Zendesk Suite
ZendeskExternal reviews
6,654 reviews
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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.
Powerful tool for your support needs
What do you like best about the product?
I like the variety of options and the ability to customize the experience with apps, as well as the different ways to organize the workflow to achieve the best results. The interface is intuitive, which makes support agents’ daily work easy and straightforward. I also appreciate the APIs, which allow us to integrate the ticketing system with our custom forms.
What do you dislike about the product?
The learning curve for creating custom charts and dashboards feels steep. I often find myself struggling to find data and answers in analytics to questions that seemed easy.
What problems is the product solving and how is that benefiting you?
It makes it possible to divide work between agents, track our productivity and automate repetitive tasks.
Zendesk Automation and Ease of use
What do you like best about the product?
We like the simplicity of submitting a ticket, answering it and tracking purposes.
What do you dislike about the product?
We wish we could do more automation like trigger differently. The admin panel is not as user friendly
What problems is the product solving and how is that benefiting you?
Ensuring all is tracked and accountability. The ease of users to submit tickets is key
Zendesk brings together all the services we need
What do you like best about the product?
Zendesk brings together all the services we need for customer service on a single platform. It also allows integration with other platforms, and while the existing applications in the Zendesk marketplace don't meet all our requirements, they are still useful. Zendesk also allows us to create our own integration applications with detailed and helpful documentation via APIs. Recently, they've developed AI-powered tools that streamline the work of customer care agents, and we're eager to explore them.
What do you dislike about the product?
We've been Zendesk customers since 2013, and the issues that I felt needed addressing at the time have now mostly been resolved or addressed.
We would appreciate a slightly more preferential treatment, given our long-standing customer status, and it's difficult to achieve this.
We would appreciate a slightly more preferential treatment, given our long-standing customer status, and it's difficult to achieve this.
What problems is the product solving and how is that benefiting you?
Zendesk's automated responses help provide instant customer follow-up. The configuration options offered by web widgets, triggers, and automations allow you to create a series of pre-defined responses that initially help customers resolve their issues. Sometimes, it's not necessary to continue the thread with the customer since their problem has been resolved.
Zendesk Keeps All Our Tickets Organized in One Place
What do you like best about the product?
Zendesk help organize all tickets in one place
What do you dislike about the product?
I don’t have any issues with it yet, all works fine for me
What problems is the product solving and how is that benefiting you?
I’ll solving access to one platform to organize resquest by teams and assigned request to the correct person
Intuitive All-in-One Hub That Integrates Seamlessly
What do you like best about the product?
It’s great to have a place where everyone on my team can see everything in one place. It's intuitive and I appreciate how it integrates with all of our other programs.
What do you dislike about the product?
There’s a slight learning curve, just like with any other new program.
What problems is the product solving and how is that benefiting you?
It really improved organization and visibility for our whole team. This made out CS process much more efficient and reduced frustration for everyone.
Rock Solid Platform
What do you like best about the product?
We’ve centralized all of our customer support within Zendesk and proactively onboard customers into the platform, which has greatly improved organization and visibility. Its extensive API makes automation straightforward and powerful. We also make strong use of the knowledge base for support articles, release notes, and customer-facing forms. The level of customization is nearly limitless, allowing us to tailor the platform exactly to our workflows and operational needs.
What do you dislike about the product?
Zendesk can be complex to configure, especially when setting up advanced workflows and automations. That said, their support articles, community resources, and support team are very helpful in overcoming that learning curve. Cost can also become a factor depending on team size and feature usage, but when fully utilized, the platform delivers significant value.
What problems is the product solving and how is that benefiting you?
Zendesk enables us to manage a moderate volume of email and phone support tickets within a single system, ensuring nothing falls through the cracks. It provides our customers with a consistent and reliable support experience while helping our team stay organized and efficient.
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