Zendesk Suite

What do you like best about the product?

It has not taken too long to get going with the basic versions but I feel we still are not using it to its potential and maybe having a better onboarding solution would help even if this was via AI

What do you dislike about the product?

Somethings feel clunky on set up and it would help to have it more easily setup for new users

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

We are moving away from a simple email inbox so we hope to get better insight to issues that we can then fix

What do you like best about the product?

You can identify emails sent by seller, and also you can see when there have new update on the customer's profile.

What do you dislike about the product?

It does not have a feature to inform you if emails have been read by the customer, but it is still good

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

You can see if a customer has sent multiple emails and you can raise side conversation for further assistance from other departments.

What do you like best about the product?

Zendesk brings all customer interactions, including emails, live chat, and phone calls, into a single agent workspace. This way, teams can see the full conversation history without losing context or needing to contact the seller again. The workflow is very good cause you can see macros, views and all the interactions that happened

What do you dislike about the product?

To be honest, there’s nothing I dislike about Zendesk. It makes everything easy, without you needing to use different apps or platforms to communicate with customers.

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

Zendesk saves a lot of admin time because you can manage calls and emails in one place. You also have access to customer history, and it follows the ticket across every channel. Now we also have AI that helps reduce incoming ticket volume by automatically answering common questions, without customers even needing to speak to an agent.

What do you like best about the product?

It is very user friendly as it makes the customer information user friendly and ensuring previous conversations, internal notes, and direct communications are easy to follow. This helps the next person quickly understand the situation and respond with confidence and consistency.

What do you dislike about the product?

I don’t like Zendesk customer service because, at times, it’s hard to track whether the next person has checked and correctly actioned a profile (on the events filter). It’s also frustrating not being able to see who did what exactly on a customer’s profile.

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

Whenever there’s a response—whether it’s from the seller or a note left by a colleague—the ticket automatically opens so you’re aware of the action taken.

What do you like best about the product?

it is fast and reliable , giving you enough time to help customers

What do you dislike about the product?

sometimes zendesk can be slow , and have internet problems

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

it serves as a centralized hub where support tickets are organized, prioritized, and solved efficiently

What do you like best about the product?

Jira integration and ease of use helps us streamline our support operations. It's a robust database that meets our customer needs.

What do you dislike about the product?

The Analytics section is unintuitive. I understand ZD has to be flexible and scale to meet all company needs, but reports and Dashboards are surprisingly hard to navigate when needing specific data sets. Editing a dashboard with the tile placement interface is a good concept, but my team regularly has to use ChatPGT to help troubleshoot how to do things under Analytics. Also, it's detrimental to not be able to quantify Macro usage, that's a great data point (which macros do we use the most and when?). I understand we can dig deeper with tags and labels associated with the Macros, but that's more work and some tags are used across multiple Macros.

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

Streamlining incoming comms and we also use ZD as a ticketing system to process orders on top of regular support needs.

What do you like best about the product?

I like Zendesk's intuitive interface, ticket management capabilities, and the way it centralizes customer conversations across multiple channels. It makes it easier to track customer issues, collaborate with team members, and ensure that requests are addressed in a timely manner. The automation features also help reduce repetitive manual work and improve overall team productivity.

What do you dislike about the product?

Markdown support on the ticket would be of great value.

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

Zendesk helps centralize customer support requests and prevents conversations from getting lost across different channels. It improves visibility into ticket status, makes it easier to prioritize issues, and helps the team maintain consistent communication with customers. This results in better organization, less manual follow-up, faster issue resolution, and a more efficient customer support process.

What do you like best about the product?

It’s easy to use and very efficient. It also helps new users learn the app quickly, so they can complete every task fast and conveniently.

What do you dislike about the product?

It’s expensive, and it can feel a bit complicated the first time you use it. You have to spend extra time learning how it works and getting used to it.

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

It helps the business by managing tickets, calls, chats, and more. It also helps me solve a lot of problems through streamlined workflows. It saves time, and you’re able to track the quality of work once items are marked. The AI helps with features that make the job quicker.

What do you like best about the product?

They were very kind and helpful. They have really good knowledge

What do you dislike about the product?

There isn’t much I can say about dislike. Zendesk is pretty easy to use, and getting ahold of them isn’t difficult.

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

Typically it is about our account, and making sure we have the right licensing. But time to time it is an issue of why a ticket didn’t do what it is supposed to do.

What do you like best about the product?

They were responsive and helpful in resolving a billing issue.

What do you dislike about the product?

Scheduling a phone call was difficult because of a mismatched time zone.

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

Easier platform to use. Automation, reporting, etc. is straightforward.