Zendesk Suite
ZendeskReviews from AWS customer
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Great tool
What do you like best about the product?
Zendesk Support Suite is great because it brings all customer conversations (email, chat, voice, social) into one place. It's easy to use, supports automation, offers strong reporting, and has a help center for self-service. It also integrates well with other tools and scales easily as teams grow.
What do you dislike about the product?
Not anything to dislike about Zendesk Support suite
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the problem of scattered customer messages by unifying all channels in one place. It gives agents full context, speeds up responses with automation, and reduces workload through self-service options. This leads to faster support, happier customers, and a more efficient team.
Zendesk has immaculate user friendly interface and functionalities.
What do you like best about the product?
It is simple and intuitive to use. Embedded email functionalities allows you to complete the ticket support cycle in a minute.
What do you dislike about the product?
Integration with other software at time has a steep learning curve.
What problems is the product solving and how is that benefiting you?
Last usage was in my last company I worked for, where I primarily used zendesk for support tickets.
Robust Integration Ecosystem Connects Customer Service with Essential Business Tools
What do you like best about the product?
The overall platform is easy to manage and automation like triggers and macros save us time on repetitive tasks. The integration ecosystem is robust, allowing us to connect Zendesk with other tools we rely on, like Jira and Slack.
What do you dislike about the product?
he admin interface can feel unintuitive at times, especially when setting up advanced workflows. Performance can occasionally lag when handling a high volume of tickets
What problems is the product solving and how is that benefiting you?
Create internal/operational efficiencies
Enhance decision making
Drive innovation
Improve customer relations/service
Enhance decision making
Drive innovation
Improve customer relations/service
Great software aims to solve support tickets
What do you like best about the product?
Easy to use UI and let's you write emails and categorise them properly
What do you dislike about the product?
Certain features like auto refreshing of views is missing
What problems is the product solving and how is that benefiting you?
Managing tickets for support raised by customers is easier with Zendesk. Allows you to track and respond to queries with ease.
A reliable ticketing tool, but not always intuitive
What do you like best about the product?
Zendesk has robust tracking, which is helpful in instances where several individuals are involved with a ticket. There are lots of configurations available for custom categorizations. Integrates easily with apps like Slack.
What do you dislike about the product?
The sort configuration is sometimes overly complex and it can be difficult to find the tickets that need to be addressed when working across multiple groups. Our team has notifications connected with slack, but within Zendesk there isn't a useful notification when trying to manage a high volume of tickets. Would prefer the ability to have multiple assignees (not just by creating a group to assign to, or CC list) to better organize tickets.
What problems is the product solving and how is that benefiting you?
Our team use Zendesk to organize and triage all requests large and small from member companies that we support at our site.
Effective customer support platform with room for improvement
What do you like best about the product?
Zendesk Support Suite brings all customer interactions together in one place. I like how easy it is to track tickets across email, chat, and social channels. The user interface is intuitive, with clear dashboards and helpful search functions, so our team can quickly respond and resolve issues. Automated workflows and macros save time by routing requests to the right people, and the knowledge base tools make it simple to share articles with customers.
What do you dislike about the product?
Although it is powerful, Zendesk can feel expensive, especially for smaller teams. Some features require higher-tier plans and the price climbs quickly as you add more agents. There are a lot of settings to configure, which can make the system feel overwhelming at first. Reporting could be more flexible, and we sometimes experience delays when loading large ticket lists or dashboards.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite consolidates customer conversations from email, chat and social channels into a single workspace, so we no longer have to juggle multiple inboxes. This has improved our response time and accountability because everyone can see the status of tickets and pick up where others left off. It also keeps an audit trail of interactions, which helps us analyze trends and address recurring issues. Having an integrated knowledge base and automation tools means we can offer self-service options and automate routine tasks, freeing up our team to focus on more complex problems.
User Friendly
What do you like best about the product?
Pre-built dashboards and custom reports help teams track performance and improve service quality
What do you dislike about the product?
With so many features packed in, new users often feel overwhelmed navigating the interface and understanding how everything connects.
What problems is the product solving and how is that benefiting you?
Instead of juggling emails, chats, calls, and social media separately, Zendesk unifies them into one workspace.
A Reliable Platform for Multichannel Customer Support
What do you like best about the product?
Zendesk Support Suite has been effective in centralizing our customer interactions across channels like chat, email, and phone. Its automation capabilities help in reducing manual effort and improving response time. However, there is room for improvement in reporting flexibility and UI customization options to better fit specific team workflows.
What do you dislike about the product?
While Zendesk Support Suite is powerful, its reporting and analytics capabilities can be limiting without the Explore add-on. Additionally, the customization options for the agent workspace and ticket views could be more flexible to suit different team needs
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer communications across channels like email, chat, and web forms into a single, organized platform. This reduces response time, improves team collaboration, and ensures no customer query goes unanswered. The automation tools, such as triggers and macros, also minimize manual work, allowing our support team to focus more on resolving complex issues
Good platform
What do you like best about the product?
I like their platform overall set up, user friendly
What do you dislike about the product?
Nothing Nothing Nothing Nothing Nothing
What problems is the product solving and how is that benefiting you?
Handling tickets issues
Best tool for my role
What do you like best about the product?
Zendesk Support Suite consolidates all customer messages-email, chat, and social media-into a single ticketing system, making our workflow much smoother. The intuitive dashboard is easy to navigate, even for new team members. Automation tools help us respond quickly and consistently, while built-in analytics give clear insights into team performance and support volume. It's efficient, reliable, and keeps our customer interactions organized.
What do you dislike about the product?
To be precise , I haven't got to know the tool 100% . I usage is limited to my role and for that I don't think I have some to share for this question.
What problems is the product solving and how is that benefiting you?
To be precise as said earlier it consolidates the multiple conversations into single platform easy to monitor , respond, track & for followup.
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