Zendesk Suite
ZendeskExternal reviews
6,652 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy to use
What do you like best about the product?
Zendesk has been incredibly easy to use. We use it at my employer for internal ticketing to help various departments resolve questions or issues. It's very easy and intuitive, there's automated emails, Macros to help streamline the process, the Views serve as a set of queues, etc. It's been one of the best ticketing systems I've had the opportunity to use.
What do you dislike about the product?
I really don't have any dislikes about the platform itself, but the cost for certain features is outside of our price range.
What problems is the product solving and how is that benefiting you?
Helps us streamline internal questions or issues without going through email communication. The thread in the ticket allows us to better track issues and we can also better track employee performance (SLA).
The solution is easy to use and can configure easily. Customer support also excellent
What do you like best about the product?
he automation tools like triggers and macros have been a game-changer for our team's productivity. It takes the repetitive work off our plates so we can focus on more complex issues
What do you dislike about the product?
The pricing model feels restrictive; it seems like every useful advanced feature or AI tool is locked behind an additional, expensive paywall
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of fragmented customer communications by centralizing all channels and automating repetitive tasks, which benefits you by increasing team productivity and speeding up ticket resolution times
Centralized Communication, Needs More Flexibility
What do you like best about the product?
I really like Zendesk for Customer Service because it has a great look and feel, and is easy to use for interacting with each customer. One feature I find amazing is the ability to connect WhatsApp, emails, and calls all on the same screen. This allows me to have all the necessary information without having to switch between multiple screens. I also appreciate the feature where all customer information and interactions are available on the same screen, and I can enhance it with the right-side widgets.
What do you dislike about the product?
I don't like the correlation between cost/benefit on their different plans and that you cannot personalize options or mix different user types. Also, the initial setup isn't as easy as expected, since you have to rely on partners for a correct deployment.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to improve our CS department with all customer information and interactions on the same screen and widgets to enhance functionality, like WhatsApp connectivity and emails, without switching screens.
Overall a pretty great tool
What do you like best about the product?
Zendesk provides a centralized hub for managing all customer interactions. Its ticketing system is intuitive, making it easy to track, prioritize, and resolve issues efficiently. Automation features like macros and triggers save time on repetitive tasks, while integrations with tools like Jira and Google Workspace help maintain smooth workflows. Reporting and analytics are clear and help identify trends in support requests.
What do you dislike about the product?
Customization can be limited unless you invest in higher-tier plans, and the interface can feel overwhelming for new agents due to the many features and settings. Occasional slowdowns can occur with large ticket volumes.
What problems is the product solving and how is that benefiting you?
Zendesk streamlines customer support operations, reduces response times, and provides visibility into team performance, helping ensure that issues are resolved efficiently and consistently.
Good ticketing SaaS
What do you like best about the product?
We are lucky enough to use their light legacy plan. It is sufficient for our needs.
What do you dislike about the product?
They have very strict spam filtering that you cannot really change. So some automated messages that we need in the inbox are going straight to spam.
What problems is the product solving and how is that benefiting you?
Email ticketing
Zendesk has been a go to for our operation
What do you like best about the product?
It allows me to easily message and respond to our clients via the intuitive platform. We also use Zendesk for our help center, which is incredibly easy to operate.
What do you dislike about the product?
Sometimes I am unable to log into the application from the normal login screen and I need to re-route to a different URL.
What problems is the product solving and how is that benefiting you?
Easily communicate with our customers to ensure quick responses to their questions/issues.
Easy to use, nice user experience, and very flexible
What do you like best about the product?
We've been using Zendesk for years and really like how user-friendly it is. The keyboard shortcuts make it really easy to move quickly through triaging tickets. It's fast, a great web app, and the APIs make it extremely extensible.
What do you dislike about the product?
I wish they would focus more on integration with other tools for things like AI and provide more flexibility there instead of trying to do everything themselves. For our use cases, it doesn't really work very well with the solutions that they are building natively.
Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare.
Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare.
What problems is the product solving and how is that benefiting you?
We run a service-based business, so we do all of our customer service tickets and tracking through Zendesk.
A Product I Love
What do you like best about the product?
All information is gather in one place and it's easy to look up and check messages.
What do you dislike about the product?
when copying people from outside of the origanzation.
What problems is the product solving and how is that benefiting you?
When copying people outside of the system, it gets confusing sometimes.
User-Friendly Zendesk That Streamlines Support with Fast, Straightforward Reporting
What do you like best about the product?
Zendesk is very user-friendly and easy to navigate, which makes day-to-day customer support much more efficient. It’s especially great for reporting, as pulling metrics is straightforward and quick. I also find it very easy to build and customize forms, macros, and triggers, which helps streamline workflows and improve overall productivity.
What do you dislike about the product?
One downside of Zendesk is that reporting can feel limited without advanced setup, especially for more complex or custom metrics. It can also be a bit challenging to manage and troubleshoot triggers or automations at scale, as they can become hard to track. Additionally, some features are not very intuitive at first and may require extra time or documentation to fully understand.
What problems is the product solving and how is that benefiting you?
Zendesk helps keep everything in one place, so it’s a lot easier to track and manage tickets without things getting lost. It solves the issue of scattered communication by organizing everything into queues and workflows. For me, it saves time and makes it easier to respond faster. Things like macros, triggers, and forms also help a lot with repetitive work and keep responses consistent, so I can focus more on the cases that actually need attention.
..
What do you like best about the product?
...................................................................
What do you dislike about the product?
..................................................
What problems is the product solving and how is that benefiting you?
This tool allows us to effectively share data and coms with our clients effectively. We can track KPI's but also our client health through this platform alone. The automations and analytics make management a breeze.
showing 11 - 20