Zendesk Suite
ZendeskExternal reviews
6,499 reviews
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Zendesk Support Suite for Powerful Omnichannel Support
What do you like best about the product?
Easy automation with macros and triggers.
Unified workspace across all channels (email, WhatsApp, chat, voice, etc.).
Unified workspace across all channels (email, WhatsApp, chat, voice, etc.).
What do you dislike about the product?
Pricing can get expensive as you scale agents or add advanced AI.
Customization needs a learning curve; not always beginner-friendly.
Customization needs a learning curve; not always beginner-friendly.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helped us consolidate all customer support channels—email, live chat, voice calls, WhatsApp, and Facebook Messenger—into one unified platform. Earlier, we had to juggle between tools, which caused delays, missed messages, and poor response times. Now, with Zendesk, agents have full context of every conversation, regardless of the channel, all from one dashboard.
Most reliable, flexible and scalable customer service platform.
What do you like best about the product?
The ticketing system is incredibly powerful, with customizable workflows, automations, and triggers that help our team stay organized and responsive.
I also appreciate the built-in knowledge base (Help Center), which allows us to reduce support volume by empowering customers to self-serve.
I also appreciate the built-in knowledge base (Help Center), which allows us to reduce support volume by empowering customers to self-serve.
What do you dislike about the product?
It would be great if Zendesk streamlined its admin interface or offered more intuitive setup wizards for common workflows.
What problems is the product solving and how is that benefiting you?
It’s solving it’s help desk tool.
Just an amazing tool to work with.
What do you like best about the product?
Zendesk Support Suite is a powerful customer service platform known for its user-friendly interface, omnichannel support, and strong automation features. It unifies customer interactions across email, chat, phone, and social media, making it easy for agents to manage conversations. The suite is highly scalable, integrates well with other tools, and offers rich reporting and analytics. Its built-in help center supports self-service, while customization options allow businesses to tailor workflows and branding. With strong security features and global capabilities, it's a solid choice for companies of all sizes.
What do you dislike about the product?
Nothing at all, Zendesk Support Suite is absolutely perfect.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves issues like fragmented communication, repetitive tasks, and lack of visibility by unifying all support channels, automating workflows, and offering real-time insights. This leads to faster responses, higher agent productivity, and a smoother, more efficient customer experience.
A pleasure to work on
What do you like best about the product?
The ease of navigation between chat, tickets and integration with other software makes for a better overall working expperience.
What do you dislike about the product?
There is nothing I cant say I dont like about Zendesk.
What problems is the product solving and how is that benefiting you?
The easing of navigation between chats, tickets and dashboards are getting better with little improvements every update.
Powerful and User-Friendly Support Solution for Growing Teams
What do you like best about the product?
Zendesk Support Suite has streamlined our customer support operations with its intuitive interface, multichannel ticketing, and strong automation features. The ability to track, prioritize, and resolve issues quickly has significantly improved our response times and customer satisfaction.
What do you dislike about the product?
Nothing as of now. will let you know if I find anything.
What problems is the product solving and how is that benefiting you?
At Rudra Placements, we use Zendesk Support Suite primarily to manage candidate and client queries across multiple channels—email, chat, and social media. It helps us streamline communication with job seekers, resolve their concerns faster, and maintain a professional, responsive experience. We also use it to track internal HR coordination and improve overall operational efficiency.
Powerful and User-Friendly Support Platform for Scalable Customer Service
What do you like best about the product?
Zendesk Support Suite provides a clean, intuitive interface that makes it easy for both agents and end-users to navigate. The multi-channel support (email, chat, social, phone) works seamlessly, allowing teams to manage all customer interactions in one place. Its automations, triggers, and macros help streamline workflows, reduce response times, and maintain consistency across the board.
The reporting and analytics dashboard is particularly helpful in tracking agent performance, ticket volumes, SLA compliance, and customer satisfaction scores (CSAT). Integration with popular tools like Slack, Jira, and Salesforce adds more flexibility and ensures everything is well-connected.
The reporting and analytics dashboard is particularly helpful in tracking agent performance, ticket volumes, SLA compliance, and customer satisfaction scores (CSAT). Integration with popular tools like Slack, Jira, and Salesforce adds more flexibility and ensures everything is well-connected.
What do you dislike about the product?
The pricing can be on the higher side for smaller teams, especially when advanced features or add-ons are required. Additionally, while Zendesk is rich in functionality, some customization options are limited without scripting or developer involvement. Occasional lag with bulk updates or automation syncing has also been noted in peak usage times.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has helped us centralize and streamline all customer support interactions across multiple channels—email, chat, and social media—into one unified platform. Before Zendesk, managing support requests across different systems was chaotic and prone to delays or missed tickets.
The biggest benefit has been faster resolution times, better customer satisfaction, and improved agent productivity. It also makes onboarding new support staff easier due to its user-friendly interface and knowledge base tools.
The biggest benefit has been faster resolution times, better customer satisfaction, and improved agent productivity. It also makes onboarding new support staff easier due to its user-friendly interface and knowledge base tools.
Must needed suite
What do you like best about the product?
Unified workspace. Email, chat, phone, and social media are all available here
What do you dislike about the product?
Nothing as of now. Would like to explore more about this product
What problems is the product solving and how is that benefiting you?
I can interest with customers efficiently
Zendesk :- Best for tracking , supporting & resolving the tickets
What do you like best about the product?
Simple to learn , to how to use zendesk for raise the ticket.
What do you dislike about the product?
Nothing , everything is fine. There is no any issues with it.
What problems is the product solving and how is that benefiting you?
When I was working with Byju's , my first company . There I was using Leadsquared & Ameyo software. Whenever i was facing any problems then i just raised the ticket on the zendesk & team immediately support me.
ROI analysis Feature comparisons vs. tools like Freshdesk
What do you like best about the product?
Zendesk Support Suite is a unified customer service platform that brings together various support channels—email, chat, voice, social messaging—into one seamless interface, allowing businesses to provide personalized, consistent, and efficient support.
What do you dislike about the product?
Cost can scale quickly with add-ons like AI, Sunshine CRM, and advanced reporting.
❌ Customization beyond basic workflows often requires developer involvement.
❌ Voice features are good but not as robust as dedicated contact center solutions like Genesys or Five9.
❌ Analytics UI (Explore) can be unintuitive for non-analysts.
❌ Customization beyond basic workflows often requires developer involvement.
❌ Voice features are good but not as robust as dedicated contact center solutions like Genesys or Five9.
❌ Analytics UI (Explore) can be unintuitive for non-analysts.
What problems is the product solving and how is that benefiting you?
Customer Service Teams in SaaS, e-commerce, finance, and retail.
IT Help Desks managing internal support tickets.
IT Help Desks managing internal support tickets.
A powerful and user-friendly support platform with excellent AI integration
What do you like best about the product?
Zendesk’s unified workspace allows us to manage all customer support channels—email, chat, and social media—in one place. The AI IT Agents feature helps automate repetitive queries and speeds up response time. It also integrates easily with third-party tools like Slack and Salesforce, which is a big plus for our workflow.
What do you dislike about the product?
The pricing can be a bit steep for small businesses, especially if you want access to advanced AI features. Some customization options, like dashboard reporting or UI changes, require more technical knowledge or developer support than expected. Occasionally, live chat gets slow when internet speed drops.
What problems is the product solving and how is that benefiting you?
Zendesk helps us consolidate customer support across channels (email, chat, social) into one dashboard. This has improved our response time, agent productivity, and customer satisfaction. With AI IT Agents, we’ve automated basic queries, reducing workload on human agents and allowing them to focus on complex cases.
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