Zendesk Suite
ZendeskExternal reviews
6,505 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
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.
It has made ticket resolution process, way easier.
What do you like best about the product?
Ease of use.
Collaboration with team.
Easy to mark tickets.
Collaboration with team.
Easy to mark tickets.
What do you dislike about the product?
UI-UX can be improved.
Chat support can also be improved.
Chat support can also be improved.
What problems is the product solving and how is that benefiting you?
It helps manage support tickets and promptly find solutions, FAQ's. Basically, experience ease of work.
Zendesk: Good, but has its quirks
What do you like best about the product?
It's a full package. Omnichannel support and automation are top tier. Agents get everything in one view, and the self-service options are solid.
What do you dislike about the product?
Cost: Pricey, especially for advanced features.
Complexity/Learning Curve: Can be overwhelming initially, especially for smaller teams.
Customer Support: Inconsistent. Sometimes slow/automated responses.
Reporting: Can be difficult to get actionable insights without deep dives.
Mobile App: Can be slow/less efficient.
Complexity/Learning Curve: Can be overwhelming initially, especially for smaller teams.
Customer Support: Inconsistent. Sometimes slow/automated responses.
Reporting: Can be difficult to get actionable insights without deep dives.
Mobile App: Can be slow/less efficient.
What problems is the product solving and how is that benefiting you?
Zendesk consolidates customer interactions from everywhere, speeds up responses, and gives agents full customer history. This saves time, organizes everything, and ultimately means happier customers.
Easy and simple to use
What do you like best about the product?
This platform is not complicated.it is very easy to setup and use
What do you dislike about the product?
I don't really have anything I dislike about Zendesk
What problems is the product solving and how is that benefiting you?
It is much easier to train stuff to use Zendesk as it is very easy to use as I have mentioned this before
Robust tool
What do you like best about the product?
As an admin, there are a lot of custom rules and workflows that you can set up for your team, and that is really useful.
What do you dislike about the product?
As an administrator, I don't like how you can't delete staff/agent accounts from the admin portal, you have to go into Zendesk support to "downgrade" them to an end-user. Its clunky and has left unwanted artifacting after employees have left in the past.
What problems is the product solving and how is that benefiting you?
Customer support is robust
Helpful tool for scaling customer support
What do you like best about the product?
It allows us to mature our support organization, pretty easily.
What do you dislike about the product?
It seems tricky to be able to communicate with customers via SMS
What problems is the product solving and how is that benefiting you?
It allows us to centralize our support team communications, and prevent duplicate work
Daily use of Zendesk
What do you like best about the product?
Organization of tickets by platform and reports
What do you dislike about the product?
Organization of tickets by order of arrival and some limitations
What problems is the product solving and how is that benefiting you?
I can concentrate all the tickets from different platforms in one place, enabling greater organization and efficiency in service.
Does the job
What do you like best about the product?
Easy to set up and maintain, with good performance analytics.
What do you dislike about the product?
The AI offering is weak - it's hard to use and there isn't much helpful.
What problems is the product solving and how is that benefiting you?
Bringing all of our customer enquiries from multiple channels into one place
An effective support system
What do you like best about the product?
Easy to use and customize. Enables quick communication with all interested parties.
What do you dislike about the product?
The high pricing per seat makes it costly to include all those who need to be.
What problems is the product solving and how is that benefiting you?
Managing support ticket creation and their resolution.
showing 41 - 50