Zendesk Suite
ZendeskReviews from AWS customer
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Support System of handling millions of customers.
What do you like best about the product?
Support System of handling Tickets and easy to connect users via chatbots. Easily addressing the customers queries using this product.
What do you dislike about the product?
Cemplexity off initial Start of Using the intial start of using.
What problems is the product solving and how is that benefiting you?
Handling Customers via Tickets, Easy to Solve immediates via Chat.
Zendesk Support Suite: A Unified, Scalable Customer Service Solution
What do you like best about the product?
Zendesk Support Suite stands out for its ease of use and clean interface, which makes it simple for agents to handle tickets across email, chat, and social media. The implementation is smooth, and onboarding new team members is quick due to its intuitive design. It also offers a rich set of features like macros, automation, and reporting tools that help improve efficiency. Integration with CRMs, communication tools, and other platforms is seamless, making it easy to fit into most tech stacks. I use it daily, and it keeps workflows streamlined and organized.
What do you dislike about the product?
While Zendesk is powerful, some of the best features are locked behind higher-tier plans, which may not be affordable for smaller teams. Also, setting up complex automations or custom workflows can be tricky without prior experience. Though support is generally responsive, there can be delays during peak hours. Lastly, some integrations may require third-party tools or technical adjustments, especially when working with custom APIs.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the problem of managing customer interactions across multiple channels by bringing them into one platform, which helps me save time, respond faster, stay organized, and deliver a better customer experience.
A very useful and holistic tool for customer support
What do you like best about the product?
Zendesk has a very streamlined process of ticket allocation. It also gives the flexibility to add custom fields to easily mark the cases. The macros ensures higher efficiency.
What do you dislike about the product?
The UI seems a bit overloaded for new user. Automated routing feature can be improved.
What problems is the product solving and how is that benefiting you?
It served as end to end support platform, helping to manage client queries on daily basis. Also help with driving efficiency in query resolution and reporting.
Zendesk Specialist
What do you like best about the product?
Zendesk Support Suite offers a seamless omnichannel experience, allowing our team to manage customer interactions across email, chat, social media, and voice—all from a single workspace. I especially appreciate the powerful automation tools, like triggers and macros, which help us streamline workflows and reduce manual effort. The intuitive UI, deep reporting capabilities, and integration with third-party tools like Salesforce and Jira make it a complete and efficient solution for customer support.
What do you dislike about the product?
While Zendesk Support Suite is feature-rich, some customizations—especially for forms, views, and UI elements in the Help Center—require developer-level effort or workarounds that could be more user-friendly. The reporting module (Explore) is powerful but has a learning curve and lacks real-time data in some cases. Additionally, managing multiple brands or complex routing logic can become tricky without very careful setup and maintenance.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize and manage all customer interactions across multiple channels—email, chat, social media, and web forms—in one unified workspace. It enables us to deliver faster and more consistent support through automation, triggers, and macros. Features like skills-based routing and ticket views help us assign the right tickets to the right agents, improving efficiency and response times. Overall, it enhances both our team’s productivity and the customer experience.
Perfect solution for customer service
What do you like best about the product?
Zendesk Support Suite has been a game-changer for our customer service operations. The platform is incredibly intuitive, making it easy for both agents and customers to use. We were able to streamline all our support channels—email, chat, social media, and voice—into one unified workspace, which has significantly improved our response times and team collaboration.
The automation features are especially powerful. With custom triggers, macros, and workflows, we’ve been able to reduce repetitive tasks and ensure tickets are routed to the right team members quickly. The integration with other tools we use, like Slack and Salesforce, was smooth and added even more efficiency to our processes.
One of the standout features is the reporting and analytics dashboard. It offers clear insights into our support performance, customer satisfaction scores, and agent productivity, helping us make data-driven decisions.
The automation features are especially powerful. With custom triggers, macros, and workflows, we’ve been able to reduce repetitive tasks and ensure tickets are routed to the right team members quickly. The integration with other tools we use, like Slack and Salesforce, was smooth and added even more efficiency to our processes.
One of the standout features is the reporting and analytics dashboard. It offers clear insights into our support performance, customer satisfaction scores, and agent productivity, helping us make data-driven decisions.
What do you dislike about the product?
I think interface can be more engaged and we can easliy acces it
What problems is the product solving and how is that benefiting you?
It's mainly for customer support service and it is benifiiting bussiness owner to focus on bussines rather than focus on support system.
Robust support tool with room for better customization
What do you like best about the product?
Zendesk Support Suite stands out for its intuitive interface and seamless ticket management system. The ability to centralize customer queries from multiple channels (email, chat, web) has significantly improved our response time and efficiency. Its automation and workflow tools help in routing tickets intelligently, saving our team a lot of manual work. The analytics and reporting features also offer useful insights into team performance and customer satisfaction.
What do you dislike about the product?
While the core functionality is strong, some areas could use improvement. The customization options for UI and workflows are limited unless you're on the higher-tier plans. Additionally, the integrations with third-party tools sometimes require additional configuration or come with hidden costs. Reporting, though powerful, can be overwhelming for new users due to its complexity.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage a high volume of customer queries efficiently across multiple channels. By integrating AI support agents and live chat features, we've been able to automate initial responses, reduce average resolution time, and increase overall customer satisfaction. The help desk functionality ensures that all tickets are tracked, prioritized, and resolved in a structured manner, improving our team's accountability and performance. It has also enabled us to monitor metrics like ticket response time and resolution rates more closely, helping with continuous service improvement.
Supportive Hand
What do you like best about the product?
-Easy to manage customer support tickets
-All conversations in one place
-Good reporting tools
-Integration with other apps (Slack, Shopify etc.)
-Good knowledge base
-All conversations in one place
-Good reporting tools
-Integration with other apps (Slack, Shopify etc.)
-Good knowledge base
What do you dislike about the product?
-Sometimes expensive for small teams
-Mobile app can be buggy
-Setup can be tricky for beginners
-Limited customisation in lower plans
-Mobile app can be buggy
-Setup can be tricky for beginners
-Limited customisation in lower plans
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us handle all customer support queries in one place, so we don’t miss any requests. It keeps our emails, chat, and social media messages organized as support tickets, which saves us time and improves our response speed. This helps us keep our customers happy and reduces confusion for our support team.
Awesome experience with Zendesk
What do you like best about the product?
It helps me centralizing multichannel support in one place, with great automation, easy team collaboration and helpful reporting tools.
What do you dislike about the product?
It is a little bit costly when you scale your plan, and some features require some learning or technical help to use customization.
What problems is the product solving and how is that benefiting you?
It streamlines multichannel support and hence reduces response time. It helps improve team co-ordination that is helpful in creating better customer experiences. Also it helps in tracking support experiences.
Streamlined Support Operations with Great Integration Features
What do you like best about the product?
Zendesk Support Suite excels at centralizing customer communication across email, chat, social media, and voice into a single, unified platform. The ticketing system is intuitive and customizable, making it easy for support teams to prioritize, assign, and resolve queries efficiently.
What do you dislike about the product?
The pricing model can get expensive for smaller teams, especially when scaling up or integrating add-ons. Some features, such as advanced analytics or reporting dashboards, require a higher-tier subscription. Additionally, the initial setup and customization might require some technical assistance for non-technical users.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps streamline customer support interactions by offering a centralized platform that integrates live chat, chatbots, and support tickets. It significantly reduces response time and improves resolution efficiency. The AI-powered chatbot feature handles a wide range of Tier-1 queries, freeing up agents for more complex issues, thus increasing team productivity.
Zendesk - Helpdesk
What do you like best about the product?
The ticket management system is super useful. I can easily track, assign, and follow-up on issues without wasting time on emails. This really helps our team stay organized.
What do you dislike about the product?
Sometimes it takes a bit too long to load when switching between tickets, which kind of breaks the flow while I’m working on multiple task at once.
What problems is the product solving and how is that benefiting you?
Nothing that I know of!
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