Zendesk Suite
ZendeskReviews from AWS customer
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What Works Well and Where Support Could Improve
What do you like best about the product?
As a manager, I really value the insights I get from Analytics (formerly Zendesk Explore). It allows me to tie team performance directly to merit-based recognition and promotional decisions. I also appreciate how easy it is to build custom reports and visualize them in dashboards—making it simple to track trends and share results across the organization.
What do you dislike about the product?
My main frustration is how often account assumption is required when I need help recreating an issue—especially when trying to build reports based on Zendesk’s own Explore Recipes. In many cases, my request gets escalated because the first-line agent isn’t able to reproduce or resolve it. I believe it would really streamline support if agents could mimic more scenarios internally or had access to a more robust internal knowledge base for common reporting requests.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve challenges around fair ticket assignment, uneven workload distribution, and lack of visibility into team performance. By providing structured workflows and robust analytics, it enables us to make data-driven decisions, identify trends early, and ensure that support is both efficient and equitable across the team. This ultimately improves team accountability, helps prioritize better, and supports a more scalable support model.
Zendesk:tool for Tickeitng/Collabration
What do you like best about the product?
Zendesk Support: As Ticketing System
Zendesk Messaging & Live Chat (The Real-Time Channel)
Zendesk Guide (The Self-Service Engine)
For Upside i like mention
Unified Agent Workspace
Cost
Simplicity and Faster Time-to-Value
Zendesk Messaging & Live Chat (The Real-Time Channel)
Zendesk Guide (The Self-Service Engine)
For Upside i like mention
Unified Agent Workspace
Cost
Simplicity and Faster Time-to-Value
What do you dislike about the product?
only on UI part : UI Can Feel Clunky or Dated in Places
What problems is the product solving and how is that benefiting you?
With one package from one vendor, setup is faster, administration is centralized and billing is simplified. We don't have to worry about managing complex, and sometimes fragile, integrations between different tools.
Streamlined but Pricey
What do you like best about the product?
Zendesk makes it easy to manage customer conversations across email, chat, and social media—all in one place. The automation tools and clean interface save time and boost team efficiency.
What do you dislike about the product?
The pricing can be steep for small teams, and some advanced features are locked behind higher-tier plans. Basic support also feels limited unless you pay extra
What problems is the product solving and how is that benefiting you?
Zendesk turns emails, chats, and social messages into structured tickets, eliminating the chaos of scattered communication.
Zendesk Use and its benifits for organization
What do you like best about the product?
Powerful Ticketing System ,Self-Service Capabilities ,Customizable Workflows and Triggers
What do you dislike about the product?
Limited Customization on Lower Plans ,Ticket Views Can Get Cluttered
What problems is the product solving and how is that benefiting you?
our support operations are more streamlined, our SLAs are easier to maintain, and customer satisfaction has significantly improved
Zendesk Has Simplified Our IT Support Workflow
What do you like best about the product?
Easy to use and keeps work organized
Smart ticketing with quick automation
All support channels in one dashboard
Simple interface with powerful tools
Makes customer support fast and easy
Clean design and helpful ticket flow
Centralized support with great tools
Smart ticketing with quick automation
All support channels in one dashboard
Simple interface with powerful tools
Makes customer support fast and easy
Clean design and helpful ticket flow
Centralized support with great tools
What do you dislike about the product?
Sometimes it feels overpriced for smaller teams, and a few useful features are only available in higher plans. The reporting tools could be more flexible, and initial setup or customizations can take time without proper guidance or experience.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage customer issues more efficiently by bringing all conversations—email, chat, and social media—into one place. It reduces response time, keeps things organized, and helps our team track and solve problems without missing anything.
Good experience with Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite brings together customer communication from email, chat, social, and phone into one unified workspace, making customer interactions clear and organized. I love how the ticketing system and automations (like triggers and macros) streamline repetitive tasks, help my team keep track of conversations, and deliver quick responses
What do you dislike about the product?
The UI can get confusing for new users, and merging tickets from multiple channels isn’t always automatic. Sometimes, getting quick support from Zendesk itself has been a challenge unless you’re on a premium tier
What problems is the product solving and how is that benefiting you?
It’s helped us drastically reduce ticket closure times and improve customer satisfaction by centralizing every support conversation. With robust automation, multichannel support, and actionable analytics,
Customer service
What do you like best about the product?
Zendesk support suite is a powerful and versatile platform that can significantly improve customer service operations.
What do you dislike about the product?
Zendesk can be expensive, especially for business with large support team or those needing higher-tier plans with advanced reporting feature.
What problems is the product solving and how is that benefiting you?
Omnichannel support, automation, integration, user friendly interface.
Easy to use and train employees
What do you like best about the product?
Very friendly and easy to integrate with other softwares. The company provides really good support in case of issues. Has various features based on the usability. Really easy to implement and migrate from other ticketing platforms. Will become easier based on the frequency of use.
What do you dislike about the product?
Might be a lot to take in at the beginning but very easy to use based on the frequency of use.
What problems is the product solving and how is that benefiting you?
My company works for hospitality and Zendesk helps us to raise tickets easily and meet SLAs without fail.
Experiene working with Zendesk
What do you like best about the product?
Easy to navigate and easy to respond without any delay
What do you dislike about the product?
Layout could have been more better and it is a bit clumsy
What problems is the product solving and how is that benefiting you?
It enable a proper and easy way of communicating with customers
Very easy and robust experience
What do you like best about the product?
The ease of raising and assigning tickets. There are a lots of features that can be used. Very easy to integrate with other softwares.
What do you dislike about the product?
It can be a little tricky at first, but with time, it's easy to grasp. It's easy for frequent users as they use it on a daily basis.
What problems is the product solving and how is that benefiting you?
Its helping me in my job, to raise tickets, to assist customers resolve the issue and meet the SLA without any hassle.
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