Zendesk Suite
ZendeskReviews from AWS customer
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Great tool and really useful
What do you like best about the product?
Easy to use interface and a layman can work with little guidance.
What do you dislike about the product?
Zendesk Support Suite is expensive for full features.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps you handle more customer requests efficiently, respond faster, and track performance, all while growing your support operations as needed.
User Friendly
What do you like best about the product?
As a Customer Support Executive (CSE), what I appreciate most about Zendesk Support Suite is its ability to streamline and enhance the customer support experience through several key features:
Unified Agent Workspace: Zendesk consolidates multiple communication channels—such as email, chat, phone, social media, and self-service portals—into a single, intuitive interface. This integration allows for efficient management of customer interactions without the need to switch between different platforms.
Automation and Macros: The platform offers robust automation tools and reusable macros, enabling quick and consistent responses to common customer inquiries. This not only saves time but also ensures uniformity in communication.
G2
Comprehensive Analytics and Reporting: Zendesk provides detailed dashboards and reports that help monitor key performance indicators (KPIs), track ticket trends, and assess agent productivity. These insights are crucial for continuous improvement and informed decision-making.
Desk365
Customizable Knowledge Base: The self-service knowledge base allows for the creation and maintenance of help articles and FAQs, empowering customers to find answers independently and reducing the volume of support tickets.
Desk365
Scalability and Integration: Zendesk's flexibility makes it suitable for businesses of various sizes. It supports integration with over 1,200 third-party tools, facilitating seamless incorporation into existing workflows and systems.
Software Connect
While Zendesk offers a comprehensive suite of tools to enhance customer support, it's important to note that some users have reported challenges, such as a steep learning curve for new users and complexities in pricing structures.
Desk365
Unified Agent Workspace: Zendesk consolidates multiple communication channels—such as email, chat, phone, social media, and self-service portals—into a single, intuitive interface. This integration allows for efficient management of customer interactions without the need to switch between different platforms.
Automation and Macros: The platform offers robust automation tools and reusable macros, enabling quick and consistent responses to common customer inquiries. This not only saves time but also ensures uniformity in communication.
G2
Comprehensive Analytics and Reporting: Zendesk provides detailed dashboards and reports that help monitor key performance indicators (KPIs), track ticket trends, and assess agent productivity. These insights are crucial for continuous improvement and informed decision-making.
Desk365
Customizable Knowledge Base: The self-service knowledge base allows for the creation and maintenance of help articles and FAQs, empowering customers to find answers independently and reducing the volume of support tickets.
Desk365
Scalability and Integration: Zendesk's flexibility makes it suitable for businesses of various sizes. It supports integration with over 1,200 third-party tools, facilitating seamless incorporation into existing workflows and systems.
Software Connect
While Zendesk offers a comprehensive suite of tools to enhance customer support, it's important to note that some users have reported challenges, such as a steep learning curve for new users and complexities in pricing structures.
Desk365
What do you dislike about the product?
1. Complexity for New Users
The interface can be overwhelming for beginners—especially when trying to set up automations, triggers, or multi-brand workflows without admin experience.
The learning curve is steeper if your support team is small and doesn’t have a dedicated Zendesk administrator.
2. Limited Native Reporting
While Zendesk Explore offers analytics, the default reporting can be restrictive, and advanced dashboards often require a paid plan or complex customization.
Real-time analytics are limited unless you upgrade.
3. Pricing & Add-On Costs
Certain features that feel “basic” (e.g., advanced SLA tracking, in-depth reporting, AI routing) are locked behind higher-tier plans or add-ons.
Costs can rise quickly if you scale the number of agents.
4. Search Function Limitations
Ticket search isn’t always precise; finding older tickets or specific keyword matches can be frustrating without tagging discipline.
5. Automation Constraints
Some automations and workflow rules are not as flexible as competitors like Freshdesk or ServiceNow.
Complex routing often requires multiple triggers and workarounds.
6. Collaboration Hurdles
Side conversations and internal notes work well, but cross-department collaboration can still require switching to other tools (Slack, Teams) for context.
7. Mobile App Shortcomings
Mobile app has limited features compared to the desktop interface—good for quick replies but not for complex ticket management or reporting.
The interface can be overwhelming for beginners—especially when trying to set up automations, triggers, or multi-brand workflows without admin experience.
The learning curve is steeper if your support team is small and doesn’t have a dedicated Zendesk administrator.
2. Limited Native Reporting
While Zendesk Explore offers analytics, the default reporting can be restrictive, and advanced dashboards often require a paid plan or complex customization.
Real-time analytics are limited unless you upgrade.
3. Pricing & Add-On Costs
Certain features that feel “basic” (e.g., advanced SLA tracking, in-depth reporting, AI routing) are locked behind higher-tier plans or add-ons.
Costs can rise quickly if you scale the number of agents.
4. Search Function Limitations
Ticket search isn’t always precise; finding older tickets or specific keyword matches can be frustrating without tagging discipline.
5. Automation Constraints
Some automations and workflow rules are not as flexible as competitors like Freshdesk or ServiceNow.
Complex routing often requires multiple triggers and workarounds.
6. Collaboration Hurdles
Side conversations and internal notes work well, but cross-department collaboration can still require switching to other tools (Slack, Teams) for context.
7. Mobile App Shortcomings
Mobile app has limited features compared to the desktop interface—good for quick replies but not for complex ticket management or reporting.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage customer and sales support more efficiently by centralizing all queries in one place. It allows us to track requests, respond faster, and maintain clear communication with customers. This improves resolution times, enhances customer satisfaction, and gives our sales team better visibility into customer needs.
Zendesk: A Game-changer for streamlined customer support
What do you like best about the product?
Seamless, smart & fully customer-friendly!
What do you dislike about the product?
Challenging at first, but rewards mastery.
What problems is the product solving and how is that benefiting you?
Zendesk brings all our customer chats, calls, and emails into one place, making support faster, smoother, and more personal. It started off a bit tricky, but once you get the hang of it, it’s a game-changer.
Great tool with accountability and trackability for requests
What do you like best about the product?
Easy UI and also ability to upload large files like screenshares
What do you dislike about the product?
From an end user, requester, the ticket can look really messy in the thread (emails showing up within emails).
What problems is the product solving and how is that benefiting you?
As a CSM, it raises the request for any issues but it also tracks the ticket journey to make sure it doesn't get missed.
All in one, Easy to use
What do you like best about the product?
Officially has been using zendesk for more than 2 years is very easy to work on Zendesk handling tickets of calls,Chat and Email, all in one place
What do you dislike about the product?
Sometimes , data is not updated as it should be..
What problems is the product solving and how is that benefiting you?
Officially has been using zendesk for more than 2 years is very easy to work on Zendesk handling tickets of calls,Chat and Email, all in one place
Very solid customer support platform
What do you like best about the product?
Ticket management and knowledge base is so easy to embed into support teams and digital experiences
What do you dislike about the product?
Canned responses should move in an AI-direction now.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage our tickets in an organised way that supports our team to give the best customer experience. The back end and integrations helps us customise to fit our business, and the front end is result in happier customers.
One of the best customer support softwar
What do you like best about the product?
The best thing is it brings all customer conversations email, chat, phone, social media into one unified platform,
It also make it easy for us to respond faster, track issues, and deliver a smooth, consistent customer experience.
It also make it easy for us to respond faster, track issues, and deliver a smooth, consistent customer experience.
What do you dislike about the product?
Limited customization and complex setup for beginners
What problems is the product solving and how is that benefiting you?
Centralizes all customer support, improves response time, boosts satisfaction, enables team collaboration, and offers performance insights.
Powerful and reliable tool for streamlining customer support operations
What do you like best about the product?
Zendesk Support Suite offers a unified and intuitive interface that makes managing tickets, chats, and support queries incredibly efficient. The automation and workflow features—like macros, triggers, and views—save a lot of time and reduce manual errors. The integration with other tools (like Slack, Jira, etc.) works seamlessly, which boosts productivity across teams. Reporting and analytics are also insightful and help us improve our support quality continuously. The knowledge base feature is a bonus for self-serve support.
What do you dislike about the product?
While the platform is robust, the admin configuration interface can be a bit overwhelming for new users. Customization options are plenty, but finding and tweaking the right setting often takes more time than expected. Some integrations (especially third-party) require additional effort to maintain. Also, the mobile app experience could be improved in terms of speed and ticket navigation.
What problems is the product solving and how is that benefiting you?
Zendesk helps us centralize all customer communications in one platform, improving our response time and ensuring no query falls through the cracks. By automating ticket assignment and providing AI-based recommendations, it saves agents time and enhances our support quality. It also empowers customers with self-service tools, reducing repetitive queries. Overall, it improves both customer satisfaction and team efficiency.
My Honest Experience with Zendesk
What do you like best about the product?
What I like best about Zendesk Support Suite is its user-friendly interface and powerful ticket management system. It centralizes customer queries from multiple channels—email, chat, social media—into one dashboard, making it easy to track, prioritize, and respond quickly.
What do you dislike about the product?
The platform is feature-rich, but the learning curve can be steep, especially for team members who are not very tech-savvy. Some advanced customization options require extra technical knowledge or developer support.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has helped us consolidate all customer interactions into one unified platform, eliminating the chaos of managing queries across multiple channels. Instead of switching between emails, chats, and social media messages, our team can now respond from a single dashboard, which saves time and reduces missed communications.
Great experience with Zendesk for handling customer queries
What do you like best about the product?
The best thing about Zendesk Support Suite is that it brings all customer conversations like email, chat, calls, and social media into one place, making it easy to track and resolve issues faster.
What do you dislike about the product?
Sometimes the interface feels a bit heavy, and advanced customisations can be tricky without technical help.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps our university’s IT team manage student and staff requests in one place, track progress, and respond faster. It reduces confusion, avoids duplicate work, and makes it easier to keep everyone updated, improving overall service quality.
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