Zendesk Suite

What do you like best about the product?

Lots of configuration options for automations and integrations, make it feasible to implement a lot of features and flows.
API is mostly good documented.

What do you dislike about the product?

Price. Limits. Logs.
Probably the worst Support I ever had to deal with.

But mostly, integrations are not great, there are a lot of options, but also a lot of missing options that in many cases makes me spin and external server with my own service to achieve some solutions.

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

When I get it working, I automate a lot of integrations into my tickets which save a lot of time off my team, and help is deliver quicker solutions to our customers

What do you like best about the product?

Zendesk for Customer Service is a mature platform/ecosystem that can be depended on to handle even the most complex support operations. In my opinion, Zendesk is still positioned to be the de facto leader in this space.

What do you dislike about the product?

Some of the integrations with other products and add-ons within the Zendesk ecosystem are clunkier than would be expected. For example, user administration for ZD WFM is not a truly integrated experience which creates significant admin overhead. Another example is how you can't filter tickets within Zendesk Analytics based on ticket tag without first creating a custom attribute filter. There are many such workarounds that are required to get each product to be effective that seem like significant oversights.

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

Zendesk Customer Service helps us manage tens of thousands of customer and user support requests a month in a single, unified platform.

What do you like best about the product?

The cost is a big driver. We feel like the value for the money is great. There is also no other company that is as focused on AI and developing new features for the software. Zendesk is industry leading here, and I am excited to see how they will lead the industry innovating tools to help agents (along with their agentic AI agents). It definitely helps make them more competitive when looking at ITSMs.

What do you dislike about the product?

The lack of some of the other features found in ITSM platforms such as change logs and seamless ticket routing for approval, and a more flushed out reporting . Some items are just quality of life (ticket approval), while others are really impactful and make it harder to gather data to deliver to stakeholders (reporters).

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

Zendesk provides a simple platform for the company's IT Helpdesk to communicate with associates and track/solve issues.

What do you like best about the product?

Zendesk for customer service has provided the most comprehensive end to end solution for all our global needs. It's infinitely scalable, and customizable, making it a valuable tool regardless of the stage your business is in.
Native to Zendesk is every tool you could possibly want, but Zendesk maintains an incredibly user-friendly infrastructure that can plug in with any external vendor you may want to collaborate with.
Overall, what I like best is that if I can dream it up, I can build it in Zendesk - 99% of the time, without the help of a tech or dev team!

What do you dislike about the product?

Zendesk's pricing can be a little frustrating as many services are ala-carte. In addition, many require a "per agent" fee, regardless of whether the agent will be using that service.
They seem to be re-evaluating this process with new products, but worth a double check of your pricing options before signing.

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

Zendesk allows us to maintain a very large, multi-brand enterprise tool - easily. As the sole admin for our company, I'm able to maintain services for 50+ brands and help centers, using the enterprise tools available out of the box from Zendesk. I don't need to involve a tech team. If we need to change a workflow, or implement a new tool, I can easily do that in a few minutes and a few clicks.
Ease of use, in an otherwise challenging line of work, is a tremendous benefit!

What do you like best about the product?

The variety of native tools available to add efficiency to day-to-day support operations can’t be beat. It’s easy to navigate between features and quickly see where you can make improvements to what you’ve already built out. The agent interface is clean and intuitive, making it straightforward to find what you need and keep work moving.

What do you dislike about the product?

I’d love for someone to audit my account and make recommendations on how I can better utilize all of the tools. I wish there was a CRM tool as well.

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

We had previously used standard email support. This was the tool we needed to evolve our customer experience. It was completely untrackable before we implemented Zendesk.

What do you like best about the product?

AI advanced agents, Analytics Copilot, MCP server/client integrations.

What do you dislike about the product?

One challenge is that the platform can feel a bit complex at times, particularly when I’m setting up workflows or trying to make changes.

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

Helps us bring structure and consistency to the way we handle customer requests.

What do you like best about the product?

All emails in one place, anyone can jump in to assist, either leaving an internal note for the agent, or working with the customer.

What do you dislike about the product?

Omni-routing requires a lot of different triggers, but too many triggers does not allow for proper routing.

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

When people go on PTO, anyone can pick-up where someone left off, allowing the agent to enjoy time off and not worry about work

What do you like best about the product?

ZenDesk is easy to use and the support at all levels is fantastic. We have people who understand our business and want to see us be successful. It is an easy to use platform with options like crazy and they just keep adding them. I am confident in my ability to make changes to the backend and if I cannot figure it out there is always someone there to help. It is an all in one system that means I can focus on my customers and doing business.

What do you dislike about the product?

I dislike that everything is an add-on. You have to purchase everything individually and it can get quite pricy. There are items like real-time reporting that should be included from the get-go but you have to pay to add it one. It feels like they just want to sell you another product rather than putting together plans that make sense for businesses. Some of the rules around SLAs and automation/triggers can be difficult to work with and many require doing odd things to make them work.

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

We are solving having numerous business lines and departments working in one system. We are figuring out how to build forms that give us actionable data and help to identify issues that we can take to our internal departments to work to decrease customers' need to contact Support for help. We are also solving the problem of separating our customer's individual help centers so we can share information across items that apply to everyone and those that are customer specific.

Recommendations to others considering the product:

For the cost this is a great option for those looking for something that is had a to of options.

What do you like best about the product?

Zendesk is a trendsetter for keeping up with the latest technology

What do you dislike about the product?

If you have an issue you have to open a ticket and wait for an email and that could take 2 or 3 days when you need help now

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

Zendesk is making it easier through technology to be able to keep knowledge up to date and relevant

What do you like best about the product?

There's a lot of things that can be done. There are apps for things that are not native, but even with the standard suite, it will get you a good base to work with. There are plenty of options and ways to deal with tickets and a good solid system for a knowledge bank.

What do you dislike about the product?

Ironically, Zendesk's customer service is not that great. They are slow to respond if you have to deal with a representative in another time zone (and with the size of Zendesk, I shouldn't have to deal with US representatives as a EU company).
Things that are in development can take literally years to be finished if they ever will be. I've had multiple cases of things that just doesn't work very well, and as I google it I see people having the same issues years back and that Zendesk has said "they are working on", and even years later after that, they still haven't finished. This is actually more the norm than exception whenever I run into a problem with the product that feels like there should be a solution for it.
AI development seem to go much quicker though, but even so they are lagging behind a bit and we've opted to use a non-native chatbot solution which is both cheaper and better despite being an external service.

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

We have 14 different stores at the moment (3 brands in 4 markets, and 2 brands in 1 market). Zendesk does a good job collecting tickets from all our stores and makes us able to work on them collectively and to tag them to specific markets and brands for both general and more specialized support. We can also easily send tickets to product specialists and our inhouse repair workshop for help solving tricky tickets.