Zendesk Suite
ZendeskExternal reviews
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Robust Support Platform with Excellent Ticketing & Automation
What do you like best about the product?
Zendesk makes it incredibly easy to manage large volumes of support tickets with smart automation, macros, and SLA rules. Its omnichannel support (email, chat, social, and phone) ensures our team never misses a customer message. The UI is clean and easy to navigate, even for new agents. Integration with tools like Slack, Salesforce, and Jira is also seamless.
What do you dislike about the product?
Some of the advanced features are locked behind higher-tier plans, which can be expensive for smaller teams. Reporting dashboards could be more flexible, and there’s a bit of a learning curve when customizing triggers and automations initially.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer communication across email, live chat, and social media into one unified platform. This has significantly reduced our response times and improved our ability to track, prioritize, and resolve tickets efficiently. With automation rules, we’ve minimized manual tasks, which frees up our agents to focus more on complex customer issues. The knowledge base and self-service options have also reduced the volume of repetitive queries, ultimately improving customer satisfaction and reducing support workload.
Reliable and Easy-to-Use Support Platform
What do you like best about the product?
What I like most about Zendesk is how easy it makes everything. The ticketing system keeps all customer conversations in one place, so nothing gets missed. It's simple to use, even if you're not super techy, and it helps you stay organized and respond faster. I also like that it works well with other tools we already use.
What do you dislike about the product?
Honestly, there’s not much to dislike, but sometimes it can feel a little slow when there are too many tickets open at once. Also, a few helpful features are locked behind higher-priced plans, which can be limiting for smaller teams. But overall, it’s still a solid tool that gets the job done.
What problems is the product solving and how is that benefiting you?
Zendesk helps manage customer queries in one place, so we don’t lose track of emails or messages. It keeps everything organized and easy to follow, which saves time and reduces confusion. It also helps the team work together better, since everyone can see updates in real time. Overall, it makes support faster and more efficient.
Fast and accurate
What do you like best about the product?
Its way of contacting people and resolving their queries.
What do you dislike about the product?
There is no such thing i have evern experinced.
What problems is the product solving and how is that benefiting you?
It really helpes me with its help desk feature for all most all my quries at that moment of use in any releted niche. Also when interecting with any intigreted chatbot or AI Agent its becomes one of the most useful helping hand for user like me.
Reliable and Streamlined Support Solution for Growing Teams
What do you like best about the product?
Zendesk Support Suite offers a clean and intuitive interface, making it easy to manage large volumes of tickets efficiently. The integration with email, chat, and social media helps us provide multi-channel support without switching platforms. I especially appreciate the automation features like triggers and macros—they save a lot of time during repetitive tasks. Reporting tools are also useful for tracking team performance.
What do you dislike about the product?
Some customization options require advanced knowledge or developer support, especially when creating complex workflows. Also, pricing can become a bit expensive as the team grows and features are added. The mobile app could be more responsive and reliable during peak hours.
What problems is the product solving and how is that benefiting you?
Zendesk has helped our support team stay organized and responsive. Before using it, managing tickets across different channels was chaotic. Now, we have a centralized platform where we can assign, tag, and resolve issues more efficiently. It’s made communication with customers smoother and helped improve resolution time.
Positive feedback about Zendesk Support Suite
What do you like best about the product?
Create macros for email templates, trigger automated response and automation
What do you dislike about the product?
Initial setup and customization is complex. Sometime it gets slow and lag when handling large ticket volume
What problems is the product solving and how is that benefiting you?
Shows the full customer journey from past tickets, chat history which helps to get visibility into the customer history to efficiently solve issues
"Streamlined and Scalable: Zendesk Simplifies Our Customer Support"
What do you like best about the product?
What I like best about Zendesk Support Suite is its unified interface and seamless omnichannel support. It allows us to manage email, chat, social, and phone conversations from one place, which greatly improves agent productivity and customer experience. The automation features like triggers, macros, and SLAs help us streamline workflows and ensure no ticket falls through the cracks. Additionally, the integration with third-party apps and the ability to customize workflows using Zendesk's API are major advantages for scaling support operations.
What do you dislike about the product?
While Zendesk Support Suite is a powerful tool, there are a few areas where it could be even better. The initial setup and customization can be a bit complex for new users, especially without prior experience in support platforms. Some advanced features may require higher-tier plans, which might not be ideal for smaller teams. That said, Zendesk offers excellent documentation and community support, which helps smooth out the learning curve. With continuous updates and improvements, we’re confident these areas will keep evolving.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us centralize and streamline our customer support across multiple communication channels. Previously, managing emails, chats, and calls across different platforms created silos, delays, and inconsistent responses. With Zendesk, we now have a unified workspace that improves team collaboration, ensures faster resolution times, and gives us full visibility into the customer journey.
The automation tools have significantly reduced manual tasks, allowing our agents to focus on high-impact interactions. The reporting and analytics features give us actionable insights to continuously improve support quality and team performance. Overall, Zendesk has improved customer satisfaction while making our support operations more efficient and scalable.
The automation tools have significantly reduced manual tasks, allowing our agents to focus on high-impact interactions. The reporting and analytics features give us actionable insights to continuously improve support quality and team performance. Overall, Zendesk has improved customer satisfaction while making our support operations more efficient and scalable.
Made Zendesk work like magic (even when it wasn’t supposed to).
What do you like best about the product?
Honestly? The flexibility and control it gives me. Whether I need to automate workflows, build custom triggers, set up CSAT flows, or plug into external APIs Zendesk just fits.
The Support Suite brings everything into one place — tickets, chat, email, even botsand that unified view makes life easier for both agents and devs like me. And with the Sunshine platform, you can go wild with custom objects, which is a huge win for building tailored experiences.
The Support Suite brings everything into one place — tickets, chat, email, even botsand that unified view makes life easier for both agents and devs like me. And with the Sunshine platform, you can go wild with custom objects, which is a huge win for building tailored experiences.
What do you dislike about the product?
Zendesk is powerful, but it often feels like it’s not keeping up with real-world use cases especially for teams that want to go beyond the basics.
I've shared multiple feedback points over time like needing webhook support for article events, more control over CSAT customization, and better options for content triggers or automation in the Help Center but there’s usually no clear roadmap or follow-up.
Also, many advanced workflows rely on workarounds or stitching things together with external scripts, when they could easily be native features. It sometimes feels like Zendesk is focused more on UI tweaks and less on the power user backend needs that teams like ours rely on daily.
I've shared multiple feedback points over time like needing webhook support for article events, more control over CSAT customization, and better options for content triggers or automation in the Help Center but there’s usually no clear roadmap or follow-up.
Also, many advanced workflows rely on workarounds or stitching things together with external scripts, when they could easily be native features. It sometimes feels like Zendesk is focused more on UI tweaks and less on the power user backend needs that teams like ours rely on daily.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize customer support across multiple channels email, chat, help center and manage everything from one place. Instead of juggling different tools or systems, agents and admins work in a unified space with consistent data.
For me as a developer/admin, Zendesk gives enough flexibility (via triggers, APIs, and automations) to build internal tools, run custom workflows, and integrate with other platforms like CRM or analytics. It’s also helped us improve ticket routing, agent efficiency, and reporting with macros, SLAs, and views.
Overall, it reduces manual effort, improves response time, and gives us more visibility into how support is functioning.
For me as a developer/admin, Zendesk gives enough flexibility (via triggers, APIs, and automations) to build internal tools, run custom workflows, and integrate with other platforms like CRM or analytics. It’s also helped us improve ticket routing, agent efficiency, and reporting with macros, SLAs, and views.
Overall, it reduces manual effort, improves response time, and gives us more visibility into how support is functioning.
Amazing tool!
What do you like best about the product?
Zendesk help in prioritizing the tickets and also for someone new to the tool can easily understand how to use the application without training.
What do you dislike about the product?
There is nothing that I didnt like. It was a perfect application.
What problems is the product solving and how is that benefiting you?
For me it was SLA and prioritizing the tickets.
Simplifies Customer Support Like Magic!
What do you like best about the product?
The best part about Zendesk Support Suite is how effortlessly it brings all customer conversations, whether from email, chat, social media, or calls, into one unified dashboard. This makes it super easy to track, respond, and resolve issues without juggling multiple tools.
What do you dislike about the product?
It has a bit of a learning curve, and some settings are hard to find. Also, the cost can add up quickly for small teams needing advanced features.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage customer support across multiple channels in one place, no more switching between tools. It organizes tickets, automates responses, and tracks performance, which saves time and improves our response speed and customer satisfaction.
Best Support ticketing tool ever
What do you like best about the product?
The interface is one of the best and cleanest I have ever seen, I have used salesforce and many other ticketing tool but Zendesk is way ahead in terms of its interface.
And you can link any ticket, customize your views and see various details in the tickets.
And you can link any ticket, customize your views and see various details in the tickets.
What do you dislike about the product?
There isn't much that I can say here, not sure if I hate anything as I said I love this tool for sure.
What problems is the product solving and how is that benefiting you?
I think Zendesk has clean UI which helps to learn its tool in few hours, and also it has a feature where you can actually view the person or user editing the ticket, viewing the ticket or number of views from the support team which I find most attractive feature ever, so that there is no confusion about whos working on the ticket.
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