Zendesk Suite
ZendeskReviews from AWS customer
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Good Product, just wasnt in our price range
What do you like best about the product?
Its a great product for medium and large businesses, however smaller businesses it may fall outside of the price range for startups. Love all its features and its ease of use however and well definitely be back in the future.
What do you dislike about the product?
I do wish their was a better Small/Startup business solution that was priced accordingly. Most features worked great.
What problems is the product solving and how is that benefiting you?
Its a great ticketing system that tied into M365 well, and reported great.
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.
Zendesk, The answer to any problem you may find.
What do you like best about the product?
The customer and technical support lines are excellent at helping new customers.
What do you dislike about the product?
The Zendesk App does not allow the answering of calls.
What problems is the product solving and how is that benefiting you?
The ability to be able to text your issue in vs calling.
Our Experience With Zendesk
What do you like best about the product?
We enjoy the agent view as well as the admin center, the reporting is advanced and can be set up to cover all KPIS.
What do you dislike about the product?
The only call out for things that can be improved on is the method in which you can import data into Zendesk, it requires a 3rd party service or hours developing & learning the Zendesk API to get excising ticket data into the system.
What problems is the product solving and how is that benefiting you?
Zendesk is managing and automatically assigning all of our help desk tickets, this is benefiting our team by taking the work out of manually creating tickets.
The platform complete with possibility of service onminchannel that facilitates the process of CX/CS
What do you like best about the product?
More possibility of integrations that enable the service in onmichannel and the ease form of acess.
What do you dislike about the product?
I think that the time of actualization the explore in some reports the are very extensive
What problems is the product solving and how is that benefiting you?
The agent IA facility the conversation initial with the customer, reducing the flow for the service agent.
Therefore, the team don't necessary be big.
Therefore, the team don't necessary be big.
A reliable and scalable customer support solution
What do you like best about the product?
Zendesk Support Suite makes it easy to streamline customer interactions across multiple channels.
I like how seamless the omnichannel experience is, with email, chat, and social all integrated in one place. The interface is intuitive, making it simple for new agents to get started quickly. Reporting and analytics also provide valuable insights into ticket trends and agent performance.
I like how seamless the omnichannel experience is, with email, chat, and social all integrated in one place. The interface is intuitive, making it simple for new agents to get started quickly. Reporting and analytics also provide valuable insights into ticket trends and agent performance.
What do you dislike about the product?
The pricing structure can become expensive as the team grows, especially when adding advanced features. Customization sometimes requires extra effort or third-party apps, which could have been native capabilities.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us manage customer interactions more efficiently by consolidating multiple channels like email, chat, and social media into one platform. This reduces the chances of missing customer queries and ensures faster, more consistent responses. Automations and workflows cut down manual effort, while the integrated knowledge base reduces repetitive tickets by enabling customer self-service. Overall, it improves customer satisfaction, streamlines internal collaboration, and saves significant time for the support 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.
A Powerful and Scalable Solution, But Be Prepared for the Cost
What do you like best about the product?
What I like best about Zendesk Support Suite is its comprehensive and unified approach to customer support. The platform excels at bringing all customer interactions—whether they're from email, live chat, social media, or phone calls—into a single, cohesive agent workspace. This omnichannel capability is a huge advantage for my team, as it eliminates the need to jump between different tools and allows us to have a complete view of a customer's history in one place.
What do you dislike about the product?
while the platform is very powerful, it can feel overwhelming at times. The steep learning curve for new users can be a challenge
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the problem of fragmented and inefficient customer support. It brings all customer conversations—from email, chat, social media, and phone—into a single, unified platform.
This benefits me by:
* **Improving efficiency:** My team can manage all requests from one place, eliminating the need to switch between different tools and saving time.
* **Enhancing customer experience:** Having a complete history of every customer interaction in a single view allows my team to provide faster, more personalized, and effective support.
* **Providing valuable insights:** The built-in reporting and analytics give me a clear picture of team performance and customer trends, helping me make data-driven decisions to improve service quality.
* **Empowering customers:** The self-service knowledge base reduces our ticket volume by allowing customers to find answers on their own.
This benefits me by:
* **Improving efficiency:** My team can manage all requests from one place, eliminating the need to switch between different tools and saving time.
* **Enhancing customer experience:** Having a complete history of every customer interaction in a single view allows my team to provide faster, more personalized, and effective support.
* **Providing valuable insights:** The built-in reporting and analytics give me a clear picture of team performance and customer trends, helping me make data-driven decisions to improve service quality.
* **Empowering customers:** The self-service knowledge base reduces our ticket volume by allowing customers to find answers on their own.
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