Zendesk Suite
ZendeskExternal reviews
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Easy to Use Ticketing System
What do you like best about the product?
What I like most is how easy it is to use. It doesn’t require much training for my end users, which makes adoption straightforward. There is some background setup needed to tailor Zendesk to your needs, but once that’s done, it becomes a comprehensive system.
What do you dislike about the product?
There’s a bit of a learning curve with some of the ancillary products, such as the reporting module.
What problems is the product solving and how is that benefiting you?
Our customer service is our trademark. To maintain those standards, we needed a platform that could handle the high volume of customer service traffic we receive. Zendesk has proven to be the right solution for keeping track of all requests and making sure nothing gets missed. Our customers appreciate the prompt replies and the way their issues are handled.
Excellent and fast help to resolve any issue
What do you like best about the product?
I have been using Zendesk for a while, and I really like how fast you can resolve any issue or get any support information with the customer service. When you can't find the solution on the chat is easy to request a call back from next agent available and that is super fast and helpful.
I highly recommend zendesk.
Sylvia's Cakes.
I highly recommend zendesk.
Sylvia's Cakes.
What do you dislike about the product?
So far I don't have any dislike about Zendesk Customer Service.
What problems is the product solving and how is that benefiting you?
When the emails goes directly to suspended tickets.
Zendesk gets the job done, but it's not special in any way and not very intuitive
What do you like best about the product?
You can everything in one screen, everything as in tickets, emails, requests and you don't have to get out of Zendesk to do things.
What do you dislike about the product?
The UI looks old, hard to merge tickets, hard to set it up or change how you've originally set up. You have to pay more per license to view basic reporting. If you need to connect Zendesk to other software, the integrations are limited. The more efficient you get with Zendesk (by automating and reducing licenses), the more expensive it becomes, which is ironic since Zendesk wants to help you be more efficient (provide more support with fewer agents), but it'll jackup your license costs when doing so.
What problems is the product solving and how is that benefiting you?
We work in consulting and we need to reply to support tickets asap. Zendesk notifies us of those right away. It centralizes the support requests if they come from the AI bot, or email or phone or even Slack.
My Vision For Customer And Employee Experiences Brought To Life
What do you like best about the product?
Zendesk is extremely flexible while also being easy to use. With some finesse, it can do nearly any task I can think of to streamline every customer interaction.
What do you dislike about the product?
Sometimes, updates are pushed to us that are non-optional and feel half-baked. We shouldn't be forced into any feature unless it is for security or stability purposes.
What problems is the product solving and how is that benefiting you?
Zendesk gave us a unified interface for all of our support channels so that agents do not need to jump back and forth between messaging, email, phone, etc. and are instead served work from all channels in a single list. This makes sure that everything happens in the order that it needs to and nothing gets left behind.
It is great once you understand how to navigate it, but a time-drainer if you don't.
What do you like best about the product?
It helps keep conversations consolidated in one place, and they’re easy to search.
What do you dislike about the product?
When I don’t know how to do something, the help articles aren’t very user-friendly. They feel too technical and are difficult to understand.
What problems is the product solving and how is that benefiting you?
It’s helping us solve the problem of agent conversations being scattered across different places—Zendesk Support, Teams chats, and Outlook emails. This has been especially beneficial when an issue comes up and we need to track and review all the conversations that took place.
Excellent CRM, easy to setup
What do you like best about the product?
Zendesk is a product we have used for a long time. It's been on the market for a long time, which means is stable, reputable and feature rich. Lot's of customisation possible for a wide use case.
What do you dislike about the product?
Lot's of feature but setup can be a little complex. It is easy enough if you have used other CRMs or if you are tech savvy. But I can tell there's a lot of effort to make the platform simpler and more streamlined, which a massive bonus since it's a reputable product.
What problems is the product solving and how is that benefiting you?
Helps me provide support to my customer base and gain insight into our customer service and support usage.
Solid Service Platform
What do you like best about the product?
The ability to customize within a frame work that does not require heavy coding to complete tasks. The Zendesk team continues to innovate and provides updates frequently to stay ahead of industry trends. For the most part the new features are well thought out and executed well.
What do you dislike about the product?
There is some lack of customization, but I believe to get to a truely custom platform it would require more code and frankly that is one of the selling points on a lean CS team.
What problems is the product solving and how is that benefiting you?
We did not have a way to orchestrate work and this allows us with limited resources to have an enterprise level tool without the cost of an enterprise level CS operations team.
Robust CRM Tool
What do you like best about the product?
I have been using Zendesk for the better half of 10 years across multiple companies. Zendesk is an extremely robust tool with features that support most industries. The best part of using this tool is the ability to segment/route inquiry types, brands, and departments. I also love the built-in knowledge base and web form.
What do you dislike about the product?
Zendesk can be expensive especially for smaller organizations.
What problems is the product solving and how is that benefiting you?
Zendesk is greate to centralize communications across multiple channels
Centralized, Efficient Ticketing That Helps Teams Deliver Faster Support
What do you like best about the product?
Is how it centralizes customer conversations and makes ticket management more organized and efficient. It helps agents stay on top of requests, collaborate more easily, and deliver faster, more consistent support.
What do you dislike about the product?
It can sometimes feel overly complex, especially when managing workflows, automations, or customizations. While it’s powerful, there can be a learning curve for agents who only need a simpler, more streamlined support setup.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of scattered customer communications and inefficient ticket handling. It helps us keep all support requests organized in one place, improve response and resolution times, and maintain more consistent service.
Zen Flexibility
What do you like best about the product?
We've been able over the years to perfectly align Zendesk to our customer processes, so it's been so much more than a way of answering customer questions. The software never sits still and is always opening up new possibilities for us.
What do you dislike about the product?
The software never sits still. For a small team sometimes it's difficult to keep up with all the developments.
What problems is the product solving and how is that benefiting you?
Supplying made-to-order outdoor furniture can be complex with constantly moving goalposts and a short season. Zendesk helps us keep on top of the growth in our business
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