Zendesk Suite
ZendeskExternal reviews
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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.
Most comprehensive support software out there
What do you like best about the product?
I've spent over a decade managing and administrating customer support and Zendesk is the most comprehensive tool for ticketing and communications management out there. Lots of mature features and extensive customizability.
What do you dislike about the product?
Pricing per agent is extremely prohibitive. To get the full suite of tools, even more so. Some of their functionality while flexible and capable isn't very intuitive.
What problems is the product solving and how is that benefiting you?
Ticketing system, user knowledgebase
Simple, helpful but powerful
What do you like best about the product?
User interface, reporting, possibility of bulk assignment of tickets
What do you dislike about the product?
It seems pretty good to me, sometimes I am lost in follow up emails, but in general good experience
What problems is the product solving and how is that benefiting you?
Helps to have a solf to structure all the customer requests
ZD Support Suite
What do you like best about the product?
What I like most about this is that everything is bundled all in one
What do you dislike about the product?
What I dislike most about zendesk suite is how hard it is for customization. I don't think I'm the only one with this issue as well.
What problems is the product solving and how is that benefiting you?
When I was in CS, it helped a lot concerning managing large influx of customer queries and emails etc
Wonderful Service for buisness
What do you like best about the product?
The most helpful part of Zendesk Support Suite is its intuitive ticket management system. It's easy to respond to and categorize tickets, which streamlines support. Also, the ability to link tickets directly to Jira is a huge advantage—it helps coordinate smoothly with the development team when technical issues arise.
What do you dislike about the product?
There’s nothing particularly bad about Zendesk Support Suite. However, I do prefer the previous version of the main dashboard—it was more user-friendly.
What problems is the product solving and how is that benefiting you?
Customer's complain, question, etc.
Using Zendesk for our customer success
What do you like best about the product?
easy to track customer's issue, customized the fields
What do you dislike about the product?
It is not easy to integrate with Atlanssian Jira
What problems is the product solving and how is that benefiting you?
tracking customer's issues, new feature requests
Zendesk feedback
What do you like best about the product?
I like that you can retrieve previous conversations with customers which date back - This has been very handy to search earlier notes or essential information that is useful for solving tickets.
What do you dislike about the product?
I dislike the way images and files are attached to the "tickets" It is sometimes difficult to retrieve images attached to the emails.
What problems is the product solving and how is that benefiting you?
Creating/deleting users, filtering inquiries into categories (Ticket Type) - has been beneficial to understand the type of inquiries we are receiving.
AN EASY WAY TO HAVE AN OVERVIEW OF DATA
What do you like best about the product?
It was very friendly, easy to learn, and very clear. The features and functions don't confuse when searching for specific information about the customer. I wasn't part of any type of integration, but I was able to search and find all types of customer information to provide a prompt and fast solution for the customer.
What do you dislike about the product?
I don't feel that there is anything I dislike about Zendesk. I used the tool for around 4 months, and it would be great if it had an integration with AI.
What problems is the product solving and how is that benefiting you?
Data handling and organization
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