Zendesk Suite
ZendeskReviews from AWS customer
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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.
Zendesk is intuitive and easy to use
What do you like best about the product?
It is easy to pick up and the UI is easy to navigate.
What do you dislike about the product?
There are a few more advanced features that are difficult to use at first.
What problems is the product solving and how is that benefiting you?
It just made my life a lot easier when I was using it.
best tool to handle the customer support issues
What do you like best about the product?
I have been in the customer service field since 3 years and in my previous company, I have used the Zendesk to help customers through email , chat , call. It is amazing that you get all the option to help the users on one platform and in one page also which made my work as an agent easy.
What do you dislike about the product?
everything was good however, sometime it lags and works slow so this is the thing I would say, need to be fixed.
What problems is the product solving and how is that benefiting you?
I have worked many years as a customer support agent and it truly benefited me. We can do calls, send emails, and chat with the users being on a one single platform and pages. It easy to use , within 1 day of training if Zendesk, I was able to cope up with every navigation of this tool so in short, it is easy to use and help users at the same time.
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.
Easy to use and great for recording customer issues.
What do you like best about the product?
Zendesk Support Suite is easy to use, helps efficiently track customer issues, and allows seamless inclusion of internal documentation, which improves collaboration and resolution time.”
What do you dislike about the product?
For the same issue, multiple tickets sometimes get created when customers reply via email, causing duplication and making it harder to track the full conversation.
What problems is the product solving and how is that benefiting you?
Zendesk helps us provide internal support to our global sales team by offering a centralized platform to log, track, and resolve their issues. It ensures a standardized process and improves visibility and consistency across all support interactions.
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.
Zendesk support suite review
What do you like best about the product?
It is the best support ticketing tool, I have worked on. I liked the whole UI and how seamlessly I could switch views to work on different types of cases without worrying about the grouping of the tickets.
What do you dislike about the product?
I didn't like one feature that is timeshift it was buggy sometimes.
What problems is the product solving and how is that benefiting you?
Zendesk suite is solving enterprises problem of creating a support platform which can be use for all types of modes of communication which can help their customers swiftly. I used to handle email tickets and live chats of customers at the same time and it was beautifully designed and didn't affected me productivity when i'm need to check the older emails while chat window is open .
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