Zendesk Suite
ZendeskExternal reviews
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Powerful tool for your support needs
What do you like best about the product?
I like the variety of options and the ability to customize the experience with apps, as well as the different ways to organize the workflow to achieve the best results. The interface is intuitive, which makes support agents’ daily work easy and straightforward. I also appreciate the APIs, which allow us to integrate the ticketing system with our custom forms.
What do you dislike about the product?
The learning curve for creating custom charts and dashboards feels steep. I often find myself struggling to find data and answers in analytics to questions that seemed easy.
What problems is the product solving and how is that benefiting you?
It makes it possible to divide work between agents, track our productivity and automate repetitive tasks.
Zendesk Automation and Ease of use
What do you like best about the product?
We like the simplicity of submitting a ticket, answering it and tracking purposes.
What do you dislike about the product?
We wish we could do more automation like trigger differently. The admin panel is not as user friendly
What problems is the product solving and how is that benefiting you?
Ensuring all is tracked and accountability. The ease of users to submit tickets is key
Zendesk brings together all the services we need
What do you like best about the product?
Zendesk brings together all the services we need for customer service on a single platform. It also allows integration with other platforms, and while the existing applications in the Zendesk marketplace don't meet all our requirements, they are still useful. Zendesk also allows us to create our own integration applications with detailed and helpful documentation via APIs. Recently, they've developed AI-powered tools that streamline the work of customer care agents, and we're eager to explore them.
What do you dislike about the product?
We've been Zendesk customers since 2013, and the issues that I felt needed addressing at the time have now mostly been resolved or addressed.
We would appreciate a slightly more preferential treatment, given our long-standing customer status, and it's difficult to achieve this.
We would appreciate a slightly more preferential treatment, given our long-standing customer status, and it's difficult to achieve this.
What problems is the product solving and how is that benefiting you?
Zendesk's automated responses help provide instant customer follow-up. The configuration options offered by web widgets, triggers, and automations allow you to create a series of pre-defined responses that initially help customers resolve their issues. Sometimes, it's not necessary to continue the thread with the customer since their problem has been resolved.
Zendesk Keeps All Our Tickets Organized in One Place
What do you like best about the product?
Zendesk help organize all tickets in one place
What do you dislike about the product?
I don’t have any issues with it yet, all works fine for me
What problems is the product solving and how is that benefiting you?
I’ll solving access to one platform to organize resquest by teams and assigned request to the correct person
Intuitive All-in-One Hub That Integrates Seamlessly
What do you like best about the product?
It’s great to have a place where everyone on my team can see everything in one place. It's intuitive and I appreciate how it integrates with all of our other programs.
What do you dislike about the product?
There’s a slight learning curve, just like with any other new program.
What problems is the product solving and how is that benefiting you?
It really improved organization and visibility for our whole team. This made out CS process much more efficient and reduced frustration for everyone.
Rock Solid Platform
What do you like best about the product?
We’ve centralized all of our customer support within Zendesk and proactively onboard customers into the platform, which has greatly improved organization and visibility. Its extensive API makes automation straightforward and powerful. We also make strong use of the knowledge base for support articles, release notes, and customer-facing forms. The level of customization is nearly limitless, allowing us to tailor the platform exactly to our workflows and operational needs.
What do you dislike about the product?
Zendesk can be complex to configure, especially when setting up advanced workflows and automations. That said, their support articles, community resources, and support team are very helpful in overcoming that learning curve. Cost can also become a factor depending on team size and feature usage, but when fully utilized, the platform delivers significant value.
What problems is the product solving and how is that benefiting you?
Zendesk enables us to manage a moderate volume of email and phone support tickets within a single system, ensuring nothing falls through the cracks. It provides our customers with a consistent and reliable support experience while helping our team stay organized and efficient.
Customer Care Director
What do you like best about the product?
Ease of use, consistent feature updates, support online
What do you dislike about the product?
Enterprise solution, so can be intimidating for small business without training, agent seat price per month
What problems is the product solving and how is that benefiting you?
Omni-channel support for worldwide clients and their customers
Good ticketing SaaS
What do you like best about the product?
We are lucky enough to use their light legacy plan. It is sufficient for our needs.
What do you dislike about the product?
They have very strict spam filtering that you cannot really change. So some automated messages that we need in the inbox are going straight to spam.
What problems is the product solving and how is that benefiting you?
Email ticketing
Seamless Communication with Stellar Ease of Use
What do you like best about the product?
I use Zendesk for Customer Service to communicate with our customers daily and I really enjoy its unique abilities. It makes internal and external communication very easy. Zendesk helps answer our customers' questions by allowing them to directly communicate with me and others at my company. The Macros feature, which automatically writes responses, is very nice when the demand for service tickets is high. I enjoy the ease of Zendesk; it has a nicely formatted inbox that allows easy maneuvering. The trainings Zendesk offers, specifically the AI training, help me find better ways to utilize all tools in Zendesk. I also really appreciate the help team and instructions that make it easy to get started.
What do you dislike about the product?
I do not dislike anything about Zendesk and I have been using it for over a year now.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to communicate with customers and internally. It solves customer questions and streamlines communication. The Macros feature eases high ticket demands, and AI trainings enhance utilization.
Streamlines customer requests, development roadmap, and help resources
What do you like best about the product?
The ability to customize macros, triggers, and automations to fit our unique processes and ensure tickets aren't falling through the cracks
What do you dislike about the product?
The reporting is helpful, but advanced, so it can be a challenge to set up for custom reporting needs
What problems is the product solving and how is that benefiting you?
On the software development side, it allows us to categorize our customer requests and escalate to the development team to maintain communications
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