Zendesk Suite

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.

What do you like best about the product?

The seamless integrations with our existing CRM and communication tools are easily the biggest upside for us. On top of that, the customizable workflows and automated routing make sure complex tickets go straight to the right agents right away, without any need for manual triaging.

What do you dislike about the product?

While Zendesk is extremely feature-rich, the initial setup and configuration can feel complex and take a significant amount of time. For new administrators, there’s a steep learning curve—especially when trying to customize workflows and triggers—which can slow down the rollout and delay deployment.

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

We used to spend hours manually routing tickets and answering the same repetitive questions. Zendesk solved this by allowing us to set up automated workflows, macros, and a robust self-service Help Center. As a result, we've successfully deflected a large portion of our incoming tier-1 tickets, freeing up our support agents to focus on more complex customer issues and reducing our operational costs.

What do you like best about the product?

I like Zendesk for Customer Service’s AI chat bots, which are the best for finding out how to do things I don’t know how to do. I also like the personalized account manager, who is reliable for stuff after that. It helps with internal organization and metrics, and it provides excellent service. The initial setup was very easy. It integrates well with MS Outlook. I think the ROI is great.

What do you dislike about the product?

I think a more hands-on onboarding would help tailor Zendesk for Customer Service to specific business needs. We were given the free trial and had no follow-ups to set things up unless we reached out. It is great to have the AI help chat to walkthrough adjustments.

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

Zendesk for Customer Service helps me with internal organization and metrics, and provides excellent service.

What do you like best about the product?

Integration options are comprehensive, very easy to get up and running quickly.

What do you dislike about the product?

Some of the configuration processes are not intuitive, we found doing simple things took longer than expected in the setup phase. Once configured however reconfiguration and tweaking of settings was good,

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

visibility, escalations and a decent level of reporting out of the box.

What do you like best about the product?

Zendesk allows our company to route, organize, and automate customer messages by directing them to the appropriate team (order issues, refund requests, fulfillment requests, etc.).

As an IT professional with over 20 years of experience, I’ve managed competing services such as HubSpot, Zoho, and others for large companies. In my experience, Zendesk is the clear winner, and it’s the platform I consistently deploy for my customers.

What do you dislike about the product?

It seems like Shopify is rolling out a competing service. I hope Zendesk can maintain its position as the first choice.

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

Zendesk allows our company to route, organize, and automate customer messages by directing them to the appropriate team for order issues, refund requests, fulfillment requests, and similar needs.

Having a reliable system that makes it easy for customers to communicate with our team helps us provide consistent support, which in turn improves repeat business and customer loyalty.

What do you like best about the product?

The ease of being able to locate information and navigate through the system for my schedule as well

What do you dislike about the product?

that tickets automatically close after setting a status for them

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

managing ticket and balancing productivity