Zendesk Suite
ZendeskExternal reviews
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Zendesk is a great service that allows us to provide excellent customer service
What do you like best about the product?
How we can collect lots of data regarding the customers needs and report off of it to help the company grow
What do you dislike about the product?
Some of the interface is clunky and the ability to not modify ticket numbers to alphanumeric numbers is a major issue
What problems is the product solving and how is that benefiting you?
Reporting is key, before Zendesk the service team relied on emails and hearsay. Now we have more clear information about what our customers needs are
Powerful and flexible support platform with excellent API documentation
What do you like best about the product?
Zendesk's flexibility is what sets it apart — we've been able to tailor workflows, automations, and views to fit our team's exact needs without much friction. The API is exceptionally well-documented, which made integrating Zendesk into our existing tech stack straightforward. Our developers appreciated the clear reference docs and the consistency of the endpoints. Overall, the platform has proven to be a reliable backbone for our customer support operations.
What do you dislike about the product?
The main downside is that the product suite can feel somewhat fragmented at times. Switching between different Zendesk products occasionally feels like jumping between separate tools rather than one cohesive platform. A more unified experience across the products would go a long way. That said, this is a minor complaint — for day-to-day use, everything works well and the core Help Desk functionality is solid.
What problems is the product solving and how is that benefiting you?
Before Zendesk, our customer support was scattered across multiple channels with no central place to track, prioritize, or resolve incoming requests. Zendesk brought everything under one roof — emails, tickets, and internal notes — giving our team full visibility into every customer interaction. This has significantly reduced response times and made it much easier to hold ourselves accountable to SLAs. The reporting features also help us spot recurring issues early, which has allowed us to proactively improve our product and documentation. In short, Zendesk turned a chaotic support process into a structured, scalable operation.
Moving from Jira service now to Zendesk - well worth it!!
What do you like best about the product?
AI enabled - scalable solution - QABot and reporting features
What do you dislike about the product?
Management of feature requests is not well supported
What problems is the product solving and how is that benefiting you?
Self service for users
Easy to use, intuitive and flexible.
What do you like best about the product?
Easy to update tickets, create new ticket fields, very customisable and front end user experience is clear and customisable.
What do you dislike about the product?
We dont have many issues, if any, with the system. Only slight complaint is that a support issue has take na while to resolve.
What problems is the product solving and how is that benefiting you?
Automation on updating tickets.
Zendesk is everything you need all in one place
What do you like best about the product?
The fact that Zendesk covers all bases, where you can manage customer support, knowledgebase and AI agents.
What do you dislike about the product?
Nothing I can think of, they are constantly adding new features.
What problems is the product solving and how is that benefiting you?
Zendesk is ever evolving, with the advent of AI Zendesk has quickly span up AI functionality and gives the tools directly without needing to create your own solutions. It works out of the box.
Easy to use, good reporting.
What do you like best about the product?
Really easy to communicate with clients and keep them up to date with ongoing tickets. Easy to keep track of SLA'd tickets.
What do you dislike about the product?
Nothing of note so far, working as expected, apart from a slight issue with reports which is currently being looked into by the Zendesk support team.
What problems is the product solving and how is that benefiting you?
Enabling us to actively communicate with clients and track our responses, which helps us to report on our response rate and solve time with ease.
Powerful and Scalable Support Platform with Strong Automation
What do you like best about the product?
It makes it easy to manage, prioritize, and track customer requests across multiple channels like email, chat. I also really like the automation features, such as triggers, macros, and SLAs, which help streamline repetitive tasks and ensure timely responses. Another big advantage is the flexibility and customization. You can tailor views, forms, and workflows to match your support structure. Lastly, the reporting and analytics tools provide valuable insights into team performance.
What do you dislike about the product?
Troubleshooting automations (like triggers or routing issues) isn’t always straightforward, especially when multiple rules interact with each other, making it harder to quickly identify the root cause of a problem.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps solve the challenge of managing customer support across multiple channels in a structured and efficient way. Instead of handling emails, calls, and chats separately, everything is centralized into a single ticketing system, which makes it much easier to track conversations and avoid missed requests.
It also addresses the problem of inconsistent support processes. With automations like triggers, macros, and SLAs, tickets are routed automatically, prioritized correctly, and handled within defined timeframes. This ensures a more standardized and reliable support experience for customers.
For distributed teams, it solves coordination and visibility issues. Agents across different locations can work from the same system, see ticket history, and collaborate without confusion. This has improved team efficiency and reduced response times.
Overall, the benefit is a more organized workflow, faster resolution times, and better visibility into performance through reporting—helping continuously improve both team productivity and customer satisfaction.
It also addresses the problem of inconsistent support processes. With automations like triggers, macros, and SLAs, tickets are routed automatically, prioritized correctly, and handled within defined timeframes. This ensures a more standardized and reliable support experience for customers.
For distributed teams, it solves coordination and visibility issues. Agents across different locations can work from the same system, see ticket history, and collaborate without confusion. This has improved team efficiency and reduced response times.
Overall, the benefit is a more organized workflow, faster resolution times, and better visibility into performance through reporting—helping continuously improve both team productivity and customer satisfaction.
Zendesk is fulfilling our needs
What do you like best about the product?
Zendesk is easy to use and offers a lot of features.
If something is missing, you can usually cover it with external apps or integrations.
Overall, even with the basic setup, Zendesk can do it all.
If something is missing, you can usually cover it with external apps or integrations.
Overall, even with the basic setup, Zendesk can do it all.
What do you dislike about the product?
It doesn’t have a standard, robust feature for SLA reporting.
Reporting is available, but there’s currently no way to automatically send reports to customers that include only their own data.
As it stands, customers can see all filters and all customers, which I dislike, because we end up generating each report manually every month by selecting the date/time filter and the organization filter. In my view, a customer service product today should include solid automation for SLA reporting.
Reporting is available, but there’s currently no way to automatically send reports to customers that include only their own data.
As it stands, customers can see all filters and all customers, which I dislike, because we end up generating each report manually every month by selecting the date/time filter and the organization filter. In my view, a customer service product today should include solid automation for SLA reporting.
What problems is the product solving and how is that benefiting you?
It helps ensure we keep the business running smoothly when it comes to SLAs, CSAT, and serving our customers.
Powerful all in one tool
What do you like best about the product?
If you’re a new business, Zendesk provides quick, pre-built solutions to help you get started. As you grow, the customization options feel unlimited, and the tool scales right along with you.
What do you dislike about the product?
As with all the tools, the extra features are add-ons that come with additional pricing.
What problems is the product solving and how is that benefiting you?
Zendesk has great integration features and custom apps that help keep all the tools I need in one place, making it easier to serve customers.
Great!
What do you like best about the product?
Keeps us organized and allows us to respond to emails quickly.
What do you dislike about the product?
I can't figure out how to forward emails to external accounts and the admin/support center is a little too many clicks to get to a specific section
What problems is the product solving and how is that benefiting you?
helps us email + text our customers
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