Zendesk Suite
ZendeskExternal reviews
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Best customer support tool I've used
What do you like best about the product?
Zendesk is a very user-friendly platform with a clean, intuitive interface that’s easy on the eyes and not at all overwhelming to navigate. The visuals are modern and well-designed, making the experience pleasant even during busy workdays.
One of the things I appreciate most is how easy it is to personalize Zendesk to fit the specific needs of each user or team. Customizing workflows, views, and settings is straightforward and flexible, which really helps adapt the tool to different use cases.
I use this tool every day, as it’s essential for my customer support role, and I truly believe it’s the best customer experience tool I’ve ever worked with.
One of the things I appreciate most is how easy it is to personalize Zendesk to fit the specific needs of each user or team. Customizing workflows, views, and settings is straightforward and flexible, which really helps adapt the tool to different use cases.
I use this tool every day, as it’s essential for my customer support role, and I truly believe it’s the best customer experience tool I’ve ever worked with.
What do you dislike about the product?
I’m not a fan of the new dark mode. The apps on the right sidebar don’t switch to black — they remain white, which creates an unpleasant contrast and doesn’t look great.
Another downside for me is how internal notes work. It feels unnecessarily complicated to leave both an internal note and a public response. Ideally, it should be possible to draft an internal note alongside a public reply, and then have both published when closing the ticket. This would make communication and documentation much smoother.
Another downside for me is how internal notes work. It feels unnecessarily complicated to leave both an internal note and a public response. Ideally, it should be possible to draft an internal note alongside a public reply, and then have both published when closing the ticket. This would make communication and documentation much smoother.
What problems is the product solving and how is that benefiting you?
Zendesk makes the communication between the company and the users a lot easier and allows me to deliver the best customer support.
Everything at your desk.
What do you like best about the product?
The thing I like the most is that through Zendesk one can organize everything consolidatedly and can enhance their efficiency using its user friendly and customer centric interface.It is easily integrable into other softwares and it doesn't provide automation services also
What do you dislike about the product?
There are a few things which I dislike and the first one is the slow or unhelpful customer support. I have had 2-3 bad experiences with customer support while using Zendesk.Apart from this ,I think that Zendesk relies too much on emails for communication which makes its services a little neglected.
What problems is the product solving and how is that benefiting you?
Zendesk was very helpful in providing a centralised or localised information from all the communication channels such as email, social media,phone etc into a single platform and provides valuable insights easily. Its automation feature helps reduce the query time of responses.
Comprehensive Support for Customer Service
What do you like best about the product?
Zendesk is robust enough to support incredibly complex workflows across customer lifecycle while also being lightweight enough to scale as my company grows. It's flexible pricing and it's ease of integration has been critical for my company as we don't have the most robust IT team.
What do you dislike about the product?
Zendesk has been great for my needs - I don't have a lot of pointed feedback but at times their support systems could be more wholistic when I have specific questions.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me not only solve customer issues right as they come in, but Zendesk as also helped me understand the trend of customer inquiries I get on a weekly, monthly, and yearly basis. It has indirectly helped me reallocate efforts to specific parts of my product because I can use customer feedback from Zendesk to inform my decisioning.
Zendesk Performance
What do you like best about the product?
Users consistently mention that the UI is intuitive and also makes it simple to track and respond to customer issues. It as strong integration support for CRMs, Slack, email, and third-party apps, which is highly appreciated and also Pre-set replies, triggers, and automation rules help support teams handle repetitive tasks efficiently
What do you dislike about the product?
it's a bit expensive if we add more features like chat, talk. Also backend support from Zendesk is not so good. Desktop version of this app is not as good as mobile version.
What problems is the product solving and how is that benefiting you?
It has omnichannel support which unifies email, chat, voice, social media.It also provides real-time dashboards, custom reports, and analytics tools to monitor SLAs, team efficiency, and CSAT.
It helped me for faster response time,better staffing and for data driven decision also.
It helped me for faster response time,better staffing and for data driven decision also.
Zendesk is fairly easy to navigate and great for keeping track of tasks.
What do you like best about the product?
I like how you can almost gamify your tasks in order to complete them.
What do you dislike about the product?
The interface looks a bit archaic at times.
What problems is the product solving and how is that benefiting you?
It’s helping streamline processes that would otherwise be tedious
Easy-to-Use Platform for Customer Support Requests
What do you like best about the product?
I like how straightforward it is to submit a support request and track the conversation. The emails are well structured, with clear ticket numbers and conversation history. It's easy to reply and stay updated, and the overall experience feels professional and reliable.
What do you dislike about the product?
Sometimes the responses feel a bit automated or generic at first, especially if there's a bot or template involved. Also, it’s not always clear how long it will take to get a reply, unless the company using Zendesk communicates that clearly.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to contact customer support without needing to call or wait on hold. I can quickly send a message, attach files if needed, and get a reply by email. It keeps everything in one thread, which is helpful if the issue takes a few days to resolve. It saves time and makes support feel more organized.
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.
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.
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