Zendesk Suite

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.

What do you like best about the product?

Omnichannel capabilities for request submission and collaboration allow stakeholders to communicate seamlessly through their preferred medium - email, website or mobile app. The marketplace offers a large selection of plugin applications which can enable additional functionalities on the platform.

What do you dislike about the product?

Configuration is at the user level and minor changes take a long time as changes have to be implemented across multiple workflows, especially in the context of a global organization across 5 continents. SLA tracking across multiple time zones and multiple step processes is tricky and sometimes incorrect.

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

We use Zendesk as gateway for warranty complaints. Zendesk has helped us streamline our workflow, and improved efficiency and turnaround time for ticket closure.

What do you like best about the product?

It's not the best, there are better things in experience

What do you dislike about the product?

I don't like it because for how expensive it is, having the AI should have an additional cost

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

It doesn't let me assign anything when managing the AI, it's a disaster

What do you like best about the product?

What I like most about Zendesk for Customer Service is the ability to centralize and organize service in a single environment, significantly facilitating the team's routine. Viewing tickets by status, such as new, pending, and resolved, provides a clear view of demands and reduces the risk of any customer being left without a response.

Another point I find quite positive is the possibility for different team members to follow the history of interactions. This improves the continuity of service, as even when there is a change of responsibility, the next agent can quickly understand the context and continue the request without requiring the customer to repeat all the information.

I also really liked the possibilities of communication with a larger customer base. We use the tool not only for individual service but also for communications directed at larger groups, which helps make the process more organized and scalable.

Furthermore, I find the interface intuitive for monitoring queues and distributing demands. The ability to quickly identify which services still need action, which are awaiting a response, and which have already been completed facilitates operational management and improves team productivity.

Overall, the main benefit for us is having more control over the service journey. Previously, conversations could be scattered across different channels or rely heavily on individual follow-up by each person. With Zendesk, there is a clearer, traceable, and collaborative structure to manage these interactions.

What do you dislike about the product?

Despite the overall positive experience with Zendesk for Customer Service, I believe some points could be improved, especially related to the initial setup and sending communications to multiple clients.

During the initial tests, I had some difficulty understanding some possibilities for sending mass messages. For example, there is a very practical way to locate or add a recipient using the phone number, with the platform itself indicating if it was correctly identified. However, when I needed to select several phone numbers simultaneously, the process was not so clear. I believe a more intuitive option for importing, selecting, or validating multiple recipients at once would make this feature even more efficient.

I also consider that some more advanced features require a longer adaptation period. For those starting to use the tool, certain flows, settings, and automation possibilities are not immediately evident. A more guided initial experience, with guidance within the platform itself, could reduce this learning curve.

Another point that impacted our experience was the support received during the implementation through Aktie Now. We contracted a 21-hour support package precisely to facilitate the configuration and adoption of the platform, but the experience fell short of our expectations. At times, we missed more proactive guidance and deeper recommendations on how to structure the environment according to our operation.

It is important to highlight, however, that this dissatisfaction is much more related to the implementation process and the partner responsible for support than to the Zendesk platform itself. After we managed to better understand the structure and configure the main flows, the use became significantly simpler.

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

Zendesk for Customer Service is primarily helping us solve a problem of organization, centralization, and monitoring of customer interactions.

Our operation has a significant number of clients, and when services are conducted in a decentralized manner, it becomes more difficult to ensure that all messages are answered, track pending requests, and allow different team members to have visibility into what is happening.

With Zendesk, we have been able to better structure this process. Services can be classified according to their status, allowing us to quickly identify new requests, pending demands, and cases already resolved. This reduces the risk of a message being forgotten and also facilitates the prioritization of team activities.

Another important benefit is maintaining the history of interactions. Having conversations recorded in a centralized environment improves the continuity of service and allows other team members to take over a request when necessary, maintaining the context of the relationship with the client.

The tool also helps us in communications aimed at a larger number of clients. In this way, we can combine individual services with broader communications without completely losing the organization and traceability of the process.

In addition to improving the customer experience, Zendesk also brings management benefits. We now have greater visibility into the volume of services, the progress of requests, and the distribution of demands among the team. This facilitates the identification of bottlenecks and contributes to a more organized, scalable, and consistent operation.

In summary, Zendesk is helping us transform a process that could be quite manual and decentralized into a more structured, collaborative, and easy-to-follow service flow.

What do you like best about the product?

I love being able to showcase all the FAQs for my website, and keep up with our latest live demos. I can easily access the URLs for the articles I create so I can share with travel advisors via email when they have questions.

What do you dislike about the product?

Make it easier to arrange articles. Also have templates that I can use to make my zendesk appear more organized.

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

A place to keep our help tab organized and easily accessible to our clients

What do you like best about the product?

Works seamlessly with Shopify, allows us to complete actions like refunds directly in Zendesk, we can view and open their Shopify account directly from Zendesk. It also has fast and easy to use macros and shortcuts. There are never any connection or technical issues.

What do you dislike about the product?

At the moment we need Zendesk refresher to make sure email tickets show as soon as they are submitted.

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

Serves as the inbox for all of our customer service inquiries. This means we can have 3 seats and there is always someone monitoring. Allows us to provide customers with multiple ways of contacting us (call, chat, email)

What do you like best about the product?

What I like most about Zendesk is the high flexibility and extensibility of the platform. Through APIs, custom apps, triggers, automations, and numerous integrations, Zendesk can be very well adapted to different business processes and requirements.

I also find it particularly positive that support, messaging, reporting, and automation come together on a central platform. Even with more complex setups, administration remains comparatively clear, and many processes can be configured without significant development effort. For more individual requirements, Zendesk also offers very good options for technical expansion.

What do you dislike about the product?

One disadvantage is that Zendesk can quickly become confusing with more complex requirements. Many functions are distributed across different areas in the Admin Center, making configuration sometimes cumbersome.

Additionally, some advanced features are only available in higher packages or as additional add-ons. Even with complex automations, reporting requirements, or individual integrations, you sometimes reach the limits of the standard functions and need workarounds or custom developments.

The documentation is generally good but could be more detailed and practical for new or more complex features.

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

Zendesk helps us centrally manage customer inquiries from various channels and efficiently structure support processes. Through automations, triggers, SLAs, and routing, many manual tasks can be reduced, and inquiries can be quickly forwarded to the right teams.

Another major advantage is the ability to flexibly adapt Zendesk to different business processes and connect it with existing systems via APIs or custom apps.

This results in more transparent processes, better traceability of customer inquiries, and the ability to efficiently and scalably map larger support structures.