Zendesk Suite
ZendeskExternal reviews
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Good to have Support Tool
What do you like best about the product?
Zendesk's support suite is one of the best in the market, and I, as a user, was using its Email and Chat support, both of which had a good flow. The platform is self-explanatory and easy to use, making it easy to learn about by simply viewing its interface.
What do you dislike about the product?
Sometimes the tool used to lag a bit, but moreover it's a good tool
What problems is the product solving and how is that benefiting you?
Zendesk is solving a manual way of support via automation, it eases the efforts, it has a knowledge base which helps as a self-support to clients.
Awesome
What do you like best about the product?
It has a very fabulous & fantastic UI & easily navigate to all the required features, I recommend everyone should go through it if the are ever have used Zendesk before.
What do you dislike about the product?
As of now nothing, but yeah it can improve more in the future
What problems is the product solving and how is that benefiting you?
Specific Frontend Issue & easy customer support reach
CRM with almost everything you need
What do you like best about the product?
It’s ability to customise and specially the UI which is refreshing as compared to other similar capabilities CRM.
What do you dislike about the product?
The UI seems to be slow sometimes even with decent internet connection. But overall nothing big to dislike
What problems is the product solving and how is that benefiting you?
We have integrated our complex backend with zendesk UI to manager our customer and sites
Quick, Efficient and Easy to Use
What do you like best about the product?
The most helpful things about Zendesk support suite is how easy to use it for the support agents after the initial setup.The implementation is also prettry straight forward and we can deploy it in an hour.
The customer support team uses it on a daily basis as they have to provide customer support for our shopify stores
The customer support team uses it on a daily basis as they have to provide customer support for our shopify stores
What do you dislike about the product?
Some of the downsides is that it can be complex for some people to setup initially
What problems is the product solving and how is that benefiting you?
We use it to provide support on various shopify stores that we handle for our clients via pre populated answers or live chat
Zendesk Review - Neha Yadav - First Line Technician (HIPLA - InVentry)
What do you like best about the product?
The ability to take tickets in your name on your own.
The flexibility with SLA's tickets
Filters
the redacting feature
The flexibility with SLA's tickets
Filters
the redacting feature
What do you dislike about the product?
I would like to see Auto Assign, its a major drawback of Zendesk
Tickets should be automatically assigned rather than the manual system
Tickets should be automatically assigned rather than the manual system
What problems is the product solving and how is that benefiting you?
We can access help guides on side
Zendesk for a larger team.
What do you like best about the product?
Everything at 1 place all reports are available for all platforms.
What do you dislike about the product?
This solution is primarily beneficial for larger teams, as the cost for a two-member support team can be high. If you have fewer than 50 support tickets per day, it may end up costing you more than you need to spend. It is designed for larger groups, so if you are a startup with fewer customers, you might want to consider a less expensive option. However, if you have a ticket volume of 500 a day, Zendesk is the best choice.
What problems is the product solving and how is that benefiting you?
Live chat is good
A Versatile Platform for Customer Support- Best for Customization and Multichannel Support
What do you like best about the product?
After implementing Zendesk for a high-growth D2C business, I can say its flexibility has been a huge plus. Connecting Zendesk with our CRM, e-commerce tools, and messaging platforms ensures our agents rarely have to switch tabs, everything they need is right inside their ticket view.
The onboarding process for new team members has always gone smoothly. The UI is clean, intuitive, and logical, so training is quick and most agents feel comfortable handling tickets after minimal instruction. Setting up essential workflows, such as language queues, escalations, and automations is straightforward, and the documentation provides clear, actionable examples for common scenarios.
Zendesk’s omnichannel capabilities are a highlight: tickets from web, email, chat apps, and even social media all arrive in a single queue, keeping things organized and improving our response times. The automation engine is powerful for reducing repetitive work, letting us focus on complex tickets.
Their customer support is generally helpful, too. Most routine queries are addressed via their documentation or user forums, but when we’ve reached out for help on trickier issues, the quality of assistance has been solid — though occasionally response times could be improved during busier periods.
The onboarding process for new team members has always gone smoothly. The UI is clean, intuitive, and logical, so training is quick and most agents feel comfortable handling tickets after minimal instruction. Setting up essential workflows, such as language queues, escalations, and automations is straightforward, and the documentation provides clear, actionable examples for common scenarios.
Zendesk’s omnichannel capabilities are a highlight: tickets from web, email, chat apps, and even social media all arrive in a single queue, keeping things organized and improving our response times. The automation engine is powerful for reducing repetitive work, letting us focus on complex tickets.
Their customer support is generally helpful, too. Most routine queries are addressed via their documentation or user forums, but when we’ve reached out for help on trickier issues, the quality of assistance has been solid — though occasionally response times could be improved during busier periods.
What do you dislike about the product?
Reporting and analytics are definite weak spots. Zendesk Explore covers basic insights, but breaking data down by custom fields, like channel or resolution type, feels cumbersome. As a result, we’ve had to push data to spreadsheets or outside tools for more detailed analysis.
Bulk ticket management remains unintuitive. Mass assignments or edits can take more steps than necessary, wasting valuable team time. The mobile app, while useful for quick replies or status checks, lacks the features needed for comprehensive ticket management on the go.
As for permissions, managing nuanced access for different roles becomes tricky as the team expands. Occasionally, this leads to administrative hassle and user confusion.
While implementation for the basics is easy. We had the essentials up and running within days. Deeper customization and integrations (like connecting advanced workflows or APIs) do require some administrative time and planning. Fortunately, Zendesk’s documentation and community resources help smooth out most bumps in the process
Bulk ticket management remains unintuitive. Mass assignments or edits can take more steps than necessary, wasting valuable team time. The mobile app, while useful for quick replies or status checks, lacks the features needed for comprehensive ticket management on the go.
As for permissions, managing nuanced access for different roles becomes tricky as the team expands. Occasionally, this leads to administrative hassle and user confusion.
While implementation for the basics is easy. We had the essentials up and running within days. Deeper customization and integrations (like connecting advanced workflows or APIs) do require some administrative time and planning. Fortunately, Zendesk’s documentation and community resources help smooth out most bumps in the process
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has made a real difference in how we handle customer service as a team. Before switching, we struggled to keep up with emails, chats, and messages spread across different platforms—lots of things would slip through the cracks, and our agents were always scrambling. Now, Zendesk pulls everything into one place, so nothing gets lost and we can answer customers more quickly, no matter how they contact us.
Automations have been a massive help. Instead of manually routing tickets or performing mindless status updates, we let Zendesk handle it. That frees up our team to actually focus on helping people, not just shuffling tickets. It’s especially noticeable during big sales or campaign launches—Zendesk keeps up even when ticket volumes spike, so our quality of support stays high and agents don’t feel overwhelmed.
We also appreciate how straightforward it is to train new hires. The interface is clear, and most people pick it up after a short walkthrough. Collaboration is better too; agents can seamlessly pass notes or tag in others on tricky tickets, which leads to faster resolutions and sharing of best practices.
Another big plus is how Zendesk connects with our other business tools. All the customer data our agents need : orders, past conversations, account details is right there in the ticket. This means we can give more helpful, informed answers and customers don’t have to repeat themselves.
All these improvements have really tightened up our support operations, improved team efficiency, and ultimately made for a much smoother customer experience as we’ve grown.
Automations have been a massive help. Instead of manually routing tickets or performing mindless status updates, we let Zendesk handle it. That frees up our team to actually focus on helping people, not just shuffling tickets. It’s especially noticeable during big sales or campaign launches—Zendesk keeps up even when ticket volumes spike, so our quality of support stays high and agents don’t feel overwhelmed.
We also appreciate how straightforward it is to train new hires. The interface is clear, and most people pick it up after a short walkthrough. Collaboration is better too; agents can seamlessly pass notes or tag in others on tricky tickets, which leads to faster resolutions and sharing of best practices.
Another big plus is how Zendesk connects with our other business tools. All the customer data our agents need : orders, past conversations, account details is right there in the ticket. This means we can give more helpful, informed answers and customers don’t have to repeat themselves.
All these improvements have really tightened up our support operations, improved team efficiency, and ultimately made for a much smoother customer experience as we’ve grown.
Zendesk Support Suite Review: Everything You Need to Know
What do you like best about the product?
Zendesk Support Suite excels with its intuitive interface, seamless omnichannel support, and powerful automation. It centralizes customer communication, reduces manual tasks, and integrates well with other tools. The knowledge base and insightful analytics enhance both agent efficiency and customer satisfaction.What stands out most is Zendesk’s unified dashboard, making it easy to manage multiple channels. It’s user-friendly, offers deep customization, integrates with third-party apps, and helps teams resolve issues faster through automation, smart routing, and detailed performance metrics.
What do you dislike about the product?
The interface, while clean, can feel overwhelming with too many settings buried deep in menus. Advanced features often require higher-tier plans. The learning curve for setting up workflows and automation can be steep without technical support or detailed guidance.
Zendesk’s pricing scales quickly as your team grows. Some features that should be standard—like detailed analytics or multi-language support—are locked behind expensive plans. Also, ticket merging and search functionality are not as smooth or accurate as expected.
Zendesk’s pricing scales quickly as your team grows. Some features that should be standard—like detailed analytics or multi-language support—are locked behind expensive plans. Also, ticket merging and search functionality are not as smooth or accurate as expected.
What problems is the product solving and how is that benefiting you?
Zendesk centralizes customer conversations across email, chat, and social platforms, solving the issue of scattered communication. This unified approach improves response times, reduces missed tickets, and enhances overall customer satisfaction by ensuring consistent, efficient, and trackable support experiences.
A great support tool to use for customer service
What do you like best about the product?
The unified support across social media, email, chat and calls allowing people to solve problems from a single interface, which boosts productivity and efficiency.
What do you dislike about the product?
Little bit costly for small & mid sized business and also difficult to use for new people.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk is solving - I don't need to roam around here and there for completing tasks, I can do it in a single dashboard.
Zendesk Review – Solid Support Platform with Room for Flexibility
What do you like best about the product?
it's been a reliable, well-structured solution for managing customer support and ticketing across teams. What stands out the most is how thoughtfully it handles scale, the workflows, macros, automations, and analytics features are strong and help keep our support operations efficient.
What do you dislike about the product?
Limited flexibility without dev effort
Reporting has a learning curve
Occasional pricing surprises when scaling up features
Reporting has a learning curve
Occasional pricing surprises when scaling up features
What problems is the product solving and how is that benefiting you?
Faster resolution times
Lower agent fatigue
Happier customers
And a much more organized support ops workflow
Lower agent fatigue
Happier customers
And a much more organized support ops workflow
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