Zendesk Suite
ZendeskExternal reviews
6,505 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk Review
What do you like best about the product?
What I like best about Zendesk Support Suite is its unified approach to customer service. It brings together multiple support channels—email, chat, phone, and social media—into one integrated platform, making it easier for teams to manage customer interactions efficiently. Additionally, the scalability of the platform ensures it grows with the organization’s needs without becoming overly complex.
What do you dislike about the product?
While it's a powerful tool, configuring workflows, triggers, and automation rules can be time-consuming and often requires a steep learning curve, especially for non-technical users. Additionally, some users find the pricing structure less flexible—certain advanced features or analytics require higher-tier plans. The reporting module, while robust, could benefit from more intuitive custom report building without relying heavily on Zendesk Explore.
What problems is the product solving and how is that benefiting you?
The key benefits include:
Improved response times due to ticket prioritization and workflow automation.
Better visibility and accountability, as all customer interactions are tracked in a single system.
Enhanced customer experience, since agents have full context when responding.
Actionable insights through analytics and dashboards, enabling continuous service improvement.
Improved response times due to ticket prioritization and workflow automation.
Better visibility and accountability, as all customer interactions are tracked in a single system.
Enhanced customer experience, since agents have full context when responding.
Actionable insights through analytics and dashboards, enabling continuous service improvement.
itsnot great as we sont rceive any notificationwhen wereceove a tickrt
What do you like best about the product?
help doc is available on the ticket otself
What do you dislike about the product?
no notification onreceoving a new ticket
What problems is the product solving and how is that benefiting you?
ticketing tool, chat tool and calling all in one place
Zendesk is intuitive and easy to use
What do you like best about the product?
It is easy to pick up and the UI is easy to navigate.
What do you dislike about the product?
There are a few more advanced features that are difficult to use at first.
What problems is the product solving and how is that benefiting you?
It just made my life a lot easier when I was using it.
Work great.
What do you like best about the product?
we believe help should be simple. Our support center is designed for clarity and speed, so whether you're browsing articles or connecting with our team, everything’s just a few clicks away. No confusion. No hassle. Just solutions.
What do you dislike about the product?
It's great for a starter help desk and easy to use. With one click, you can have everything up.
What problems is the product solving and how is that benefiting you?
- Fragmented Communication Channels
It unifies email, chat, phone, social media, and messaging apps into one platform, so agents don’t have to juggle multiple tools.
- Slow Response Times
Automation features like triggers, macros, and AI-powered bots help route tickets and respond faster.
- Lack of Customer Context
Agents get access to full customer histories and conversation threads, enabling more personalized and efficient support
It unifies email, chat, phone, social media, and messaging apps into one platform, so agents don’t have to juggle multiple tools.
- Slow Response Times
Automation features like triggers, macros, and AI-powered bots help route tickets and respond faster.
- Lack of Customer Context
Agents get access to full customer histories and conversation threads, enabling more personalized and efficient support
Recommendations to others considering the product:
Easy to aet up and use.
Best support software
What do you like best about the product?
Zendesk Support Suite is a customer support software that offers streamlined ticket management, customization, omnichannel support, data-driven insights, and scalability, helping businesses deliver exceptional customer experiences.
What do you dislike about the product?
Some potential drawbacks of Zendesk Support Suite include a steep learning curve, high cost, limited reporting capabilities, integration complexities, and user interface issues.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves customer support problems by streamlining inquiries, improving response times, and enhancing customer experience, ultimately benefiting businesses by increasing customer satisfaction, improving efficiency, and informing business decisions.
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.
Seamless omnichannel experience for managing business
What do you like best about the product?
The automation facility provided is seamless without any hassle managing my business needs effectively
What do you dislike about the product?
A bit slow in terms of setup and workflow optimisation
What problems is the product solving and how is that benefiting you?
It has combined by fragmented customer communication across email, chat, calls and social platforms
A Rock-Solid Support Platform that Grows with you
What do you like best about the product?
Zendesk Support Suite shines when it comes to providing an intuitive and centralized experience for managing customer support. The interface is clean, user-friendly, and allows my team to quickly navigate between tickets, chats, and emails without missing a beat. The automation tools and macros save us a ridiculous amount of time, and the ability to create workflows tailored to our process? Chef’s kiss. It's a support nerd’s dream.
What do you dislike about the product?
While Zendesk is powerful, it can sometimes feel a bit bloated, especially when you’re trying to configure new workflows or dig into reporting. The learning curve for advanced features is steeper than I’d like, and integrating third-party apps isn’t always seamless. Their pricing tiers can also get a little spicy if you’re a small business trying to scale gradually.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all our customer interactions—live chat, ticketing, email, and help center—into one streamlined workspace. This consolidation reduces the chaos of jumping between platforms and lets our support agents respond faster, with more context. The automation features like triggers and macros also lighten the manual workload, freeing up time for high-touch customer issues. It’s like giving your support team a jetpack.
Nice experience but would be nice to have a better human interaction with users
What do you like best about the product?
I like that for most concerns, it saves time instead of getting transferred directly to a support agent. It's efficient and catches the keywords of your request.
What do you dislike about the product?
In case I had a concern different than standard, it would require too long a time before receiving real support.
What problems is the product solving and how is that benefiting you?
It solved many of my concern, for example while working and having doubts about a policy. I wrote to the support chat and I had direct link to guidelines and the info I require.
showing 31 - 40