What do you like best about the product?

I think it is great to use Zendesk Support Suite as it has all the tools in one place to manage tickets (support requests) from incoming customers or internal personnel to also being able to reach out internally to other teams so is their help is needed on a request. It also links/connects with Jira so any related tickets can be easily viewed with a click. The ticket urgency and SLA are also well-organized so it can be sorted by priority of customers and issues.

What do you dislike about the product?

There aren't much real downsides. The only issue is when a particular team does not have access to ZD.

What problems is the product solving and how is that benefiting you?

It is solving the management of customer support and service, and it is a benefit as it is all organized very well in one place, where multiple teams can view specific customer issues and requests.