Zendesk Suite
ZendeskExternal reviews
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Great support on a holiday!
What do you like best about the product?
I liked the ease of being able to use the chat feature once I found it. It was simple, and the representative helping me resolved the issue promptly.
What do you dislike about the product?
I had previously emailed support, not knowing there was a chat option so I had many follow up requests trying to handle my issue that was was already resolved. Maybe have chat option as first line of resolve.
What problems is the product solving and how is that benefiting you?
The request was regarding closure of tickets on a holiday
Fantastic Ticket Management
What do you like best about the product?
Zen Desk's customization has continued to grow over the last few years, with far more modifications available, as well as AI integration which has been very useful.
What do you dislike about the product?
Support via email has gotten better, but again, returning phone support would be ideal.
What problems is the product solving and how is that benefiting you?
Organizing all IT related support requests.
Adding Services
What do you like best about the product?
Ticketing and ease of use. We have written some custom scripts
What do you dislike about the product?
Adding new services and getting a refund
What problems is the product solving and how is that benefiting you?
ticketing
Support regarding JIRA integration
What do you like best about the product?
The assigned agent was very precise with their replies and was able to share the exact article that resolved the issue at hand. This helps a lot in saving our time by looking for ways and avenues to solve the current issue at hand.
What do you dislike about the product?
The only thing that I disliked about the support experience was that it wasn't instantaneous. The agent was taking a lot of time to reach back which kept the whole process of getting a resolution paused at times.
What problems is the product solving and how is that benefiting you?
Daily day-to-day operations are made very easy wherever and whenever we are stuck at any given point. Along with the article recommendations, the articles themselves are written in a way that there is not too much effort required in terms of understanding the same.
helpful
What do you like best about the product?
the support team very helpful, and they responded quickly and effectively
What do you dislike about the product?
there's nothing bad at all, it's easy to use
What problems is the product solving and how is that benefiting you?
maybe the SLA if it's faster it will be great
Customer Support for new brand
What do you like best about the product?
Really smooth learning curve with tons of online documentation in Spanish and responsive Account Managers. A tool that you can configure on the fly and DIY - no need for being a techie.
What do you dislike about the product?
When requesting support from Sales Dptm, better contacting your KAM instead of trying on the chat. On the architectural side, I'd like to add the same fields to different ticket types instead of having to duplicate fields.
What problems is the product solving and how is that benefiting you?
I do like two features: 1. the Guide module and the ability to reuse the content as part of the answers at the chatbot, and 2. the add-phone line feature, so easy to deploy.
easy to use. and Efficient
What do you like best about the product?
"Zendesk has evolved from a simple organization tool into a powerhouse of efficiency. With the new Agent Copilot, I no longer just manage queries; I resolve them faster using AI-powered summaries and suggested actions. The Intelligent Triage feature is a game-changer, automatically identifying customer intent and sentiment so I can prioritize urgent issues at a glance. It has transformed my workflow from reactive to proactive, ensuring every customer feels valued through smarter, automated interactions.
What do you dislike about the product?
While Zendesk remains a leader in centralizing communication, there is still room for improvement in post-submission flexibility. The inability to edit comments after they are posted remains a hurdle for correcting minor typos or formatting slips. Additionally, while Markdown support is excellent for internal organization, the email gateway still struggles with external formatting; it often fails to handle line wrapping and nested threads from customers' plain-text emails effectively. A more intelligent 'auto-formatting' layer for incoming emails would significantly reduce the manual effort needed to parse messy tickets.
What problems is the product solving and how is that benefiting you?
An all-in-one lead generation and customer service platform.
Chat, phone, email, and social media all in one place.
Provides a lot of customization options.
Robust integration with third-party applications and systems.
Supports multiple languages.
Chat, phone, email, and social media all in one place.
Provides a lot of customization options.
Robust integration with third-party applications and systems.
Supports multiple languages.
A good ticketing tool full of features
What do you like best about the product?
The ticketing system is versatile, it allows the Support Department to manage thousands of tickets, live chat implementation is excellent, and the system is stable. We love the way the system integrates via API and the speed of the API responses.
What do you dislike about the product?
Sometimes there are various glitches in ticketing, but there is nothing to stop us from doing our jobs. I don't like that via the API I cannot search for tickets in multiple groups in the same call; this would be a super helpful feature for us and would lower the number of API calls we are doing each day!
What problems is the product solving and how is that benefiting you?
We implemented a complete wrapper against zendesk that our customers use to raise tickets. We have also implemented live chat and a wrapper against the help center. Overall, we heavily rely on zendesk support suite for our day-to-day activities.
Zendesk for use in travel related support- you have my vote.
What do you like best about the product?
I recommend and love Zendesk because it is easy to learn for someone coming in-, and I train people on my team for it! I also enjoy all the macro functionality, the reporting options, and how everything is laid out; the design makes intuitive sense. There are also a lot of add-ons and widgets that you can add to customize your experience, not to mention the knowledge base that can be created based on whatever product or processes you support.
What do you dislike about the product?
I think using queries and reporting could be more accessible to new users; I would also like a function to track macros without using tags.
What problems is the product solving and how is that benefiting you?
It is a wonderful call and email CRM. Zendesk is easy to learn for agents, and I appreciate that.
Instant and useful help
What do you like best about the product?
New intersting features, stable and get better with these new AI features such as Advanced AI
What do you dislike about the product?
Reliability and UX issues from older version of Zendesk for support. Too much add-on
What problems is the product solving and how is that benefiting you?
Nothing to say
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