Zendesk Suite
ZendeskExternal reviews
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Best for IT Support Desks
What do you like best about the product?
Its on Cloud Only ,no on premise versions (SaaS-only).
Easy to use
Customer support is available more for premium users
It is daily used by organizations
Features are vast
Easy to use
Customer support is available more for premium users
It is daily used by organizations
Features are vast
What do you dislike about the product?
Cost is high when scale up happens and team size increases.
What problems is the product solving and how is that benefiting you?
It benefits by centralize and streamline all interactions
it improves response time and sla adherence through automation
it improves response time and sla adherence through automation
A feature rich chat support tool
What do you like best about the product?
Reporting panel and customised reports, chats supports and hints etc, their approach towards AI, simple and easy to setup. easy integration with lot of frameworks. This make customer support work easy.
What do you dislike about the product?
not find any dislike but prices may be factor for that but their feature justifies that
What problems is the product solving and how is that benefiting you?
Its insights, simple user interface, triggers all benefits in terms for understanding customer behaviour .
Reliable Customer Support Platform for Efficient Ticket Management
What do you like best about the product?
Zendesk continues to be a very reliable platform for managing customer support operations. The ticketing system makes it easy to organize and prioritize customer queries across multiple channels like email, chat, and social media. I also appreciate the automation features and integrations with tools like Slack and CRM systems, which help streamline communication between teams. The knowledge base and self-service features are also helpful in reducing repetitive support queries.
What do you dislike about the product?
While Zendesk is a powerful platform, the pricing structure can be expensive for smaller businesses or startups. The reporting and analytics features could also offer more customization options. Sometimes the interface takes a little time to fully sync updates across channels, which can affect response times slightly.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralize all customer interactions—from email, chat, and social media—into one unified workspace. This eliminates the confusion of switching between platforms and ensures no query is missed. It has improved our team’s response time, reduced customer complaints, and allowed us to offer 24/7 support using automated replies and a helpful knowledge base. The result is a smoother workflow, happier customers, and better team collaboration
Zendesk Support Suite: A Powerful Help Desk with a Premium Price Tag
What do you like best about the product?
What I like best about Zendesk Support Suite is its ability to unify customer interactions across multiple channels—email, chat, phone, social media, and more—into a single, streamlined interface. This omnichannel approach makes it incredibly efficient for support teams to manage conversations without juggling different tools. Its automation capabilities, powered by AI, are another standout feature, helping agents save time through smart ticket routing, canned responses, and workflow triggers. The platform also offers robust analytics and customizable dashboards, which provide valuable insights into team performance and customer satisfaction. Additionally, Zendesk’s extensive integration library and open API make it highly adaptable to various business needs, while its mobile-friendly design ensures agents can stay productive on the go. Overall, it’s a comprehensive and scalable solution for businesses aiming to deliver top-tier customer support.
What do you dislike about the product?
What I dislike about Zendesk Support Suite is its relatively high cost, which can be a barrier for small businesses or startups. Many of its most valuable features—like advanced reporting, custom dashboards, and deeper integrations—are locked behind higher-tier plans, making the entry-level options feel limited. Additionally, the quality of Zendesk’s own customer support has been criticized by users, with reports of slow response times and generic replies that don’t always resolve issues effectively. The platform also has a steep learning curve, especially when setting up complex workflows or navigating its extensive customization options. Some users find the ticketing system lacks flexibility in organizing and tracking customer interactions, and occasional performance issues or downtime during peak hours can further disrupt operations. These drawbacks make Zendesk less appealing for teams seeking a more affordable, hands-on, and intuitive support solution.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is designed to solve several key challenges in customer service and support operations. One of the main problems it addresses is the fragmentation of communication channels—by unifying email, chat, phone, and social media into a single platform, it helps teams manage customer interactions more efficiently. It also tackles slow response times and inconsistent service quality through automation tools like ticket routing, macros, and AI-powered suggestions, which streamline workflows and reduce manual effort. Additionally, Zendesk improves visibility and decision-making with advanced analytics and reporting features, allowing managers to monitor performance and customer satisfaction in real time. For businesses, this translates into faster issue resolution, improved customer experiences, and more scalable support operations—all of which contribute to higher retention and operational efficiency.
Zendesh Support Suite / Zendesh CRM Tool
What do you like best about the product?
Honestly, a great experience already had with the Zendesk Support Suite as the minimilastic view with all the necessary navigation on the go and at an ease accessibility function.
What do you dislike about the product?
Sometimes slow loading and lagging issues but the same is very rare.
What problems is the product solving and how is that benefiting you?
The Suite we are using in the agency is basically for Live Chat interaction with CXs, Raw Data extraction for the users, Knowledge base feed, Social Media Complaints.
Zendesk has been very helpful but recently I have gone through some issues with Mars etc
What do you like best about the product?
Requester identification from their previous contacts
What do you dislike about the product?
Sometimes working with multiple tickets Zendesk fails and lags
What problems is the product solving and how is that benefiting you?
Creating a quick ticket filling the issues and the side lines
IT analysts and application support, in Jira Admin, confluence admin, PMED,PMEX QMS admin
What do you like best about the product?
it is more frequent and customer support, number of features
What do you dislike about the product?
ease of use ese of implementation ease of integration
What problems is the product solving and how is that benefiting you?
it is help to reduce all the Major problem
It is a good tool for managing work related reports and data
What do you like best about the product?
Improved performance of the application.
What do you dislike about the product?
Implementation of agentic AI to streamline the repetitive tasks.
What problems is the product solving and how is that benefiting you?
They enhancing the chatbots. It minimises a lot of work.
Extremely Awesome
What do you like best about the product?
1. Easy to acknowledge tickets and very user-friendly.
2. Simple to acknowledge tickets and easy to use.
3. User-friendly and makes ticket acknowledgement easy.
4. Tickets can be acknowledged easily, and the system is user-friendly.
What do you dislike about the product?
1. Everything works well and is user-friendly.
2. All features work smoothly and the system is user-friendly.
3. Everything functions properly and is easy to use.
4. The system works well and is very user-friendly.
5. Overall, everything works fine and is easy to use.
What problems is the product solving and how is that benefiting you?
Easily solving queries.
A Scalable Platform for Customer Service Excellence
What do you like best about the product?
Zendesk is a user-friendly customer support tool that brings all communication email, chat, calls, and social media into one platform. It saves time with features like automation and macros, offers useful reports to track performance, and allows customization to fit different team needs. It also connects easily with other tools like Slack and Shopify, supports self-service options like FAQs, works well for both small and large teams, and provides secure, mobile-friendly access for agents on the go.
What do you dislike about the product?
In my experience, Zendesk is a solid tool, but it does have a few drawbacks. It can be a bit overwhelming at first, especially when trying to set up or explore advanced features. Some of the more useful options—like detailed reporting or deeper customizations—are locked behind higher-priced plans, which can be limiting. I've also noticed occasional lags, especially when there’s a high volume of tickets. The reporting is helpful but takes time to fully understand. Also, when technical issues come up, Zendesk’s own support team isn’t always quick to respond.
What problems is the product solving and how is that benefiting you?
For me, it’s made handling tickets much smoother and more organized. The automation features help reduce repetitive work, and the reporting tools give helpful insights into performance and areas to improve. Overall, it improves response time, boosts productivity, and makes the support process more efficient and customer-friendly.
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