Zendesk Suite
ZendeskExternal reviews
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A robust helpdesk solution which is powerful but needs upgrade
What do you like best about the product?
Zendesk has got this agent workspace which is completely unified which allows agents to manage tickets, view customer history and collaborate with teammates - all from one interface. This boosts productivity and reduces context switching. This platform includes automation rules, triggers and macros that streamline repetitive tasks. This helps agents focus on more complex issues and ensures faster response times.
What do you dislike about the product?
Compared to newer helpdesk platforms, Zendesk's UI is seen as aging. It lacks modern design elements and fell clunky which affects user experience and efficiency.
What problems is the product solving and how is that benefiting you?
customizable help centers and knowledge bases benefits fewer repetitive tickets allowing agents to focus on complex issues while customers help themselves. With unified omin-channel support consolidates all interactions into one dashboard, i get a complete view of customer conversations reducing missed messages and improving response times.
Improved service support
What do you like best about the product?
All the support channels managed through Zendesk Support Suite have allowed for more convenient contact with customers, providing them with more attention and faster responses. Having all the modules together has improved response time and customized development for each customer via their ticket. It's a very modern platform where the customer service team responds quickly, and their service pricing is accurate for the quality they provide.
What do you dislike about the product?
Synchronization with Salesforce was a process I couldn't do myself. I had to turn to support, and they did it, but after several hours, I believe it's an internal issue with them that this synchronization isn't achieved in simple steps.
What problems is the product solving and how is that benefiting you?
It's a unified tool that allows for perfect records of all information for more professional customer service and makes them feel comfortable with clear and quick responses.
Customize and Optimize
What do you like best about the product?
I like the customization functions and all the optimizations you can play with. It is pretty friendly and intuitive. Help the clients and help the company.
What do you dislike about the product?
It is a bit rigid sometimes. And it can get stuck.
What problems is the product solving and how is that benefiting you?
Routing tickets to the rights agents based on expertize, organizing the team.
ZenDesk Review
What do you like best about the product?
Very easy to use and onboard new CS agents.
What do you dislike about the product?
Not industry focused, new vendor is tho.
What problems is the product solving and how is that benefiting you?
We used to use Zendesk at Rubiko.Tech - which has now went bankrupt, but at the time it was helping us 'tag' specific cases depending on the nature of the inquiry (i.e technical,bonuses,etc) and enabled us to have a trackable ticketing system, where customers get assigned as CS rep automatically and notified to follow up etc.
Powerful and Reliable—But Be Ready for a Learning Curve
What do you like best about the product?
Zendesk is an incredibly powerful tool for managing customer support at scale. I use it daily and genuinely love how robust, customizable, and reliable it is. The automation features, ticket views, macros, and integrations make it a top-tier platform for teams that want to streamline support without sacrificing visibility or control. It has a free option for startups and is relatively cheap if you keep headcount down.
That said, I wouldn’t call it “plug and play.” For beginners or smaller teams, the sheer number of features can feel overwhelming at first. It takes time to set up your workflows well—and even longer to master things like triggers, automations, and help center theming.
But once you’re past that learning curve, Zendesk becomes an indispensable part of your tech stack. I can’t imagine running support without it. And I believe in thinking ahead. How painful and complicated will your migration from a lesser product be when you finally decide you must upgrade to Zendesk?
Pros:
• Extremely customizable
• Powerful automations and workflow management
• Excellent integrations
• Scales well with team growth
Advice to others:
Take the time to learn the system and invest in setup. It pays off long-term.
That said, I wouldn’t call it “plug and play.” For beginners or smaller teams, the sheer number of features can feel overwhelming at first. It takes time to set up your workflows well—and even longer to master things like triggers, automations, and help center theming.
But once you’re past that learning curve, Zendesk becomes an indispensable part of your tech stack. I can’t imagine running support without it. And I believe in thinking ahead. How painful and complicated will your migration from a lesser product be when you finally decide you must upgrade to Zendesk?
Pros:
• Extremely customizable
• Powerful automations and workflow management
• Excellent integrations
• Scales well with team growth
Advice to others:
Take the time to learn the system and invest in setup. It pays off long-term.
What do you dislike about the product?
Cons:
• Steep learning curve
• Admin UI can feel dense for new users
• Steep learning curve
• Admin UI can feel dense for new users
What problems is the product solving and how is that benefiting you?
Zendesk helps us centralize and streamline all our customer support workflows in one place. Before Zendesk, we were juggling multiple tools and lacked visibility into support volume, response times, and ticket history. Now, we can automate repetitive tasks, track key metrics, and deliver faster, more consistent support. The knowledge base and proactive messaging features have also helped us reduce ticket volume by enabling more self-service. Overall, Zendesk has improved both our team efficiency and customer satisfaction.
Zendesk
What do you like best about the product?
Zendesk is user-friendly and easy to do the admin things, and user navigation is easy
What do you dislike about the product?
There is no dislikes for zendesk, it is the very good product
What problems is the product solving and how is that benefiting you?
Zendesk helped me to communicate with customers very easily.
Zendesk Review
What do you like best about the product?
Agents don’t need to jump between tools to track conversations — they get the full customer context in one place, making it faster and easier to resolve issues.
What do you dislike about the product?
It brings together email, chat, voice, social messaging, and help center interactions into one interface.
What problems is the product solving and how is that benefiting you?
Agents can see the full customer journey and respond faster with context, avoiding duplicated efforts or inconsistent replies.
A Reliable CS Solution
What do you like best about the product?
The initial setup for email is simple and doesn't require much previous knowledge of the system.
It can be fairly customized regarding agent interaction and essential features are understandable when going through the admin center, with enough articles and guides to browse through and learn the basics in case any doubts come up.
It can be fairly customized regarding agent interaction and essential features are understandable when going through the admin center, with enough articles and guides to browse through and learn the basics in case any doubts come up.
What do you dislike about the product?
Some of the features for non-enterprise plans are a bit limited when it comes to tailoring some of the features, but it shouldn't be a problem for most businesses.
The learning curve for some of the more detailed features is a bit harder to go through, so implementation partners are recommended
The learning curve for some of the more detailed features is a bit harder to go through, so implementation partners are recommended
What problems is the product solving and how is that benefiting you?
It solves main user contact, help desk and knowledge base articles (both for AI and end users), internal escalation of cases as well as organizing user complaints and inquiries with views and queue-based routing.
User contact becomes traceable and easy to navigate, and reports help tracking the overall inbound volumes, efficiency in response times, form fields and tags make it easy to close cases for further quality analysis and evaluation of the company's performance based on reports that provide insights as to what are the most common contact reasons.
User contact becomes traceable and easy to navigate, and reports help tracking the overall inbound volumes, efficiency in response times, form fields and tags make it easy to close cases for further quality analysis and evaluation of the company's performance based on reports that provide insights as to what are the most common contact reasons.
Customizable and feature-rich
What do you like best about the product?
Zendesk's customizations make it easy for us to migrate from our existing solution, and add enhancements to increase our effectiveness.
What do you dislike about the product?
Licensing is a twice as expensive compared to our previous solution
What problems is the product solving and how is that benefiting you?
Tracking inbound requests from clients
A SOLID FOUNDATION FOR CUSTOMER EXPERIENCE MANAGEMENT
What do you like best about the product?
Zendesk support suite helps manage customer conversation across channels without the chaos. the ticketing system is smooth, automation saves time and reporting gives the insights i need to improve. it has helped my team stay organized, respond faster, and deliver better support overall.
What do you dislike about the product?
The interface while clean can feel a bit clunky when managing a high volumes of tickets. some features like reporting and customization aren't as flexible as i would like and often require workarounds or extra tools.
What problems is the product solving and how is that benefiting you?
Zendesk support suite helps solve the challenge of managing customer support across multiple channels. Instead of juggling emails, chats, and social messages in separate tools everything is centralized making it easier to track, respond and resolve issues quickly. It also helps with team coordination.
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