Zendesk Suite
ZendeskExternal reviews
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Service that allows for personalization
What do you like best about the product?
I like that there are many settings I can configure to suit my needs and my team’s workflow. The AI is improving, although I’d like it to be a bit more advanced and offer more personalization for the basic agent. There are also plenty of integration options, and there’s a rich library of add-ons and extensions to use with Zendesk.
What do you dislike about the product?
There are still some limitations that don’t allow me to set certain things up (for example, rules to be triggered based on time, or if an event has already happened). That said, with enough effort it’s usually possible to achieve what I need by creating workarounds. The interface also looks a bit old-fashioned for my taste.
What problems is the product solving and how is that benefiting you?
It was possible to automate most of the refunds and cancellations using API through Zendesk. Generally I have everything I need to keep support team running. There are no outages that impact us, so it is very stable service over time.
Easy, reliable however a bit rigid
What do you like best about the product?
Easy to use, has good dashboard functionality
What do you dislike about the product?
Their customer service is very slow. They do not have basic functionalities like reminders, which could be important.
What problems is the product solving and how is that benefiting you?
basic ticketing system and calls, segregation of tickets
Powerful but oversized for growing wellness businesses
What do you like best about the product?
Zendesk is a mature and robust platform. The conversation history is complete and well-structured, email integration works reliably, and the ticketing system provides clear visibility into the status of each customer interaction. For medium or large teams, the automation options and macros allow for real time savings on repetitive responses. Bulk conversation export is also useful for subsequent analysis and training purposes.
What do you dislike about the product?
The main issue is the value-for-money proposition for small or medium-sized businesses: plans scale in price very quickly and many key features are locked behind higher tiers and the initial setup requires a considerable learning curve. The interface, while functional, feels heavy and sluggish compared to more modern alternatives.
What problems is the product solving and how is that benefiting you?
Zendesk helped us centralize customer communication that was previously scattered across multiple channels, giving the support team a single place to track and respond to inquiries. It reduced missed messages and improved response consistency. However, as our needs evolved particularly around WhatsApp automation and tighter integration with our booking workflows we found the platform's rigidity and cost difficult to justify it.
Easy to use
What do you like best about the product?
Zendesk has been incredibly easy to use. We use it at my employer for internal ticketing to help various departments resolve questions or issues. It's very easy and intuitive, there's automated emails, Macros to help streamline the process, the Views serve as a set of queues, etc. It's been one of the best ticketing systems I've had the opportunity to use.
What do you dislike about the product?
I really don't have any dislikes about the platform itself, but the cost for certain features is outside of our price range.
What problems is the product solving and how is that benefiting you?
Helps us streamline internal questions or issues without going through email communication. The thread in the ticket allows us to better track issues and we can also better track employee performance (SLA).
The solution is easy to use and can configure easily. Customer support also excellent
What do you like best about the product?
he automation tools like triggers and macros have been a game-changer for our team's productivity. It takes the repetitive work off our plates so we can focus on more complex issues
What do you dislike about the product?
The pricing model feels restrictive; it seems like every useful advanced feature or AI tool is locked behind an additional, expensive paywall
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of fragmented customer communications by centralizing all channels and automating repetitive tasks, which benefits you by increasing team productivity and speeding up ticket resolution times
Centralized Communication, Needs More Flexibility
What do you like best about the product?
I really like Zendesk for Customer Service because it has a great look and feel, and is easy to use for interacting with each customer. One feature I find amazing is the ability to connect WhatsApp, emails, and calls all on the same screen. This allows me to have all the necessary information without having to switch between multiple screens. I also appreciate the feature where all customer information and interactions are available on the same screen, and I can enhance it with the right-side widgets.
What do you dislike about the product?
I don't like the correlation between cost/benefit on their different plans and that you cannot personalize options or mix different user types. Also, the initial setup isn't as easy as expected, since you have to rely on partners for a correct deployment.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to improve our CS department with all customer information and interactions on the same screen and widgets to enhance functionality, like WhatsApp connectivity and emails, without switching screens.
Overall a pretty great tool
What do you like best about the product?
Zendesk provides a centralized hub for managing all customer interactions. Its ticketing system is intuitive, making it easy to track, prioritize, and resolve issues efficiently. Automation features like macros and triggers save time on repetitive tasks, while integrations with tools like Jira and Google Workspace help maintain smooth workflows. Reporting and analytics are clear and help identify trends in support requests.
What do you dislike about the product?
Customization can be limited unless you invest in higher-tier plans, and the interface can feel overwhelming for new agents due to the many features and settings. Occasional slowdowns can occur with large ticket volumes.
What problems is the product solving and how is that benefiting you?
Zendesk streamlines customer support operations, reduces response times, and provides visibility into team performance, helping ensure that issues are resolved efficiently and consistently.
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.
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