Zendesk Suite
ZendeskExternal reviews
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Support made simple with Zendesk Support Suite
What do you like best about the product?
Best part is that you can get email, chat, phone, social messaging, and more into one workspace.
Don’t have to switch between tools, and customers get consistent experiences across all channels.
Don’t have to switch between tools, and customers get consistent experiences across all channels.
What do you dislike about the product?
Some customization options are restricted or require add-ons and key features often require paid integrations.
What problems is the product solving and how is that benefiting you?
Consolidates emails, chats, calls, and social messages into one unified platform.
Automates workflows, reducing agent workload and errors.
Offers analytics and dashboards to track performance and improve operations.
Spend less time on repetitive tasks and more on resolving issues.
Automates workflows, reducing agent workload and errors.
Offers analytics and dashboards to track performance and improve operations.
Spend less time on repetitive tasks and more on resolving issues.
A Strong Support Tool That Takes Time to Learn
What do you like best about the product?
The dashboard is easy to use and understand, so both new and experienced team members can quickly learn how to use it. The design helps you keep track of customer inquiries and manage several conversations at once without getting stressed out.
What do you dislike about the product?
When you first start using Zendesk, it can feel a bit overwhelming because there are so many features. If your team is new to customer support software or moving from a simpler system, it might take a little while to get the hang of everything and use all the tools effectively.
What problems is the product solving and how is that benefiting you?
One of the best things about Zendesk is that it brings all customer inquiries into one place. Whether customers contact you by email, chat, social media, or phone, everything is collected in one spot. This makes it easier to manage requests and makes sure no customer inquiry gets missed.
Zendesk is very popular and good CRM for chat email and calling.
What do you like best about the product?
I loved the features of Zendesk like play button in emailing CRM
What do you dislike about the product?
Zendesk is a little bit difficult for beginners
What problems is the product solving and how is that benefiting you?
I was working in a office and using they were using outlook but afterwards they have start using zendesk and its best features saved so much time.
Good user interface
What do you like best about the product?
User interface is friendly and easy to access. Will recommend to friends
What do you dislike about the product?
Didn't get such points yet, everything looks fine
What problems is the product solving and how is that benefiting you?
Zendesk is solving customer service management challanges
Zendesk - best ticketing tool for SaaS environment
What do you like best about the product?
Zendesk itself, which we use the most for ticketing. I have been working in Zendesk for the past 8 years, across 2 organisations. I joined the second org and replaced a ticketing tool with Zendesk. Best thing is the UI and the rules we set to work.
What do you dislike about the product?
If you would ask me about something I don't like would be reports. I had a hard time working on customer reports, the views are there but still a custom report is a major missing
What problems is the product solving and how is that benefiting you?
Handling the mail tickets and automations, It dosen't have any funky UI/UX like other tools in the market, its a standard one anyone can understand and work with.
Efficient, Scalable, and User-Friendly Customer Support Platform
What do you like best about the product?
Zendesk Support Suite offers an intuitive and clean interface that makes managing customer queries seamless across email, chat, and social channels. The ticketing system is robust, with automation and triggers that reduce manual work significantly. The integration capabilities with CRM tools, Slack, and other platforms make it easy to embed into existing workflows. Reporting and analytics are detailed, helping teams track performance and identify trends quickly.
What do you dislike about the product?
The pricing can be a bit high for small businesses, especially when scaling to more agents. The customization options for the help center are somewhat limited unless you have coding skills. At times, the reporting dashboard can feel slow when generating complex data sets.
What problems is the product solving and how is that benefiting you?
It centralizes all customer communications into one platform, reducing response times and improving collaboration among support agents. Automation features help route tickets to the right team instantly, while macros and knowledge base integration speed up resolutions. This has led to a noticeable improvement in our CSAT scores and overall customer satisfaction.
Zendesk Support Suite A Powerful Tool with Room for Improvement
What do you like best about the product?
Features like internal notes and team collaboration options help support teams work more effectively together
What do you dislike about the product?
Nothing all is perfect and everything is great and lovely :)
What problems is the product solving and how is that benefiting you?
Customization options allow businesses to create a consistent brand experience across all support channels. This consistency helps build trust and enhances customer relationships.
Zendesk Support Suite is a comprehensive customer service platform
What do you like best about the product?
Custom Views & SLAs
You can set custom ticket views, triggers, and SLA policies based on priority or issue type.
Excellent for managing response/resolution times.
Knowledge Base Integration (Guide)
Seamless link to a self-service help center, reducing ticket volume.
Articles can be suggested automatically within tickets or chats.
Collaboration Tools (Side Conversations, Light Agents)
Easy to involve other departments or escalate issues internally without losing ticket context.
Reporting & Analytics (Explore)
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
You can set custom ticket views, triggers, and SLA policies based on priority or issue type.
Excellent for managing response/resolution times.
Knowledge Base Integration (Guide)
Seamless link to a self-service help center, reducing ticket volume.
Articles can be suggested automatically within tickets or chats.
Collaboration Tools (Side Conversations, Light Agents)
Easy to involve other departments or escalate issues internally without losing ticket context.
Reporting & Analytics (Explore)
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
What do you dislike about the product?
While powerful, some workflows require workarounds or coding via Zendesk API for full flexibility.
UI customization is limited unless using custom themes or third-party integrations.
UI customization is limited unless using custom themes or third-party integrations.
What problems is the product solving and how is that benefiting you?
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
Custom reporting possible with some learning curve.
A Reliable, All-In-One Solution for Customer Support
What do you like best about the product?
Unified platform, automation and macros, user friendly interface
What do you dislike about the product?
Customization limits, learning curve for admin setup
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us consolidate all our customer communications—email, chat, social media into one platform so nothing gets missed
Zendesk
What do you like best about the product?
Interaction and how to access phone and chat communication as emailing to customer is awesome
What do you dislike about the product?
Needs more integrations options in order to have a smoother working process with other apps
What problems is the product solving and how is that benefiting you?
Interactions and communication with customers which impacts to have a better customer service experience given to customers
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