and enables teams to resolve customer issues more quickly while providing a better overall support experience.

What do you dislike about the product?

The biggest drawback is the complexity of initial setup. While Zendesk is highly customizable, configuring workflows, ticket routing, and automations to match business processes takes time and careful planning. The platform has a steep learning curve because of its extensive configuration and automation options. Pricing can become expensive as you add advanced features, AI capabilities, and additional agents.

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

Zendesk solves the challenge of managing customer support requests from multiple channels in a single, organized system. Instead of juggling emails, chats, phone calls, and social media messages separately, it centralizes everything into one platform and automates much of the support workflow. Consolidates customer conversations from multiple channels into one workspace. Automates ticket routing, prioritization, and repetitive support tasks. Tracks SLAs to ensure timely responses and resolutions. Provides reporting and analytics to identify trends and improve team performance. Maintains a complete history of customer interactions, enabling faster and more personalized support. In my workflow, Zendesk helps ensure that no customer request is overlooked. Automated workflows reduce manual effort, while shared ticket visibility makes collaboration between support agents much smoother. Having all customer interactions in one place also makes it easier to resolve issues without asking customers to repeat information. The biggest benefit is improved support efficiency and a better customer experience. By streamlining ticket management and automating routine tasks, Zendesk helps teams respond faster, stay organized, and deliver more consistent service.

What do you like best about the product?

I like the ease of writing messages in Zendesk for Customer Service and the clear visualization of customer history. This helps me ensure that the entire customer history is related to that specific email and that person. Additionally, I found the initial setup of Zendesk for Customer Service very easy.

What do you dislike about the product?

The integration with the translation tool, which comes with Zendesk itself, fails constantly and sometimes does not appear as available. Furthermore, I still think that the option to delay sending a message, in case I send a wrong message, should be reactivated, but it no longer appears for me.

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

I can create users and proactively send emails to the client, as well as facilitate message writing and have a clear view of the history.

What do you like best about the product?

Nothing to ride home about. Never got live response always need to wait for their next response

What do you dislike about the product?

Slow, difficult to reach out to them. being a Customer Service CRM, customer service is their weakest point

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

They couldn't solve a single issue I have raised. They will rather send an article which are mostly too long to go through and at times, irrelevant

What do you like best about the product?

I like that Zendesk gives us one place to manage everything when it comes to customer interactions, processes, and support work. It has a lot of integrations and works well for our team, which makes it easy to fit into how we already operate. We created multiple tools that connect through Zendesk, like Sharepoint, Azure DevOps and more.

It's also trust worthy and rarely goes down.

I also like their Early Access Programs. It’s nice being able to see what’s coming, try things out early, and decide if we want to use new features before they’re fully rolled out.

What do you dislike about the product?

Zendesk Talk is the area where I see the most opportunity for improvement. While it provides the basic functionality needed for an integrated phone system, it is not as advanced or feature-rich as some other tools available in the market.

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

Previously, configuring or improving Zendesk often required searching through a large number of Help Center articles and determining how to set up each component individually.

With Admin Copilot, I can explain what I am trying to accomplish in plain language and receive guidance on how to move forward. This has made creating macros, triggers, workflows, and other administrative processes much faster, less painful, and more seamless. It saves time, reduces the amount of manual research required, and helps us make better use of the platform.

What do you like best about the product?

ZenDesk is a great product that our team uses daily to support our SaaS customers. ZenDesk Relate was an incredible conference. Not surprised this organization puts on a great in-person event based on my experience using their product and interacting with their team throughout the years.

What do you dislike about the product?

Our team members learn ZenDesk quickly and it just works 99.99% of the time. The potential to scale effectively with the help of AI is super encouraging too - all good things, no complaints.

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

It's how we manage our call and email interactions with or customer's. Vital to our team success and scaling nicely as we grow!

What do you like best about the product?

After 13 years of operation, our business has invested in a new communications system to manage all inbound and outbound customer interactions, replacing our existing CRM system.

Although we’re still in the build phase, we’re excited to see how this will revolutionise the way we communicate with our thousands of customers. We expect it to help us improve and meet our KPIs and SLAs, but more importantly, to ensure the end user feels supported throughout every interaction. Zendesk truly seems to have thought of everything—from the ease of administering the back-end system, to building and integrating key features without needing development work, right through to setting up automations that help the team work efficiently.

Zendesk also shows a strong understanding of both sides: what it’s like to be an agent and the complexities that come with the role, while also ensuring the customer view is clear, well-defined, and thoughtful. So far, we’re really enjoying our new tool and can’t wait to continue the journey and see how it transforms our business and customer experience.

What do you dislike about the product?

My only piece of feedback here, while not wholly negative, is that it has been tough to navigate. If you’re not looking to fully integrate your suite of systems with Zendesk, you may struggle to ensure it fits with how you operate.

For example, we weren’t looking to integrate with Salesforce right away (maybe in V2). However, it quickly became clear that tickets were being routed to the wrong team. If you have multiple teams that may deal with a specific tag (depending on where someone is in their journey), getting the routing right can be a real challenge.

We have overcome this, but it perhaps highlights that there are a lot of complexities in the organisational structure of a service business, and there isn’t a one-size-fits-all approach. Zendesk hasn’t necessarily accounted for all of that in the out-of-the-box product.

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

We’re still in the early stages, but I can already say this: the team’s hopes and dreams have come true. We know our job inside and out, and we understand the different situations we face with customers every day. We always knew how things could be improved, but our previous system just didn’t work in the way we needed it to. So far, Zendesk has ticked all of our boxes, and with launch only three weeks away, we’re not nervous—we’re genuinely excited.