Zendesk Suite
ZendeskExternal reviews
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A powerful tool for customer service
What do you like best about the product?
Practicality and automations help to facilitate responses, from the simplest to the most complex, in addition to integrations with various tools, such as Jira.
What do you dislike about the product?
In the beginning, it may seem challenging because of the amount of information, but over time using Zendesk becomes something natural.
What problems is the product solving and how is that benefiting you?
First contact with the client and opening of tickets for development.
Flexible Ticket Holds, Helpful Merging, and Reliable Caller Recognition
What do you like best about the product?
I like being able to place tickets on hold for custom amounts of time. Merging tickets is also helpful. Caller recognition is something we use often. I work on Zendesk every day.
What do you dislike about the product?
Sometimes it can be inelegant/difficult to switch tickets between teams. I often get inbound calls from our main customer service representatives and the ticket will automatically mark as solved when I try to take it on.
What problems is the product solving and how is that benefiting you?
It helps keep all recorded calls in one place - the trancripts help me with clarity when I am reviewing cases.
Effective Client Tracking, but Needs Calling Improvements
What do you like best about the product?
I like that Zendesk for Customer Service is easy to navigate, allowing me to effortlessly find clients' records and data.
What do you dislike about the product?
There are many bugs, and the calling tool has failed many times. It should be smoother and have fewer cuts during calls. Additionally, the initial setup wasn't so easy as it needs some training.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to email clients and track all agent communications. It's easy to navigate and find client records and data.
All in one solution under one roof
What do you like best about the product?
Zendesk’s omnichannel capability allows us to manage everything from a single platform. What I like the most is the case ID created for every user query—it makes it easy to track and manage tasks across the team. Different departments can also collaborate on the same case, which makes the entire process smooth and efficient.
What do you dislike about the product?
We started using Zendesk back when it was Zopim. Although it’s a bit expensive now, the features justify the cost. Without it, we would have to use multiple different tools to cover the same needs.
What problems is the product solving and how is that benefiting you?
We receive 20–30 queries daily, and in the past, a few customer queries were unintentionally missed due to workload. This affected both our productivity and reputation. However, after using Zendesk, we can track and monitor all queries properly, ensuring that no request is overlooked.
Streamlined Conversations, Valuable Interaction History
What do you like best about the product?
I use Zendesk for Customer Service for tickets related to customer support and tech support. I find it makes it easy to have a trail of history and see all customer interactions. I like how streamlined it makes conversations. I really value the history and the notes.
What do you dislike about the product?
I find it challenging to have easier customization access for users other than admin.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service for its easy trail of history and customer interaction tracking. It streamlines conversations and I value having the history and notes.
Decent CRM with Plenty of Optional Upgrades
What do you like best about the product?
Decent CRM with lots of optional upgrades.
What do you dislike about the product?
I would love to see more robust options for exporting and analyzing data.
What problems is the product solving and how is that benefiting you?
All in one, easy to use point of contact for our customers.
Easy to Connect with Our App Ecosystem
What do you like best about the product?
It was very easy to connect with our app ecosystem.
What do you dislike about the product?
It's expensive and currently doesn't allow 3P integrations that we need
What problems is the product solving and how is that benefiting you?
CS for all the whitelabel solutions that we deploy to our clients
Unified Feedback View with Helpful Dashboards and Automations
What do you like best about the product?
What I value most is the unified view in one place of all feedbacks from our users. Dashboards and automations are extremely useful to help us reduce resolution time for tickets that are often the same.
What do you dislike about the product?
Its easy to use after certain time but there is an adaptation time though. Also the website design is the bit outdated.
What problems is the product solving and how is that benefiting you?
Zendesk help us to gather in one single place all tickets from customers. The tool is well integrated to our admin system and our website, which allow us to have a 360-degree view of the customer
The service has been a significant increase in productivity by reducing repetitive manual tasks but also ensuring a better follow up of our customer team thanks to the different dashboards.
Also, the tool is really fast and reliable.
The service has been a significant increase in productivity by reducing repetitive manual tasks but also ensuring a better follow up of our customer team thanks to the different dashboards.
Also, the tool is really fast and reliable.
Efficient Ticketing with Room for Improvement
What do you like best about the product?
Zendesk for Customer Service provides a clean and intuitive interface that makes it easy to manage customer conversations across multiple channels. Navigating between tickets, customer profiles, and internal notes is straightforward, which helps agents work efficiently even with high ticket volumes. The implementation process was smooth, especially for basic setup like configuring email channels, groups, and ticket fields. Once the system was live, automation tools such as triggers, macros, and SLAs significantly reduced repetitive work and improved response consistency. The platform also offers a wide range of features including reporting dashboards, knowledge base management, role-based permissions, and multi-channel support, making it suitable for growing teams. It integrates well with other business tools, which helps sync customer data and reduces manual updates. Overall, it serves as a central hub that I rely on daily to track tickets, collaborate with team members, and monitor performance metrics.
What do you dislike about the product?
The pricing can increase quickly as additional features or higher-tier plans are required. Some advanced configuration options, especially around automation and reporting, require time to fully understand and optimize. While the platform is feature-rich, certain customization options for dashboards and analytics are limited unless you upgrade. Customer support resources are helpful, but for more complex configurations, resolution may take longer than expected.
What problems is the product solving and how is that benefiting you?
Zendesk helps centralize customer inquiries from multiple channels into a single ticketing system, improving visibility and accountability. Prior to using it, requests were handled through shared inboxes, which made tracking difficult and caused delays. With Zendesk, ticket ownership is clearly defined, collaboration between team members is easier, and automation reduces manual effort. The reporting tools provide insight into response times and workload distribution, helping improve operational efficiency. Because the platform is used frequently throughout the day, it has become essential for managing support workflows and ensuring consistent service quality.
Helps Me Stay Organized with Customer Requests
What do you like best about the product?
“I like that Zendesk makes it easy to manage customer conversations in one place. The interface is clean, and it helps me respond faster and stay organized.
What do you dislike about the product?
“Some features take a few extra steps, and a few pages load a bit slowly at times.
What problems is the product solving and how is that benefiting you?
“It helps me keep customer conversations organized and makes it easier to respond quickly without missing anything.
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