Zendesk Suite
ZendeskReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
6,490 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk as a CRM
What do you like best about the product?
What I really like about Zendesk Support Suite is how everything feels connected and seamless. Whether it’s managing emails, chats, calls, or tickets everything comes together in one place, which makes it so much easier to stay organized and respond quickly. The interface is clean and user-friendly, and features like macros, triggers, and automations really help save time on repetitive tasks. It feels like it’s built to actually support both the customer and the agent experience.
What do you dislike about the product?
One thing I find a bit frustrating is that it can sometimes feel a little slow or clunky, especially when handling a high volume of tickets. Also, while the automation features are powerful, they can be tricky to set up without some trial and error, especially for someone who’s not very technical. A bit more flexibility or guidance in customization would really help. But overall, it’s still a solid tool.
What problems is the product solving and how is that benefiting you?
I was working for Logitech earlier and used it.
Simple and Easy to use
What do you like best about the product?
The simplicity of the platform is what makes it stand out amongst other CRM platforms
What do you dislike about the product?
Customization may be a little complex for users
What problems is the product solving and how is that benefiting you?
Zendesk helps us reach bridge the gap between customer and support teams.
User-friendly, simplifies the ticketing and communication process.
What do you like best about the product?
Aside from Zendesk ticketing system is easy to navigate, it also has side conversation which made the communication much easier especially if there are confidential details that needs to be discussed with the internal team.
What do you dislike about the product?
Page is not refreshing real-time if there is a new ticket or open tickets. You have to refresh the page first to know if there are new or open tickets.
What problems is the product solving and how is that benefiting you?
Resolving resolution is easier with Zendesk because all the interaction related to a concern can be discussed, communicate, put notes, etc. all at the same place.
Best Ticketing Software
What do you like best about the product?
Easy to use, implementation is great, customer support is impeccable. I use this software everyday with no problems.
What do you dislike about the product?
Some of the number of features is not available and integration sometimes runs into trouble.
What problems is the product solving and how is that benefiting you?
Clients can reach out easily through tickets and our team can sync to help customers and point them to the right department.
User-Friendly and Efficient Support Suite
What do you like best about the product?
One of the things I like best about Zendesk Support Suite is how intuitive and easy it is to use, even for new team members. The interface is clean and well-organized, which makes it simple to manage multiple conversations across channels like email, chat, and social media all in one place. The ticketing system is especially powerful—it helps us stay on top of customer requests, assign them efficiently, and track their progress without anything slipping through the cracks.
I also appreciate the automation features and macros, which save us a lot of time when handling repetitive tasks or responding to common queries. Plus, the reporting and analytics tools give us valuable insights into our performance, helping us improve our response times and overall customer satisfaction.
I also appreciate the automation features and macros, which save us a lot of time when handling repetitive tasks or responding to common queries. Plus, the reporting and analytics tools give us valuable insights into our performance, helping us improve our response times and overall customer satisfaction.
What do you dislike about the product?
While Zendesk Support Suite is a robust and reliable platform, there are a few areas that could be improved. At times, the admin settings can feel a bit complex or unintuitive, especially when setting up advanced workflows or automation rules—it takes some time to fully understand and configure them correctly.
Additionally, the reporting dashboards, while useful, could offer more customization options without needing to upgrade or use external tools like Explore. Occasionally, we've also experienced minor delays or syncing issues when handling high volumes of tickets across multiple channels.
That said, most of these challenges are manageable, and Zendesk regularly updates the platform, so we’re hopeful these areas will continue to improve over time.
Additionally, the reporting dashboards, while useful, could offer more customization options without needing to upgrade or use external tools like Explore. Occasionally, we've also experienced minor delays or syncing issues when handling high volumes of tickets across multiple channels.
That said, most of these challenges are manageable, and Zendesk regularly updates the platform, so we’re hopeful these areas will continue to improve over time.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer communications across multiple channels—like email, live chat, and social media—into a single, unified workspace. This solves the problem of scattered conversations and missed messages, allowing us to respond faster and more consistently.
It also helps streamline ticket management through features like automation, triggers, and macros, which reduces manual effort and ensures tickets are routed to the right teams efficiently. This has significantly improved our response times and overall team productivity.
Additionally, having access to built-in reporting and customer history gives us better visibility into ongoing issues and trends, helping us identify areas for improvement and deliver a more personalized support experience. Overall, it allows us to provide faster, more organized, and higher-quality support to our customers.
It also helps streamline ticket management through features like automation, triggers, and macros, which reduces manual effort and ensures tickets are routed to the right teams efficiently. This has significantly improved our response times and overall team productivity.
Additionally, having access to built-in reporting and customer history gives us better visibility into ongoing issues and trends, helping us identify areas for improvement and deliver a more personalized support experience. Overall, it allows us to provide faster, more organized, and higher-quality support to our customers.
Honest Review As a Zendesk Developer & User
What do you like best about the product?
Zendesk has a good Omni channel support. let it be Phone, Email, Web. Its easy to for agents to handle tickets. Analytics and Workflow automation is really good.
Implementation is quite easy.
Implementation is quite easy.
What do you dislike about the product?
Performance is something that needs some improvement and Pricing can be little low.
Needs more AI features. Zendesk is doing a great job with third part integrations but i feel it can still be improved, some apps are buggy,
Needs more AI features. Zendesk is doing a great job with third part integrations but i feel it can still be improved, some apps are buggy,
What problems is the product solving and how is that benefiting you?
It helps us track, support and solve customer issues at ease.
Streamlined Multichannel Support, Needs Mobile App Improvement
What do you like best about the product?
I appreciate Zendesk Support Suite's ability to centralize customer communications from various channels into a single platform, which streamlines our operations. The macros and triggers are incredibly useful for automating repetitive tasks, improving efficiency and consistency. Slack and Salesforce integrations significantly enhance our internal communications and customer support. I value the ease of use, AWS ticket management system, and omnichannel support, alongside automation and workflow tools that boost our productivity.
What do you dislike about the product?
I find the mobile application experience a bit limited, especially for agents who work on the go. It's crucial for the app to have reliable and timely push notifications, yet I experience them arriving late or not at all. This is concerning for time-sensitive tickets or service level agreement-bound issues, where real-time alerts are critical.
What problems is the product solving and how is that benefiting you?
I use Zendesk to centralize customer communications across multiple channels, automate tasks, and set service level agreements, improving efficiency and response times while maintaining consistency.
Customer Service Enabler
What do you like best about the product?
It is most easy to use and lets me efficiently handle tickets
What do you dislike about the product?
In my opinion, i think there are no downsides to Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
Zendesk efficiently helps me to handle tickets, it helps me create and manage workflows all in all creating a personalized experience.
One of the best CRMs I've experienced
What do you like best about the product?
Zendesk is intuitive. Even an employee who is fresh to the workforce, would have no problems grasping the basics of Zendesk. The extensive features are incredible, makes organizing your workload and tickets so easy.
What do you dislike about the product?
Can't think of major downsides. Probably just pricing.
What problems is the product solving and how is that benefiting you?
Managing and merging tickets, makes it streamlined when a customer has multiple email threads. Also utilizing the knowledge base.
Reliable and Scalable
What do you like best about the product?
Zendesk Support Suite offers a clean and intuitive interface that makes it easy for both agents and admins to navigate. One of the biggest advantages is its multi-channel support, allowing us to manage emails, chats, and calls from one unified platform. The automation features, such as triggers and macros, help streamline repetitive workflows and boost efficiency. Reporting via Explore provides strong visibility into team performance, customer satisfaction, and ticket trends. Integration with other tools like slack is smooth, and customization options make it adaptable to various business needs.
What do you dislike about the product?
While Zendesk is generally user-friendly, some advanced reporting features in Explore can be difficult to configure without prior training. The platform also lacks more flexible options for SLA tracking across custom workflows, and the cost can become a concern as your team scales or as you need to add more advanced features. Additionally, some UI updates take time to roll out across all parts of the suite, which can create minor inconsistencies.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize and manage customer interactions across multiple channels (email, chat, phone) in one unified platform, which significantly reduces response times and improves operational efficiency. It enables better tracking of SLAs, agent performance, and customer satisfaction through its reporting tools.
showing 111 - 120