Zendesk Suite
ZendeskReviews from AWS customer
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Best platform for any business that needs to manage customer support tickets
What do you like best about the product?
This is incredibly easy to use. I've used Zendesk at two tech companies now and mainly used it when working on the Sale and Customer Success side of the business. It's also easy to click the "follow" button and stay in the loop of a ticket. I love that you can reply to the customer or add an internal comment to your support engineers. I also find that when a customer has an issue, it's so easy to do a quick search to see if they've submitted a ticket and follow the history of any troubleshooting. This tremendously helps improve customer support. In sales and CS I used this daily or weekly depending on how many customer tickets were coming through.
What do you dislike about the product?
At my last company if a customer submitted a ticket I was automatically receiving alerts when someone in IT responded to my customer but at my current company I was not manually included as a CSM. I'd have to ask my customer to cc me on their tickets which isn't the best customer experience.
What problems is the product solving and how is that benefiting you?
The biggest benefit that Zendesk solves for us is the ability to identify risk early. For customers submitting a lot of tickets we prioritize them to prevent churn and also looking at the ARR. For customers with low usage and no tickets submitted we also flag them as at risk and can nurture them accordingly. It's a great platform for helping improve internal issues (example if the site goes down or the platform) or for customers (general knowledge platform questions or troubleshooting something).
Smooth Integrations and Effortless Ticket Management
What do you like best about the product?
I really like how intuitive Zendesk Support Suite is. The implementation was straightforward, and the ticketing system is easy to use and well-organized, making it simple to track and resolve requests efficiently.
What do you dislike about the product?
Zendesk Support Suite can feel a bit plain, and if you don’t know how to use all of its features, it can seem basic compared to its full potential.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage our internal ticket list, prioritize requests, and avoid losing track of them in messages. On the customer side, it allows us to address their needs in an organized way without forgetting any requests, ensuring better follow‑up and satisfaction.
Its OK and most definitely has basic CRM functional but....
What do you like best about the product?
Simple to implement but beware to be more sophisticated and intuitive the price goes up steeply
What do you dislike about the product?
..... alas lacks the intuitive integration, style and flow of some of its competitors. It is not truly omnichannel and therefore for the price lacks essential CPaaS qualities. Sorry I feel a little mean but honesty will help you succeed in an aggressive CRM market. Requires a UX and AI upgrade.
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
What problems is the product solving and how is that benefiting you?
Cost vs. basic functionality lack of Voice/VoIP routing integration is a huge barrier
Time management
What do you like best about the product?
Its makes the work simpler and it makes the work quicker. It makes the job quicker and saves a lot of time.
What do you dislike about the product?
Interface lags at times. Interface can be made a little smoother.
What problems is the product solving and how is that benefiting you?
It saves a lot of time for me and supports easy customer handling experience.
Zendesk is a great support intake system!
What do you like best about the product?
I love how easy it is to create different views for different teams, but still be able to cross-functionally work tickets.The integration with other tools (like Jira, Zapier, Slack) make it incredibly easy to streamline workflows. My position's entire role is based in Zendesk, so I use it every day, all day.
What do you dislike about the product?
I am not sure that we have ever really needed to, but contacting their support team is a little difficult. However, their customer support knowledge articles and hub usually answers any questions we have.
What problems is the product solving and how is that benefiting you?
Zendesk Suite is our ITSM tool for all help desk tickets. We have our help desk broken down into different "teams" and "views", which allows our users to submit a ticket for a specific tool, and guarantee the subject matter experts are contacted. We submit, work, and solve tickets within ZD Suite. Historically, we had chat agents working live chats in Zendesk, which allowed our company to easily communicate with customers and resolve issues.
Smart Ticketing System
What do you like best about the product?
Zendesk is easy to use, It provides the functionality to connect with different apps such as slack and intercom. Tickets are easy to track and number modification in the ticket automation flow can be done
What do you dislike about the product?
There is nothing as of now to dislike the ZD
What problems is the product solving and how is that benefiting you?
It is providing the ticketing service and helping to track the agents work and the volume handled by them. it is to track
Zendesk is very useful tool to scan and create a meaning article on any stuff
What do you like best about the product?
Zendesk is best for both creating new documents and maintaining its permission.
What do you dislike about the product?
Zendesk support suite is good, but sometimes resolution time exceeds the SlAs
What problems is the product solving and how is that benefiting you?
Zendesk helped us both in Helpdesk task maintenance and initiating 1st level chat
Robust and Scalable Support Platform with Excellent Integration Options
What do you like best about the product?
Zendesk is incredibly user-friendly and doesn’t require much training to get started. The UI is clean, and ticket management is smooth even with high volumes. The best part is how well it integrates with other tools—Slack, CRM platforms, and productivity apps—making it easy to fit into our existing workflows. I use this tool every day. The customer support of Zendesk is great.
What do you dislike about the product?
Ease of use and quick implementation are big advantages. It’s easy to scale as your team grows, and features like automation, macros, and knowledge base management enhance team efficiency. The reporting and analytics are also detailed and customizable, which helps with performance tracking and continuous improvement.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all our customer interactions across email, chat, and social channels into one unified platform. It streamlines ticket management, reduces response time, and enables better tracking of team performance. The automation tools help eliminate repetitive tasks, improving agent efficiency. With real-time chat, we’re able to support customers instantly, which increases satisfaction and retention.
The only support platform you will need
What do you like best about the product?
I love how organized the UI is. It is easy to follow along on how to create/update tickets as well as ad in a new org, or any new macros etc.
Zendesk is also easy to integrate with other software to make a seamless experience for the end user.
Zendesk is also easy to integrate with other software to make a seamless experience for the end user.
What do you dislike about the product?
I dont really have any issues with Zendesk.
What problems is the product solving and how is that benefiting you?
It is keeping all of my technical issues in one place where I need to loop in the customer support team. I get updated any time there is an update to my customer's support ticket.
The top of omnichannel customer service
What do you like best about the product?
The ability to customize workflows and dashboards according to business needs is one of its greatest strengths. The integrated knowledge base also helps drastically reduce tickets thanks to self-service. It is a platform designed to scale robustly without sacrificing the quality of the customer experience.
What do you dislike about the product?
The cost can be challenging for small businesses, especially to access advanced features. Additionally, it takes some time to master the interface and set everything up optimally. The support in Italian is generally responsive, but it would be helpful to have more native speakers available in real-time.
What problems is the product solving and how is that benefiting you?
The flexibility in managing support across multiple channels is simply unmatched. Email, chat, social media, and phone are all perfectly integrated, allowing the team to offer a consistent and smooth experience to customers. Additionally, intelligent automations and detailed reports simplify daily work and provide valuable data to optimize performance.
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