Zendesk Suite
ZendeskExternal reviews
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One of the best CRMs I've experienced
What do you like best about the product?
Zendesk is intuitive. Even an employee who is fresh to the workforce, would have no problems grasping the basics of Zendesk. The extensive features are incredible, makes organizing your workload and tickets so easy.
What do you dislike about the product?
Can't think of major downsides. Probably just pricing.
What problems is the product solving and how is that benefiting you?
Managing and merging tickets, makes it streamlined when a customer has multiple email threads. Also utilizing the knowledge base.
One-stop-shop for customer support
What do you like best about the product?
I like that Zendesk is user-friendly, customizable, and great for managing tickets efficiently, as well as communicating changes, steps taken everything done on the customer's account with other members of the team, avoiding duplicate work and adding more load of work to back office teams.
What do you dislike about the product?
What I dislike is that some features are locked behind higher-tier plans, depending on where you work and what package is available to work as a CSR. Also, as with any cloud-based CRM, lag and constant updates can be annoying.
What problems is the product solving and how is that benefiting you?
Zendesk helps centralize all customer interactions across multiple channels, making it easier to manage conversations without missing anything, which saves time and improves response consistency.
Reliable and Scalable
What do you like best about the product?
Zendesk Support Suite offers a clean and intuitive interface that makes it easy for both agents and admins to navigate. One of the biggest advantages is its multi-channel support, allowing us to manage emails, chats, and calls from one unified platform. The automation features, such as triggers and macros, help streamline repetitive workflows and boost efficiency. Reporting via Explore provides strong visibility into team performance, customer satisfaction, and ticket trends. Integration with other tools like slack is smooth, and customization options make it adaptable to various business needs.
What do you dislike about the product?
While Zendesk is generally user-friendly, some advanced reporting features in Explore can be difficult to configure without prior training. The platform also lacks more flexible options for SLA tracking across custom workflows, and the cost can become a concern as your team scales or as you need to add more advanced features. Additionally, some UI updates take time to roll out across all parts of the suite, which can create minor inconsistencies.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize and manage customer interactions across multiple channels (email, chat, phone) in one unified platform, which significantly reduces response times and improves operational efficiency. It enables better tracking of SLAs, agent performance, and customer satisfaction through its reporting tools.
Best ticketing tool
What do you like best about the product?
Zendesk is the best ticketing tool that we can use.
What do you dislike about the product?
Elongated procedure to get logged in and the interface gets laggy
What problems is the product solving and how is that benefiting you?
Nothing
Love Zendesk
What do you like best about the product?
Love the easy to use features available for the whole team
What do you dislike about the product?
No complaints so far. I would recommend being more available for more use.
What problems is the product solving and how is that benefiting you?
People bypass the chat function by selecting something else > other and their contact information saves under web user rather than their contact info
Seamless Omnichannel Support with Powerful Automation Features
What do you like best about the product?
What I like most about Zendesk Support Suite is how it puts all customer messages—email, chat, social media, and even calls—in one place.
What do you dislike about the product?
What I dislike about Zendesk Support Suite is that some of the best features—like advanced reporting, AI tools, and customizations—are only available on higher-tier plans, which can get expensive. Also, setting it up properly takes time, and the admin side isn’t always as intuitive as it could be.
Ask ChatGPT
Ask ChatGPT
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps me keep all customer conversations—whether from email, chat, social media, or calls—in one place.
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.
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.
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.
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