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Zendesk provides Sensational Programming that Guarantees Success
What do you like best about the product?
What i like best and find most helpful about Zendesk Support Suite are the customer service features included in the program that allow me to better assist clients.
What do you dislike about the product?
My least favorite aspect of Zendesk is the lack of ease for frequent users, I believe that Zendesk would be more useful if they included more features that catered to frequent users and stored information and predicted actions based on their last use on the site.
What problems is the product solving and how is that benefiting you?
Zendesk helps resolve customer-related issues by providing live tickets to track resolutions, helping me offer my clients an all-around better experience.
Great for support
What do you like best about the product?
Zendesk is very useful because it is easily customisable to capture all customer support requests related to your business
What do you dislike about the product?
can be difficult to use without professional training
What problems is the product solving and how is that benefiting you?
We use it mainly for customer support interactions
Organization and scale
What do you like best about the product?
We are currently a team of 6 analysts who use Zendesk on a daily basis. What impresses me most about the platform is its ability to organize the activities of our support project, serving more than 3,000 users and centralizing everything in a single environment.
With a clean and intuitive interface, it's possible to build a unified management, integrated with channels such as WhatsApp and Facebook.
The most interesting thing is that by analyzing the data using the Explore reporting feature, I can generate valuable insights for developing new products and business opportunities.
With a clean and intuitive interface, it's possible to build a unified management, integrated with channels such as WhatsApp and Facebook.
The most interesting thing is that by analyzing the data using the Explore reporting feature, I can generate valuable insights for developing new products and business opportunities.
What do you dislike about the product?
I realize that the community here in Brazil is still not as active as that of our competitors. This results in less engagement and also less feedback on improvements.
This week, for example, there was a request for a dark mode interface option. We believe that a stronger community could have a greater impact on the development of the suite.
This week, for example, there was a request for a dark mode interface option. We believe that a stronger community could have a greater impact on the development of the suite.
What problems is the product solving and how is that benefiting you?
Centralization of contacts, volumetric reports and identification of intersections.
The most frequently asked questions could be resolved with clearer and more user-friendly instructions.
The most frequently asked questions could be resolved with clearer and more user-friendly instructions.
Helpful tool for scaling customer support
What do you like best about the product?
It allows us to mature our support organization, pretty easily.
What do you dislike about the product?
It seems tricky to be able to communicate with customers via SMS
What problems is the product solving and how is that benefiting you?
It allows us to centralize our support team communications, and prevent duplicate work
Daily use of Zendesk
What do you like best about the product?
Organization of tickets by platform and reports
What do you dislike about the product?
Organization of tickets by order of arrival and some limitations
What problems is the product solving and how is that benefiting you?
I can concentrate all the tickets from different platforms in one place, enabling greater organization and efficiency in service.
easiest more intuitive system to work with
What do you like best about the product?
As an admin, been able to control my system up to the minimum detail is the best Zendesk has, I have all type of communications linked to my system and agents have less tool to use, which helps with productivity.
What do you dislike about the product?
The new AI system, it is still too new and the intents' system is not really super easy to use based on our specific needs.
What problems is the product solving and how is that benefiting you?
Handling all type of communications with our users, from in-app support coming to our system, to reviews from app stores all in one place is the best way for the agents to not feel overwhelmed and using th intents, has help us to prioritize the more easy but important request to handle them first.
“Streamlined Multichannel Support with Powerful Automation
What do you like best about the product?
Zendesk Support Suite offers a clean, intuitive interface that makes it easy for agents to manage tickets across multiple channels like email, chat, and social media. I especially appreciate the automation and workflow tools—macros, triggers, and SLAs—that streamline repetitive tasks and ensure we stay responsive to customer needs. The integration with our CRM and third-party apps is seamless, allowing for a centralized view of customer interactions. Zendesk’s robust reporting also helps us track key metrics and continuously improve our support operations.
What do you dislike about the product?
I didn’t have a great experience with Zendesk’s own support team. Whenever I reached out for help, instead of providing direct assistance or walking me through a solution, they often just sent links to help articles. It felt impersonal and frustrating—especially when I was dealing with urgent or complex issues that weren’t easily solved by a knowledge base article.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage all customer inquiries in one place, across email, live chat, and social media. This centralization has drastically improved our response times and reduced the chances of missing customer messages. The automation features—like ticket routing, SLAs, and canned responses—save our team time and help us stay consistent in how we handle requests. It’s also made it easier to monitor team performance and customer satisfaction through built-in reporting and CSAT surveys.
Solid reliable platform.
What do you like best about the product?
It's solid and reliable and easy to use.
What do you dislike about the product?
The help centre feels limited vs using a platform like Confluence with help documentation.
What problems is the product solving and how is that benefiting you?
Having a platform to manage internal ICT help desk tickets.
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.
We had a good experience using Zendesk, but the cost was prohibative for our organization.
What do you like best about the product?
I like the fact that we can share the inbox with other reps and we can see and share answers and customers. I also like the fact that we can build in automations and answers in the messaging center. I also liked that if some of our partners used Zendesk, we could share tickets.
What do you dislike about the product?
I would say the thing I disliked the most was the cost. It was to high of a price for our small organization.
What problems is the product solving and how is that benefiting you?
We needed a shared inbox feature and this solved that problem.
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