Zendesk Suite
ZendeskExternal reviews
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Scalable and Efficient, But Needs Intuitive Reporting
What do you like best about the product?
I appreciate Zendesk Support Suite for its clean, agent-friendly interface and how it efficiently automates workflows with triggers. The centralized, multichannel support is invaluable for maintaining customer visibility in workflows, ensuring no request slips through unnoticed. Features like ticket views, macros, live chats, and the Help Center support our operations significantly. The suite integrates well with tools like Slack, Jira, and Google, which keeps everything streamlined and organized. Its scalability and ability to keep support operations organized, primarily due to role-based permissions and the use of automation and dashboards, make it a standout option. I would undoubtedly consider purchasing it again.
What do you dislike about the product?
Zendesk Support Suite's interface is powerful, but it lacks intuitiveness, particularly for non-technical users. Building custom reports often feels clunky and could benefit from enhancements such as a drag-and-drop report builder, plain language instructions, prebuilt and editable templates, inline previews, and a more user-friendly meta filter UI.
What problems is the product solving and how is that benefiting you?
I find Zendesk prevents ticket loss and streamlines communication with automation, making it easy to manage multichannel support efficiently.
Good service
What do you like best about the product?
Definitely that ease of use and comfortability
What do you dislike about the product?
Not much I can say is wrong besides maybe the wait times
What problems is the product solving and how is that benefiting you?
We use on a weekly bases
Zendesk Over any other New CRM/ticketing tool - Easy for admins
What do you like best about the product?
documentations are always on point and descriptive, they are just perfect, on point
What do you dislike about the product?
A little on pricing point, lower the prices, and everything's fine
What problems is the product solving and how is that benefiting you?
Zendesk is our core for customer service, we log all our user's issues in one place using zendesk and also its a database of possible solution for all issues in our product
Its OK and most definitely has basic CRM functional but....
What do you like best about the product?
Simple to implement but beware to be more sophisticated and intuitive the price goes up steeply
What do you dislike about the product?
..... alas lacks the intuitive integration, style and flow of some of its competitors. It is not truly omnichannel and therefore for the price lacks essential CPaaS qualities. Sorry I feel a little mean but honesty will help you succeed in an aggressive CRM market. Requires a UX and AI upgrade.
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
What problems is the product solving and how is that benefiting you?
Cost vs. basic functionality lack of Voice/VoIP routing integration is a huge barrier
Zendesk is very useful tool to scan and create a meaning article on any stuff
What do you like best about the product?
Zendesk is best for both creating new documents and maintaining its permission.
What do you dislike about the product?
Zendesk support suite is good, but sometimes resolution time exceeds the SlAs
What problems is the product solving and how is that benefiting you?
Zendesk helped us both in Helpdesk task maintenance and initiating 1st level chat
Robust and Scalable Support Platform with Excellent Integration Options
What do you like best about the product?
Zendesk is incredibly user-friendly and doesn’t require much training to get started. The UI is clean, and ticket management is smooth even with high volumes. The best part is how well it integrates with other tools—Slack, CRM platforms, and productivity apps—making it easy to fit into our existing workflows. I use this tool every day. The customer support of Zendesk is great.
What do you dislike about the product?
Ease of use and quick implementation are big advantages. It’s easy to scale as your team grows, and features like automation, macros, and knowledge base management enhance team efficiency. The reporting and analytics are also detailed and customizable, which helps with performance tracking and continuous improvement.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all our customer interactions across email, chat, and social channels into one unified platform. It streamlines ticket management, reduces response time, and enables better tracking of team performance. The automation tools help eliminate repetitive tasks, improving agent efficiency. With real-time chat, we’re able to support customers instantly, which increases satisfaction and retention.
Excellent AI software
What do you like best about the product?
My experience with Zendesk for Customer Service is still very positive. It continues to be a reliable platform for managing customer support tickets and improving response time.
What do you dislike about the product?
While Zendesk for Customer Service is a very reliable platform for managing support tickets and customer communication, there is still room for improvement. The interface can sometimes feel a bit complex for new users, and certain reporting and customization features could be made more intuitive. Simplifying these areas would make the overall experience even better for support teams.
What problems is the product solving and how is that benefiting you?
AI customer service helps to relive most of the customer's issues without being a staff getting involved and chatbot is also available to guide the customer's with the process and information required.
Zendesk Support suite offers a seamless and user-friendly platform for managing customer support
What do you like best about the product?
It is omnichannel support, it has automation and AI, its is customisable and scalable, It offers robust reporting and analytics also it has self service option, seamless integrations and mobile support.
What do you dislike about the product?
A little complex setup for new users and limited customization on lower plans.
Noticed inconsistent chat experience
Noticed inconsistent chat experience
What problems is the product solving and how is that benefiting you?
Fragmented Customer Communication
Slow response times
Slow response times
Built for Efficiency and Reliability
What do you like best about the product?
One thing I like about Zendesk for Customer Service is that after using it for some time, it becomes quite easy to use. At the beginning it may seem a bit complex, but once you get familiar with the system and where everything is located, it becomes much more intuitive. After that, it helps a lot with organizing tickets and managing customer requests efficiently.
What do you dislike about the product?
Sometimes, when there are many tickets in the system, customers can experience issues with their tickets being assigned correctly, and a few requests may get overlooked. Improving the way tickets are routed and tracked could make the experience smoother and ensure every customer request is handled efficiently.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralize customer communication betweeen different teams and it allows to add internal comments
A user friendly tool for ticketing purpose.
What do you like best about the product?
Working on a ticket is very easy other than Freshdesk. I had used the zendesk for about more than a year. It is very easy to use, no special training for newbies in the company.
What do you dislike about the product?
Nothing much is to dislike about the Zendesk.
What problems is the product solving and how is that benefiting you?
Well, it is solving the main customer support issue through emails or live chat. The issues directly comes to us and does provide us a time period to resolve those issues in a specific manner of time.
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