Zendesk Suite
ZendeskExternal reviews
6,502 reviews
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Great for support
What do you like best about the product?
Zendesk is very useful because it is easily customisable to capture all customer support requests related to your business
What do you dislike about the product?
can be difficult to use without professional training
What problems is the product solving and how is that benefiting you?
We use it mainly for customer support interactions
Organization and scale
What do you like best about the product?
We are currently a team of 6 analysts who use Zendesk on a daily basis. What impresses me most about the platform is its ability to organize the activities of our support project, serving more than 3,000 users and centralizing everything in a single environment.
With a clean and intuitive interface, it's possible to build a unified management, integrated with channels such as WhatsApp and Facebook.
The most interesting thing is that by analyzing the data using the Explore reporting feature, I can generate valuable insights for developing new products and business opportunities.
With a clean and intuitive interface, it's possible to build a unified management, integrated with channels such as WhatsApp and Facebook.
The most interesting thing is that by analyzing the data using the Explore reporting feature, I can generate valuable insights for developing new products and business opportunities.
What do you dislike about the product?
I realize that the community here in Brazil is still not as active as that of our competitors. This results in less engagement and also less feedback on improvements.
This week, for example, there was a request for a dark mode interface option. We believe that a stronger community could have a greater impact on the development of the suite.
This week, for example, there was a request for a dark mode interface option. We believe that a stronger community could have a greater impact on the development of the suite.
What problems is the product solving and how is that benefiting you?
Centralization of contacts, volumetric reports and identification of intersections.
The most frequently asked questions could be resolved with clearer and more user-friendly instructions.
The most frequently asked questions could be resolved with clearer and more user-friendly instructions.
easiest more intuitive system to work with
What do you like best about the product?
As an admin, been able to control my system up to the minimum detail is the best Zendesk has, I have all type of communications linked to my system and agents have less tool to use, which helps with productivity.
What do you dislike about the product?
The new AI system, it is still too new and the intents' system is not really super easy to use based on our specific needs.
What problems is the product solving and how is that benefiting you?
Handling all type of communications with our users, from in-app support coming to our system, to reviews from app stores all in one place is the best way for the agents to not feel overwhelmed and using th intents, has help us to prioritize the more easy but important request to handle them first.
GOOD SOFTWARE FOR WFM and Quality Assurance
What do you like best about the product?
I would say its AI-powered forecasting capabilities are a significant strength. The ability to analyze historical data and predict future staffing needs with AI helps organizations optimize their agent scheduling proactively.
What do you dislike about the product?
its potential complexity and the learning curve associated with its advanced features
What problems is the product solving and how is that benefiting you?
inefficient staffing, unpredictable workloads, and lack of performance visibility in customer service.
“Streamlined Multichannel Support with Powerful Automation
What do you like best about the product?
Zendesk Support Suite offers a clean, intuitive interface that makes it easy for agents to manage tickets across multiple channels like email, chat, and social media. I especially appreciate the automation and workflow tools—macros, triggers, and SLAs—that streamline repetitive tasks and ensure we stay responsive to customer needs. The integration with our CRM and third-party apps is seamless, allowing for a centralized view of customer interactions. Zendesk’s robust reporting also helps us track key metrics and continuously improve our support operations.
What do you dislike about the product?
I didn’t have a great experience with Zendesk’s own support team. Whenever I reached out for help, instead of providing direct assistance or walking me through a solution, they often just sent links to help articles. It felt impersonal and frustrating—especially when I was dealing with urgent or complex issues that weren’t easily solved by a knowledge base article.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage all customer inquiries in one place, across email, live chat, and social media. This centralization has drastically improved our response times and reduced the chances of missing customer messages. The automation features—like ticket routing, SLAs, and canned responses—save our team time and help us stay consistent in how we handle requests. It’s also made it easier to monitor team performance and customer satisfaction through built-in reporting and CSAT surveys.
Solid reliable platform.
What do you like best about the product?
It's solid and reliable and easy to use.
What do you dislike about the product?
The help centre feels limited vs using a platform like Confluence with help documentation.
What problems is the product solving and how is that benefiting you?
Having a platform to manage internal ICT help desk tickets.
What a great tool for any service company!
What do you like best about the product?
The ease of using the platform after initial setup.
What do you dislike about the product?
The initial setup was a bit frustrating.
What problems is the product solving and how is that benefiting you?
We are able to route tickets in REAL Time.
this is a great system for in house support
What do you like best about the product?
the ability for user to send a ticket via SMS
What do you dislike about the product?
i would like to see a more tiered cost model for users/admins and helpdesk support people.
What problems is the product solving and how is that benefiting you?
using inhouse support
Love the product! Greatly improved our customer service with reporting and insights on their needs.
What do you like best about the product?
Zendesk as a product is solid. The platform is feature-rich, stable, and integrates well into our tech stack. From a support operations standpoint, it does what we need.
What do you dislike about the product?
AI CO-pilot needs work. it does not stand up to other competitive AI chatbot products.
What problems is the product solving and how is that benefiting you?
Allowing customers to easily reachout and get help with platform issues or questions.
Ease and Flexibility; built by support people
What do you like best about the product?
The flexibility of the product and the facts that it works the was support professionals work.
What do you dislike about the product?
Sometimes I struggle why something is so hard to report on, like Orgs, or how to report on a negative, like 0 case submission, etc
What problems is the product solving and how is that benefiting you?
Management and action on requests is easier, reportable and trackable.
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