Zendesk Suite
ZendeskReviews from AWS customer
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ZD Review
What do you like best about the product?
Ease of tracking issues for different customers
What do you dislike about the product?
The reporting isn’t as intuitive S We’d like
What problems is the product solving and how is that benefiting you?
Our application support issues are tracked and resolved quickly and efficiently
Product assistance and optimization
What do you like best about the product?
We use Zendesk as our core platform for all customer interactions, and overall, the experience has been solid. The system is reliable, flexible, and supports our operations at scale. Key features like ticket management, automations, macros, and agent collaboration tools help streamline workflows and improve resolution quality.
What do you dislike about the product?
However, the main reason for not giving a higher score is the support we’ve received when facing technical or product-related issues. It's often frustrating when resolutions take time or when the process feels unclear or overly complex. At times, it’s difficult to trust that the issue will be resolved efficiently, which affects confidence in the platform.
With more consistent, proactive support and clearer troubleshooting processes, Zendesk could move from being a dependable platform to an outstanding partner in our CX strategy.
With more consistent, proactive support and clearer troubleshooting processes, Zendesk could move from being a dependable platform to an outstanding partner in our CX strategy.
What problems is the product solving and how is that benefiting you?
Ticket management solutions and flexible integrations all in one
Support Your Team To Success
What do you like best about the product?
What I like about the Zendesk Support Suite is how it brings all our customer interactions—email, chat, social media, phone, and web—into one place, making it easy to manage conversations. I really appreciate the automation tools and customizable ticket workflows that help my team stay organized and efficient. The AI features, like Answer Bot, are great for handling common questions and saving time. I also like how detailed the reporting is, giving me real-time insights into our performance. The knowledge base and self-service options help reduce tickets, and the wide range of integrations makes it easy to connect with the other tools we use. Plus, it scales well as our team grows, and the mobile app keeps us connected on the go. Overall, it helps us deliver better service and track customer satisfaction.
What do you dislike about the product?
Two things I dislike about the Zendesk Support Suite are the à la carte pricing and the level of support. The pricing structure makes it difficult to maintain and afford everything we need since many features are add-ons, and it would be much better if they offered a bundled package with single pricing. Secondly, their support can sometimes be a little slow to respond, but overall, these are minor criticisms compared to the value the platform provides.
What problems is the product solving and how is that benefiting you?
The problem Zendesk is solving for us is keeping all of our customer service interactions in one centralized location, which makes it much easier to manage conversations across multiple channels. It also provides the metrics and reporting we need to ensure we’re staying on point with our expectations and consistently taking care of our customers’ needs.
Amazing experience with zendesk support
What do you like best about the product?
It seamlessly integrates multiple communication channels like email, social media, phone calls, and live chats into one platform, enhancing customer service efficiency and engagement
What do you dislike about the product?
I don’t see any dislike for support suite
What problems is the product solving and how is that benefiting you?
Centralizes customer interactions from multiple channels (email, chat, voice, social media) into a single interface, ensuring no communication is missed
Informative for our customers
What do you like best about the product?
Ticketing system options available for our team
What do you dislike about the product?
How it will work in the HR realm without taking the HUMAN out of Human Resources
What problems is the product solving and how is that benefiting you?
Customer service
Marketing
IT support
Marketing
IT support
A Great Flexible Product!
What do you like best about the product?
It's incredibly intuitive and there's lots of flexibility in different implementations for our Operations teams.
What do you dislike about the product?
Nothing I can think of! The account management team is responsive!
What problems is the product solving and how is that benefiting you?
We have day to day operational items that need attention from our clients, and lots of queries. We use the system for both and it keeps things streamlined and organized.
We are happy with Zendesk Customer Support
What do you like best about the product?
We are happy with Zendesk Customer Support.
What do you dislike about the product?
The handling of German Umlaut letters could be better.
What problems is the product solving and how is that benefiting you?
Our customers contact us via Zendesk Support and we chat with them.
The Ticket Management is helpful.
The Ticket Management is helpful.
The most reliable platform on the market !
What do you like best about the product?
I use Zendesk to help clients through email. It is easy to manage customer inquiries in one place and very user-friendly. I can organize my tasks, making support more efficient and seamless for my clients. Very easy to assign tasks to the employees by creating channels.Using it on a daily basis really makes my life in the office sooo enjoyable !
What do you dislike about the product?
No complaints. I don´t dislike anything.
What problems is the product solving and how is that benefiting you?
Replying and solving customers' problems
Mediocre platform with abysmal support
What do you like best about the product?
It's relatively easy to use and the ticketing functionality works well most of the time.
What do you dislike about the product?
Where to begin?
- Their support is some of the worst I've ever experienced and gets worse every time.
- Their admin system is buggy
- You have to learn a new programming language to set up a support page using their Knowledge Base product
- The Knowledge Base product is difficult to use and buggy. It routinely deletes images from and messes up formatting in active articles.
- The Analytics function is difficult to use and requires a deep understanding of Zendesk architecture to use successfully.
- Almost all valuable new features are released to enterprise customers only.
- New feature development is heavily focused on call center features that they use to tank the quality of their support and therefore tank yours as well.
- Their support is some of the worst I've ever experienced and gets worse every time.
- Their admin system is buggy
- You have to learn a new programming language to set up a support page using their Knowledge Base product
- The Knowledge Base product is difficult to use and buggy. It routinely deletes images from and messes up formatting in active articles.
- The Analytics function is difficult to use and requires a deep understanding of Zendesk architecture to use successfully.
- Almost all valuable new features are released to enterprise customers only.
- New feature development is heavily focused on call center features that they use to tank the quality of their support and therefore tank yours as well.
What problems is the product solving and how is that benefiting you?
At this point in our 10 year history with Zendesk, they are mostly causing problems for us.
Omnichannel is life
What do you like best about the product?
Using just one platform to manage all CX services, while it is fully customizable and personalizable with the possibility of integrating apps, is very useful and versatile.
What do you dislike about the product?
The reports section, satisfaction does not support NPS and is subject to having a lot of duplication of final users.
What problems is the product solving and how is that benefiting you?
It gathers all communication channels into an easy and standardized interface, facilitating service interactions.
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