Zendesk Suite
ZendeskReviews from AWS customer
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I have hands-on experience in customer onboarding
What do you like best about the product?
Built-in Reporting & Analytics (Zendesk Explore)
Provides useful insights into ticket volume, agent performance, SLA adherence, and more.
Custom dashboards help leadership make informed decisions.
Provides useful insights into ticket volume, agent performance, SLA adherence, and more.
Custom dashboards help leadership make informed decisions.
What do you dislike about the product?
Limited Flexibility in Customization
You can hit limitations when trying to deeply customize ticket workflows or UI.
Some conditional logic and automations can’t handle more complex use cases without third-party apps or code.
You can hit limitations when trying to deeply customize ticket workflows or UI.
Some conditional logic and automations can’t handle more complex use cases without third-party apps or code.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve the challenge of managing customer interactions across multiple channels—like email, chat, phone, and social media—by bringing everything into a centralized platform. This improves response time, agent productivity, and customer satisfaction.
It also addresses issues like ticket duplication, poor internal collaboration, and inconsistent service through features such as automated workflows, internal notes, and reporting tools. For me, this has meant fewer missed conversations, faster resolutions, and better visibility into team performance and customer needs—all of which help deliver a more streamlined and professional support experience.
It also addresses issues like ticket duplication, poor internal collaboration, and inconsistent service through features such as automated workflows, internal notes, and reporting tools. For me, this has meant fewer missed conversations, faster resolutions, and better visibility into team performance and customer needs—all of which help deliver a more streamlined and professional support experience.
Best for Current Trends
What do you like best about the product?
Zendesk Support Suite is liked for its ability to consolidate customer interactions from various channels into one platform, offering a unified view of customer data and making it easier to manage and resolve support tickets. Key features include omnichannel support, a customizable help center, and the ability to integrate with other business tools.
What do you dislike about the product?
Zendesk Support Suite, while powerful, has several drawbacks including complexity, high cost for premium features, and limited customization options in lower-priced plans. Users also report issues with customer support response times and the initial learning curve can be steep.
What problems is the product solving and how is that benefiting you?
Nill
• “A Game‑Changer for Streamlined Customer Support”
What do you like best about the product?
Zendesk Support Suite makes customer support incredibly seamless and efficient. What I love the most is how all communication channels—email, chat, phone, and social—are brought together in one clean interface. It’s very intuitive, so even new team members can get started quickly without heavy training.
The automation and workflow features save a lot of time by routing tickets to the right agents and prioritizing them based on urgency. The ability to create macros, triggers, and SLAs ensures nothing slips through the cracks. Reporting and analytics are also top‑notch, giving clear insights into team performance and customer satisfaction.
Overall, Zendesk Support Suite is reliable, user‑friendly, and truly built to help support teams deliver faster and better service. It’s one of the best tools I’ve used for managing customer experience at scale, and I highly recommend it to any business that values great support.
The automation and workflow features save a lot of time by routing tickets to the right agents and prioritizing them based on urgency. The ability to create macros, triggers, and SLAs ensures nothing slips through the cracks. Reporting and analytics are also top‑notch, giving clear insights into team performance and customer satisfaction.
Overall, Zendesk Support Suite is reliable, user‑friendly, and truly built to help support teams deliver faster and better service. It’s one of the best tools I’ve used for managing customer experience at scale, and I highly recommend it to any business that values great support.
What do you dislike about the product?
Honestly, I haven’t found anything to dislike so far. The platform works smoothly, and every feature I’ve used has been reliable and well‑designed. It has exceeded my expectations.”
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us manage all customer interactions from one place, instead of juggling multiple tools and inboxes. It solves the problem of scattered communication by unifying email, chat, social media, and phone support into a single dashboard. This saves our team a lot of time, reduces missed tickets, and makes it easier to track and prioritize issues. As a result, our response times have improved, our workflow is more organized, and our customers are much happier with the quick, consistent support they receive.
Get platform, clean and easy to use.
What do you like best about the product?
I got to use Zendesk Support when I worked in a non-voice customer support role (chat) at LSM India. Compared to the platform I used in my previous job, Zendesk was much easier to learn and work with.
Even during training, I quickly understood how it works. What I liked most is how clearly everything is laid out — all the customer details and tools you need are right there, no need to dig through multiple menus like with some other systems.
Overall, it made my work smoother and saved a lot of time while chatting with customers.
Even during training, I quickly understood how it works. What I liked most is how clearly everything is laid out — all the customer details and tools you need are right there, no need to dig through multiple menus like with some other systems.
Overall, it made my work smoother and saved a lot of time while chatting with customers.
What do you dislike about the product?
To be honest, it's hard to recall anything I really disliked. I'm not trying to sugarcoat — it’s just that, compared to the outdated CRM and chat platforms I’ve used in the past, Zendesk felt like a big upgrade.
From my professional experience, the only issue I ever noticed was a few rare instances of server downtime — and I really mean very few. Other than that, it worked smoothly.
From my professional experience, the only issue I ever noticed was a few rare instances of server downtime — and I really mean very few. Other than that, it worked smoothly.
What problems is the product solving and how is that benefiting you?
For me, Zendesk Support Suite mainly solved the issue of scattered information and made handling multiple customer chats feel less overwhelming. It helped improve response speed and accuracy without adding extra steps to my workflow.
It also reduced the need to rely on external tools or manually track customer data, which made my overall work experience smoother and more efficient.
It also reduced the need to rely on external tools or manually track customer data, which made my overall work experience smoother and more efficient.
A Solid Support Platform, Though Not My Favorite
What do you like best about the product?
What I like best about Zendesk Support Suite is its user-friendly interface and ease of integration with other tools. It’s intuitive for daily use and works well for our support team, especially since we primarily handle email responses rather than phone support. I also appreciate the ability to use plug-ins—like our Snowflake integration—which makes it easier to collect and analyze data. While Zendesk has built-in reporting features, we rely more heavily on external data tools, and the platform makes that connection seamless.
What do you dislike about the product?
While Zendesk is functional, it's not my favorite—especially when compared to Salesforce, which offers more robust reporting and dashboard capabilities. One of the key challenges we've faced is the lack of real-time visibility into agent productivity. We haven’t yet found an effective way to provide agents with dashboards or tools that track their metrics in real time within Zendesk. We've also experienced difficulties integrating it with some of our quality programs, which has limited transparency for our agents around performance feedback.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite as our primary platform for handling customer support inquiries. Our team manages high volumes of support tickets, primarily through email—we do not use phone support—so Zendesk's ticketing system is well-suited to our needs. We also use it to track agent performance, support internal workflows, and integrate with third-party tools like Snowflake for data collection and analysis. It's central to our day-to-day operations in support, from ticket handling to team performance visibility.
Zendesk Support Suite helps us manage and streamline a high volume of customer support tickets efficiently. It centralizes communication, making it easy for our team to track, respond to, and resolve inquiries—especially since we focus on email support rather than phone interactions. This has improved consistency in responses and helped maintain a clear audit trail of user interactions. The platform also supports integrations with tools like Snowflake, allowing us to enhance our data collection and reporting processes. Overall, it supports a more organized and scalable support operation.
Zendesk Support Suite helps us manage and streamline a high volume of customer support tickets efficiently. It centralizes communication, making it easy for our team to track, respond to, and resolve inquiries—especially since we focus on email support rather than phone interactions. This has improved consistency in responses and helped maintain a clear audit trail of user interactions. The platform also supports integrations with tools like Snowflake, allowing us to enhance our data collection and reporting processes. Overall, it supports a more organized and scalable support operation.
Useful tool in handling issues in customer service.
What do you like best about the product?
It helps to maintain and check interaction between customers in one, safe place rather than using different softwares.
What do you dislike about the product?
Someitimes, Zendesk does not update real-time conversations which becomes confusing.
What problems is the product solving and how is that benefiting you?
It helps me to check the older conversations with the client easily.
It helps me to maintain client details in one place.
It helps me to track the queries of the clients.
It helps me to maintain client details in one place.
It helps me to track the queries of the clients.
My First Experience with Zendesk: Streamlined but Needs Guidance
What do you like best about the product?
As a beginner, what I like best about Zendesk Support Suite is how it brings all customer communication channels—like email, chat, WhatsApp, and social media—into one centralized place. It saves a lot of time and confusion by letting me manage everything from a single dashboard.
I also really appreciate the clean interface, the ability to create and reuse macros (for fast replies), and how easy it is to build a knowledge base with Zendesk Guide. Once I got used to the basics, I saw how powerful the platform can be for organizing and streamlining customer support—even for a small or growing team like ours.
I also really appreciate the clean interface, the ability to create and reuse macros (for fast replies), and how easy it is to build a knowledge base with Zendesk Guide. Once I got used to the basics, I saw how powerful the platform can be for organizing and streamlining customer support—even for a small or growing team like ours.
What do you dislike about the product?
As a beginner, the biggest challenge I faced with Zendesk Support Suite was the initial learning curve. There are a lot of features and settings, but not enough step-by-step guidance during setup—especially for someone new to customer support platforms.
The terminology (like triggers, views, macros, SLA policies) can be confusing at first, and I had to rely heavily on external tutorials to understand how everything works. Also, some useful features like advanced reporting or automation are locked behind higher-tier plans, which makes it harder for small teams or startups to fully benefit early on.
The terminology (like triggers, views, macros, SLA policies) can be confusing at first, and I had to rely heavily on external tutorials to understand how everything works. Also, some useful features like advanced reporting or automation are locked behind higher-tier plans, which makes it harder for small teams or startups to fully benefit early on.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us solve the problem of scattered and delayed customer communication. Before, it was hard to track inquiries coming in from different channels like email, WhatsApp, and our website. Messages were getting missed or delayed, and it was difficult to manage follow-ups.
Everything is unified in one dashboard, so we can respond faster and more consistently. It also helps us assign tickets to the right team member, track unresolved issues, and maintain a clear support history. The result is improved customer satisfaction, better team coordination, and fewer missed messages—especially important in a CRO where timely support really matters.
Everything is unified in one dashboard, so we can respond faster and more consistently. It also helps us assign tickets to the right team member, track unresolved issues, and maintain a clear support history. The result is improved customer satisfaction, better team coordination, and fewer missed messages—especially important in a CRO where timely support really matters.
Efficient Support, Streamlined Experience
What do you like best about the product?
I like how Zendesk keeps everything in one place — super helpful when you're running a BPO with tons of tickets coming in daily. It’s easy for my team to stay organized, and the automation saves us a ton of time. The interface is clean too, which makes training new agents way smoother.
What do you dislike about the product?
There's nothing major to dislike, but there's always room for improvement and more customisation.
What problems is the product solving and how is that benefiting you?
It helps us handle a big load of customer queries without things getting chaotic. Everything's organized, so my team can work faster and stay on top of things — it’s been a real time-saver for our BPO setup
Balanced B2B Insight
What do you like best about the product?
As a B2B SaaS manager, I appreciate Zendesk Support Suite as a robust, mature solution that delivers on its core promise: unified, efficient, and intelligent customer engagement. Its major strengths lie in omnichannel handling, time-saving automation, and actionable analytics—making it an excellent foundation for sophisticated support operations.
What do you dislike about the product?
However, be prepared for some complexity in setup and incremental cost as you scale beyond basic tiers. Teams should budget not only for licensing but also for training, potential developer time, and add‑on feature costs. If your operation demands high configurability, onboarding flexibility, and predictable pricing, careful planning is essential.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us streamline and scale our customer support operations by unifying all channels—email, chat, web, and social—into a single, centralized workspace. This omnichannel integration ensures that agents have complete context across conversations, which reduces handoffs, improves resolution times, and ultimately delivers a more consistent customer experience.
The platform's automation tools (macros, triggers, AI-based routing) have been particularly beneficial as we’ve grown. They've allowed us to deflect repetitive tickets, enforce SLAs, and maintain response quality with a leaner team. We’ve also gained visibility into performance through robust reporting and analytics—enabling data-driven staffing, training, and workflow optimization decisions.
The platform's automation tools (macros, triggers, AI-based routing) have been particularly beneficial as we’ve grown. They've allowed us to deflect repetitive tickets, enforce SLAs, and maintain response quality with a leaner team. We’ve also gained visibility into performance through robust reporting and analytics—enabling data-driven staffing, training, and workflow optimization decisions.
Support Behemoth
What do you like best about the product?
It's powerful, it's big, and it has a large ecosystem of supporting plugins.
Filters and tags are a powerful feature. Daily use of it in the support team. It was relatively easy to implement and integrate it with our current product.
Ease of use was also straightforward.
Filters and tags are a powerful feature. Daily use of it in the support team. It was relatively easy to implement and integrate it with our current product.
Ease of use was also straightforward.
What do you dislike about the product?
The fact how big it is—it often translated into receiving a support with a 2-3 day delay.
The fact how big the ecosystem was—at times it meant that any additional plugin would need to be purchased off the market, separately from the core product, which was already at a hefty price.
The price in the end drove us away, looking for a more afordable solution.
The fact how big the ecosystem was—at times it meant that any additional plugin would need to be purchased off the market, separately from the core product, which was already at a hefty price.
The price in the end drove us away, looking for a more afordable solution.
What problems is the product solving and how is that benefiting you?
Helpdesk + knowledge base in one app.
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