Zendesk Suite
ZendeskExternal reviews
6,652 reviews
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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
Seamless Communication with Stellar Ease of Use
What do you like best about the product?
I use Zendesk for Customer Service to communicate with our customers daily and I really enjoy its unique abilities. It makes internal and external communication very easy. Zendesk helps answer our customers' questions by allowing them to directly communicate with me and others at my company. The Macros feature, which automatically writes responses, is very nice when the demand for service tickets is high. I enjoy the ease of Zendesk; it has a nicely formatted inbox that allows easy maneuvering. The trainings Zendesk offers, specifically the AI training, help me find better ways to utilize all tools in Zendesk. I also really appreciate the help team and instructions that make it easy to get started.
What do you dislike about the product?
I do not dislike anything about Zendesk and I have been using it for over a year now.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to communicate with customers and internally. It solves customer questions and streamlines communication. The Macros feature eases high ticket demands, and AI trainings enhance utilization.
Streamlines customer requests, development roadmap, and help resources
What do you like best about the product?
The ability to customize macros, triggers, and automations to fit our unique processes and ensure tickets aren't falling through the cracks
What do you dislike about the product?
The reporting is helpful, but advanced, so it can be a challenge to set up for custom reporting needs
What problems is the product solving and how is that benefiting you?
On the software development side, it allows us to categorize our customer requests and escalate to the development team to maintain communications
There are Better Options
What do you like best about the product?
I like that it helps streamline the process of handling customer complaints from various sources.
What do you dislike about the product?
The rollout of the program was heavily abbreviated due to COVID-19, with no hands-on training as promised. So the original team had to be self-sufficient in learning the system. The program's support is inadequate, and the support team frequently changes. Initially, they make promises, but then they become unresponsive. Although the Help Site contains many articles, it is nearly impossible to find the information you need. The training videos are decent but have several gaps, making the learning curve steep. YouTube is a better option for training than the company's own resources. Fixing obvious problems takes an unreasonable amount of time. I would switch to a different system in a heartbeat if my company allowed me.
What problems is the product solving and how is that benefiting you?
It mostly addresses reporting and consolidation challenges that arise from relying solely on email and phones to handle complaints.
Does everything we need
What do you like best about the product?
Simple to use, unified interface for tickets and chat with customers
What do you dislike about the product?
Need to open a separate account with separate subscription for each of our business line
What problems is the product solving and how is that benefiting you?
Timely responses to customers
Perfectly encompasses all of our needs.
What do you like best about the product?
It really allows you to make it as simple or as complex as your needs dictate. We use Zendesk for a variety of business needs, and we have yet to really test the limits of its capabilities, which only leaves us room for growth and evolution.
What do you dislike about the product?
There are only a few downsides to Zendesk. Its lack of UI customization is somewhat of a pain point for us. We would love to be able to "dumb down" the UI for some of our users so that it is easier to navigate. And for others, we would like to have more options/data available to be used/seen. The other pain point we face is updating things like triggers and macros in bulk. Sometimes we need to just add an action in our macros in bulk like add tags, and instead of doing it individually macro by macro, it would be amazing if we could do those kinds of things in bulk, similar to how we can do that for tickets. The same goes for triggers, being able to update an action or a filter condition would be AMAZING.
What problems is the product solving and how is that benefiting you?
It is great for us in the fact that all of our support tools are consolidated into one platform. We used to use Salesforce, and we needed to use third-party phone systems and a help center managed in Intercom, but now it is all in one place, and it is a streamlined process for getting people trained.
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.
Zendesk Review – Strengths & Gaps
What do you like best about the product?
Agent Workspace is working well. Messaging chat is working
What do you dislike about the product?
Analytics lacks advanced capabilities such as SQL-based filters and more customization options. Reports are not coming completely
What problems is the product solving and how is that benefiting you?
Zendesk helps solve several key customer support challenges by centralizing and streamlining support operations.
Problems it solves:
Scattered communication channels: It brings email, chat, calls, and tickets into one unified platform.
Lack of visibility: Provides a clear view of ticket status, customer history, and agent activity.
Manual ticket handling: Automates ticket assignment, prioritization, and routing.
Inconsistent support quality: Enables standard responses, SLAs, and workflows.
Problems it solves:
Scattered communication channels: It brings email, chat, calls, and tickets into one unified platform.
Lack of visibility: Provides a clear view of ticket status, customer history, and agent activity.
Manual ticket handling: Automates ticket assignment, prioritization, and routing.
Inconsistent support quality: Enables standard responses, SLAs, and workflows.
Organized Email History That Makes Finding Anything Easy
What do you like best about the product?
We’re able to locate older emails from previous customers, and I really love how organized everything is. It makes it easy to find anything and everything we need whenever we need it.
What do you dislike about the product?
Calls sometimes drop, and our customer service number occasionally shows up as spam. Other than that, I haven’t had any issues.
What problems is the product solving and how is that benefiting you?
It helps us locate a problem customer or find hot items we need to do an exchange for. Everything stays in one place, so it’s easy for the whole team to quickly find the details.
using since 2011
What do you like best about the product?
Zendesk is a reliable and easy-to-use customer support platform that helps streamline communication across multiple channels. The interface is clean, and the automation tools save a lot of time when managing tickets. It integrates well with other systems and scales nicely as your business grows. Overall, it is a solid solution for improving customer service efficiency.
What do you dislike about the product?
Not been able to stop spam, lots of spam gets into Zendesk. Even if you suspend and or block the same user. Triggers are very difficult to set up to send out automatic replies, they have the placeholders and words to use but dont explain to you in an easy way how to execute when setting up triggers.
What problems is the product solving and how is that benefiting you?
keeping all tickets in the same thread, organised. Also can look up the same customer tickets over time. we use for customer contact.
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