Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk Experience
What do you like best about the product?
Consolidating all channels of communication
What do you dislike about the product?
I'm not a huge fan of how Zendesk categorizes emails in Outlook. I would like to be able to respond directly in Outlook vs seeing all emails as the ticket being created.
What problems is the product solving and how is that benefiting you?
Consolidating all forms of communication with customers.
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.
Reliable and user-friendly platform for managing customer support
What do you like best about the product?
Zendesk Support Suite has streamlined our customer service workflow with its intuitive ticketing system and automation features. The ability to integrate with other tools and customize workflows has helped us significantly reduce response times and increase customer satisfaction. I also appreciate the analytics dashboard, which provides clear insights into agent performance and customer trends.
What do you dislike about the product?
While Zendesk is powerful, the initial setup and customization can be overwhelming for new users. Some features are hidden behind higher pricing tiers, which limits flexibility for smaller teams.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has helped us centralize all customer communications across channels like email, chat, and social media. This has eliminated the need to switch between tools, improved our response times, and reduced missed customer queries.
Best software to handle customer queries
What do you like best about the product?
Zendesk allows me to interact with the client and solve their queries in a single place.
What do you dislike about the product?
Sometimes, it does not update the queries of client in a real-time.
What problems is the product solving and how is that benefiting you?
It helps me to solve up the customer queries.
It helps me to track the customer queries.
It helps me to track the customer queries.
Great experience
What do you like best about the product?
Zendesk Support Suite brings together email, chat, voice, social messaging (like WhatsApp or Facebook Messenger), and help center queries into one seamless interface. Agents can view and respond across all channels from a single dashboard without switching tools—this is huge for efficiency and customer satisfaction.
What do you dislike about the product?
- Zendesk can get expensive as you add more agents or need advanced features (e.g., AI, advanced analytics, integrations).
• Many features that seem basic (like side conversations or certain automation tools) are only available on higher-tier plans.
• Many features that seem basic (like side conversations or certain automation tools) are only available on higher-tier plans.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the problem of scattered customer communication by unifying all support channels—email, chat, social, and voice—into one platform.
This improves response speed, ensures no query is missed, and gives agents full customer context, leading to faster resolutions and better customer satisfaction.
This improves response speed, ensures no query is missed, and gives agents full customer context, leading to faster resolutions and better customer satisfaction.
Zendesk support suite
What do you like best about the product?
We have been using Zendesk Support Suite extensively, and I would like to share our positive experience:
User-friendly interface: The platform is intuitive, making it easy for both new and experienced agents to navigate and resolve tickets efficiently.
Omnichannel support: Managing emails, chats, and social messaging from a single platform has streamlined our workflows and improved customer response times.
Automation and macros: These features significantly reduce manual effort, ensuring faster resolutions and maintaining consistency in responses.
Robust reporting and analytics: The inbuilt dashboards provide clear insights into ticket volumes, SLAs, and agent performance, helping us make data-driven decisions.
Integration capabilities: Seamless integration with other tools in our ecosystem has enhanced our operational efficiency.
Overall, Zendesk Support Suite has greatly improved our support processes, enhanced customer satisfaction, and empowered our team to deliver better service consistently.
Thank you for continuously innovating and supporting your custome
User-friendly interface: The platform is intuitive, making it easy for both new and experienced agents to navigate and resolve tickets efficiently.
Omnichannel support: Managing emails, chats, and social messaging from a single platform has streamlined our workflows and improved customer response times.
Automation and macros: These features significantly reduce manual effort, ensuring faster resolutions and maintaining consistency in responses.
Robust reporting and analytics: The inbuilt dashboards provide clear insights into ticket volumes, SLAs, and agent performance, helping us make data-driven decisions.
Integration capabilities: Seamless integration with other tools in our ecosystem has enhanced our operational efficiency.
Overall, Zendesk Support Suite has greatly improved our support processes, enhanced customer satisfaction, and empowered our team to deliver better service consistently.
Thank you for continuously innovating and supporting your custome
What do you dislike about the product?
Zendesk Support Suite is powerful but can be expensive, with limited customisation in lower plans and a steep learning curve for advanced reporting.
What problems is the product solving and how is that benefiting you?
It solves the problem of scattered customer communications by bringing email, chat, and social messaging into one platform, enabling our team to respond faster, track issues better, and enhance overall customer satisfaction.
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.
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