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Great Support Tools All in One Place
What do you like best about the product?
I think it is great to use Zendesk Support Suite as it has all the tools in one place to manage tickets (support requests) from incoming customers or internal personnel to also being able to reach out internally to other teams so is their help is needed on a request. It also links/connects with Jira so any related tickets can be easily viewed with a click. The ticket urgency and SLA are also well-organized so it can be sorted by priority of customers and issues.
What do you dislike about the product?
There aren't much real downsides. The only issue is when a particular team does not have access to ZD.
What problems is the product solving and how is that benefiting you?
It is solving the management of customer support and service, and it is a benefit as it is all organized very well in one place, where multiple teams can view specific customer issues and requests.
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Zendesk makes ticketing much simplier
What do you like best about the product?
What I like best about the Zendesk Support Suite is its comprehensive and flexible approach to customer support. The platform integrates a variety of support channels—email, chat, social media, phone, and even messaging apps—into one centralized hub, making it easy to manage all customer interactions in a single place.
What do you dislike about the product?
While Zendesk Support Suite offers a powerful and comprehensive set of features, there are a few drawbacks that users sometimes encounter. One common issue is the pricing complexity—Zendesk can be expensive, especially for growing businesses, as many advanced features are locked behind higher-tier plans, making it difficult for smaller teams on a budget to fully justify the cost.
What problems is the product solving and how is that benefiting you?
The Zendesk Support Suite is solving several key problems related to managing customer support at scale. One of the main issues it addresses is the fragmentation of customer communication channels. With Zendesk, all interactions whether they come via email, chat, social media, or phone are centralized in one platform.
Zendesk User Review
What do you like best about the product?
Zendesk allow us to manage user concern in real time via email and chat. There is also Macro that you can create to automatically fill out the fields.
What do you dislike about the product?
There is no auto refresh on your ticket bucket, you need to manually press the refresh button on the View side panel.
What problems is the product solving and how is that benefiting you?
Teams can work together more effectively within the shared ticket. Tracks metrics to improve service delivery. Zendesk help us do our jobs better that leads to greater job satisfaction.
All in One tool to support our clients in different channels
What do you like best about the product?
We use Zendesk to assist our clients through phone, chats and email. It is like an all in one tool to provide support. It is easy to manage customer inquiries in one place and very user-friendly. I can organize my tasks, making support more efficient and seamless for my clients
What do you dislike about the product?
I haven;'t explore the other feature of it as of yet. It seems like there are lots of things that I have to learn since this tool is like a one-stop shop. Personally, I would like to set up auto-refresh so I don't have to manually refresh my tickets, but I can't find it.
What problems is the product solving and how is that benefiting you?
This tool helps us organize the tickets, manage SLA and provide better tracking. I can manage multiple customers request and respond in a timely manner. Because of Zendesk, our efficiency and customer satisfaction improves a lot.
Love Zendesk Support Suite very well-equipped
What do you like best about the product?
User-friendly can easily be understood by even a non-technical person
What do you dislike about the product?
Nothing to dislike about Zendesk because we are using it highly recommend to the next company I apply
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is already solved our problem especially our industry is a BPO company we need a ticketing tool or platform to communicate and address the issues of our end users or agent
Zendesk Features
What do you like best about the product?
For me, what I like in Zendesk is easy to understand how to operate this. Also, the best thing is, you can access the Zendesk in any device and anywhere.
What do you dislike about the product?
For me, one I dislike in Zendesk is some ticket cannot find even we tried to search. Also don't have guidelines for newbie user.
What problems is the product solving and how is that benefiting you?
For me, Zendesk is helping me to find the all ticket that what I needed and can apply the filtering. Also Zendesk have a macro so we can able to bulk the ticket easily
Manage ticketing
What do you like best about the product?
It includes automation capabilities (like triggers and macros) and AI-driven tools (like Answer Bot) to improve efficiency and reduce agent workload.
What do you dislike about the product?
Zendesk can become expensive, especially as you scale up or add premium features. Some small businesses or startups may find it hard to justify the cost compared to alternatives.
What problems is the product solving and how is that benefiting you?
Zendesk consolidates all channels into a single platform, allowing agents to view and respond to queries from one place. This ensures no messages slip through the cracks and improves response times.
Ticketing tool review
What do you like best about the product?
What I like the most about Zendesk are the macros and views that can utilize our workaround.
What do you dislike about the product?
What I dislike is there are no options to duplicate the ticket and no features for dependency tickets to make it a child ticket.
What problems is the product solving and how is that benefiting you?
As an IT ServiceDesk, Zendesk is the primary tool I use to deliver first-level support on our end users with their IT related concerns. The benefit of it to me is I can manage the SLA of every single ticket because there is an indication where you can see if the SLA is running or paused.
Ease of End User Support with Zendesk Support Suite
What do you like best about the product?
As an IT Desktop Support Engineer, It is easy to use and navigate the Zendesk Support Suite especially on how to manage tickets. It saving me valuable time using the bulk ticket update features and customizable macros for repetitive task.
What do you dislike about the product?
For me, I don't like about Zendesk Support Suite, It does not have a automatic page refresher function, it's challenging for me to monitor the incoming and open tickets on our bucket especially as an IT Desktop Support Engineer.
What problems is the product solving and how is that benefiting you?
For me as Level 2 Support, It's time-saving, with the use of customizable macros and bulk ticket updates, I can manage the ticket efficiently while ensuring the SLAs and avoiding ticket breaches.
Zendesk Ticketing
What do you like best about the product?
Zendesk Support Suite is ticket tool managing customer support. Zendesk has a clean and intuitive interface that makes it easy for agents to navigate through customer tickets, collaborate with team members, and find relevant information quickly.
What do you dislike about the product?
As an It Service Desk used this tool experience delays in loading tickets or in navigating the interface when there's a high volume of incoming requests.
What problems is the product solving and how is that benefiting you?
Slow Response Times and Inefficient Ticket Routing but there have solution for this such as Zendesk's automation tools—such as triggers, macros, and smart queues
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