Zendesk Suite

What do you like best about the product?

It does a good job of tracking tickets and reporting

What do you dislike about the product?

It could do a better job with integrating with outside software

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

It is helping with our ticket and interaction management. It helps

What do you like best about the product?

Zendesk works really well for our small customer service team. It's easy to use and pretty intuitive, so new agents get up to speed fast. We use it for chatbots, conversational support, and as a shared inbox, and it handles all of that smoothly without a lot of overhead.

What do you dislike about the product?

The main thing missing is the ability to text customers directly from the interface. You can only respond over SMS after a customer has texted in first, which is probably tied to SMS compliance laws, but it would be nice to have the option to start a text conversation ourselves.

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

As a small team, Zendesk lets us run chatbots, conversational support, and a shared inbox all in one place instead of juggling separate tools. That keeps our customer conversations organized and lets a small team keep up with a high volume of support requests.

What do you like best about the product?

Zendesk keep us organized to ensure greater communication to our field of Advisers and clients.

What do you dislike about the product?

It is sometimes confusing when responding to a ticket internal vs external.

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

It keeps our employees committed to answering tickets on a timely basis.

What do you like best about the product?

Zendesk helps keep us organized and makes sure we do not leave a client feeling unheard. Without this tool I dont know how we would keep track of all our client facing conversations.

What do you dislike about the product?

I dont really dislike anything but it seems like every other tool we could take advantage of comes at an additional price so cost per user can get expensive pretty quickly,

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

Making sure we have detailed notes and call transcriptions in an organized way for all clients.

What do you like best about the product?

Usability is the best part of using Zendesk. It's an easy-to-use, intuitive, and well-structured system. For me, that's the software's strongest point.

What do you dislike about the product?

I haven't had a bad experience with Zendesk yet, so I can't comment on this question at the moment. I've only been using the tool for 2 years. We're still not operating in accordance with best practices for using Zendesk. Unfortunately, our learning curve is very long.

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

At Zendesk, the organization of information is very interesting and works very well. Since we can link tickets to customer records, it’s easier to maintain a history of interactions, which helps the team provide more appropriate customer service by allowing them to track the customer’s interaction history.

What do you like best about the product?

What I like most about Zendesk for customer service is its ease of use. New employees typically have very little difficulty learning the platform, navigating its features, and understanding how to complete their tasks with minimal training. This makes the transition from training to performing the job independently very quick and efficient.

I also really value Zendesk’s automations and triggers, which have allowed us to create customized ways to filter, organize, and manage our tickets. Additionally, its long-term storage capabilities have been extremely useful. We have been using Zendesk for approximately 10 to 12 years, and it has become our go-to resource whenever we need to locate older tickets or email correspondence. In that sense, it also serves as a valuable archive for historical customer communications.

Another aspect I really appreciate about Zendesk is its reliability. We have experienced very little, if any, downtime, and the platform is consistently available when we need it. This has allowed us to maintain uninterrupted communication with our customers and depend on Zendesk as a core part of our daily operations.

In terms of pricing, we also feel that Zendesk offers fair value for the features and capabilities it provides. Overall, we are very satisfied with the software and believe it delivers a strong balance of reliability, functionality, and value.

What do you dislike about the product?

What I like least about Zendesk is that tagging or directly notifying other team members within a ticket feels somewhat limited. It can be difficult to make sure the right person is immediately aware that a particular ticket requires their attention or follow-up. A more intuitive and visible way to tag colleagues within tickets would make collaboration easier.

I would also like to see improvements in customer support. Although I have only needed to contact Zendesk support on a few occasions, the lack of a direct phone support option can make resolving certain issues more difficult. Support is primarily handled through chat, and sometimes explaining a complex issue that way can be challenging. In some situations, a phone conversation would allow for faster back-and-forth communication, make it easier to clarify the problem, and ultimately lead to a quicker resolution.

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

One of the main problems Zendesk solves for our customer service team is the need for a shared inbox where multiple team members can access and manage the same tickets from their individual accounts. This gives us clear visibility into who handled each request and helps prevent duplication or missed communications.

Because we receive a high volume of emails from our customers, having everything centralized in one platform is extremely valuable. Zendesk allows us to efficiently process, track, and access customer communications in one place, making it much easier for the team to stay organized and work collaboratively.

What do you like best about the product?

What stands out most about Zendesk is how balance-focused it is. Getting it set up was surprisingly smooth and didn't require massive developer resources to get our base workflows running. Day-to-day use is extremely intuitive for agents; the UI keeps ticketing, customer context, and macros clean and accessible.

Upkeep is equally straightforward. Maintenance doesn't feel like a full-time job, and adjusting triggers, updating routing rules, or tweaking ticket views takes just a few clicks. It handles high volumes smoothly without feeling clunky or fragile.

What do you dislike about the product?

Zendesk evolves fast, which is a double-edged sword. To get the most value out of the platform, you can't just "set it and forget it." It requires a bit of proactiveness to stay ahead of the curve. If you aren't actively monitoring release notes, new feature rollouts, and admin updates, it's easy to miss out on improved workflow options, AI enhancements, or UI shifts that could make your team even more efficient.

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

It gives us a centralized, reliable hub for managing all customer inquiries in one place. Because implementation and ongoing upkeep are so manageable, our team spends less time troubleshooting the tool itself and more time focused on resolving tickets quickly. Staying proactive with their feature rollouts has helped us continuously optimize our processes without needing to overhaul our entire setup.

What do you like best about the product?

We'd get a CSAT score every month and I genuinely couldn't tell you why it moved up or down, just a number on a dashboard. Started digging into the satisfaction rating breakdown by tag and realised most of our low scores were tied to one specific issue type, shipping delays, that agents kept handling incosistently. Once we saw that pattern, we built a standard response for it and scores on that category actually climbed within a few weeks.

What do you dislike about the product?

Getting agents to actually leave interanal notes explaining a low rating took some pushing, a lot of low scores just sat there with no context on why the customer was unhappy, which made the tagging analysis harder that it should've been early on.

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

CSAT used to be a number I reported up without really understanding it. Breaking it down by category showed us exactly where things were going wrong instead of guessing. Getting the team to document context behind ratings was a slow habit to build, but once it stuck, the whole feedback loop actually started pointing us towards real fixes instead of just tracking a score that moved for unclear reasons.

What do you like best about the product?

Zendesk strives to implement modern and evolving changes to its platform to keep up with the ever changing support experience of our users.

What do you dislike about the product?

Some of the changes along the administrative and reporting side of things can disruptions in expectations.

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

A centralized platform for multiple brands to receive knowledge and support.

What do you like best about the product?

Zendesk has been a customizable, straightforward tool that has allowed our organization to comfortably address client concerns in an efficient manner. I enjoy the add-ons and procedures because they allow me to create tools for other agents to successfully assist our clients.

What do you dislike about the product?

There is some inconsistencies on notifications. Sometimes my computer alerts me of ticket action but 60% of the time it does not.

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

Clear audit history of customer requests.