Zendesk Suite
ZendeskExternal reviews
6,654 reviews
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Clean UI/UX
What do you like best about the product?
It's well-designed and allows you to automate your Help Desk services.
What do you dislike about the product?
Reporting is so confusing we rely on GPT for assistance, and often still don't use it, though we have a lot of data we need to get out. Our reps don't like that it doesn't auto-refresh.
What problems is the product solving and how is that benefiting you?
Respond to customer issues. The knowledge base is helpful too.
Easy to Use Ticketing System
What do you like best about the product?
What I like most is how easy it is to use. It doesn’t require much training for my end users, which makes adoption straightforward. There is some background setup needed to tailor Zendesk to your needs, but once that’s done, it becomes a comprehensive system.
What do you dislike about the product?
There’s a bit of a learning curve with some of the ancillary products, such as the reporting module.
What problems is the product solving and how is that benefiting you?
Our customer service is our trademark. To maintain those standards, we needed a platform that could handle the high volume of customer service traffic we receive. Zendesk has proven to be the right solution for keeping track of all requests and making sure nothing gets missed. Our customers appreciate the prompt replies and the way their issues are handled.
Excellent CRM, easy to setup
What do you like best about the product?
Zendesk is a product we have used for a long time. It's been on the market for a long time, which means is stable, reputable and feature rich. Lot's of customisation possible for a wide use case.
What do you dislike about the product?
Lot's of feature but setup can be a little complex. It is easy enough if you have used other CRMs or if you are tech savvy. But I can tell there's a lot of effort to make the platform simpler and more streamlined, which a massive bonus since it's a reputable product.
What problems is the product solving and how is that benefiting you?
Helps me provide support to my customer base and gain insight into our customer service and support usage.
Centralized, Efficient Ticketing That Helps Teams Deliver Faster Support
What do you like best about the product?
Is how it centralizes customer conversations and makes ticket management more organized and efficient. It helps agents stay on top of requests, collaborate more easily, and deliver faster, more consistent support.
What do you dislike about the product?
It can sometimes feel overly complex, especially when managing workflows, automations, or customizations. While it’s powerful, there can be a learning curve for agents who only need a simpler, more streamlined support setup.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of scattered customer communications and inefficient ticket handling. It helps us keep all support requests organized in one place, improve response and resolution times, and maintain more consistent service.
Zen Flexibility
What do you like best about the product?
We've been able over the years to perfectly align Zendesk to our customer processes, so it's been so much more than a way of answering customer questions. The software never sits still and is always opening up new possibilities for us.
What do you dislike about the product?
The software never sits still. For a small team sometimes it's difficult to keep up with all the developments.
What problems is the product solving and how is that benefiting you?
Supplying made-to-order outdoor furniture can be complex with constantly moving goalposts and a short season. Zendesk helps us keep on top of the growth in our business
Great way to support our customers!
What do you like best about the product?
We’ve been using Zendesk for user support for a couple years now. It’s been a good platform for managing our users and their support needs. The ticketing system is reliable and helps keep everything organised, especially when handling a high volume of tickets. The interface is fairly intuitive. We find the macros to be really helpful for improving response times and simplifying our responses, since we tend to say the same thing a lot. There is a bit of a learning curve when setting everything up but once we got set up we've found it easy to use and maintain. We also use the knowledge base option to write help articles and have a help centre so that when our users have the same questions over and over we can direct them there for self-help.
What do you dislike about the product?
The different price tiers can be frustrating. As is the fact that we have to pay for more than one login, even though we already pay for the service. There should be unlimited users with a paid service.
What problems is the product solving and how is that benefiting you?
Zendesk allows our users to reach out to us when they need help. The ticketing system keeps everything organized and ensures that only one person is replying to each ticket at a time as we can solve it when we are done with it.
Enjoying the fetures we can build for ZD
What do you like best about the product?
We’re building our own apps within the Zendesk ecosystem to help us provide support more efficiently.
What do you dislike about the product?
I would say the only thing we dislike is the use of AI features are behind paywalls, I think some features should be free.
What problems is the product solving and how is that benefiting you?
It allows us to contact our players and provide them with the best possible support.
Zendesk is Great!
What do you like best about the product?
Zendesk is great! They’ve made some really helpful changes that make customer service faster for my team, and they’ve clearly worked to keep the experience simple. I especially like that I can create macros for my team to use, which keeps our reply process quick and straightforward. Their reporting is also great and makes it easier to stay on top of what’s happening.
What do you dislike about the product?
Some setups are difficult, and they typically refer you to their docs instead of helping you set it up unless you push for it.
What problems is the product solving and how is that benefiting you?
We’re a small team, and their system makes it quick and easy for us to support customers while taking advantage of all the benefits we’ve added to it.
Robust tool that could use a bit more flexibility
What do you like best about the product?
Seamless to set up end users, organizations, views, triggers, etc.
What do you dislike about the product?
Less flexibility with things like changing groups, reporting, etc.
What problems is the product solving and how is that benefiting you?
Helps us seamlessly intake all client issues and route them to pools of consultnats quickly and efficiently
Efficient, Scalable Customer Service with Strong Performance Visibility
What do you like best about the product?
Zendesk excels in organizing and streamlining workflows within my organization. Its ticketing system, automation capabilities, and clear reporting tools make it easy to manage response times, track performance, and maintain consistency across the team.
What do you dislike about the product?
I wish there were an easier way to delete tickets and attachments to free up storage.
What problems is the product solving and how is that benefiting you?
Zendesk addresses challenges around workflow management and performance visibility. It centralizes incoming requests and standardizes processes, reducing inefficiencies and missed follow-ups. Additionally, its reporting and KPI tracking provide clear insight into response times, workload distribution, and team performance.
This directly benefits team management by enabling more accurate goal setting, improving accountability, and identifying areas for process improvement. As a result, it supports more consistent service levels and better overall operational efficiency.
This directly benefits team management by enabling more accurate goal setting, improving accountability, and identifying areas for process improvement. As a result, it supports more consistent service levels and better overall operational efficiency.
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