Zendesk Suite
ZendeskReviews from AWS customer
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Best tool for my role
What do you like best about the product?
Zendesk Support Suite consolidates all customer messages-email, chat, and social media-into a single ticketing system, making our workflow much smoother. The intuitive dashboard is easy to navigate, even for new team members. Automation tools help us respond quickly and consistently, while built-in analytics give clear insights into team performance and support volume. It's efficient, reliable, and keeps our customer interactions organized.
What do you dislike about the product?
To be precise , I haven't got to know the tool 100% . I usage is limited to my role and for that I don't think I have some to share for this question.
What problems is the product solving and how is that benefiting you?
To be precise as said earlier it consolidates the multiple conversations into single platform easy to monitor , respond, track & for followup.
Customer support ticketing, live chat, self-service knowledge base, chatbot, reporting & analytics.
What do you like best about the product?
Unified ticketing across email, chat, social
✅ Easy to integrate with CRMs like HubSpot
✅ Clean agent interface
✅ Powerful automation and triggers
✅ Useful help center and community forum
✅ Easy to integrate with CRMs like HubSpot
✅ Clean agent interface
✅ Powerful automation and triggers
✅ Useful help center and community forum
What do you dislike about the product?
Reporting and dashboards need customization
Some latency in chatbot response
Some latency in chatbot response
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all our customer support interactions — from email, chat, social media, and even calls — into one unified platform. This solves the issue of scattered communication and ensures no customer query is missed.
Zendesk Performance and Uses
What do you like best about the product?
It's very user friendly and easy to use the dashboard
What do you dislike about the product?
Some options on the zendesk are little confusing and unable to understand it's work easily
What problems is the product solving and how is that benefiting you?
In my organization it's was used for the customers escalations handling and tickets handling. It reports dashboard is awesome with that we cand work on most of tickets and escalations points easily
Streamlined Customer Support with Great Integration Options
What do you like best about the product?
Zendesk offers an intuitive dashboard that helps streamline ticket management across email, chat, and social channels. I especially like the automation tools and the ability to integrate with CRMs, Slack, and other platforms, which makes workflow smooth and efficient. The knowledge base and self-service features are a huge plus for reducing repeat queries.
What do you dislike about the product?
The pricing can feel a bit high for small teams or startups. Also, the reporting tools, while useful, could be more customizable. Occasionally, there’s a slight delay in syncing across channels, which affects response time, this what I personally feel.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralize all customer interactions—from email, chat, and social media—into one unified workspace. This eliminates the confusion of switching between platforms and ensures no query is missed. It has improved our team’s response time, reduced customer complaints, and allowed us to offer 24/7 support using automated replies and a helpful knowledge base. The result is a smoother workflow, happier customers, and better team collaboration
Zendesk Support Suite: A Powerful Help Desk with a Premium Price Tag
What do you like best about the product?
What I like best about Zendesk Support Suite is its ability to unify customer interactions across multiple channels—email, chat, phone, social media, and more—into a single, streamlined interface. This omnichannel approach makes it incredibly efficient for support teams to manage conversations without juggling different tools. Its automation capabilities, powered by AI, are another standout feature, helping agents save time through smart ticket routing, canned responses, and workflow triggers. The platform also offers robust analytics and customizable dashboards, which provide valuable insights into team performance and customer satisfaction. Additionally, Zendesk’s extensive integration library and open API make it highly adaptable to various business needs, while its mobile-friendly design ensures agents can stay productive on the go. Overall, it’s a comprehensive and scalable solution for businesses aiming to deliver top-tier customer support.
What do you dislike about the product?
What I dislike about Zendesk Support Suite is its relatively high cost, which can be a barrier for small businesses or startups. Many of its most valuable features—like advanced reporting, custom dashboards, and deeper integrations—are locked behind higher-tier plans, making the entry-level options feel limited. Additionally, the quality of Zendesk’s own customer support has been criticized by users, with reports of slow response times and generic replies that don’t always resolve issues effectively. The platform also has a steep learning curve, especially when setting up complex workflows or navigating its extensive customization options. Some users find the ticketing system lacks flexibility in organizing and tracking customer interactions, and occasional performance issues or downtime during peak hours can further disrupt operations. These drawbacks make Zendesk less appealing for teams seeking a more affordable, hands-on, and intuitive support solution.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is designed to solve several key challenges in customer service and support operations. One of the main problems it addresses is the fragmentation of communication channels—by unifying email, chat, phone, and social media into a single platform, it helps teams manage customer interactions more efficiently. It also tackles slow response times and inconsistent service quality through automation tools like ticket routing, macros, and AI-powered suggestions, which streamline workflows and reduce manual effort. Additionally, Zendesk improves visibility and decision-making with advanced analytics and reporting features, allowing managers to monitor performance and customer satisfaction in real time. For businesses, this translates into faster issue resolution, improved customer experiences, and more scalable support operations—all of which contribute to higher retention and operational efficiency.
Good to have Support Tool
What do you like best about the product?
Zendesk's support suite is one of the best in the market, and I, as a user, was using its Email and Chat support, both of which had a good flow. The platform is self-explanatory and easy to use, making it easy to learn about by simply viewing its interface.
What do you dislike about the product?
Sometimes the tool used to lag a bit, but moreover it's a good tool
What problems is the product solving and how is that benefiting you?
Zendesk is solving a manual way of support via automation, it eases the efforts, it has a knowledge base which helps as a self-support to clients.
Zendesk
What do you like best about the product?
Zendesk Support Suite makes it easy to manage customer conversations across email, chat, phone, and social channels—all in one place.
What do you dislike about the product?
Zendesk Support Suite can feel complex to set up, expensive for small teams, and sometimes slow in response handling.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve customer support challenges by streamlining ticket management, enabling faster response times, and providing multichannel support (email, chat, social, etc.). This improves customer satisfaction and makes it easier for support teams to work efficiently.
Streamlined Support Experience with Great Automation
What do you like best about the product?
Zendesk Support Suite offers a very intuitive and user-friendly interface that makes it easy to manage and track customer tickets across multiple channels. The automation tools and trigger-based workflows save a lot of manual effort, improving both efficiency and response times. Integration with email, chat, and social media is seamless, which helps in maintaining a unified customer experience.
What do you dislike about the product?
The reporting and analytics features could be more customizable and detailed. Sometimes the dashboards lack flexibility for specific insights. Also, pricing can be a bit steep for small businesses, especially when scaling up with additional features or agents.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us centralize all customer interactions across email, chat, and social media in one place, which greatly improves response times and agent productivity. It has streamlined our ticket management process and ensures nothing falls through the cracks. This has led to improved customer satisfaction, better SLA compliance, and more efficient support team operations.
A Versatile Platform for Customer Support- Best for Customization and Multichannel Support
What do you like best about the product?
After implementing Zendesk for a high-growth D2C business, I can say its flexibility has been a huge plus. Connecting Zendesk with our CRM, e-commerce tools, and messaging platforms ensures our agents rarely have to switch tabs, everything they need is right inside their ticket view.
The onboarding process for new team members has always gone smoothly. The UI is clean, intuitive, and logical, so training is quick and most agents feel comfortable handling tickets after minimal instruction. Setting up essential workflows, such as language queues, escalations, and automations is straightforward, and the documentation provides clear, actionable examples for common scenarios.
Zendesk’s omnichannel capabilities are a highlight: tickets from web, email, chat apps, and even social media all arrive in a single queue, keeping things organized and improving our response times. The automation engine is powerful for reducing repetitive work, letting us focus on complex tickets.
Their customer support is generally helpful, too. Most routine queries are addressed via their documentation or user forums, but when we’ve reached out for help on trickier issues, the quality of assistance has been solid — though occasionally response times could be improved during busier periods.
The onboarding process for new team members has always gone smoothly. The UI is clean, intuitive, and logical, so training is quick and most agents feel comfortable handling tickets after minimal instruction. Setting up essential workflows, such as language queues, escalations, and automations is straightforward, and the documentation provides clear, actionable examples for common scenarios.
Zendesk’s omnichannel capabilities are a highlight: tickets from web, email, chat apps, and even social media all arrive in a single queue, keeping things organized and improving our response times. The automation engine is powerful for reducing repetitive work, letting us focus on complex tickets.
Their customer support is generally helpful, too. Most routine queries are addressed via their documentation or user forums, but when we’ve reached out for help on trickier issues, the quality of assistance has been solid — though occasionally response times could be improved during busier periods.
What do you dislike about the product?
Reporting and analytics are definite weak spots. Zendesk Explore covers basic insights, but breaking data down by custom fields, like channel or resolution type, feels cumbersome. As a result, we’ve had to push data to spreadsheets or outside tools for more detailed analysis.
Bulk ticket management remains unintuitive. Mass assignments or edits can take more steps than necessary, wasting valuable team time. The mobile app, while useful for quick replies or status checks, lacks the features needed for comprehensive ticket management on the go.
As for permissions, managing nuanced access for different roles becomes tricky as the team expands. Occasionally, this leads to administrative hassle and user confusion.
While implementation for the basics is easy. We had the essentials up and running within days. Deeper customization and integrations (like connecting advanced workflows or APIs) do require some administrative time and planning. Fortunately, Zendesk’s documentation and community resources help smooth out most bumps in the process
Bulk ticket management remains unintuitive. Mass assignments or edits can take more steps than necessary, wasting valuable team time. The mobile app, while useful for quick replies or status checks, lacks the features needed for comprehensive ticket management on the go.
As for permissions, managing nuanced access for different roles becomes tricky as the team expands. Occasionally, this leads to administrative hassle and user confusion.
While implementation for the basics is easy. We had the essentials up and running within days. Deeper customization and integrations (like connecting advanced workflows or APIs) do require some administrative time and planning. Fortunately, Zendesk’s documentation and community resources help smooth out most bumps in the process
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has made a real difference in how we handle customer service as a team. Before switching, we struggled to keep up with emails, chats, and messages spread across different platforms—lots of things would slip through the cracks, and our agents were always scrambling. Now, Zendesk pulls everything into one place, so nothing gets lost and we can answer customers more quickly, no matter how they contact us.
Automations have been a massive help. Instead of manually routing tickets or performing mindless status updates, we let Zendesk handle it. That frees up our team to actually focus on helping people, not just shuffling tickets. It’s especially noticeable during big sales or campaign launches—Zendesk keeps up even when ticket volumes spike, so our quality of support stays high and agents don’t feel overwhelmed.
We also appreciate how straightforward it is to train new hires. The interface is clear, and most people pick it up after a short walkthrough. Collaboration is better too; agents can seamlessly pass notes or tag in others on tricky tickets, which leads to faster resolutions and sharing of best practices.
Another big plus is how Zendesk connects with our other business tools. All the customer data our agents need : orders, past conversations, account details is right there in the ticket. This means we can give more helpful, informed answers and customers don’t have to repeat themselves.
All these improvements have really tightened up our support operations, improved team efficiency, and ultimately made for a much smoother customer experience as we’ve grown.
Automations have been a massive help. Instead of manually routing tickets or performing mindless status updates, we let Zendesk handle it. That frees up our team to actually focus on helping people, not just shuffling tickets. It’s especially noticeable during big sales or campaign launches—Zendesk keeps up even when ticket volumes spike, so our quality of support stays high and agents don’t feel overwhelmed.
We also appreciate how straightforward it is to train new hires. The interface is clear, and most people pick it up after a short walkthrough. Collaboration is better too; agents can seamlessly pass notes or tag in others on tricky tickets, which leads to faster resolutions and sharing of best practices.
Another big plus is how Zendesk connects with our other business tools. All the customer data our agents need : orders, past conversations, account details is right there in the ticket. This means we can give more helpful, informed answers and customers don’t have to repeat themselves.
All these improvements have really tightened up our support operations, improved team efficiency, and ultimately made for a much smoother customer experience as we’ve grown.
Zendesk Review – Solid Support Platform with Room for Flexibility
What do you like best about the product?
it's been a reliable, well-structured solution for managing customer support and ticketing across teams. What stands out the most is how thoughtfully it handles scale, the workflows, macros, automations, and analytics features are strong and help keep our support operations efficient.
What do you dislike about the product?
Limited flexibility without dev effort
Reporting has a learning curve
Occasional pricing surprises when scaling up features
Reporting has a learning curve
Occasional pricing surprises when scaling up features
What problems is the product solving and how is that benefiting you?
Faster resolution times
Lower agent fatigue
Happier customers
And a much more organized support ops workflow
Lower agent fatigue
Happier customers
And a much more organized support ops workflow
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