Zendesk Suite
ZendeskReviews from AWS customer
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Efficient, Scalable, and User-Friendly Customer Support Platform
What do you like best about the product?
Zendesk Support Suite offers an intuitive and clean interface that makes managing customer queries seamless across email, chat, and social channels. The ticketing system is robust, with automation and triggers that reduce manual work significantly. The integration capabilities with CRM tools, Slack, and other platforms make it easy to embed into existing workflows. Reporting and analytics are detailed, helping teams track performance and identify trends quickly.
What do you dislike about the product?
The pricing can be a bit high for small businesses, especially when scaling to more agents. The customization options for the help center are somewhat limited unless you have coding skills. At times, the reporting dashboard can feel slow when generating complex data sets.
What problems is the product solving and how is that benefiting you?
It centralizes all customer communications into one platform, reducing response times and improving collaboration among support agents. Automation features help route tickets to the right team instantly, while macros and knowledge base integration speed up resolutions. This has led to a noticeable improvement in our CSAT scores and overall customer satisfaction.
Zendesk Support Suite A Powerful Tool with Room for Improvement
What do you like best about the product?
Features like internal notes and team collaboration options help support teams work more effectively together
What do you dislike about the product?
Nothing all is perfect and everything is great and lovely :)
What problems is the product solving and how is that benefiting you?
Customization options allow businesses to create a consistent brand experience across all support channels. This consistency helps build trust and enhances customer relationships.
Zendesk Support Suite is a comprehensive customer service platform
What do you like best about the product?
Custom Views & SLAs
You can set custom ticket views, triggers, and SLA policies based on priority or issue type.
Excellent for managing response/resolution times.
Knowledge Base Integration (Guide)
Seamless link to a self-service help center, reducing ticket volume.
Articles can be suggested automatically within tickets or chats.
Collaboration Tools (Side Conversations, Light Agents)
Easy to involve other departments or escalate issues internally without losing ticket context.
Reporting & Analytics (Explore)
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
You can set custom ticket views, triggers, and SLA policies based on priority or issue type.
Excellent for managing response/resolution times.
Knowledge Base Integration (Guide)
Seamless link to a self-service help center, reducing ticket volume.
Articles can be suggested automatically within tickets or chats.
Collaboration Tools (Side Conversations, Light Agents)
Easy to involve other departments or escalate issues internally without losing ticket context.
Reporting & Analytics (Explore)
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
What do you dislike about the product?
While powerful, some workflows require workarounds or coding via Zendesk API for full flexibility.
UI customization is limited unless using custom themes or third-party integrations.
UI customization is limited unless using custom themes or third-party integrations.
What problems is the product solving and how is that benefiting you?
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
Custom reporting possible with some learning curve.
A Reliable, All-In-One Solution for Customer Support
What do you like best about the product?
Unified platform, automation and macros, user friendly interface
What do you dislike about the product?
Customization limits, learning curve for admin setup
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us consolidate all our customer communications—email, chat, social media into one platform so nothing gets missed
Zendesk
What do you like best about the product?
Interaction and how to access phone and chat communication as emailing to customer is awesome
What do you dislike about the product?
Needs more integrations options in order to have a smoother working process with other apps
What problems is the product solving and how is that benefiting you?
Interactions and communication with customers which impacts to have a better customer service experience given to customers
All in one Support software that works very well.
What do you like best about the product?
Integration with other tools are smooth and amazing, making workflows more efficient.
Search and tagging features make it easy to find past conversations quickly.
The best thing Dashboard is clean and organized, easy to use.
Search and tagging features make it easy to find past conversations quickly.
The best thing Dashboard is clean and organized, easy to use.
What do you dislike about the product?
Time consuming initial setup.
Little costly for some business.
Email notifications delayed.
Little costly for some business.
Email notifications delayed.
What problems is the product solving and how is that benefiting you?
It centralizes all our customer interaction into one platform thats i think very beneficial.
It helps us resolve tickets faster and smooth improve customer experience
It helps us resolve tickets faster and smooth improve customer experience
Basic functions
What do you like best about the product?
The reports section is very comprehensive and dynamic, easy to use. I implemented it myself and it was very easy to configure everything on my own. Today, our customer support is more agile and dynamic thanks to the system.
What do you dislike about the product?
I really missed a simple feature that I had on the old platform I used, Infobip. There, I had free bots to start service on all channels. On Zendesk, I only managed to do it on live chat. On WhatsApp, to have a bot, I would need to subscribe to the most expensive plan, and today it is not necessary given the size of our organization.
What problems is the product solving and how is that benefiting you?
Data collection, the reports are very good and help a lot in making important decisions.
A good software for customer support
What do you like best about the product?
The automated replies makes the workflow more efficient by cutting the interaction time
What do you dislike about the product?
The AI replies generated can sometimes be not adequately personalized to user
What problems is the product solving and how is that benefiting you?
The dedicated manpower used for this is avoided by this making the deployment process quick and easy
Not included latest technology and features with AI
What do you like best about the product?
I used Jira multiple time they have summary of the ticket and link it to related one and many AI feature for dashboard creation also which is missing here
What do you dislike about the product?
Not included colour of the ticket on bases on priority and some icon by which we can just have a idea about it without reading the text
What problems is the product solving and how is that benefiting you?
Manage my business and coordination
Easy and Effective Support Tool
What do you like best about the product?
It is easy to use, helps manage customer tickets in one place, and makes tracking and replying to customers fast. The interface is clean and user-friendly.
What do you dislike about the product?
Required some advanced features so user need little help from technical team,
What problems is the product solving and how is that benefiting you?
It helps us manage all customer queries from email, chat, and calls in one platform. This saves time, improves response speed, and keeps our support team organized, which leads to better customer satisfaction......
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