For the company I was working with that used Zendesk, they paid for the subscription. I cannot provide exact information for the duration they paid for, but it's usually the same setup as on Freshdesk. Once they pay and you're brought into the project, they add the email they created for you, add you as an agent, and give you access to Zendesk or Freshdesk so that you can promptly provide support on the tickets.
Zendesk Suite
ZendeskReviews from AWS customer
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External reviews
6,502 reviews
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Great Support Suite
What do you like best about the product?
What I like best about Zendesk Support Suite is how it unifies multiple customer communication channels—email, chat, social media, and voice—into a single, easy-to-navigate interface. This centralization makes it easier for support teams to deliver fast, consistent, and personalized responses without switching between tools. I also appreciate the automation features, such as triggers, macros, and workflows, which help improve efficiency and reduce repetitive tasks. Additionally, its robust reporting and analytics give clear insights into ticket trends, response times, and customer satisfaction, allowing data-driven improvements to the support process.
What do you dislike about the product?
No nothing to dislike, loved the application
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve the challenge of fragmented customer communication by bringing all channels—email, chat, social media, and calls—into one unified platform. This eliminates the risk of missing customer queries and ensures a consistent support experience across touchpoints. It also addresses efficiency issues through automation tools like macros, triggers, and ticket routing, which reduce response times and improve agent productivity. The reporting and analytics features give us actionable insights into performance, customer satisfaction, and common pain points, enabling us to proactively improve service quality. Overall, it streamlines support operations, increases customer satisfaction, and allows the team to focus on higher-value interactions.
An Overview Of Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite helps us to manage emails and in an efficient manner on a single platform. By using this we can also check the customer satisfaction level as well as the team performance. We can also integrate with Help Center for efficient working
What do you dislike about the product?
If the user needs to use advance tools in the Zendesk then they need to pay a high pricing which is not so good. The other thing is some of the user interface icons looks like the outdated one like of the early 2010s one and they need to be updated.
What problems is the product solving and how is that benefiting you?
It is helping to manage emails on a single platform and try to check the customer satisfaction level at the same time as well. It also helps to build team and custom reports as well.
Zendesk Support Suite – best All-in-One Support Platform
What do you like best about the product?
I'm frequenlty using this from past few months It's been a strong asset for managing customer support across multiple channels. It ease to use and integration which brings together email, live chat, voice, and social media omnichannel Support implementation.
What do you dislike about the product?
I believe all good nothing for me as of now
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us solve customer support challenges by centralizing communication improving response times and increasing team efficiency.
Zendesk is a versatile and user-friendly platform that excels at centralizing customer.
What do you like best about the product?
It masterfully unifies all customer conversations into a single, easy-to-use platform for support agents.
What do you dislike about the product?
Its powerful features come with a high price tag that climbs quickly as your team grows.
What problems is the product solving and how is that benefiting you?
It solves communication chaos by unifying all support channels, benefiting me with faster resolutions and actionable data to improve service.
Zendesk is Useful
What do you like best about the product?
Zendesk is providing ticketing , chat and help center helps to check for any issues and also its very easy to use and can be integrated with different tools like we have done with Jira and Customer support is also very good , we are using it daily
What do you dislike about the product?
Nothing so far seems to be ok , but will update in future if i see some improvement points
What problems is the product solving and how is that benefiting you?
We are integrated it with Jira and managing tickets using both tools
The All-in-One Solution We Needed
What do you like best about the product?
Zendesk Support Suite was the perfect solution for our chaotic customer service. It seamlessly combined our email, chat, and social media channels into a single, easy-to-manage ticketing system, which has been a game-changer for our team's efficiency. The ability to build a self-service Help Center has also deflected countless common questions. It's a significant investment, but the clarity and organization it provides are absolutely worth it. Highly recommended for any team looking to streamline their support.
What do you dislike about the product?
Honestly, two main things.
First, the price. It gets pretty expensive, fast, especially as your team grows. And it feels like you're constantly paying extra for add-ons that should be included.
Second, while the basics are easy, digging into the advanced reporting can be surprisingly complicated and a bit of a headache to learn.
First, the price. It gets pretty expensive, fast, especially as your team grows. And it feels like you're constantly paying extra for add-ons that should be included.
Second, while the basics are easy, digging into the advanced reporting can be surprisingly complicated and a bit of a headache to learn.
What problems is the product solving and how is that benefiting you?
Honestly, the biggest problem it solves is just pure chaos.
Before, we had customer questions coming in from email, chat, and social media, and it was a mess trying to keep track. Zendesk pulls all of that into one organized queue.
The benefit for us is simple: sanity. My team isn't losing track of conversations anymore, and we can see a customer's entire history instantly. It just lets us handle things faster and look way more professional without all the stress.
Before, we had customer questions coming in from email, chat, and social media, and it was a mess trying to keep track. Zendesk pulls all of that into one organized queue.
The benefit for us is simple: sanity. My team isn't losing track of conversations anymore, and we can see a customer's entire history instantly. It just lets us handle things faster and look way more professional without all the stress.
Boosts response times and simplifies customer communication through user-friendly setup
What is our primary use case?
What is most valuable?
I use the customizable dashboards and reporting tools sometimes, and I get to automate using make.com and Zendesk.
The benefits I have seen from using Zendesk include faster response times. As a CSM, faster response is the goal, which solves the customer's challenge in a timely manner. Zendesk offers that capability, which is beneficial.
What needs improvement?
I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.
For how long have I used the solution?
I've been using Zendesk for a period of eight months. Sometimes it depends on the project and the company I'm working with. On my own, I have to make sure that I'm proficient with almost all CRM tools. I've used Zendesk for over eight months.
What do I think about the scalability of the solution?
The scalability of Zendesk is still in the same range as Freshdesk. Both of them are on the same scale because the usability, user interface, and user experience give the same feel. That's the way 90% of the CRM tools are; they remain similar.
How are customer service and support?
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup with Zendesk is straightforward because we are already brought in when it's set up, mostly by the IT department or the department in charge of setting up CRM tools. The CRM tool can be embedded in the company's website or wherever the customer goes in that they can send a complaint, or on the contact section on their site.
When they set it up, they add me as the agent or support master. Setting it up is not an issue, and it's very easy to navigate, similar to Freshdesk.
What other advice do I have?
It's similar to other CRM tools. As mentioned earlier, they all have the same interface. Zendesk is fine. On a scale of 1-10, I rate Zendesk an 8.5.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Such a great platform to contact my customers
What do you like best about the product?
Such a great platform to contact my customers, to contact internal teams and get the information in one place
What do you dislike about the product?
when it is integrated something with tymeshift it encounters delays
What problems is the product solving and how is that benefiting you?
When it is integrated with different platforms sometime it present delays
Zendesk Works
What do you like best about the product?
All inclusive and very effective ticketing and scheduling interface
What do you dislike about the product?
When having multiple tabs open the software tends to be a bit lagging
What problems is the product solving and how is that benefiting you?
It allows us to track tickets and our schedules within one suite.
Review of Zendesk support Suite
What do you like best about the product?
Reliable, feature-rich customer support, easy of use, implementation made easy, easy to integrate with other application, frequently use it for interaction
What do you dislike about the product?
Expensive, requires learning which takes lot time to understand the tool
What problems is the product solving and how is that benefiting you?
to centralize all the customer support commincation under one tree by communicating with multiple tools like email,chat, and social media
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