Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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“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.
Exceptional
What do you like best about the product?
Being able to manage collectively in one place.
What do you dislike about the product?
I can’t think of a negative, we love it!
What problems is the product solving and how is that benefiting you?
Being able to manage customer service in one place with oversight
Zendesk has made a huge impact on our Support team. We doubled our efficiency immediately!
What do you like best about the product?
The biggest impact with Zendesk Support Suite is the ability to have multiple support engineers collaborate on each other's tickets in real time in a live chat format. This has been a huge gain for knowledge share and collaboration!
What do you dislike about the product?
The initial hurdle we had to overcome was the lack of round-robin support out of the box. Even when attempting to use the Skill system for routing, it was a bit of a challenge adapting our process initially, but out team adapted quickly and it worked well for us.
What problems is the product solving and how is that benefiting you?
Zendesk is helping our Support team with scaling and supporting our clients efficiently and effectively. We are tackling more tickets than ever before (about double or triple from our previous system) and not even breaking a sweat!
Zendesk Conference
What do you like best about the product?
I love the a la cart style of setting an account up
What do you dislike about the product?
How sometimes making rules isn’t very user friendly
What problems is the product solving and how is that benefiting you?
We will be using it for AI capabilities, so that will address a lot of our problems
Very resourceful and easy platform
What do you like best about the product?
It's very easy and understandable. Also the openness of the suite makes it very resourceful.
What do you dislike about the product?
Doesn't have an accurate live data dashboard for explore
What problems is the product solving and how is that benefiting you?
Customer service calls handling. Agents management.
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