Zendesk Suite

What do you like best about the product?

The platform UI is easy to navigate. Training new agents on how to use Zendesk is always extremely easy. The keyboard shortcuts make responding to customer tickets fast and efficient. Zendesk Knowledge is also a fantastic platform for building and maintaining a self-service option for customers to find their own answers. We paid the Zendesk knowledge Help Center we built with a widget that we embedded right into our website and it reduced the number of support tickets we received.

What do you dislike about the product?

The AI tools feel clunky at the moment, all of the Zendesk AI tools we've tried at our organization have not lived up to our expectations after reading Zendesk's documentation.

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

Compared to other platforms I've used, Zendesk was easier to set up and use. It's also really nice that you can purchase a suite of products and know the price in advance. Some other platforms make you pay for additional services later, with Zendesk we knew ahead of time exactly what we were getting for the price we paid.

What do you like best about the product?

We tell customers on our website they'll hear back within a few hours, and before this we had zero real way to check if we were actually keeping that promise until a customer complained about it directly. Set up SLA policies tied to ticket priority, and now there's an actual dashboard showing whether we're hitting first reply targets instead of just hoping. When something's about to breach, it gets flagged and bumped up automatically instead of sitting quietly in a queue until someone notices.

What do you dislike about the product?

Figuring out the difference between what triggers can do versus what needed an automation instead took some trial and error, tried building an alert for "about to breach SLA" as a trigger a couple times before realising that specific check only works through automation, not triggers.

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

We used to find out we'd broken our own response time promise only after a customer called it out, which isn't great way to run support. Having actual SLA tracking means we catch it before it becomes a customer complaint instead of after. The trigger versus automation confusion cost me an afternoon of troubleshooting, but once I understood the split, setting up the rest of the escalation rules went smoothly.

What do you like best about the product?

The biggest upside of Zendesk for Customer Service is that it centralizes customer interactions into one organized system, making it easier for support teams to respond quickly and consistently.

What do you dislike about the product?

Need more tutorials, but then again I haven't browsed

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

N/a

What do you like best about the product?

We’ve been using Zendesk to manage our customer service, and overall it’s been a great tool for keeping everything organized. It gives our team a single, central place to handle customer inquiries, track conversations, assign tickets, and make sure nothing slips through the cracks.

One of the biggest benefits is being able to see a complete history of each customer’s interactions all in one place. The automation and ticket management features also help us respond more efficiently and stay on top of a high volume of requests without losing context.

That said, there’s definitely a learning curve, especially given the number of features and customization options available. Once everything is set up properly, though, Zendesk makes day-to-day customer service management much easier. It’s helped us build a more organized and consistent support process, and I’d recommend it to businesses looking for a robust customer service platform.

What do you dislike about the product?

It does not play nicely at all with other ticketing systems. Other systems insert the ticket id into the subject but zendesk does not allow this which results in new tickets being created on the other side for every message sent. Major issue if dealing with other businesses. They need to handle this properly or we might need to switch platforms inspite of everything else

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

It is a streamlined and efficient way to interact with customers

What do you like best about the product?

It does a good job of tracking tickets and reporting

What do you dislike about the product?

It could do a better job with integrating with outside software

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

It is helping with our ticket and interaction management. It helps

What do you like best about the product?

Zendesk works really well for our small customer service team. It's easy to use and pretty intuitive, so new agents get up to speed fast. We use it for chatbots, conversational support, and as a shared inbox, and it handles all of that smoothly without a lot of overhead.

What do you dislike about the product?

The main thing missing is the ability to text customers directly from the interface. You can only respond over SMS after a customer has texted in first, which is probably tied to SMS compliance laws, but it would be nice to have the option to start a text conversation ourselves.

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

As a small team, Zendesk lets us run chatbots, conversational support, and a shared inbox all in one place instead of juggling separate tools. That keeps our customer conversations organized and lets a small team keep up with a high volume of support requests.

What do you like best about the product?

Zendesk keep us organized to ensure greater communication to our field of Advisers and clients.

What do you dislike about the product?

It is sometimes confusing when responding to a ticket internal vs external.

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

It keeps our employees committed to answering tickets on a timely basis.

What do you like best about the product?

Zendesk helps keep us organized and makes sure we do not leave a client feeling unheard. Without this tool I dont know how we would keep track of all our client facing conversations.

What do you dislike about the product?

I dont really dislike anything but it seems like every other tool we could take advantage of comes at an additional price so cost per user can get expensive pretty quickly,

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

Making sure we have detailed notes and call transcriptions in an organized way for all clients.

What do you like best about the product?

Usability is the best part of using Zendesk. It's an easy-to-use, intuitive, and well-structured system. For me, that's the software's strongest point.

What do you dislike about the product?

I haven't had a bad experience with Zendesk yet, so I can't comment on this question at the moment. I've only been using the tool for 2 years. We're still not operating in accordance with best practices for using Zendesk. Unfortunately, our learning curve is very long.

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

At Zendesk, the organization of information is very interesting and works very well. Since we can link tickets to customer records, it’s easier to maintain a history of interactions, which helps the team provide more appropriate customer service by allowing them to track the customer’s interaction history.

What do you like best about the product?

What I like most about Zendesk for customer service is its ease of use. New employees typically have very little difficulty learning the platform, navigating its features, and understanding how to complete their tasks with minimal training. This makes the transition from training to performing the job independently very quick and efficient.

I also really value Zendesk’s automations and triggers, which have allowed us to create customized ways to filter, organize, and manage our tickets. Additionally, its long-term storage capabilities have been extremely useful. We have been using Zendesk for approximately 10 to 12 years, and it has become our go-to resource whenever we need to locate older tickets or email correspondence. In that sense, it also serves as a valuable archive for historical customer communications.

Another aspect I really appreciate about Zendesk is its reliability. We have experienced very little, if any, downtime, and the platform is consistently available when we need it. This has allowed us to maintain uninterrupted communication with our customers and depend on Zendesk as a core part of our daily operations.

In terms of pricing, we also feel that Zendesk offers fair value for the features and capabilities it provides. Overall, we are very satisfied with the software and believe it delivers a strong balance of reliability, functionality, and value.

What do you dislike about the product?

What I like least about Zendesk is that tagging or directly notifying other team members within a ticket feels somewhat limited. It can be difficult to make sure the right person is immediately aware that a particular ticket requires their attention or follow-up. A more intuitive and visible way to tag colleagues within tickets would make collaboration easier.

I would also like to see improvements in customer support. Although I have only needed to contact Zendesk support on a few occasions, the lack of a direct phone support option can make resolving certain issues more difficult. Support is primarily handled through chat, and sometimes explaining a complex issue that way can be challenging. In some situations, a phone conversation would allow for faster back-and-forth communication, make it easier to clarify the problem, and ultimately lead to a quicker resolution.

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

One of the main problems Zendesk solves for our customer service team is the need for a shared inbox where multiple team members can access and manage the same tickets from their individual accounts. This gives us clear visibility into who handled each request and helps prevent duplication or missed communications.

Because we receive a high volume of emails from our customers, having everything centralized in one platform is extremely valuable. Zendesk allows us to efficiently process, track, and access customer communications in one place, making it much easier for the team to stay organized and work collaboratively.