Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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Zendesk experience
What do you like best about the product?
It’s a great way of collating all of your inboxes into 1 place in order to manage customer service efficiently.
What do you dislike about the product?
It is difficult to find reasons why to dislike zendesk
What problems is the product solving and how is that benefiting you?
It helps solve the issue of having to use multiple platforms in order to respond to all of customers requests
I use Zendesk for raising support tickets for a SAAS based platform.
What do you like best about the product?
It's easy to raise tickets using Zendesk and easy login process. The interface is clean and best part in Zendesk is the tool outages notification will be clearly displayed in the home page of Zendesk.
What do you dislike about the product?
I don't have anything to dislike about Zendesk. It's does serve the purpose.
What problems is the product solving and how is that benefiting you?
We Zendesk as a knowledge hub for our SAAS product. It also has comment box to drop in the feedback about each article. In addition to that, you can find the article easily with just typing the keywords of the article.
The best helpdesk ticketing system I've ever used
What do you like best about the product?
Zendesk is really easy to navigate and customize as desired. It's a simple system for new or experienced techs, and makes ticket tracking simple. It was easy to implement customizations for my work to make ticketing more efficient. Customer support is readily available online, and there are a lot of great forums with knowledgabke helpers.
What do you dislike about the product?
Better asset tracking would be great, as the current amount is lacking.
What problems is the product solving and how is that benefiting you?
It makes ticket tracking so much easier and more efficient than the other software I've used. The ability to create and use macros for tickets is awesome
Solid portfolio of products for streamlining customer support
What do you like best about the product?
I like that everything is in one place, and I don't need to integrate / use other apps to complete customer support. Overall, platform is very easy to use and pretty intuitive
What do you dislike about the product?
When integrations are required, I find that sometimes they are a bit difficult to set up.
What problems is the product solving and how is that benefiting you?
All of our customer complaint tickets go through ZenDesk so that we can ensure that we don't miss a request.
The OG CRM for CX & Support
What do you like best about the product?
It's easy integration with external apps, automation journeys to define ticketing rules, and the ease of UX, along with a simpler support ticketing system, which helps agents collaborate and address customer tickets on time.
What do you dislike about the product?
Previously, migration to another tool was a bit difficult, as existing user data migration wasn't easily available. However, Zendesk now allows exporting files.
What problems is the product solving and how is that benefiting you?
It helped us bring our support channels at one place and automations helped us reduce genric queries by over 40%. Social Tool helped us respond to escalations from multiple platforms at one place.
Zendesk Review
What do you like best about the product?
Pros: Easy to use, powerful ticketing, customizable, integrates well, strong reporting.
What do you dislike about the product?
Cons: Expensive, steep learning curve, limited automation on basic plans, slow support, complex customizations.
What problems is the product solving and how is that benefiting you?
Pros: Easy to use, powerful ticketing, customizable, integrates well, strong reporting.
They were very helpful.
What do you like best about the product?
They resolved my issues. I had a good experience dealing with Zendesk.
What do you dislike about the product?
I don't really have anything negative to say.
What problems is the product solving and how is that benefiting you?
Disconnected customer conversations, inefficient workflows, and difficulty tracking support performance.
Great ticketing system with smooth integrations
What do you like best about the product?
It works really well with other business tools, and the ticket routing automation makes handling customer inquiries much easier. I also like how the customizable workflows and macros save a lot of time on repetitive tasks. The reporting dashboard is clear and gives a good picture of how the support team is doing.
What do you dislike about the product?
The pricing can be a bit high for smaller teams, and setting everything up at the start takes quite a bit of work. Some of the more advanced features, like AI suggestions, are only available on the higher-tier plans. The mobile app could also use some upgrades to be more functional.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite makes customer support so much easier by putting all our communication channels into one inbox. No more juggling different platforms, which has really cut down on response times. The automated ticket routing and tagging make sure questions get to the right person fast, and the knowledge base helps customers find answers on their own. Since we started using it, our customer satisfaction has gone up and our support team’s workload has gone down.
Zendesk is a helpful support tool
What do you like best about the product?
Zendesk is great for keeping track of customer support tickets. I can easily discern what tickets are awaiting my response versus the customer's response. I also love the ability to add internal notes to the tickets that the user can't see.
What do you dislike about the product?
The "child" ticket aspect needs some work. Additionally, if there are multiple people copied on a ticket and one of those copied folks (who is not the original "Requester") responds on the ticket and leaves all the other copied folks off, there is no way to respond to just that one person (the Requester MUST be in the response).
What problems is the product solving and how is that benefiting you?
I am the main point of support for my team, and we toyed with the idea of having customers reach out to me directly over email. However, we ran into the issue of how my colleagues can cover those emails while I'm out of the office, as they won't have access to my personal email. Zendesk solved this issue. On top of that, I can set myself to OOO on Zendesk and reroute those tickets to a colleague.
Zendesk Review
What do you like best about the product?
I like the ability to creat tickets and easily respond to users.
What do you dislike about the product?
I dislike the slowness of the play option.
What problems is the product solving and how is that benefiting you?
Speed regarding answering users.
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