Zendesk Suite
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All-in-One Solution for Seamless Customer Support
What do you like best about the product?
Zendesk Support Suite makes it easy to manage customer interactions across multiple channels in one place. The ticketing system is intuitive, automation features save time, and the reporting tools provide valuable insights to improve team performance.
What do you dislike about the product?
While Zendesk Support Suite is powerful, it can feel overwhelming to set up initially, especially for smaller teams. Some customization options require technical knowledge, and certain advanced features are locked behind higher-tier plans.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize and manage all customer support inquiries in one place, reducing response times and improving team collaboration. It solves the challenge of tracking conversations across different channels, ensuring nothing slips through the cracks. This leads to better customer satisfaction and a more efficient support workflow.
Zendesk Helped Us Support Customers Faster and Better
What do you like best about the product?
Zendesk has been a solid support tool for our team. It’s easy to use, especially for handling a high volume of customer inquiries across email, chat, and social media. The automation features—like triggers and macros—really help us respond faster and keep things organized.
Overall, it’s a dependable platform that helps us deliver better customer support, but there’s a bit of a learning curve if you want to tailor it deeply to your workflows.
Overall, it’s a dependable platform that helps us deliver better customer support, but there’s a bit of a learning curve if you want to tailor it deeply to your workflows.
What do you dislike about the product?
Zendesk works really well overall, but a few things could be easier. Some features take a bit of time to learn, and customizing things isn’t always super straightforward. It can also get a bit pricey as you add more features. But for the most part, it does what it’s meant to do—and does it well.
What problems is the product solving and how is that benefiting you?
It helps our team stay organized with things like automated ticket routing, canned responses, and internal notes. This saves time and keeps everyone on the same page, which really improves both team efficiency and the customer experience.
Zendesk Support Suite is one of the best solution for businesses out there
What do you like best about the product?
What I like most about Zendesk Support Suite is how everything is centralized. You can manage emails, chat, calls, and even social media messages from the same dashboard, which really simplifies things. The interface is clean and intuitive, so even new team members can get the hang of it pretty quickly
What do you dislike about the product?
One thing I find frustrating about Zendesk Support Suite is that some of the more advanced features are locked behind higher tier plans, which can get expensive pretty quickly. For example, features like advanced reporting or certain integrations require a significant upgrade, even if you're a smaller team just trying to grow.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us streamline customer communication by centralizing everything into one platform. Instead of juggling emails, live chats, and social media separately, we now handle all interactions from one place, which reduces confusion and response time.
A Truly Unified Omnichannel Experience
What do you like best about the product?
what users and businesses typically like best about the Zendesk Support Suite is its powerful omnichannel integration.
Unified Agent Workspace: The absolute standout feature is that agents don't have to switch between different tools for email, live chat, phone calls, social media messages, and knowledge base articles. A conversation that starts on chat can be seamlessly continued over email, with all history in one ticket.
Powerful Automation
Extensive Reporting and Analytics: With Zendesk Explore, businesses can track a huge range of metrics—from agent response times and customer satisfaction scores (CSAT) to the most common types of support requests.
Unified Agent Workspace: The absolute standout feature is that agents don't have to switch between different tools for email, live chat, phone calls, social media messages, and knowledge base articles. A conversation that starts on chat can be seamlessly continued over email, with all history in one ticket.
Powerful Automation
Extensive Reporting and Analytics: With Zendesk Explore, businesses can track a huge range of metrics—from agent response times and customer satisfaction scores (CSAT) to the most common types of support requests.
What do you dislike about the product?
Quality of Zendesk's Own Customer Support: A frequent and ironic complaint is that for a company that sells customer support software, its own support can be slow and difficult to access, particularly for customers on lower-tier plans.
Zendesk is a powerful and highly scalable platform, the main dislikes revolve around its true cost, the initial complexity of setup and customization, and the challenge of getting timely support without a premium plan.
Zendesk is a powerful and highly scalable platform, the main dislikes revolve around its true cost, the initial complexity of setup and customization, and the challenge of getting timely support without a premium plan.
What problems is the product solving and how is that benefiting you?
A customer sends an email, then starts a live chat, then calls on the phone. Without a unified system, each agent they interact with has no idea what was said before, forcing the customer to repeat their issue. This is inefficient for the business and frustrating for the customer.
Pleasantly easy customer experience
What do you like best about the product?
There is no hassle when using the agent feature, no unnecessary options or misleading information on customisation
What do you dislike about the product?
Agents can produce unintended behaviour so have to try multiple times
What problems is the product solving and how is that benefiting you?
Umanned problem solving which can reduce the man power
Very useful in daily support, improvable in customization
What do you like best about the product?
What I like the most is that it is a powerful yet easy-to-use tool. The interface is very intuitive, which allows me to manage first-level tickets quickly and in an organized manner. Additionally, it centralizes customer service from different channels very well, which greatly improves support efficiency.
What do you dislike about the product?
Sometimes, the customization of triggers or views can be limited if you don't have more advanced technical knowledge. Some useful features are only available in higher plans, which can be a limitation for certain teams.
What problems is the product solving and how is that benefiting you?
One of the problems I have encountered is that some advanced features, such as certain automations or custom reports, are only available in higher-tier plans. However, this has also led me to make the most of the available functionalities and optimize workflows within the possibilities of the current plan.
Easy platform to manage tech support
What do you like best about the product?
We use it everyday to received our tickets of tech support from our end users and integrators. It's very easy to track our response time and assign responsabilities to each presales engineer. We have it integrated directly to our license system and I get all the notifications from license and support to my email.
What do you dislike about the product?
Sometimes you need to reaprove some tickets that were escalated or I need to manually look for tickets of support because they dont appear on the main list.
What problems is the product solving and how is that benefiting you?
It's a unified platform on our end to receive all the requests from our partners and end users, so we can track the Operations team on every action needed and escalate to other teams in the same portal.
Great Programmable Customer Support CRM SaaS
What do you like best about the product?
A lot of automation is possible with 3rd party automation tools as well as wide ranges of API, perfect during the GenAI era.
Ability to build custom apps is also a deal-breaking feature.
GenAI is natively integrated in various places.
Ability to build custom apps is also a deal-breaking feature.
GenAI is natively integrated in various places.
What do you dislike about the product?
Some long customer wishlists such as security log features were never entertained over the years.
What problems is the product solving and how is that benefiting you?
It's the all-in-one solution for my company's customer support - Email/Phone/LiveChat/WhatsApp/WebForm, don't need to pick SaaS for every customer message channel.
Great Efficiency, Steep Learning Curve
What do you like best about the product?
The macros and automated workflows saved a lot of time. I could address repetitive tasks with just a couple of clicks.
What do you dislike about the product?
I found the sheer number of features in Zendesk intimidating. Even after our initial training, figuring out which automation rules to use or customizing the workspace took extra effort and trial and error.
What problems is the product solving and how is that benefiting you?
Helping answer support queries
CMO at Nuvirateck
What do you like best about the product?
The ease of use and the intuitive product establishing better CX
What do you dislike about the product?
Nothing besides in India, few integrations are challenge due to local laws
What problems is the product solving and how is that benefiting you?
They are trying to solve cx issues mainly in terms of reducing SLA's of a ticket and promoting FCR.
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