Zendesk Suite
ZendeskExternal reviews
6,474 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
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.
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.
It has made ticket resolution process, way easier.
What do you like best about the product?
Ease of use.
Collaboration with team.
Easy to mark tickets.
Collaboration with team.
Easy to mark tickets.
What do you dislike about the product?
UI-UX can be improved.
Chat support can also be improved.
Chat support can also be improved.
What problems is the product solving and how is that benefiting you?
It helps manage support tickets and promptly find solutions, FAQ's. Basically, experience ease of work.
Zendesk: Good, but has its quirks
What do you like best about the product?
It's a full package. Omnichannel support and automation are top tier. Agents get everything in one view, and the self-service options are solid.
What do you dislike about the product?
Cost: Pricey, especially for advanced features.
Complexity/Learning Curve: Can be overwhelming initially, especially for smaller teams.
Customer Support: Inconsistent. Sometimes slow/automated responses.
Reporting: Can be difficult to get actionable insights without deep dives.
Mobile App: Can be slow/less efficient.
Complexity/Learning Curve: Can be overwhelming initially, especially for smaller teams.
Customer Support: Inconsistent. Sometimes slow/automated responses.
Reporting: Can be difficult to get actionable insights without deep dives.
Mobile App: Can be slow/less efficient.
What problems is the product solving and how is that benefiting you?
Zendesk consolidates customer interactions from everywhere, speeds up responses, and gives agents full customer history. This saves time, organizes everything, and ultimately means happier customers.
showing 31 - 40