Zendesk Suite
ZendeskExternal reviews
6,654 reviews
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My experience has been very good
What do you like best about the product?
I like the flexibility of Zendesk and how it can be customized to fit your specific needs.
What do you dislike about the product?
One drawback is that I can’t restrict my help center bot’s access by country.
What problems is the product solving and how is that benefiting you?
It helps organize all tickets and provides a workspace where agents can efficiently manage inquiries without missing any.
Zendesk is a great tool
What do you like best about the product?
Zendesk is a super good tool for our use case. It is highly flexible which really enables us to have specific routing to solve the issue of our users. We love the AI co-pilot to incentivize our agents to resolve matter better and more efficiency.
What do you dislike about the product?
Pricing is very steep. I also dislike their chatbot to contact their support.
What problems is the product solving and how is that benefiting you?
It helps us respond to our users promptly and efficiently.
Zendesk: Powerful when you need it, lightweight when you don't
What do you like best about the product?
Zendesk gets the basics right, which is frankly rarer than it should be. The interface is clean and intuitive, so new agents can be productive within hours rather than days. Ticket management is smooth and straightforward, which makes triage and assignment feel effortless.
Where it really earns its keep is the integration ecosystem. Slack, Jira, Harvest, and hundreds more (that we don’t even use at the moment) all connect without needing a PhD in middleware. For a team that already runs multiple tools, that’s genuinely valuable.
In our business, focused on CX and CJM, we aim to deliver great, responsive customer service, and Zendesk supports that by having almost zero downtime.
Where it really earns its keep is the integration ecosystem. Slack, Jira, Harvest, and hundreds more (that we don’t even use at the moment) all connect without needing a PhD in middleware. For a team that already runs multiple tools, that’s genuinely valuable.
In our business, focused on CX and CJM, we aim to deliver great, responsive customer service, and Zendesk supports that by having almost zero downtime.
What do you dislike about the product?
The out-of-the-box functionality is intentionally lightweight, which is fine as long as you know that going in. However, getting to the features that make Zendesk genuinely powerful often means stacking add-ons, and the costs can escalate quickly.
As you start scaling, the pricing tiers can also feel a bit like being nickel-and-dimed.
Zendesk’s own customer support is a little ironic in that it isn’t always the fastest, and you tend to notice that more when you’re a customer of a support platform.
As you start scaling, the pricing tiers can also feel a bit like being nickel-and-dimed.
Zendesk’s own customer support is a little ironic in that it isn’t always the fastest, and you tend to notice that more when you’re a customer of a support platform.
What problems is the product solving and how is that benefiting you?
Centralising all customer interactions into a single, auditable workflow has helped us reduce response times, improve agent accountability, and deliver clean reporting for stakeholders, all without needing a heavyweight IT implementation to get started.
several automation and triggers you can play around
What do you like best about the product?
several automation and triggers you can play around which really help us in managing huge amount of tickets
What do you dislike about the product?
price and the browser notification still not available
What problems is the product solving and how is that benefiting you?
handling major issues on our network and we are able to timely update customers thru bulk updates
High-Quality Service Without the Friction
What do you like best about the product?
Zendesk allows me to provide high quality service without any of the friction that other solutions impose.
What do you dislike about the product?
There really aren't any things about Zendesk that I dislike.
What problems is the product solving and how is that benefiting you?
Automating responses for simpler issues so that I can focus on more complicated problems
Mitigate risk and escalate urgent issues quicker than ever
What do you like best about the product?
It's super easy to search a key word or ticket number and find the ticket history between the customer and tech support. At my last company I loved how CSMs could receive zendesk submissions automatically by being bcc'd to threads. We don't have this set up yet in my current company. As a CSM I used Zendesk often especially to help troublehoot or prep for upcoming calls.
What do you dislike about the product?
It can be hard to search by a customers email or search by a customer's account name. That's why I usually submit tickets on behalf of my customers so that I can add the company name to the subject line.
What problems is the product solving and how is that benefiting you?
Zendesk is essential for managing support tickets and helps our internal support team prioritize tickets and generate JIRA tickets for any bugs.
Powerful Zendesk Features for Growing Support Teams
What do you like best about the product?
I like best how easy Zendesk is to use and how it keeps all customer conversations organized in one place. It helps teams respond quickly and stay efficient.
What do you dislike about the product?
Zendesk can be expensive, especially for smaller teams. Some advanced features require higher-tier plans, and the setup can feel complex at first.
What problems is the product solving and how is that benefiting you?
Zendesk helps organize and manage customer inquiries in one system, reducing missed messages and delays. This improves response times, keeps communication clear, and makes it easier to provide consistent customer support.
Simple Chargebee Customer Access Right Inside Zendesk
What do you like best about the product?
It makes it very simple to access Chargebee Customer information right within Zendesk. I can see their account, subscriptions, and upcoming payments. I can also click a button and it takes me right to the customer account in Chargebee. It was easy to set up. We use it every single day and it saves us time since we don't have to manually search for the customer account in Chargebee.
What do you dislike about the product?
If a customer has a lot of subscriptions, it can be difficult to see them all.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service let's us keep track of all communication between our support agents and our customers. That ensures that requests are handled promptly, and every conversation can be referenced and reviewed later.
Zendesk: Easy Setup, Powerful Ticketing, Reporting, and AI Auditing
What do you like best about the product?
I find Zendesk to be a well-built CRM tool that's great for assigning tickets and generating reports that provide valuable insights. I appreciate the all-in-one platform with integrated and detailed information on customer relationship management. I like its implementations and integrations, as well as the innovative ideas from the brand team. I also value the integrated AI auditor feature for auditing calls and emails. The initial setup was very easy.
What do you dislike about the product?
Nothing more like a dislike, a perfect one go tool
What problems is the product solving and how is that benefiting you?
well-built CRM tool to assign tickets and generate reports for insights. It provides an all-in-one platform with integrated, detailed customer relationship management.
Child Tickets and Side Conversations Keep Everything Organized
What do you like best about the product?
How it groups things together with child tickets and side conversations
What do you dislike about the product?
There are a few things that I believe could be a bit more user friendly. It can be hard to edit certain things. Also, the support emails can be confusing to clients.
What problems is the product solving and how is that benefiting you?
Coverage issues, this allows a much bigger overview of orders and information all being in a shared location
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