Zendesk Suite

What do you like best about the product?

It has most all of the features I'd want in a ticketing system and is super customizable. My team is very well organized with it, and we've changed our setup multiple times over the years to prioritize different kinds of tickets and rearrange groups of agents. I have used some other help desks and they do not have all the features I want (custom fields, views, groups, triggers, automations, contact forms have historically been heavily used by our team).

What do you dislike about the product?

Some features do not work how you'd expect them to, and you can see in the community post for the feature request that so many other admins want the same improvements. But there is very little hope that Zendesk will ever make these changes. Some posts are many many years old and various PMs comment from time to time, sometimes it even sounds like projects are underway, but then the change is never made. Ex: automation where tickets can be deleted, ability to customize/remove a signature for messages sent via SMS, little things and big things that do impact how people want to use Zendesk.

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

Making sure our customer questions and issues are taken care of.

What do you like best about the product?

Zendesk streamlines our customer service processes and enables to get back to customer faster and more effectively.

What do you dislike about the product?

There is frequent changeover with Zendesk staff, making it difficult to connect with your representative.

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

Zendesk allows us to keep all of our customer communications in one place and easily connect internally about customer issues.

What do you like best about the product?

somewhat ease of integration, the support chatbot that can be trained on customer's data to provide basic answers. the reminder to follow up a ticket after a period of time. easy to integrate into 3rd party tools and website. price is almost the same compared to other major players.

What do you dislike about the product?

to me the only thing I found difficult was to get help from the documentation, as an example when I was looking to integrate a web form ticket integration into our system I was redirected to so many pages and at the end couldn't find proper answer

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

we solely use zendesk for support tickets and using the chatbox to answer basic questions, not using all the features since we don’t have real need for all the features at the moment

What do you like best about the product?

I find it easy to use, and its easy to create custom setups to suit our needs.

What do you dislike about the product?

The price is very high for user licenses, the learning curve is steep

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

It helps us communicate towards our customers, partners and have automated flows from our backend system

What do you like best about the product?

We enjoy using this product because it makes it easy to interact with our employees and gather the feedback we need from them.

What do you dislike about the product?

Our only concern is that we don’t currently have the ability to add more people in our organization to ZenDesk.

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

When our customers run into issues and need support, Zendesk helps us handle those requests and provide the assistance they’re looking for.

What do you like best about the product?

Keeps me updated on who needs help and what help they need

What do you dislike about the product?

The only thing I have issues with is getting employees to remember to email the help desk instead of me

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

When people ask me for help as I am walking around and working on another issue I tend to forget by the time I get back to my office. Zendesk gives me a place to refer employees to so I can have a list of help requests and status of them in one place.

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.