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.
Zendesk-Customer -Life Cycle Management
What do you like best about the product?
I like how Zendesk brings all customer communication into one place. It’s easy to track tickets, see conversation history, and make sure nothing gets missed. The automation rules and macros save a lot of time, and it helps the team respond faster and more consistently.
What do you dislike about the product?
Certain useful features are only available in higher plans, which can make it expensive as your needs grow. example Sierra.
What problems is the product solving and how is that benefiting you?
Before Zendesk, support requests were coming from different channels (Fresh-desk)and were hard to track. Zendesk centralizes everything, so there’s better visibility, faster response times, and fewer missed or forgotten tickets. This has improved customer satisfaction and made support operations more organised and efficient.
Super Easy to Use with User-Friendly Reporting Suites
What do you like best about the product?
It’s super easy to use and the reporting suites set up are user friendly
What do you dislike about the product?
The dashboards are very labour intensive to change
What problems is the product solving and how is that benefiting you?
Am easy to use unified crm platform which can be owned and managed with a pass thru cost
Chat page and Email page interface
What do you like best about the product?
Zendesk chat page and email page opens on two different pages and has different interface and it is a really good thing. Also runs quite smoothly which makes switching task quite easy. As soneone who has used 5 different software for support I find Zendesk the best because it helps me do everything in a blink without lagging.
What do you dislike about the product?
Zendesk doesnt provide data segregation that good.
What problems is the product solving and how is that benefiting you?
Zendesk helps me manage customer queries efficiently by keeping chat and email conversations organized in one place. It improves response time, tracking, and collaboration, making it easier to resolve issues accurately and maintain a smooth customer experience. Also, I can track my performace very fast and accurately.
Effortless, Secure, and Accessible Experience
What do you like best about the product?
Easy to use, secure and accessible, has all the needed features
What do you dislike about the product?
Can sometimes get confusing for first time users
What problems is the product solving and how is that benefiting you?
It is fully customizable, and puts all your customer service needs in one place, can be used for calls or live chats and saves you the hassle of multiple platforms
Centralized tenant and employee requests have improved efficiency and reduced processing chaos
What is our primary use case?
My main use case for Zendesk is for inquiries and requests from our tenants.
I use Zendesk to process inquiries and requests from our tenants by having them write to us via email addresses or via a web form on our website to create a ticket on various topics, such as statements, questions about rent arrears, complaints about their apartment, or repairs. These are then processed by our property managers. We have implemented several automations that automatically route the tickets to the right person, and we have also programmed our own app for Zendesk, which allows you to find the tenants' rental contracts.
I would also note that we use Zendesk internally in the company for IT-related issues or for issues in SAP, so the internal ticket system is used for employees as well. The employees themselves also work with Zendesk for the tenants' requests. I would particularly point out that we have integrated several external service providers into our ticket system, who then also have an account, so we do not have to send emails to these service providers. Instead, they can process our assignments, which we pass on to them, via Zendesk.
How has it helped my organization?
Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction. It is a lot of work to keep optimizing Zendesk because there is always a need for optimization, but in general, the tool ensures far less chaos.
For example, last year we introduced the feature that when tenants include their rental contract number in the email or enter their rental contract number in the web form, the ticket is automatically routed to the correct processor. This means fewer manual steps, tickets are left pending less often, and are forwarded directly to the right specialist.
What is most valuable?
The best features that Zendesk offers, in my opinion, include single sign-on, which is a very good feature so that you do not have to manage users' passwords. Additionally, it is relatively easy to create automations or to create macros or to customize Zendesk in such a way that it fits how you want to use it.
I would also add that I particularly value the open API interface, as it makes it possible to connect other tools or programs, for example our forms on the website, with Zendesk. With that, you can integrate Zendesk very effectively into your infrastructure, since it is very easy to exchange data with Zendesk.
What needs improvement?
In my opinion, Zendesk could be improved by offering even more out-of-the-box functions since you are sometimes restricted when creating macros or automations. What also bothers me is that users cannot turn email notifications on or off themselves or adjust them, but this can only be specified by the admin. Additionally, there are really only two roles, namely the agent and the admin, and some functions are only available with an admin account which is not ideal for a large company where you do not want to give everyone an admin account. I would prefer the option to create more roles and adapt them to your use cases.
I would also mention that the Zendesk app on iOS is not very good. It is functional, but it is not enjoyable to work with it on mobile, and the apps that you have programmed yourself or added are not supported there either, which makes it more difficult to integrate workers who work on the move or are out in the field.
For how long have I used the solution?
I have been using Zendesk for a total of three years.
What other advice do I have?
I do not have any other improvements I would like for Zendesk. I would rate this product an eight out of ten overall.
