Zendesk Reviews

“All-in-one support win”

Pros

I've found the all-in-one setup really valuable. The integrations are simple to connect and the email and phone support has been a total game changer.

Cons

The pricing is a bit of a downside and once you start setting up add-ons, the extra work can pile up and make the backend feel like a full-time job.

“Quick QRS access”

Pros

Jumping from the Live Chat area straight into the Quality Review Screen is really useful. It helps me stay on track with what I'm already working on while still giving me time to review my own performance and coach my agents based on how they're doing.

Cons

Having both email and chat conversations visible on one screen is a big plus. On top of that, I can keep a screen open the whole time that lets me check my own performance and also give feedback to my agents about how they're performing.

“Simple ticketing with room to grow”

Pros

Getting started with it is very easy and it runs quickly. It doesn't offer a huge number of functions but the ones it does have are enough to handle support ticket management well.

Cons

Its simplicity is definitely a plus but it would be better with a few more features especially reporting and integrations with other apps like Gchat or Gmail.

“Powerful tracking and analytics”

Pros

From managing projects to handling incoming inquiries, this platform covers a lot. It comes loaded with useful features and analytics and getting it up and running is fairly easy. We can manage multiple inboxes, keep an eye on SLAs and quickly pull up details from past tickets without much hassle.

Cons

There's definitely a lot of capability here but that also shows up in the price. If a company is working with a smaller budget, it can be tough to justify the cost compared to more affordable options especially when all of the extra features may not be necessary.

“Multichannel messaging”

Pros

One of my favorite parts is the messaging feature since it lets me stay connected with clients across several platforms at once social media, email and even live chat.

Cons

I don't really have any complaints at this point. I'm still just getting started with it so there's naturally a bit of a learning curve but it already feels manageable and like I'll pick it up pretty quickly.

“all-in-one workplace hub”

Pros

Having everything needed for workplace communication and external contact in one place is a big plus. If there's a tech problem, I can submit a ticket right through the system and it goes straight to IT. It's also easy to use when handling customer needs, answering calls or sending emails to keep up with company tasks and assigned work.

Cons

One downside is that it really needs a fairly powerful computer to run well. An entry-level laptop can handle it at first but the more it's used, the more it tends to lag which ends up slowing tasks down.

“Organized support in one place”

Pros

Keeping customer support organized and efficient is where this really shines. It brings tickets, messages and chat together in one place which helps with faster replies and more consistent, high-quality support.

Cons

At first, it can feel a little complicated for new users and getting around all the features takes some time to learn but once you get used to it, it turns into a really powerful support tool.

“easy request management”

Pros

Having everything in one place makes it much easier to understand incoming requests and needs from all kinds of sources. Being able to organize those requests, then assign, reassign and resolve them within a single system is far more effective than trying to manage the same work through email.

Cons

Biggest challenge right now is expanding it across multiple departments which has been confusing for both agents and admins. Setting up groups and views has also been difficult especially since there is very little guidance on how to configure them properly. Even after 6 months, we still have not gotten it to where we want it to be.

“Quick ticketing and easy login”

Pros

Being able to log in and create tickets was the part I appreciated most. The process was easy and didn't take much effort to figure out.

Cons

Honestly, I can't think of anything I liked least about this suite. I didn't run into any issues or have any complaints.

“added charges :(”

Pros

One thing I still appreciate is that it lets me contact customer service across a wide range of areas and I can also keep track of my cases through the app.

Cons

After I started using it, the app began charging for certain packages and services which discouraged me from using it as much as I used to.

“tricky backend”

Pros

Although it's not absolutely everywhere online, plenty of large companies still rely on it which says a lot. It offers a clear and efficient customer support setup and from the customer side, it's easy to use.

Cons

On the customer side it's simple enough but some parts of the backend framework can be a bit confusing for co-workers who aren't very tech-savvy.

“Daily time-waster”

Pros

After using it every day for a year, I can honestly say it has brought me nothing. It doesn't meet my needs at all and actually ends up making me lose time instead of helping.

Cons

It's not simple in the slightest. A lot of the tools don't add any real value and it's impossible to link several people to the same phone number.

“Centralized support that delivers”

Pros

Having everything in one place really helps with centralizing customer support and keeping track of conversations across multiple channels efficiently. It also makes request management feel more organized and structured.

Cons

When conversations get too long, they can be harder to go back through and review. At times, I need to summarize the key points and keep them in another place to make follow-up easier.

“Powerful integrations and reports”

Pros

One thing that really helps is how well it connects with so many different services. The visualizations, channel features and reporting are all very useful. On top of that, it also offers other automation tools that continue to support our work.

Cons

Pricing is quite different compared with the American market. Features such as Talk also can't be used in Brazil so we still need to rely on other integrations.

“proactive customer support team”

Pros

From one place, it brings customer engagement together with centralized ticketing, messaging, live chat and more. The way it handles tickets feels convenient which is something I really appreciate. Having multi-channel support in place also makes it much easier to connect with different types of clients.

Cons

The pricing keeps going up and that can be tough for small businesses to keep up with. It also takes new users quite a bit of time to fully understand how the app works and get comfortable using it.

“strong ticketing and support”

Pros

It brings all customer support solutions into one place and keeps everything well organized through a clean interface. The ticketing system is excellent especially with its strong prioritization features that make handling requests much more effective.

Cons

Feature I don't enjoy is how complex it can be especially during the initial setup. It also costs more than many competing tools which makes the pricing harder to justify.

“Well-organized and useful”

Pros

Everything is laid out in a well-organized way, it's simple to navigate and the design is visually appealing. It keeps all the information we need in one centralized place and makes it accessible for different roles across the team.

Cons

I really don't have any complaints about it. It works well for the job and I appreciate that the product keeps getting updated and improved over time.

“Flexible workflows boost productivity”

Pros

Building custom workflows, rules and alerts is really easy which helps me support customers better and stay on top of turnaround times. The personalized macros also make a big difference in agent productivity.

Cons

Managing customer users and keeping that list current can be a bit difficult. I also sometimes lose my place in the UI because the app opens a new tab for every ticket I click.

“Centralized support and strong integrations”

Pros

Having all our service channels in one customer support platform has been a big advantage especially with email, WhatsApp and Instagram DM centralized in the same place. The integration options also stand out since they make it much simpler to connect other third-party channels and expand how the platform fits into our workflow.

Cons

A lot of simple yet valuable features seem to be missing because the focus has shifted toward launching new products. Even though the community keeps sharing feedback regularly, the team appears more focused on AI-related features and hasn't done much to improve the experience of the existing products, aside from some interface updates.

“all-in-one support powerhouse”

Pros

Bringing email, chat, phone and social media together on one screen is where this software really shines. It honestly feels like the best option out there for handling everything in one place and the functionality sets the benchmark for this kind of tool.

Cons

Getting started can be a challenge because it feels a bit like learning a new programming language or figuring out a very complex Excel pivot table. The setup is hard to work through and definitely takes time.