Zendesk Suite
ZendeskReviews from AWS customer
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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.
one of Best easy to use and effective support system
What do you like best about the product?
Easy to use
Full customer satisfaction
user friendly
Strong and easy for report analysis
easy to monitor all tickets
Full customer satisfaction
user friendly
Strong and easy for report analysis
easy to monitor all tickets
What do you dislike about the product?
user Customisation is very strictly Not allow fully control
What problems is the product solving and how is that benefiting you?
Its so easy to learn and give you good analytics of ticket and easy to monitor the tickets
I have gone through a very smooth and collaborating serving. I love to use it.
What do you like best about the product?
The best support to help user to resolve quickly the issue which is bring on table.
What do you dislike about the product?
I think, there is still there potential to improving the service quality.
What problems is the product solving and how is that benefiting you?
Getting used of chat
Robust Customer Support Platform with Excellent Integration Features
What do you like best about the product?
Zendesk Support Suite offers a centralized, clean, and intuitive interface that simplifies ticket management across email, chat, and social channels. The automation features like triggers, macros, and workflows save time and increase team efficiency. Integration with Slack and Salesforce also works seamlessly, which helped our support team stay in sync with product and sales.
What do you dislike about the product?
The biggest downside is the steep learning curve when it comes to setting up automations and custom views. Reporting and analytics features are also somewhat limited unless you upgrade to higher-tier plans. The mobile app feels slower and less optimized compared to the desktop version. Customer support response times can be inconsistent on lower plans.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps streamline customer service operations by centralizing tickets across channels like email, chat, and social. It reduces response times, boosts agent productivity through automations, and improves visibility into team performance. The result is better customer satisfaction and more efficient workflows.
Good overall
What do you like best about the product?
Its ability to centralize Customer interaction across various channels like email, chat, Social media
What do you dislike about the product?
Nothing as particular, Everything is good
What problems is the product solving and how is that benefiting you?
About everything
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