Zendesk Suite

What do you like best about the product?

The UI is simple and intuitive, it integrates well with Linkus and my website, works well without issues so far, the price was justified. I feel I could be helped rapidly if I needed help and I have yet to test the AI.

What do you dislike about the product?

So far I don't have any issues with the app.

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

I need a ticketing service instead of using an Outlook email to look at my customer's demands and problems, it's easier to keep track with the app.

What do you like best about the product?

It is a combination of support interface and database.

What do you dislike about the product?

The UI/editor could have been fancier - lacking some real editor features.

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

We use Zendesk for all customer issues.

What do you like best about the product?

Servers are mostly stable

What do you dislike about the product?

Zendesk for Customer Service is extremely complex, which is not positive. The support from customer service is unreliable and often leaves more confusion after an interaction. Standard features like SLA (regardless of the channel through which the ticket was created) should be more accessible and not require two days of support - especially, SLA should be possible for ALL tickets. I still find it absolutely ridiculous that this is technically not supposed to work, but well, the internet seems to be new territory for Zendesk as well. Integration and settings should be more consistent. There is a clear lack of customer orientation, and sometimes it feels as if Zendesk does not care about its paying customers. The onboarding is also tedious, as is the general daily routine. Even when everything is set up, just a tiny change anywhere in the whole chain can immediately mess everything up, and you have to start over.

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

I use Zendesk for Customer Service to handle customer inquiries, but the complexity is hindering and requires unnecessary effort for standard tasks like SLAs. The general customer orientation leaves much to be desired, which is frustrating and costs valuable work time. Additionally, Zendesk is FAR too expensive for the problems and chaos it causes - you pay twice: Zendesk and me, even though there is Zendesk support.

What do you like best about the product?

easy to setup: it doesn't require to have high level IT expertise

What do you dislike about the product?

Hard to get support if you do not pay for it. There should be at least base level propoer support

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

to track the issues and react on time to this issues

What do you like best about the product?

We’re utilizing several add-ons and systems within Zendesk, including the great WFM tool, the AI suite, and the chatbot. These tools have made our work much more efficient, allowing us to monitor productivity while also deflecting many incoming inquiries through the chatbot.

What do you dislike about the product?

Pricing is problematic, but in large scale/enterprise this is by far the best option out there.

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

This is a complete system for us, we are utilizing it for almost everything.

What do you like best about the product?

All options in one place—multi-channel support via email, phone, social media, and WhatsApp—all managed from a single location and handled in a unified way. It is possible to create integrations and custom developments for almost anything you want, and the interface is simple and user-friendly.

What do you dislike about the product?

For each channel individually, better solutions can be found on the market.

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

Enables full integration across all channels; allows for a single workflow regardless of the lead source; facilitates a holistic, 360-degree view of every customer while documenting and maintaining a complete history.

What do you like best about the product?

The support center is okay to set-up. Pricing is fairly reasonable

What do you dislike about the product?

It is the most infuriating platform for user management and getting their support. We have had repeated issues with agents being locked out, emails not being delivered, and their support team have been very difficult to get hold of.

I also find the UI very difficult to navigate to manage agents and there's so many clicks to get to what you need.

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

Knowledge base and support tickets

What do you like best about the product?

The user interface is very straightforward. It is very easy to filter using various parameters and keywords. Organization of tickets is very easy.

What do you dislike about the product?

It is a little clunky. There is so much functionality that we will never use. locating settings and preferences is not very intuitive. The interface is a little boring

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

It provides a direct line of communication for our customer to get helpful information. Call, text, email, chat etc.

What do you like best about the product?

What I appreciate most is the ability to manage multiple brands within a single system while maintaining separate communication, content, and knowledge bases. In our e-commerce operations, with different stores and languages, this is very important. A strong point of Zendesk is its flexibility. Macros, fields, tags, views, triggers, and automations allow the system to be tailored to the company's actual processes — from pre-purchase inquiries, through order and return handling, to collaboration with partners. We don't have to limit ourselves to one imposed way of working. I also appreciate access to the customer contact history and the ability to organize matters so that the team knows what requires action. The knowledge base is also of great value to us, both for customers and employees. The ability to develop our own procedures, multilingual content, and link them to ticket handling is a significant advantage. It's a system that provides a lot of room for growth and gradual work improvement.

What do you dislike about the product?

The biggest downside for me is the complexity of the configuration. Some things that seem simple from a user's perspective require many settings, additional rules, tests, or using the API. Developing the system independently can therefore take a lot of time. It's also not always easy to determine whether a function is unavailable due to the package owned, an additional license, permissions, or the product's limitation. I also have reservations about the predictability of AI's operation. In our tests, there were responses that did not match the question and situations where correctly retrieved data was not used in the response to the customer. This requires multiple scenario checks and refining instructions. I see potential in these functions, but at the current stage of our implementation, I don't treat them as a solution that can simply be turned on and left unsupervised. When developing the system, I am also hindered by the need to analyze additional add-ons, costs, and the scope of access for agents. I would like it to be easier to assess what exactly we receive within the services we have. We also encountered problems with Microsoft Teams integration, where the initial technical support recommendations did not resolve the issue. Overall, I value Zendesk for its capabilities, but I would expect greater simplicity in administration, a clearer scope of functions, and more predictable AI operation.

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

Improvement of ticket routing, use of AI to reduce support load, and automation and synchronization of some actions. A big plus is also access to ticket history for all agents, which makes it easier to continue cases and maintain consistency in service.

What do you like best about the product?

We run two separate consumer brands under the same company, and customers of one have genuinely no idea the other even exists, which is exactly how we want it. Set up multibrand so each gets its own help center, its own support email, its own look entirely, but on our side it's still one team working from the same queue, nobody needed to learn two separate tools or switch logins depending on which brand a ticket came from. Reporting across both still rolls up into one dashboard too, so I'm not stitching together numbers from two disconnected accounts just to see the full picture.

What do you dislike about the product?

Keeping triggers and automations consistent across both brands took more care than I expected, built a rule for one brand once and completely forgot to mirror it over to the other, which caused a small inconsistency in how tickets got auto tagged for a few weeks before I caught it.

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

Customers genuinely can't tell they're being supported by the same team behind two different storefronts, which was exactly the point. Agents working from one unified queue instead of switching tools has also kept training simple, new hires only learn one system regardless of which brand's tickets they end up handling. Automation consistency across brands needs real attention though, it's easy to build something for one and just forget the other exists.