Zendesk Suite
ZendeskExternal reviews
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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
Dynamic platform to streamline projects
What do you like best about the product?
Intuitive way of running agile projects.
What do you dislike about the product?
Inflexible to certain file types when uploading by project materials.
What problems is the product solving and how is that benefiting you?
Central repository of project governance, streamlining process of raising tickets and communicating with business architects.
Zendesk
What do you like best about the product?
Zendesk is one of the first support systems I used on the internet. It has evolved and grown with an obvious customer service focus. It makes it easy for customers to reach out for any type of help.
What do you dislike about the product?
Sometimes the support people can be a little slow to reply, but that is the exception
What problems is the product solving and how is that benefiting you?
Able to connect with businesses and resolve even the tough questions or easy things like login issues.
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
Best platform for any business that needs to manage customer support tickets
What do you like best about the product?
This is incredibly easy to use. I've used Zendesk at two tech companies now and mainly used it when working on the Sale and Customer Success side of the business. It's also easy to click the "follow" button and stay in the loop of a ticket. I love that you can reply to the customer or add an internal comment to your support engineers. I also find that when a customer has an issue, it's so easy to do a quick search to see if they've submitted a ticket and follow the history of any troubleshooting. This tremendously helps improve customer support. In sales and CS I used this daily or weekly depending on how many customer tickets were coming through.
What do you dislike about the product?
At my last company if a customer submitted a ticket I was automatically receiving alerts when someone in IT responded to my customer but at my current company I was not manually included as a CSM. I'd have to ask my customer to cc me on their tickets which isn't the best customer experience.
What problems is the product solving and how is that benefiting you?
The biggest benefit that Zendesk solves for us is the ability to identify risk early. For customers submitting a lot of tickets we prioritize them to prevent churn and also looking at the ARR. For customers with low usage and no tickets submitted we also flag them as at risk and can nurture them accordingly. It's a great platform for helping improve internal issues (example if the site goes down or the platform) or for customers (general knowledge platform questions or troubleshooting something).
Easy to use and implement across the company
What do you like best about the product?
I also like the newer AI features and automation tools — they’ve made handling tickets faster and more efficient. The ability to streamline workflows, set up triggers, and reduce manual work has been a big plus. Reporting has also improved, giving better visibility into performance and helping us make quicker decisions
What do you dislike about the product?
While Zendesk Support Suite is powerful, the interface can sometimes feel a bit plain and not very modern. There’s also a learning curve — if you’re not fully trained on all the features, it can seem more basic than it actually is. More guided onboarding and feature discovery would help teams unlock its full potential faster
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage our internal ticket list, prioritize requests, and avoid losing track of them in messages. On the customer side, it allows us to address their needs in an organized way without forgetting any requests, ensuring better follow‑up and satisfaction.
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
Time management
What do you like best about the product?
Its makes the work simpler and it makes the work quicker. It makes the job quicker and saves a lot of time.
What do you dislike about the product?
Interface lags at times. Interface can be made a little smoother.
What problems is the product solving and how is that benefiting you?
It saves a lot of time for me and supports easy customer handling experience.
Zendesk is a great support intake system!
What do you like best about the product?
Our company actually switched to a new ticket intake. I miss the way that Zendesk allowed for child tickets, internal reporting, and multiple tool integrations. It just got too expensive for our org.
What do you dislike about the product?
Zendesk customer support is also incredibly friendly and helpful. I wish their response time was a tad quicker.
What problems is the product solving and how is that benefiting you?
Zendesk Suite is our ITSM tool for all help desk tickets. We have our help desk broken down into different "teams" and "views", which allows our users to submit a ticket for a specific tool, and guarantee the subject matter experts are contacted. We submit, work, and solve tickets within ZD Suite. Historically, we had chat agents working live chats in Zendesk, which allowed our company to easily communicate with customers and resolve issues.
Smart Ticketing System
What do you like best about the product?
Zendesk is easy to use, It provides the functionality to connect with different apps such as slack and intercom. Tickets are easy to track and number modification in the ticket automation flow can be done
What do you dislike about the product?
There is nothing as of now to dislike the ZD
What problems is the product solving and how is that benefiting you?
It is providing the ticketing service and helping to track the agents work and the volume handled by them. it is to track
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