Zendesk Suite

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?

Had a moment last month where I opened a ticket, started typing out a whole explanation for a refund policy question, and right at the top there's this little banner saying another agent's already on the same ticket. Turned out my coworker had literally just submitted almost the identical answer thirty seconds before me. Would've looked pretty unprofessional sending the same thing twice to one customer, so that warning saved me from an awkward moment I didn't even know was coming.

What do you dislike about the product?

It doesn't always catch it if someone's on their phone instead of the browser, had one case where a teammate replied from the mobile app and I had zero warning she was even on the ticket, found out only after I'd already hit send on my own reply.

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

That near miss with the refund ticket made me actually appreciate a feature I'd honestly never thought twice about before. Knowing someone else is already looking at the same thing, right there before I start typing, has stopped at least a couple of those doubled up replies since. The mobile gap is real though, worth knowing it's not airtight if your team's answering from phones as much as desktops.

What do you like best about the product?

We had this one customer who emailed about a broken checkout, waited maybe twenty minutes for a reply that hadn't come yet, then emailed again from his phone, then somehow also submitted our web form on top of that. Three tickets, three agents, and each one was drafting a response with no clue the other two existed. Now the related tickets panel actually flags likely duplicates from the same person, so whoever opens the ticket sees a little red badge and can merge before wasting time writing something the customer's about to get twice more anyway.

What do you dislike about the product?

It only catches tickets from the same requester, so if someone emails from a personal address then later from their work one about the exact same issue, nothing links them and I've still had to catch a couple of those manually just by noticing the subject line looked familiar.

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

That one customer getting three separate replies for one broken checkout was honestly a little embarrassing once I saw it happen, made us look disorganized even though nobody did anything wrong exactly, just bad timing on his end and no visibility on ours. Having the suggestion pop up before an agent starts typing has cut down on that specific kind of mess. Different email addresses from the same person still slip past it though, so it's not catching everything, just the more obvious case.

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.

What do you like best about the product?

What I like best about Zendesk is that it gives us a much clearer, more joined-up view of customer service. We’ve moved away from fragmented shared inboxes and manual processes towards a single platform where we can manage enquiries, route work intelligently, automate repetitive tasks and see what is happening across the service.

The combination of automation, AI, knowledge management, reporting and omnichannel support is particularly valuable. It means we can automate the repeatable while giving our teams more time to focus on the complex or emotional interactions where a human response really matters.

For us, the biggest benefit is the visibility and control it provides. We can see demand, identify bottlenecks, set service standards and use data to continually improve the customer experience rather than simply reacting to whatever lands in an inbox.

What do you dislike about the product?

The main challenge is that Zendesk is a powerful platform, so there can be a fairly steep learning curve when you're first getting started. There are lots of configuration options, which is a strength, but it can also make it difficult to know the best way to structure workflows, views, automations and reporting for your particular organisation.

We've also found that getting the most value from the platform requires some upfront thought and ongoing optimisation. It isn't simply a case of switching it on and expecting everything to work perfectly out of the box. That said, the flexibility is ultimately useful once you understand how you want to use the platform.

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

Zendesk is helping us solve the problem of fragmented customer service across multiple shared inboxes, teams and channels. Previously, it was difficult to get a complete picture of demand, ownership and performance, and too much of our service depended on manual processes.

Zendesk gives us a single place to manage customer interactions, with clearer ownership, routing, SLAs, automation and reporting. This is helping us reduce manual administration, improve visibility of backlogs and service performance, and make it easier for colleagues to work consistently across different types of enquiries.

The biggest benefit is that it gives us the foundations to move from reactive customer service to a more structured, measurable and proactive approach. We're also able to use automation and AI for repetitive interactions while keeping our people focused on enquiries where customers need a more personalised response.

What do you like best about the product?

The ticketing is solid. Routing, macros, SLAs, the agent workspace all work well and setup is quick. If you just need a help desk, it does the job.

What do you dislike about the product?

Zendesk pitched itself as a full customer experience platform, and it isn't one. They shut down Sell, their sales/CRM product, which says a lot about where they're headed: support only, backing away from anything bigger. Not great if you signed up expecting more.

The CRM side was never strong to begin with. Next to HubSpot or Salesforce it feels like a support tool with some CRM fields tacked on, not something built for sales work. If you need support and sales together, this isn't it.

AI and the knowledge base lag the market too.

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

It's centralizing support requests that used to come in through email, phone, and random inboxes into one queue.

What do you like best about the product?

I love Zendesk for Customer Service's modernized and customizable UI, making it enjoyable for agents to use. The analytics part is particularly valuable to me as a supervisor, especially the real-time analytics and dashboards that help track agents' performance and ensure they are effectively doing their jobs. The transition from Helpshift to Zendesk has positively impacted our quality scores by making it easier to monitor and improve performance, thanks to the comprehensive analytics system.

What do you dislike about the product?

So far, most of the things we wanted improved in Zendesk are getting better, which is cool. Still, I think more colors would really help from an agent's perspective. The current design makes it kinda hard to differentiate when players contact us and then agents, or AI bots, respond, as they look pretty much the same.

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

Zendesk for Customer Service offers a modernized UI and customizable features that enhance agent experience. Its AI features and real-time analytics improve quality scores and streamline supervisory tasks, making it easier to track agent productivity and customer interactions.

What do you like best about the product?

All is in one place for agents, the ease of use and availability of multiple options. The integrated AI in the system where needed. the ease of access of multiple categories. Sandbox & Snapshots options.

What do you dislike about the product?

Sometimes you need to make a change it will need in multiple places. The help files in the academy section are a bit outdated for the AI Agents part.

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

It is getting all in one place for agents and helps them make it easy and quick to solve customers' issues. Which allows us to offer better support and get to more resolution.