Zendesk Suite
ZendeskExternal reviews
6,552 reviews
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Versatile Support Tool for Tickets, Calls, and Chats
What do you like best about the product?
It’s a tool that offers multiple options for handling client requests, such as tickets, calls, and chats. We mainly use tickets, but it still seems like a good option overall and a potentially useful tool for service areas.
What do you dislike about the product?
Sometimes the information isn’t fully documented. The forums do have responses, but it would be great if the official documentation included more details and covered more topics.
What problems is the product solving and how is that benefiting you?
This solves how clients can raise support requests and access documentation about the company’s products.
Zendesk experience has been frustrating, inefficient, and deeply disappointing.
What do you like best about the product?
they answer the phone, their knowledge base is huge.
What do you dislike about the product?
Zendesk significantly overpromised during the sales process and has failed to deliver on the level of support that was clearly discussed and agreed upon.
From the beginning, I was explicit: I have a large team and require hands-on, ongoing implementation support—not surface-level assistance. This was communicated before signing and reiterated multiple times after onboarding began. Zendesk repeatedly emphasized the size of their team and their ability to support businesses like mine.
In practice, getting meaningful help has been unnecessarily difficult. I emailed three separate Zendesk contacts/teams requesting assistance and received no response. The only reason I finally received a confirmation from someone was because I called again—after already attempting multiple written follow-ups.
When I did eventually get on a Zoom call, I was informed the time would be limited. The session focused on resolving small, isolated issues rather than providing actual setup guidance or walking through a proper implementation. This is not onboarding. This is not hands-on support.
For a platform positioned as enterprise-ready, the lack of ownership, continuity, and responsiveness is unacceptable. The disconnect between what was sold and what is being delivered is stark. Zendesk’s support structure feels reactive, fragmented, and unwilling to engage at the level required for a growing organization with real operational needs.
I chose Zendesk based on explicit assurances of support. Those assurances have not been honored. The experience has been frustrating, inefficient, and deeply disappointing.
From the beginning, I was explicit: I have a large team and require hands-on, ongoing implementation support—not surface-level assistance. This was communicated before signing and reiterated multiple times after onboarding began. Zendesk repeatedly emphasized the size of their team and their ability to support businesses like mine.
In practice, getting meaningful help has been unnecessarily difficult. I emailed three separate Zendesk contacts/teams requesting assistance and received no response. The only reason I finally received a confirmation from someone was because I called again—after already attempting multiple written follow-ups.
When I did eventually get on a Zoom call, I was informed the time would be limited. The session focused on resolving small, isolated issues rather than providing actual setup guidance or walking through a proper implementation. This is not onboarding. This is not hands-on support.
For a platform positioned as enterprise-ready, the lack of ownership, continuity, and responsiveness is unacceptable. The disconnect between what was sold and what is being delivered is stark. Zendesk’s support structure feels reactive, fragmented, and unwilling to engage at the level required for a growing organization with real operational needs.
I chose Zendesk based on explicit assurances of support. Those assurances have not been honored. The experience has been frustrating, inefficient, and deeply disappointing.
What problems is the product solving and how is that benefiting you?
trying to get set up in general and they are barely helping no matter how i reach out.
Efficient Omnichannel Support
What do you like best about the product?
The omnichannel ticketing system effectively centralizes all customer queries into one workspace.
What do you dislike about the product?
Advanced feature pricing is high, and the Explore reporting tool has a steep learning curve.
What problems is the product solving and how is that benefiting you?
It eliminates fragmented communication, significantly improving agent efficiency and response times.
Fast, Easy Interactions with Clear Communication and Smooth Handoffs
What do you like best about the product?
Fast, easy interactions. Even for issues that required escalation, there was clear communication between staff and a smooth handoff.
What do you dislike about the product?
As a former Oracle customer, I don’t have anything negative to add at this time. It’s nice dealing with a company that’s focused on customer service.
What problems is the product solving and how is that benefiting you?
For us, this is an easier-to-manage customer care application with generative AI that currently handles about 80% of our chat interactions. It helps our agents respond faster and makes customer interactions through the application smoother and easier overall.
Zendesk Stands Out: Easy to Use and a Dedicated Support Solution
What do you like best about the product?
I’ve used multiple support systems, but Zendesk stands out to me for its ease of use and the dedicated solution it provides.
What do you dislike about the product?
I don’t see much AI in the product, and I also don’t see clear customer enablement on their roadmap or a clear sense of where the solution is headed. I also miss the partnership-level relationship from them.
What problems is the product solving and how is that benefiting you?
We use Zendesk for all of our internal support and case management, including employee requests for IT and HR. For external-facing support, we use support cases from SF, mainly because we already use SF CRM. However, if Zendesk were readily integrated into the CRM, I would prefer to use it instead of SF support cases.
Easy to Use and More User-Friendly Than Our Last Solution
What do you like best about the product?
It's such an easy to use system and much user-friendly than our last solution.
What do you dislike about the product?
I have yet to find something I don't like. I like everything.
What problems is the product solving and how is that benefiting you?
It's helping our customers find answers they need in a quick manner via support articles.
Great variety of settings to customize the app
What do you like best about the product?
I like the variety of settings that the app offers to the user.
What do you dislike about the product?
The template our customer service team expresses that it could be better.
What problems is the product solving and how is that benefiting you?
Help to clear up doubts about our products and also contribute to the standardization of services.
Centralizes Customer Conversations with Powerful Automation at Scale
What do you like best about the product?
It centralizes all customer conversations (email, chat, social, etc.) into one system with strong automation, making it faster and easier for agents to resolve issues consistently at scale.
What do you dislike about the product?
Zendesk’s biggest drawbacks are its complexity and cost: it can feel overwhelming to set up and manage, especially for smaller teams, and many advanced features like analytics, automation, or AI require higher-tier plans or add-ons, making it expensive as you scale.
What problems is the product solving and how is that benefiting you?
It centralizes all customer interactions from email, chat, phone, social media, and messaging into one unified workspace so nothing slips through the cracks and agents don’t have to switch tools constantly, which speeds up response and resolution times. It automates repetitive tasks like ticket routing, responses, and prioritization so support teams can focus on meaningful work instead of manual busywork. It also provides a knowledge base and self-service options that help customers find answers on their own, reducing support volume. Finally, analytics and reporting give insight into performance trends and areas to improve, helping teams improve service quality and efficiency over time.
Easy to Use with Useful Features
What do you like best about the product?
Easy to use, usefull feature, user friendly
What do you dislike about the product?
Sometimes there is latency occurred, service delay
What problems is the product solving and how is that benefiting you?
Users day to day query
Cohesive, Smart, and User-Friendly—with Amazing Customer Support
What do you like best about the product?
Cohesive, very smart, easy to use once you understand it, very user friendly, and amazing vustomer support
What do you dislike about the product?
It is so helpful you might get overwhelmed by how inclusive it is.
What problems is the product solving and how is that benefiting you?
Made a very complex bureaucrtic and paper work dense procedures much easier to complete effectively in one place
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