Zendesk Suite
ZendeskExternal reviews
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Great product. Works well
What do you like best about the product?
Great solutions that meet full requirements
What do you dislike about the product?
Has some issues but advantages outway disadvantages
What problems is the product solving and how is that benefiting you?
Answers questions via webchat
All-in-One Solution for Seamless Customer Support
What do you like best about the product?
Zendesk Support Suite makes it easy to manage customer interactions across multiple channels in one place. The ticketing system is intuitive, automation features save time, and the reporting tools provide valuable insights to improve team performance.
What do you dislike about the product?
While Zendesk Support Suite is powerful, it can feel overwhelming to set up initially, especially for smaller teams. Some customization options require technical knowledge, and certain advanced features are locked behind higher-tier plans.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize and manage all customer support inquiries in one place, reducing response times and improving team collaboration. It solves the challenge of tracking conversations across different channels, ensuring nothing slips through the cracks. This leads to better customer satisfaction and a more efficient support workflow.
Zendesk is a simplified solution for businesses
What do you like best about the product?
Being able to centralize emails, chat and calls in one please is really helpful and time saving. The update that enabled the handling of social media messages was really helpful.
What do you dislike about the product?
Hiding features behind higher tier plans makes it less reliable. However, being able to at least test them before a purchase would be helpful.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us streamline customer communication by centralizing everything into one platform. Instead of juggling emails, live chats, and social media separately, we now handle all interactions from one place, which reduces confusion and response time.
A Truly Unified Omnichannel Experience
What do you like best about the product?
what users and businesses typically like best about the Zendesk Support Suite is its powerful omnichannel integration.
Unified Agent Workspace: The absolute standout feature is that agents don't have to switch between different tools for email, live chat, phone calls, social media messages, and knowledge base articles. A conversation that starts on chat can be seamlessly continued over email, with all history in one ticket.
Powerful Automation
Extensive Reporting and Analytics: With Zendesk Explore, businesses can track a huge range of metrics—from agent response times and customer satisfaction scores (CSAT) to the most common types of support requests.
Unified Agent Workspace: The absolute standout feature is that agents don't have to switch between different tools for email, live chat, phone calls, social media messages, and knowledge base articles. A conversation that starts on chat can be seamlessly continued over email, with all history in one ticket.
Powerful Automation
Extensive Reporting and Analytics: With Zendesk Explore, businesses can track a huge range of metrics—from agent response times and customer satisfaction scores (CSAT) to the most common types of support requests.
What do you dislike about the product?
Quality of Zendesk's Own Customer Support: A frequent and ironic complaint is that for a company that sells customer support software, its own support can be slow and difficult to access, particularly for customers on lower-tier plans.
Zendesk is a powerful and highly scalable platform, the main dislikes revolve around its true cost, the initial complexity of setup and customization, and the challenge of getting timely support without a premium plan.
Zendesk is a powerful and highly scalable platform, the main dislikes revolve around its true cost, the initial complexity of setup and customization, and the challenge of getting timely support without a premium plan.
What problems is the product solving and how is that benefiting you?
A customer sends an email, then starts a live chat, then calls on the phone. Without a unified system, each agent they interact with has no idea what was said before, forcing the customer to repeat their issue. This is inefficient for the business and frustrating for the customer.
Zendesk is the best CRM tool for Customer Service
What do you like best about the product?
Easy to navigate, beginner-friendly. Can be used on both mobile and PC.
What do you dislike about the product?
There were instances where we had to redo linking our IG and Facebook accounts because it constantly failed. Customer Support takes a while to respond.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has been a huge help by making customer support easier to manage and more accessible. Everything is in one place—whether it’s email, chat, or phone—so I can handle multiple channels without jumping between different tools. It’s also really user-friendly, which means I can focus more on helping customers rather than figuring out the platform. The ability to automate repetitive tasks and use macros also saves time and keeps responses consistent.
One Tool for All Tracking - Zendesk
What do you like best about the product?
One of the things I like about Zendesk is how efficiently it manages customer queries through a centralized ticketing system. It allows support teams to track, prioritize, and resolve customer issues in an organized way, which improves overall response time and service quality.
I also appreciate features like internal notes and automation. These tools help agents handle repetitive tasks quickly and maintain consistent communication with customers. The ability to integrate with other platforms and maintain a clear history of customer interactions makes it easier for teams to collaborate and resolve issues faster.
Overall, Zendesk provides a structured and reliable environment for managing customer support operations, which helps teams stay organized and deliver better customer experiences.
I also appreciate features like internal notes and automation. These tools help agents handle repetitive tasks quickly and maintain consistent communication with customers. The ability to integrate with other platforms and maintain a clear history of customer interactions makes it easier for teams to collaborate and resolve issues faster.
Overall, Zendesk provides a structured and reliable environment for managing customer support operations, which helps teams stay organized and deliver better customer experiences.
What do you dislike about the product?
Zendesk for Customer Service is a great tool, but the interface can feel a bit complex for new users. It would be helpful if the navigation and reporting features were more simplified.
What problems is the product solving and how is that benefiting you?
Earlier, client queries were scattered across emails and chats. Zendesk brings everything into one place, making support much more manageable. It’s helped reduce confusion, speed up response times, and improved how we follow up.
Pricey But Fantastic
What do you like best about the product?
Still hard to beat Zendesk for quality, ease of use, and integrations.
What do you dislike about the product?
The only downside is still the high cost.
What problems is the product solving and how is that benefiting you?
When we used it, it solved all of our customer relation, dev task tracking, and project management needs.
Smooth process for all things Customer Service
What do you like best about the product?
Easy to use, with quick implementation when introduced to a team.
What do you dislike about the product?
Some limitations on the ESPs it can be integrated with.
What problems is the product solving and how is that benefiting you?
Customer service - response templates AI and more.
The best support tool in the market
What do you like best about the product?
Powerful reporting and the best interface in the market.
Excellent KB
Excellent KB
What do you dislike about the product?
The licensing is most expensive than market competitors.
What problems is the product solving and how is that benefiting you?
The interface of customers to receive support from our products and the KB documentation.
One of the best customer support ticket tracking tool
What do you like best about the product?
easy integration with email. just replying to email will update the ticket.
gives unified view of all discussions
best integration with jira
gives unified view of all discussions
best integration with jira
What do you dislike about the product?
not much. but searching tickets with text matching can be improved
What problems is the product solving and how is that benefiting you?
used in adobe customer support management.
used in reimbursement related ticket tracking like for darwin
used in reimbursement related ticket tracking like for darwin
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