Zendesk Suite
ZendeskExternal reviews
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Easy for Everyone to Use, Minimal Onboarding Time
What do you like best about the product?
It’s easy for everyone to use, which means less time spent on onboarding.
What do you dislike about the product?
The free user guide that Zendesk offers isn’t very good. By “user guide,” I mean the feature where Zendesk lets you create and host your own user documentation within Zendesk.
What problems is the product solving and how is that benefiting you?
It gives us a straightforward way to track customer feature requests and bugs. The Slack integration is also a nice touch, and it makes it easy to notify all the relevant people.
Fun and creative learning experience!
What do you like best about the product?
I enjoy the macro ability to solve tickets with more efficiancy.
What do you dislike about the product?
I believe the review feature could be more complex and allow customers the ability to have more customization when it comes to leaving a review.
What problems is the product solving and how is that benefiting you?
Zendesk helps us organize all communications to come through one platform and prevents agents from having to email customers directly, which can not be measured.
Zendesk Keeps Every Customer Message in One Place with Strong Analytics and AI Replies
What do you like best about the product?
Zendesk is a ticketing solution, and it does it rather well. It consolidates all the messages of the customers, whether they are emails, chats or social media to a single inbox and so my team does not need to keep moving between the tabs to get the right conversation. It can also be easily visualized using built-in analytics dashboard to show ticket volume, average response time, and customer satisfaction scores. I also enjoy the fact that Zendesk AI is able to propose answers to agents on similar tickets that have been previously dealt with.
What do you dislike about the product?
The interface is functional, but it does not look the most modern. The design can be considered somewhat old-fashioned compared to the newer tools. It took us almost two weeks to get things in order. It would be good to have improved onboarding of new teams.
What problems is the product solving and how is that benefiting you?
Zendesk gathers all the messages of customers in a single location. There is no longer any jumping in and out of email, chat, and social media. It automates repetitive processes and thus agents conserve time. The AI takes care of frequently asked questions. Managers are able to follow up performance of the team using clear dashboards. Issues are identified and addressed quicker. In general, it streamlines customer service and reduces stress.
Efficient Customer Management, Needs UI Improvement
What do you like best about the product?
I really appreciate how Zendesk for Customer Service keeps everything organized in one place. Creating and managing tickets is straightforward, and it’s easy for me to follow each conversation without losing track of follow-ups or what needs to happen next. The interface feels clean and intuitive, which makes it approachable even if you’re using it for the first time. Overall, it helps my day-to-day work run more smoothly and feels a lot less stressful.
The features I get the most value from are the ticketing system, automation rules, and macros. The ticketing system keeps all customer interactions together, so I can track issues, keep the full context, and make sure nothing gets missed. The automation rules are especially helpful during busy hours because they can automatically assign or prioritize tickets, which saves me time when things get hectic and helps me stay on top of the queue. I also lean on macros for canned responses to common questions, so I can support multiple customers at once while keeping my replies consistent. On top of that, the initial setup felt smooth and easy, which made it simple to start using right away.
The features I get the most value from are the ticketing system, automation rules, and macros. The ticketing system keeps all customer interactions together, so I can track issues, keep the full context, and make sure nothing gets missed. The automation rules are especially helpful during busy hours because they can automatically assign or prioritize tickets, which saves me time when things get hectic and helps me stay on top of the queue. I also lean on macros for canned responses to common questions, so I can support multiple customers at once while keeping my replies consistent. On top of that, the initial setup felt smooth and easy, which made it simple to start using right away.
What do you dislike about the product?
One area I think could be improved is the interface, which can sometimes feel a bit cluttered—especially when I’m managing multiple customers or tickets at the same time. The reporting can also be confusing at times; I often have to put in extra effort to interpret the data clearly and then customise it so it works best for me.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps me keep customer queries organized so nothing gets overlooked. It also speeds up response times, which improves overall efficiency. The ticketing system, automation rules, and macros make it easier to manage interactions, automate routine tasks, and handle common questions in a smooth and consistent way. Overall, it makes my day-to-day work feel more structured, helps me stay on top of everything, and keeps the workload feeling less stressful.
Streamlined Conversations, Valuable Interaction History
What do you like best about the product?
I use Zendesk for Customer Service for tickets related to customer support and tech support. I find it makes it easy to have a trail of history and see all customer interactions. I like how streamlined it makes conversations. I really value the history and the notes.
What do you dislike about the product?
I find it challenging to have easier customization access for users other than admin.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service for its easy trail of history and customer interaction tracking. It streamlines conversations and I value having the history and notes.
Decent CRM with Plenty of Optional Upgrades
What do you like best about the product?
Decent CRM with lots of optional upgrades.
What do you dislike about the product?
I would love to see more robust options for exporting and analyzing data.
What problems is the product solving and how is that benefiting you?
All in one, easy to use point of contact for our customers.
Easy to Connect with Our App Ecosystem
What do you like best about the product?
It was very easy to connect with our app ecosystem.
What do you dislike about the product?
It's expensive and currently doesn't allow 3P integrations that we need
What problems is the product solving and how is that benefiting you?
CS for all the whitelabel solutions that we deploy to our clients
Efficient Ticketing with Room for Improvement
What do you like best about the product?
Zendesk for Customer Service provides a clean and intuitive interface that makes it easy to manage customer conversations across multiple channels. Navigating between tickets, customer profiles, and internal notes is straightforward, which helps agents work efficiently even with high ticket volumes. The implementation process was smooth, especially for basic setup like configuring email channels, groups, and ticket fields. Once the system was live, automation tools such as triggers, macros, and SLAs significantly reduced repetitive work and improved response consistency. The platform also offers a wide range of features including reporting dashboards, knowledge base management, role-based permissions, and multi-channel support, making it suitable for growing teams. It integrates well with other business tools, which helps sync customer data and reduces manual updates. Overall, it serves as a central hub that I rely on daily to track tickets, collaborate with team members, and monitor performance metrics.
What do you dislike about the product?
The pricing can increase quickly as additional features or higher-tier plans are required. Some advanced configuration options, especially around automation and reporting, require time to fully understand and optimize. While the platform is feature-rich, certain customization options for dashboards and analytics are limited unless you upgrade. Customer support resources are helpful, but for more complex configurations, resolution may take longer than expected.
What problems is the product solving and how is that benefiting you?
Zendesk helps centralize customer inquiries from multiple channels into a single ticketing system, improving visibility and accountability. Prior to using it, requests were handled through shared inboxes, which made tracking difficult and caused delays. With Zendesk, ticket ownership is clearly defined, collaboration between team members is easier, and automation reduces manual effort. The reporting tools provide insight into response times and workload distribution, helping improve operational efficiency. Because the platform is used frequently throughout the day, it has become essential for managing support workflows and ensuring consistent service quality.
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.
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.
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