Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk Review – Solid Support Platform with Room for Flexibility
What do you like best about the product?
it's been a reliable, well-structured solution for managing customer support and ticketing across teams. What stands out the most is how thoughtfully it handles scale, the workflows, macros, automations, and analytics features are strong and help keep our support operations efficient.
What do you dislike about the product?
Limited flexibility without dev effort
Reporting has a learning curve
Occasional pricing surprises when scaling up features
Reporting has a learning curve
Occasional pricing surprises when scaling up features
What problems is the product solving and how is that benefiting you?
Faster resolution times
Lower agent fatigue
Happier customers
And a much more organized support ops workflow
Lower agent fatigue
Happier customers
And a much more organized support ops workflow
Reliable tool for managing customer conversations/ All-in-one support platform that scales well
What do you like best about the product?
It centralizes all customer communication in one place. The interface is clean, and setting up workflows is simple once you get the hang of it.
What do you dislike about the product?
Onboarding tutorials would help new users.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage customer queries from multiple channels—email and chat—in one unified platform. It reduces response time, improves team coordination, and ensures no query is missed. The automation features help streamline repetitive tasks, saving time and boosting productivity.
A Reliable Choice for Scaling Customer Support with Ease
What do you like best about the product?
Zendesk's omnichannel capabilities are genuinely impressive — being able to handle emails, chats, calls, and social messages all from one unified agent workspace reduces clutter and boosts response time. The automation features, like triggers and macros, save tons of manual effort. Integration with third-party tools (like Jira, Slack, and Shopify) is seamless, and the reporting dashboard gives real-time insights that help us make data-driven decisions.
What do you dislike about the product?
We were struggling with fragmented communication across channels and a lack of visibility into agent performance. Zendesk gave us a centralized solution to manage customer interactions efficiently. It’s improved our first-response time, agent productivity, and overall customer satisfaction significantly.
What problems is the product solving and how is that benefiting you?
Automation tools like triggers, macros, and SLAs have reduced manual workloads and ensured timely follow-ups, while the built-in reporting gives us actionable insights into agent performance and customer satisfaction. It has also enabled better collaboration between support, sales, and product teams thanks to its seamless integration with tools like Salesforce, Jira, and Slack.
Highly managed and easy to integrate with other tools
What do you like best about the product?
I used zendesk support with jira. I was very powerful tool with many features. Its a best tool for create and track the tickets of any project.
What do you dislike about the product?
Need to improve the UI and take care of UI component positions.
What problems is the product solving and how is that benefiting you?
Clients reported their issues on zendesk which was very helpful to track and followup.
Zendesk support suite: The backbone of better customer care
What do you like best about the product?
1. Robust Reporting & Analytics
2. Intuitive & Customizable Agent interface
3. Reliable Cloud based Infrastructure
4. Extensive customization via APIs
2. Intuitive & Customizable Agent interface
3. Reliable Cloud based Infrastructure
4. Extensive customization via APIs
What do you dislike about the product?
Limited customization on lower plans that’s not a big issue.
Complex setup and Admin configuration
Complex setup and Admin configuration
What problems is the product solving and how is that benefiting you?
1. It combines all communication channels into a unified inbox, so agents can manage every interaction in one place.
2. Offers ticketing and workflow automation, ensuring issues are routed correctly
3. Includes analytics and reporting dashboards that show ticket volumes, resolution times, CSAT scores and more
2. Offers ticketing and workflow automation, ensuring issues are routed correctly
3. Includes analytics and reporting dashboards that show ticket volumes, resolution times, CSAT scores and more
Streamlined Support Across Channels – With Some Complexity
What do you like best about the product?
One thing I really appreciated about Zendesk Support Suite is how it brings together multiple support channels—like email, chat, and social media—into a single unified dashboard. It helps reduce the need to switch between tools and makes it easier to track the full conversation history with a customer. Also, the ticketing system is quite intuitive, and features like macros and triggers have been helpful for automating repetitive tasks and speeding up responses.
The interface is clean and relatively easy to get used to, even for someone who doesn’t use it daily. Plus, their customer support has been responsive the few times I’ve reached out, which adds to the overall ease of use.
The interface is clean and relatively easy to get used to, even for someone who doesn’t use it daily. Plus, their customer support has been responsive the few times I’ve reached out, which adds to the overall ease of use.
What do you dislike about the product?
So far, I haven’t come across anything I strongly dislike. The platform feels stable and well-designed. While there's a bit of a learning curve when exploring some of the advanced automation features, the help documentation and community resources have been useful in getting up to speed.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helped bring together customer interactions from different channels like email, chat, and social media into one unified system. This consolidation reduced the risk of missed messages and duplicated efforts. The automation features, such as macros and triggers, assisted in handling repetitive tasks more efficiently, which allowed support engineers to focus on more complex issues. Even with occasional use, the platform’s centralized approach and automation tools seemed to support faster resolutions and better team collaboration.
Send - desk!
What do you like best about the product?
It is very easy to handle and work with.
What do you dislike about the product?
It needs a good training to engage as best as possible.
What problems is the product solving and how is that benefiting you?
It is helping me and my team to handle a knowledge base database to assist other.
Worked as tech support engineer and system Administrator for 9 years in IT industry.
What do you like best about the product?
Zendesk tool is used to ticketing tool it is easy to use as a customer service Support.
What do you dislike about the product?
I don't have to much experience in Zendesk
What problems is the product solving and how is that benefiting you?
As customer service used to escalate there query or incident tickets.
Wonderful experience using zendesk
What do you like best about the product?
Zendesk is cloud- based customer support tool that works to manage communication challenges from email and chats to voice calls.
The software is easy to understand and quickly provides resolutions to agents, who carry on companies interactions with customers.
The best part about Zendesk is comprehensive agent knowledge base, omni channel communication, user-friendly interface, superb ticketing system and its Ai powered capabilities like Answer bot and Ai support with quality assurance and reliability. As an agent I’ve professionally used it for months and found no troubles. I believe Zendesk is one of the best Supprt Suite out there.
The software is easy to understand and quickly provides resolutions to agents, who carry on companies interactions with customers.
The best part about Zendesk is comprehensive agent knowledge base, omni channel communication, user-friendly interface, superb ticketing system and its Ai powered capabilities like Answer bot and Ai support with quality assurance and reliability. As an agent I’ve professionally used it for months and found no troubles. I believe Zendesk is one of the best Supprt Suite out there.
What do you dislike about the product?
Well to be honest there is nothing that I dislike about Zendesk.
What problems is the product solving and how is that benefiting you?
I find the most beneficial side of Zendesk as central user-friendly agent knowledge base to provide resolutions to customers and even the ticket raising can be done smoothly and documentation can be done in minutes for further assistance in future.
Overall good for tracking customer interaction
What do you like best about the product?
It is manages customer requests easy, fast, and keeps everything organized as well.
What do you dislike about the product?
Sometimes it feels like bit complex when you have a big team working.
What problems is the product solving and how is that benefiting you?
It solves ticket chaos easily, and also help me responding faster and keep customers happy with smooth support.
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