Zendesk Reviews

“Limited bulk email functionality”

Pros

It's been helpful having support emails come into this system instead of landing in one shared inbox. Since several of us use it, having separate logins for each person works well and we can assign tasks to ourselves without confusion.

Cons

One thing that doesn't work well is the inability to send an email to multiple addresses at the same time. When we need to notify a group of customers, that limitation makes the process very time-consuming.

“Versatile integrations and channels”

Pros

What really stands out is how well it connects with other software and applications. It also works across multiple communication channels like chat, email and calls which makes it very flexible. On top of that, creating a customized chatbot is also possible and that adds a lot of value.

Cons

The part I liked least is the subscription pricing since it can feel a bit too costly for small businesses.

“advanced automations”

Pros

One thing that keeps me using ZD year after year is how much the product continues to evolve. I've been on it for a few years now and it keeps improving with more advanced automation options for customer support.

Cons

One gap I've run into is the secure email vault. I really wish that were built into the product because in my use case it would help a lot to have a document/email vault where secure information could be stored and shared.

“Powerful automation with quick support”

Pros

Working as an admin has been a really positive experience because the interface feels clear and easy to use. The training and certification modules are also very helpful. Triggers, macros and automations have been excellent tools for handling all kinds of support needs. I also appreciate the flexibility to add custom apps through the API and pull in other information without much hassle. On top of that, their customer support team has been top tier and consistently responds very quickly.

Cons

Development is moving at a very fast pace which is good in many ways but it also creates a few challenges. Products like Ultimate AI are still very new and seem to be getting updated almost every week. Because of that, there are times when the available articles are not fully up to date.

“confusing workflow”

Pros

From what I've seen, it offers great capabilities. The CRM integration is especially useful because I can view all communication with the support team directly there.

Cons

At the same time, it feels complicated and we only have a small portion of the functionality configured. When I'm tagged on a ticket, it's not very simple to jump straight to that ticket. It also feels a bit too easy to send a reply to the customer instead of posting an internal note.

“unified support hub”

Pros

Everything needed for customer support is available in one platform which makes managing it all much more convenient. The interface feels simple and easy to use, the automation and workflow tools are really capable and the reporting and analytics are excellent.

Cons

Pricing can be a bit high for smaller teams. Some of the more advanced customization options need technical know-how and new users may run into a bit of a learning curve at first.

“Flexible client communication”

Pros

Using this tool has been very convenient and it's simple to work with day to day. It supports a lot of customization and I can edit or add filters as needed. It has been our primary tool for client communication and support and it also helps us keep track of progress.

Cons

Nothing to complain about. If I had to mention one thing, it would be that adding stronger AI assistant capabilities feels necessary these days and that area could definitely be improved further.

“Handy ticketing and mobile support”

Pros

Keeping track of guest requests is much more manageable with the ticket system since it clearly shows who asked what and when. If someone emails about snorkeling conditions or a last-minute booking, I can immediately see where it stands and pass it to the right teammate. The mobile app has also been really useful when I'm out on the boats because I can still reply quickly even when I'm not online.

Cons

There's a bit of a learning curve at the beginning especially for staff members who aren't very comfortable with tech but once we set up our workflows it made everything run much more efficiently. The cost can also start to rise if you add a lot of extras although the main features are dependable.

“customer support made easy”

Pros

Right from the start, this tool has helped us manage customer interactions with impressive accuracy. The design is well thought out and even beginners can get comfortable quickly because the interface feels simple and user-friendly. It works really well for creating tickets and communicating with clients across multiple channels. One of the best parts is how efficient it makes our customer service process.

Cons

The downside is that it can get pricey especially if you want access to the full feature set. Extra customization also comes at an added cost so you may need a bigger budget for that.

“Feature-packed and worth the price”

Pros

This has been worth the money without a doubt. It's simple to use, packed with features and handles sales management really well. Customer support has also been excellent whenever needed and having access on both phone and mobile makes it even more convenient. On top of that, I've run into very few bugs or issues.

Cons

Honestly, nothing comes to mind. I've been very happy with everything it offers and it helps me run my business more efficiently and with better flow.

“smart routing that delivers”

Pros

Smart ticket routing stood out. Assignments were handled automatically based on each agent's skills and current workload which meant my team stayed on top of critical issues instead of missing them. Because of that, response times improved noticeably across all our support channels and the whole operation felt much more efficient.

Cons

User roles and permissions came across as a bit too limiting and setting up new agent groups required jumping through multiple admin panels which made the admin side more tough than it should be.

“Helpful knowledge base insights”

Pros

Setting up a public knowledge base has really helped cut down on repeated questions. It also lets me see which articles get the most views so I can tell where I'm actually adding value and where there are still gaps to fix.

Cons

When customers send separate messages through different channels, combining them into one thread doesn't always happen automatically which can make it confusing to follow resolution steps or keep a clear audit trail.

“Shared inbox boosts teamwork”

Pros

Turning emails into tickets and keeping every interaction available for the whole team to review has been incredibly valuable for maintaining strong service quality. I've used it for more than four years at different companies and it consistently helps teams respond to client requests more efficiently.

Cons

A few parts could be better, like the reply box sometimes covering part of the email and not resizing automatically. They're more personal preferences than serious issues so definitely not dealbreakers.

“Custom forms”

Pros

As a first ticketing system for our company, it's been a really strong fit. Having multiple users work as agents means support doesn't get stuck with one person or create a single point of failure for helping employees. The ticket submission forms are highly customizable and there's plenty of useful logic you can build into them. I've also really valued the status updates and the analytics around ticket response activity.

Cons

That said, the IT admin side and the process of setting up customizations are still fairly complex and they can be confusing if you're not especially tech-savvy.

“slow support responses”

Pros

I only used it a little, mainly to get help with a computer issue so it's hard for me to point to any standout positives. It may still be a really good product overall.

Cons

Getting help was frustratingly slow which feels strange considering that's what it's meant for. I had to send several requests before I finally received a response.

“Fantastic UX and exploration”

Pros

UX feels really well done. The help center and knowledge base are simple to navigate and customize and Explore is excellent overall even if the filters could be a bit more user-friendly.

Cons

Smaller teams don't get the best value when it comes to features and pricing. A few important capabilities are also still missing, like in-platform DMs and AI-generated ticket summaries.

“Strong ticketing but poor onboarding”

Pros

The ticketing side of the platform is really powerful. There are plenty of features and configuration options to work with and overall it feels like one of the better ticketing systems available.

Cons

Support team was honestly a pretty bad experience. We were on a package that was supposed to include great support and we expected something closer to white-glove service but that definitely wasn't what we received.

“Top ticket visibility”

Pros

Pretty much every company I've worked for has relied on it and for any client-facing role it really feels best in class. Tickets are very easy to view and adding internal comments is quick and convenient.

Cons

Navigation is very simple overall. One thing I'm still wondering about is whether there's a way to share a link in a guest-view format when other users don't have access to it.

“all messages in one place”

Pros

Having email, chat and social media questions together in a single view has made a big difference for our team. The macros and ticket routing have been a huge help for a small group like ours making sure customer requests stay organized and nothing gets missed.

Cons

Getting started definitely took time. The learning curve was noticeable especially when we were trying to customize the help center or set up automations. The pricing also begins to climb once you need more than the basic plan.

“Complete support control”

Pros

This IT solution feels very complete and offers a lot of possibilities. It helps manage customer support with a high level of precision.

Cons

Setting it up still feels quite complex. With so many components, it can sometimes become overly complicated and some configuration options are not very simple.