Zendesk Suite

What do you like best about the product?

Centralizes customer conversations, ticket management, automation, and self-service in one platform. The help-desk workflows and customization options are particularly useful as support volume grows.

What do you dislike about the product?

The platform can feel complex to configure and administer, and some advanced functionality can require additional setup, training, or higher-tier plans.

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

Zendesk provides a centralized place to manage customer requests, track tickets, automate repetitive support tasks, and maintain consistent customer-service workflows. This helps improve organization, response times, visibility into support activity, and the overall customer experience.

What do you like best about the product?

I like that it is an easy tool to use to communicate with guests. I love that it shows all communication history and it is an easy tool to use and train on.

What do you dislike about the product?

I don't think there is anything I dislike about Zendesk for Customer Service.

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

It allows me to effectively communicate with guests in the order received. I love that you can press play and easily receive messages in the order received as well. It also shows all chat and email history.

What do you like best about the product?

One of the things I like most about Zendesk is how well it integrates with Slack. The Slack notifications are particularly helpful because I receive an alert when a ticket has been responded to, which means I can stay informed about ticket activity without having to constantly monitor Zendesk. This is especially useful when working across multiple tickets or collaborating with different teams, as it provides an additional layer of visibility and helps ensure that important updates do not get missed. I also like having customer conversations, ticket history, and support activity centralized in one place. Having that information readily available makes it easier to understand the full context of a customer issue and track it through to resolution. Zendesk also provides useful reporting and automation capabilities, which can help teams monitor performance, identify trends, and reduce the amount of time spent on repetitive tasks. Overall, I appreciate that Zendesk provides a structured way to manage customer service requests while still offering integrations that fit into the other tools our team uses every day.

What do you dislike about the product?

My main frustration with Zendesk is that the product can feel quite complex to use. There are a lot of features, settings, and configuration options, and it can take some time to understand how everything works and determine the best way to use the platform. This can make the experience feel overwhelming, particularly for new users or when trying to complete something that should be relatively simple. I also find the functionality for mentioning or tagging another person directly within a ticket to be limited. When I need to bring a teammate's attention to a specific ticket or ask for their input, I would prefer a more straightforward way to mention them directly in the ticket and clearly notify them. Having to rely on another communication channel for something that could be handled within the ticket can create additional steps and make collaboration less seamless. While Zendesk has a lot of powerful functionality, I think simplifying some of the user experience and improving collaboration features within individual tickets would make the platform much easier and more efficient to use.

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

Zendesk helps us manage and respond to customer support requests in a structured and efficient way. I work for a software company that provides solutions for public safety, so our customers often rely on us to quickly address issues that may impact their day-to-day operations. Zendesk gives customers a centralized place to submit support tickets and provides our team with the information and context needed to investigate and resolve those issues effectively. It also helps me prioritize requests based on urgency and impact, allowing me to focus my attention on the most critical issues first. Having tickets organized in one system makes it easier to track conversations, follow up on outstanding requests, and ensure that important customer issues do not get overlooked. Overall, Zendesk helps us provide a more consistent and responsive support experience while giving me a clear way to manage my workload and prioritize customer needs.

What do you like best about the product?

Being able to reply straight from Outlook and have it land back in the ticket without any extra steps is a big help. The unassigned-ticket alerts also catch anything that might otherwise fall through the cracks when the team is heads down on something else.

What do you dislike about the product?

Anything that isn’t a direct employee request still has to be routed in manually. Low disk space and mailbox storage warnings come from other monitoring tools, so I end up having to forward those into a ticket myself instead of having them land there automatically.

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

Every access request, password reset, and hardware issue across the company now lands in a single queue instead of being scattered across emails. Each ticket keeps its ID and full history with it, so nothing gets lost when a request gets handed off or bounces between our team.

What do you like best about the product?

What I like about Zendesk for Customer Service is how seamlessly it brings everything together. The platform makes it incredibly easy to manage customer inquiries across email and chat without losing context. Its interface helps reduce repetitive tasks so the team can focus on delivering meaningful support. Zendesk strikes a great balance between being powerful and easy to use, which makes a noticeable difference in day‑to‑day service operations.

What do you dislike about the product?

The configuration changes sometimes require navigating through several menus, which can slow down setup or adjustments. These are deal‑breakers, but they do create friction that teams have to work around.

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

The portal keeps all our customer questions in one spot which makes life a lot easier. Whether someone’s asking about a keyboard issue, an order mix‑up, or a shipping delay, we can track everything quickly and respond without digging around. It helps us stay organized and get back to people faster.

What do you like best about the product?

I love the omnichannel experience, giving customers multiple ways of reaching us. The UI is very well thought out and its good looking.

What do you dislike about the product?

At the moment I just dislike the price. Its a really great platform but its quite expensive, even for only two agents. So for smaller businesses like mine its a bit, however again its a great platform.

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

Well it allows me to have a single source of truth so to speak for all customer communications, everything is in a ticket which helps me to not lose track of anything.

What do you like best about the product?

zendesk works well for our needs. I wish we could edit closed tickets - adding tags, revising solutions, etc. otherwise it works for what we need it to .

What do you dislike about the product?

unable to edit tickets after closing them.

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

better reporting and a better system - easier to use.

What do you like best about the product?

Really love the platform in general. Makes it super easy to manage our customer service tickets through statuses, macros, etc.

What do you dislike about the product?

I wish we were able to do full ticket downloads in any paid version. Currently we are unable to do a full ticket export without being in a higher tier, but the higher tier does not make sense for our business size.

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

Helping us keeper customer service tickets organized and efficient through macros.

What do you like best about the product?

I find Zendesk for Customer Service easy to manage, which is really helpful for handling customer service tasks. The integration of knowledge capture and other apps, like Sparkly, within Zendesk adds value as it enhances the management of customer service operations.

What do you dislike about the product?

I'm dealing with a voice issue where there are delays on voice, chat, and text. Also, the initial setup of Zendesk for Customer Service wasn't great or easy, as it took a couple of years to set up.

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

Zendesk for Customer Service helps us with easy ticket management and integrates well with other apps, though we face delays with voice, chat, and text services.

What do you like best about the product?

What I like most about Zendesk is how flexible it is. You can really customize it around your team's workflow instead of having to change your process to fit the platform. Views, macros, triggers, automations, SLAs, and reporting give you a lot of control over how tickets are managed.

I also like that it can grow with the team. We started with the basic support workflows and were able to build more advanced processes around shipping, escalations, Help Center content, and AI. Having everything in one place makes it much easier to keep track of customer issues and make sure nothing gets missed.

What do you dislike about the product?

The biggest downside for me is that there is a learning curve, especially when you're setting up more advanced workflows. There are a lot of settings and configuration options, and sometimes it can take a bit of digging to figure out where something needs to be changed.

The AI features are also powerful, but they still need some monitoring and fine tuning. You can't just turn them on and expect everything to work perfectly right away. Overall, though, I think the flexibility is worth the learning curve.

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

Zendesk helps us keep customer support organized and makes it much easier to manage a growing volume of requests without things falling through the cracks. We use it to centralize customer conversations, create clear workflows, track SLAs, and automate repetitive tasks through triggers, macros, and automations.

It also gives us better visibility into what is happening with our support queue. We can create views for different types of issues, prioritize tickets, and make sure the team is following consistent processes.

The AI features and Help Center also help us handle common questions more efficiently and give customers the option to find answers on their own. Overall, it has helped us create a more structured and scalable support operation.