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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.
Zendesk is the best CRM tool for Customer Service
What do you like best about the product?
Easy to navigate, beginner-friendly. Can be used on both mobile and PC.
What do you dislike about the product?
There were instances where we had to redo linking our IG and Facebook accounts because it constantly failed. Customer Support takes a while to respond.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has been a huge help by making customer support easier to manage and more accessible. Everything is in one place—whether it’s email, chat, or phone—so I can handle multiple channels without jumping between different tools. It’s also really user-friendly, which means I can focus more on helping customers rather than figuring out the platform. The ability to automate repetitive tasks and use macros also saves time and keeps responses consistent.
Best Tool to Handle Client Issues Way Easier
What do you like best about the product?
Zendesk really helps us tract client issues easily. We mostly use it to raise and track tickets when partners face problems with loan against mutual funds. It’s super easy to use, clean layout, quick ticket updates, and it keeps everything organized. I also like how you can add internal notes so the whole team stays in sync. We use Zendesk on a daily basis and this tool has made life easy.
What do you dislike about the product?
Sometimes the ticket update timestamp takes a while to reflect real-time changes, which can be confusing. Also, it would be helpful if we could close a ticket without assigning it first
What problems is the product solving and how is that benefiting you?
Earlier, client queries were scattered across emails and chats. Zendesk brings everything into one place, making support much more manageable. It’s helped reduce confusion, speed up response times, and improved how we follow up.
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
Pricey But Fantastic
What do you like best about the product?
Zendesk was easy to use, easy to set up, and we used it daily for everything we needed. We barely scratched the surface with tons of integrations for everything we could imagine.
It's Zendesk, the most popular and most ubiquitous PSA for a reason.
Their customer support is top notch and was very helpful in getting us going and staying going.
It's Zendesk, the most popular and most ubiquitous PSA for a reason.
Their customer support is top notch and was very helpful in getting us going and staying going.
What do you dislike about the product?
Our only complaint with Zendesk was the cost.
What problems is the product solving and how is that benefiting you?
When we used it, it solved all of our customer relation, dev task tracking, and project management needs.
Smooth process for all things Customer Service
What do you like best about the product?
Easy to use, with quick implementation when introduced to a team.
What do you dislike about the product?
Some limitations on the ESPs it can be integrated with.
What problems is the product solving and how is that benefiting you?
Customer service - response templates AI and more.
The best support tool in the market
What do you like best about the product?
Powerful reporting and the best interface in the market.
Excellent KB
Excellent KB
What do you dislike about the product?
The licensing is most expensive than market competitors.
What problems is the product solving and how is that benefiting you?
The interface of customers to receive support from our products and the KB documentation.
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