Zendesk Suite
ZendeskExternal reviews
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Zendesk Makes Customer Support Easy
What do you like best about the product?
The interface is clean and intuitive. It's easy for new team members to get up to speed quickly.
What do you dislike about the product?
There are some limitations around customization—especially with ticket forms and user roles—that make it harder to tailor the system exactly to our needs
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite as our primary helpdesk to manage customer inquiries across multiple channels, including email and chat. It helps us centralize communication, track ticket progress, and ensure no customer issue falls through the cracks. The ability to set up automations, SLAs, and workflows has improved our response time and overall customer satisfaction. It also gives us better visibility into team performance through reporting and analytics.
Good service
What do you like best about the product?
Definitely that ease of use and comfortability
What do you dislike about the product?
Not much I can say is wrong besides maybe the wait times
What problems is the product solving and how is that benefiting you?
We use on a weekly bases
Dynamic platform to streamline projects
What do you like best about the product?
Intuitive way of running agile projects.
What do you dislike about the product?
Inflexible to certain file types when uploading by project materials.
What problems is the product solving and how is that benefiting you?
Central repository of project governance, streamlining process of raising tickets and communicating with business architects.
Zendesk
What do you like best about the product?
Zendesk is one of the first support systems I used on the internet. It has evolved and grown with an obvious customer service focus. It makes it easy for customers to reach out for any type of help.
What do you dislike about the product?
Sometimes the support people can be a little slow to reply, but that is the exception
What problems is the product solving and how is that benefiting you?
Able to connect with businesses and resolve even the tough questions or easy things like login issues.
I'll choose Zendesk Over any other New CRM/ticketing tool
What do you like best about the product?
Their features and the documentations. they are just perfect, on point
What do you dislike about the product?
Their support, it takes days to respond or solve any issue which I need quick attention to
What problems is the product solving and how is that benefiting you?
Zendesk is our core for customer service, we log all our user's issues in one place using zendesk and also its a database of possible solution for all issues in our product
Best platform for any business that needs to manage customer support tickets
What do you like best about the product?
This is incredibly easy to use. I've used Zendesk at two tech companies now and mainly used it when working on the Sale and Customer Success side of the business. It's also easy to click the "follow" button and stay in the loop of a ticket. I love that you can reply to the customer or add an internal comment to your support engineers. I also find that when a customer has an issue, it's so easy to do a quick search to see if they've submitted a ticket and follow the history of any troubleshooting. This tremendously helps improve customer support. In sales and CS I used this daily or weekly depending on how many customer tickets were coming through.
What do you dislike about the product?
At my last company if a customer submitted a ticket I was automatically receiving alerts when someone in IT responded to my customer but at my current company I was not manually included as a CSM. I'd have to ask my customer to cc me on their tickets which isn't the best customer experience.
What problems is the product solving and how is that benefiting you?
The biggest benefit that Zendesk solves for us is the ability to identify risk early. For customers submitting a lot of tickets we prioritize them to prevent churn and also looking at the ARR. For customers with low usage and no tickets submitted we also flag them as at risk and can nurture them accordingly. It's a great platform for helping improve internal issues (example if the site goes down or the platform) or for customers (general knowledge platform questions or troubleshooting something).
Smooth Integrations and Effortless Ticket Management
What do you like best about the product?
I really like how intuitive Zendesk Support Suite is. The implementation was straightforward, and the ticketing system is easy to use and well-organized, making it simple to track and resolve requests efficiently.
What do you dislike about the product?
Zendesk Support Suite can feel a bit plain, and if you don’t know how to use all of its features, it can seem basic compared to its full potential.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage our internal ticket list, prioritize requests, and avoid losing track of them in messages. On the customer side, it allows us to address their needs in an organized way without forgetting any requests, ensuring better follow‑up and satisfaction.
Its OK and most definitely has basic CRM functional but....
What do you like best about the product?
Simple to implement but beware to be more sophisticated and intuitive the price goes up steeply
What do you dislike about the product?
..... alas lacks the intuitive integration, style and flow of some of its competitors. It is not truly omnichannel and therefore for the price lacks essential CPaaS qualities. Sorry I feel a little mean but honesty will help you succeed in an aggressive CRM market. Requires a UX and AI upgrade.
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
What problems is the product solving and how is that benefiting you?
Cost vs. basic functionality lack of Voice/VoIP routing integration is a huge barrier
Time management
What do you like best about the product?
Its makes the work simpler and it makes the work quicker. It makes the job quicker and saves a lot of time.
What do you dislike about the product?
Interface lags at times. Interface can be made a little smoother.
What problems is the product solving and how is that benefiting you?
It saves a lot of time for me and supports easy customer handling experience.
Zendesk is a great support intake system!
What do you like best about the product?
I love how easy it is to create different views for different teams, but still be able to cross-functionally work tickets.The integration with other tools (like Jira, Zapier, Slack) make it incredibly easy to streamline workflows. My position's entire role is based in Zendesk, so I use it every day, all day.
What do you dislike about the product?
I am not sure that we have ever really needed to, but contacting their support team is a little difficult. However, their customer support knowledge articles and hub usually answers any questions we have.
What problems is the product solving and how is that benefiting you?
Zendesk Suite is our ITSM tool for all help desk tickets. We have our help desk broken down into different "teams" and "views", which allows our users to submit a ticket for a specific tool, and guarantee the subject matter experts are contacted. We submit, work, and solve tickets within ZD Suite. Historically, we had chat agents working live chats in Zendesk, which allowed our company to easily communicate with customers and resolve issues.
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