Zendesk Suite
ZendeskExternal reviews
6,654 reviews
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Great!
What do you like best about the product?
Keeps us organized and allows us to respond to emails quickly.
What do you dislike about the product?
I can't figure out how to forward emails to external accounts and the admin/support center is a little too many clicks to get to a specific section
What problems is the product solving and how is that benefiting you?
helps us email + text our customers
My experience has been very good
What do you like best about the product?
I like the flexibility of Zendesk and how it can be customized to fit your specific needs.
What do you dislike about the product?
One drawback is that I can’t restrict my help center bot’s access by country.
What problems is the product solving and how is that benefiting you?
It helps organize all tickets and provides a workspace where agents can efficiently manage inquiries without missing any.
Powerful Customer Support Platform with Great Automation
What do you like best about the product?
It makes it easy to manage customer conversations across multiple channels in one place. The automation features (triggers, macros, workflows) are a huge time-saver and help streamline repetitive tasks.
I also like the flexibility of integrations with other tools like CRMs and Slack, which makes it easy to fit into existing workflows.
The ticketing system is extremely reliable, making it easy to manage customer conversations across multiple channels in one place.
I also like the flexibility of integrations with other tools like CRMs and Slack, which makes it easy to fit into existing workflows.
The ticketing system is extremely reliable, making it easy to manage customer conversations across multiple channels in one place.
What do you dislike about the product?
Reporting is powerful, but setting up custom reports can also be a bit tricky.
Some parts of the admin setup and customisation can feel complex and not very intuitive, requiring time to learn or reach out to technical support.
Some parts of the admin setup and customisation can feel complex and not very intuitive, requiring time to learn or reach out to technical support.
What problems is the product solving and how is that benefiting you?
Zendesk helps centralise all customer support interactions into one platform, improving response times and customer satisfaction.
It also provides better visibility into support performance through analytics.
It also provides better visibility into support performance through analytics.
Zendesk is a great tool
What do you like best about the product?
Zendesk is a super good tool for our use case. It is highly flexible which really enables us to have specific routing to solve the issue of our users. We love the AI co-pilot to incentivize our agents to resolve matter better and more efficiency.
What do you dislike about the product?
Pricing is very steep. I also dislike their chatbot to contact their support.
What problems is the product solving and how is that benefiting you?
It helps us respond to our users promptly and efficiently.
it is user-friendly platform that makes managing customer interactions efficient and organized.
What do you like best about the product?
It provides smooth environment for customer support.
What do you dislike about the product?
It should provide integration capabilities to connect with app stores so we can directly give review feedback on app store through zendesk.
What problems is the product solving and how is that benefiting you?
To resolve customers issues through ticket.
Zendesk: Powerful when you need it, lightweight when you don't
What do you like best about the product?
Zendesk gets the basics right, which is frankly rarer than it should be. The interface is clean and intuitive, so new agents can be productive within hours rather than days. Ticket management is smooth and straightforward, which makes triage and assignment feel effortless.
Where it really earns its keep is the integration ecosystem. Slack, Jira, Harvest, and hundreds more (that we don’t even use at the moment) all connect without needing a PhD in middleware. For a team that already runs multiple tools, that’s genuinely valuable.
In our business, focused on CX and CJM, we aim to deliver great, responsive customer service, and Zendesk supports that by having almost zero downtime.
Where it really earns its keep is the integration ecosystem. Slack, Jira, Harvest, and hundreds more (that we don’t even use at the moment) all connect without needing a PhD in middleware. For a team that already runs multiple tools, that’s genuinely valuable.
In our business, focused on CX and CJM, we aim to deliver great, responsive customer service, and Zendesk supports that by having almost zero downtime.
What do you dislike about the product?
The out-of-the-box functionality is intentionally lightweight, which is fine as long as you know that going in. However, getting to the features that make Zendesk genuinely powerful often means stacking add-ons, and the costs can escalate quickly.
As you start scaling, the pricing tiers can also feel a bit like being nickel-and-dimed.
Zendesk’s own customer support is a little ironic in that it isn’t always the fastest, and you tend to notice that more when you’re a customer of a support platform.
As you start scaling, the pricing tiers can also feel a bit like being nickel-and-dimed.
Zendesk’s own customer support is a little ironic in that it isn’t always the fastest, and you tend to notice that more when you’re a customer of a support platform.
What problems is the product solving and how is that benefiting you?
Centralising all customer interactions into a single, auditable workflow has helped us reduce response times, improve agent accountability, and deliver clean reporting for stakeholders, all without needing a heavyweight IT implementation to get started.
several automation and triggers you can play around
What do you like best about the product?
several automation and triggers you can play around which really help us in managing huge amount of tickets
What do you dislike about the product?
price and the browser notification still not available
What problems is the product solving and how is that benefiting you?
handling major issues on our network and we are able to timely update customers thru bulk updates
NOT BAD
What do you like best about the product?
report details and home page which are simple and easy to understand
What do you dislike about the product?
the real time monitoring page is not as detailed as excepted
What problems is the product solving and how is that benefiting you?
Zendesk helps us to receive al kind of message/emails/voice/livechat and respond easily to cx
Solid Support Platform, but Requires Significant Self-Service
What do you like best about the product?
Zendesk is a solid, established platform for running support, especially for core ticket management. The tool itself is generally good, but it does require a lot of self-service to fully optimize. Reporting has been one of the weaker areas for me, and building out workflows can sometimes feel more complex and manual than expected.
I’ve also had challenges with communication and partnership from my Account Management team. I would have appreciated more hands-on guidance in optimizing the platform for my support organization, even if that support came at an added cost. That said, I’ve recently been given some resources that may help us get more value from the platform.
Overall, Zendesk is a capable solution, but success with it depends a lot on your team’s ability to self-serve and manage the setup effectively.
I’ve also had challenges with communication and partnership from my Account Management team. I would have appreciated more hands-on guidance in optimizing the platform for my support organization, even if that support came at an added cost. That said, I’ve recently been given some resources that may help us get more value from the platform.
Overall, Zendesk is a capable solution, but success with it depends a lot on your team’s ability to self-serve and manage the setup effectively.
What do you dislike about the product?
Zendesk handles core customer service needs well, but I’ve found it takes a lot of effort to move from basic functionality to a truly optimized setup. Reporting has been one area where I’ve wanted more depth and usability, and workflow design can sometimes feel more labor-intensive than expected. I also think there’s an opportunity for Zendesk to offer more consultative, hands-on support for customers who want help shaping the platform around their service strategy.
What problems is the product solving and how is that benefiting you?
Zendesk helps solve the need for a centralized, scalable customer support operation. It gives our team one place to manage incoming requests, organize ticket workflows, and maintain visibility across customer issues. That structure is beneficial because it creates more consistency in how we handle support, improves team coordination, and helps us stay on top of customer needs as volume grows. For us, the main value has been having a dependable system for core support operations and case management.
Good！！！
What do you like best about the product?
The features are comprehensive, the performance is very stable, it is suitable for large teams, and it is very easy to use.
What do you dislike about the product?
The price is too expensive. It updates too frequently, so administrators need to keep an eye on Zendesk updates regularly.
What problems is the product solving and how is that benefiting you?
It can integrate with many mainstream social media platforms, allowing customers to communicate better with agents.
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