Zendesk Suite

What do you like best about the product?

The KC guides are robust, and if they KC guides dont have the answer their support is very quick and helpful

The ability to connect with clients/users is incredibly helpful and the ease of use is top notch.

Ticket management is a breeze and tracking issues + customizability is awesome.

What do you dislike about the product?

New feature releases are not clearly communicated and getting into ZenDesk is quite an undertaking if you are not familiar with the platform

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

Client and email user communication. We use it for our Accounting and IT Help Desk platform, and additionally as a partial project management platform.

Level 2 also works out of ZenDesk to great success. We have not truly dove in the everything it can offer but the potential is massive.

What do you like best about the product?

What I like best about Zendesk is how efficiently it helps our team manage incoming ticket volume across channels. The macro capabilities and automated triggers significantly streamline repetitive tasks, allowing agents to resolve issues faster without sacrificing quality. The layout keeps customer context front and center, making queue distribution and daily workload management smooth and predictable.

What do you dislike about the product?

Building custom reports isn't always intuitive, and navigating the system without prior knowledge or formal training presents a bit of a learning curve. While much of this depends on individual user comfort and familiarity with complex administrative platforms, getting key metrics to display properly can require extra dedicated setup time.

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

Zendesk solves the challenge of managing high-volume customer inquiries across separate channels by consolidating everything into one organized ticketing hub. It eliminates manual routing through automated triggers and standardized macros, while providing a central location for internal team workflows and SOPs.

How it benefits us:
-Boosts Agent Productivity: Cuts down resolution times by minimizing manual typing and system-switching.
-Drives Response Consistency: Keeps team messaging aligned across all customer interactions.
-Scales Operations Cleanly: Allows us to manage growing ticket queues smoothly without sacrificing support quality or context.

What do you like best about the product?

We turned on Gather, Zendesk's community forum piece, mostly as an experiment and didn't expect much from it. Turns out a handful of our most experienced customers just started answering other people's questions in there before we even saw the post, stuff about weird edge-case configurations that honestly would've taken one of our agents time to research anyway. Our self-service score, basically what percentage of people find an answer without ever filing a ticket, went up noticeably once the forum had enough activity to actually be useful as a search result.

What do you dislike about the product?

Unanswered posts just sit there with no real way to auto-escalate them into an actual ticket if nobody responds after a day or two, we've had a few questions go quiet in the forum that should've gotten pulled into support instead of being left hanging.

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

Didn't expect random customers to become an actual support resource, but a few power users answering questions before we could has taken real pressure off the team, especially for the kind of niche questions that take longer to research than to just know from experience. The gap where unanswered posts don't automatically convert into tickets is a real one, we've had to manually check in on stale threads ourselves since there's no built-in nudge for that.

What do you like best about the product?

A lot of our customers reach out through Instagram DMs first, and before this whoever managed our social account was fielding those separately from actual support tickets, so if that person was out, messages just sat unanswered. Now Instagram, WhatsApp, and Facebook messages all land in the same Agent Workspace as regular tickets, any available agent can pick it up instead of one specific person being the bottleneck. The unified customer profile thing has helped too, someone DMs on Instagram then later emails about the same issue, and it's linked as the same person instead of looking like two separate customers.

What do you dislike about the product?

Got a few duplicate customer profiles early on, someone messaged from Instagram once and email another time, and the system didn't always realize it was the same person unless the contact info matched exactly.

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

Not having one person as the single point of failure for social DMs has made response times a lot more consistent, agents just pick up whatever's in the queue regardless of channel now. Linking the same customer across channels has also stopped a few awkward moments where an agent had no idea someone had already reached out through a different platform. The duplicate profile issue needs occasional manual merging on our end, but it's a minor cleanup task compared to the mess before.

What do you like best about the product?

We've got a mix of agents on the team, some who write great replies naturally and a couple newer hires who'd send responses that were accurate but kind of rough sounding. Copilot's expand feature lets someone jot a few bullet points about what they want to say and turns it into an actual polished reply pulled from our knowledge base and past macros. Reply quality across the team evened out noticeably, customers aren't getting a noticeably worse-written response depending on which agent happened to pick up their ticket.

What do you dislike about the product?

Intelligent triage occasionally misreads sentiment on sarcastic messages, flagged a customer as calm and neutral once when they were actually pretty annoyed, just phrased it dryly instead of using obvious angry language.

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

Standardizing reply quality across a team with different writing styles and experience levels wasn't something I expected to matter this much, but it's cut down the noticeable gap between our strongest and newest agents. Sentiment detection missing dry sarcasm is a real limitation worth knowing about if your customers tend to write that way, we still have agents double check tone-sensitive tickets manually. Overall it's made onboarding new agents less nerve wracking since their replies don't sound obviously junior anymore.

What do you like best about the product?

Half our tickets are some version of "where's my order," and agents used to have a Shopify tab open at all times just to look up order status for every single ticket that came in. Installed the Shopify app right in the Zendesk sidebar, so order history, tracking number, and payment status show up next to the ticket automatically based on the customer's email. Agents aren't alt-tabbing anymore, the answer's just sitting there when the ticket opens.

What do you dislike about the product?

The sidebar app occasionally doesn't match an order if the customer emailed from a different address than the one used at checkout, so it still comes up empty for a chunk of tickets and needs a manual lookup anyway.

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

That one integration probably saved more agent time than anything else we've set up, since order status questions are such a huge chunk of our ticket volume. It's not perfect, mismatched emails still slip through and need the old manual check, but for the majority of tickets it's turned a two-minute lookup into something that's just already there when the ticket loads.

What do you like best about the product?

At the moment, I can’t say there’s anything I like best about the customer service.

What do you dislike about the product?

I dislike that I can’t get help right away. Since our interface changed, we lost the play mode option. It may sound like a small thing, but it’s creating real delays for our team. The AI chat support wasn’t able to help and ended up sending our ticket to a live agent on 8/25, and as of today (8/28) we still haven’t received a solution. It’s really disappointing.

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

It’s a shared inbox with solid management capabilities, and the live reports are helpful as well.

What do you like best about the product?

Same customer would email twice about one issue, once from their phone, once from a laptop an hour later when they got worried nobody saw the first one, and we'd end up with two agents responding separately without realizing it was the same problem. Merging tickets folds all that history into one thread, so whoever picks it up sees the full picture instead of a fragment. Play mode's also been handy for our newer agents, they just click through a view and get assigned the next ticket automatically instead of picking and choosing, keeps things fair and moving.

What do you dislike about the product?

Merging isn't reversible, learned that the hard way when a teammate merged the wrong ticket and we lost some custom field data that didn't carry over to the surviving ticket.

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

Fixing duplicate tickets used to mean two agents doing overlapping work without knowing it, which quietly made our resolution numbers look worse than reality. Merging cleaned that up, and Play mode's helped newer agents just work the queue in order instead of cherry-picking easy tickets. The permanence of a merge means double-checking before confirming, we found that out the inconvenient way once.

What do you like best about the product?

The platform UI is easy to navigate. Training new agents on how to use Zendesk is always extremely easy. The keyboard shortcuts make responding to customer tickets fast and efficient. Zendesk Knowledge is also a fantastic platform for building and maintaining a self-service option for customers to find their own answers. We paid the Zendesk knowledge Help Center we built with a widget that we embedded right into our website and it reduced the number of support tickets we received.

What do you dislike about the product?

The AI tools feel clunky at the moment, all of the Zendesk AI tools we've tried at our organization have not lived up to our expectations after reading Zendesk's documentation.

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

Compared to other platforms I've used, Zendesk was easier to set up and use. It's also really nice that you can purchase a suite of products and know the price in advance. Some other platforms make you pay for additional services later, with Zendesk we knew ahead of time exactly what we were getting for the price we paid.

What do you like best about the product?

The biggest upside of Zendesk for Customer Service is that it centralizes customer interactions into one organized system, making it easier for support teams to respond quickly and consistently.

What do you dislike about the product?

Need more tutorials, but then again I haven't browsed

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

N/a