Zendesk Suite
ZendeskExternal reviews
6,664 reviews
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Empowering Our Team with Seamless Support
What do you like best about the product?
We've been using Zendesk Support Suite for several months now, and it’s been a game-changer for our customer service operations. The interface is intuitive, the automation options are incredibly helpful, and it allows our team to stay organized and respond faster — without losing that human touch.
What really stands out is how Zendesk helps us personalize every interaction, even as we scale. It feels less like a ticketing system and more like a platform for real conversations.
Highly recommend it for teams that care about both efficiency and empathy.
What really stands out is how Zendesk helps us personalize every interaction, even as we scale. It feels less like a ticketing system and more like a platform for real conversations.
Highly recommend it for teams that care about both efficiency and empathy.
What do you dislike about the product?
The interface can be a bit complex for new users, and advanced customization options are somewhat limited. Pricing also adds up quickly as you scale. Support response times could be faster.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage customer queries efficiently by centralizing communication across channels. It streamlines support, improves response time, and ensures no request falls through the cracks — boosting both team productivity and customer satisfaction.
Zendesk: Living Manifestation of Customer Service
What do you like best about the product?
Zendesk's ever evolving UI/UX provides a crystal clear clarity which not only meete an individual's business requirements but it helps users to improvise their work,
What do you dislike about the product?
Do whatever it takes to ensure Zendesk's game changing functionalities do not falter real time.
What problems is the product solving and how is that benefiting you?
Zendesk is the rapidly in the process of becoming the best and not one of the best.
The basic configuration is correcting my grammer while generating conversations or the feature to store custom templates just sets it apart from other CRM tools.
The basic configuration is correcting my grammer while generating conversations or the feature to store custom templates just sets it apart from other CRM tools.
Quick, Efficient and Easy to Use
What do you like best about the product?
The most helpful things about Zendesk support suite is how easy to use it for the support agents after the initial setup.The implementation is also prettry straight forward and we can deploy it in an hour.
The customer support team uses it on a daily basis as they have to provide customer support for our shopify stores
The customer support team uses it on a daily basis as they have to provide customer support for our shopify stores
What do you dislike about the product?
Some of the downsides is that it can be complex for some people to setup initially
What problems is the product solving and how is that benefiting you?
We use it to provide support on various shopify stores that we handle for our clients via pre populated answers or live chat
Zendesk
What do you like best about the product?
Zendesk Support Suite makes it easy to manage customer conversations across email, chat, phone, and social channels—all in one place.
What do you dislike about the product?
Zendesk Support Suite can feel complex to set up, expensive for small teams, and sometimes slow in response handling.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve customer support challenges by streamlining ticket management, enabling faster response times, and providing multichannel support (email, chat, social, etc.). This improves customer satisfaction and makes it easier for support teams to work efficiently.
Zendesk Review - Neha Yadav - First Line Technician (HIPLA - InVentry)
What do you like best about the product?
Not many, its still same for the most of the part for me
What do you dislike about the product?
Still same for me, it could be that our company is not programming it intentionally
What problems is the product solving and how is that benefiting you?
We can access help guides on side
It's an amazing experience with Zendesk Support Suite
What do you like best about the product?
The major thing I would like to apprentice is the service of the Zendesk support and the User Interface
What do you dislike about the product?
Nothing as of now which I have to highlight as dislike
What problems is the product solving and how is that benefiting you?
It will provide the solution to create the ticketing system for my business for Run PG groups
Zendesk
What do you like best about the product?
a unified agent workspace, messaging and reporting and analytics
What do you dislike about the product?
Fast replies and if we can host a chatbots or self service
What problems is the product solving and how is that benefiting you?
Streamline the complex issues
Zendesk for a larger team.
What do you like best about the product?
Everything at 1 place all reports are available for all platforms.
What do you dislike about the product?
This solution is primarily beneficial for larger teams, as the cost for a two-member support team can be high. If you have fewer than 50 support tickets per day, it may end up costing you more than you need to spend. It is designed for larger groups, so if you are a startup with fewer customers, you might want to consider a less expensive option. However, if you have a ticket volume of 500 a day, Zendesk is the best choice.
What problems is the product solving and how is that benefiting you?
Live chat is good
Streamlined Support Experience with Great Automation
What do you like best about the product?
Mostly AI powered assistant & updated interface which seems more smoother.
What do you dislike about the product?
Advance options and configuration options can be difficult to understand for small team or smaller integration.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us centralize all customer interactions across email, chat, and social media in one place, which greatly improves response times and agent productivity. It has streamlined our ticket management process and ensures nothing falls through the cracks. This has led to improved customer satisfaction, better SLA compliance, and more efficient support team operations.
A Versatile Platform for Customer Support- Best for Customization and Multichannel Support
What do you like best about the product?
After implementing Zendesk for a high-growth D2C business, I can say its flexibility has been a huge plus. Connecting Zendesk with our CRM, e-commerce tools, and messaging platforms ensures our agents rarely have to switch tabs, everything they need is right inside their ticket view.
The onboarding process for new team members has always gone smoothly. The UI is clean, intuitive, and logical, so training is quick and most agents feel comfortable handling tickets after minimal instruction. Setting up essential workflows, such as language queues, escalations, and automations is straightforward, and the documentation provides clear, actionable examples for common scenarios.
Zendesk’s omnichannel capabilities are a highlight: tickets from web, email, chat apps, and even social media all arrive in a single queue, keeping things organized and improving our response times. The automation engine is powerful for reducing repetitive work, letting us focus on complex tickets.
Their customer support is generally helpful, too. Most routine queries are addressed via their documentation or user forums, but when we’ve reached out for help on trickier issues, the quality of assistance has been solid — though occasionally response times could be improved during busier periods.
The onboarding process for new team members has always gone smoothly. The UI is clean, intuitive, and logical, so training is quick and most agents feel comfortable handling tickets after minimal instruction. Setting up essential workflows, such as language queues, escalations, and automations is straightforward, and the documentation provides clear, actionable examples for common scenarios.
Zendesk’s omnichannel capabilities are a highlight: tickets from web, email, chat apps, and even social media all arrive in a single queue, keeping things organized and improving our response times. The automation engine is powerful for reducing repetitive work, letting us focus on complex tickets.
Their customer support is generally helpful, too. Most routine queries are addressed via their documentation or user forums, but when we’ve reached out for help on trickier issues, the quality of assistance has been solid — though occasionally response times could be improved during busier periods.
What do you dislike about the product?
Reporting and analytics are definite weak spots. Zendesk Explore covers basic insights, but breaking data down by custom fields, like channel or resolution type, feels cumbersome. As a result, we’ve had to push data to spreadsheets or outside tools for more detailed analysis.
Bulk ticket management remains unintuitive. Mass assignments or edits can take more steps than necessary, wasting valuable team time. The mobile app, while useful for quick replies or status checks, lacks the features needed for comprehensive ticket management on the go.
As for permissions, managing nuanced access for different roles becomes tricky as the team expands. Occasionally, this leads to administrative hassle and user confusion.
While implementation for the basics is easy. We had the essentials up and running within days. Deeper customization and integrations (like connecting advanced workflows or APIs) do require some administrative time and planning. Fortunately, Zendesk’s documentation and community resources help smooth out most bumps in the process
Bulk ticket management remains unintuitive. Mass assignments or edits can take more steps than necessary, wasting valuable team time. The mobile app, while useful for quick replies or status checks, lacks the features needed for comprehensive ticket management on the go.
As for permissions, managing nuanced access for different roles becomes tricky as the team expands. Occasionally, this leads to administrative hassle and user confusion.
While implementation for the basics is easy. We had the essentials up and running within days. Deeper customization and integrations (like connecting advanced workflows or APIs) do require some administrative time and planning. Fortunately, Zendesk’s documentation and community resources help smooth out most bumps in the process
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has made a real difference in how we handle customer service as a team. Before switching, we struggled to keep up with emails, chats, and messages spread across different platforms—lots of things would slip through the cracks, and our agents were always scrambling. Now, Zendesk pulls everything into one place, so nothing gets lost and we can answer customers more quickly, no matter how they contact us.
Automations have been a massive help. Instead of manually routing tickets or performing mindless status updates, we let Zendesk handle it. That frees up our team to actually focus on helping people, not just shuffling tickets. It’s especially noticeable during big sales or campaign launches—Zendesk keeps up even when ticket volumes spike, so our quality of support stays high and agents don’t feel overwhelmed.
We also appreciate how straightforward it is to train new hires. The interface is clear, and most people pick it up after a short walkthrough. Collaboration is better too; agents can seamlessly pass notes or tag in others on tricky tickets, which leads to faster resolutions and sharing of best practices.
Another big plus is how Zendesk connects with our other business tools. All the customer data our agents need : orders, past conversations, account details is right there in the ticket. This means we can give more helpful, informed answers and customers don’t have to repeat themselves.
All these improvements have really tightened up our support operations, improved team efficiency, and ultimately made for a much smoother customer experience as we’ve grown.
Automations have been a massive help. Instead of manually routing tickets or performing mindless status updates, we let Zendesk handle it. That frees up our team to actually focus on helping people, not just shuffling tickets. It’s especially noticeable during big sales or campaign launches—Zendesk keeps up even when ticket volumes spike, so our quality of support stays high and agents don’t feel overwhelmed.
We also appreciate how straightforward it is to train new hires. The interface is clear, and most people pick it up after a short walkthrough. Collaboration is better too; agents can seamlessly pass notes or tag in others on tricky tickets, which leads to faster resolutions and sharing of best practices.
Another big plus is how Zendesk connects with our other business tools. All the customer data our agents need : orders, past conversations, account details is right there in the ticket. This means we can give more helpful, informed answers and customers don’t have to repeat themselves.
All these improvements have really tightened up our support operations, improved team efficiency, and ultimately made for a much smoother customer experience as we’ve grown.
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