Zendesk Suite
ZendeskExternal reviews
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A Robust Customer Support Platform for Growing Businesses
What do you like best about the product?
Zendesk offers a clean, user-friendly dashboard that makes it easy for support agents to manage tickets, track customer interactions, and collaborate with team members.
It integrates seamlessly with email, chat, phone, social media, and even messaging apps like WhatsApp, allowing businesses to provide consistent support across channels.
It integrates seamlessly with email, chat, phone, social media, and even messaging apps like WhatsApp, allowing businesses to provide consistent support across channels.
What do you dislike about the product?
Zendesk isn’t the most budget-friendly option, especially for smaller teams. Advanced features are locked behind higher-tier plans.
What problems is the product solving and how is that benefiting you?
Before Zendesk, customer messages came through various channels (email, chat, phone, social media), making it hard to track and respond efficiently.
Zendesk centralizes all customer interactions in one unified workspace.
Zendesk centralizes all customer interactions in one unified workspace.
Very nice and smooth experience
What do you like best about the product?
Very smooth and convenient to use, easy platform to access.
What do you dislike about the product?
Sometimes it lags a bit, but its easy to access
What problems is the product solving and how is that benefiting you?
Customer support, live chats
Good support with secured access with multiple options available
What do you like best about the product?
Ticketing
Multi support
Live chat and messaging
Automation macros
Agent workspace
Multi support
Live chat and messaging
Automation macros
Agent workspace
What do you dislike about the product?
Feature access
Price and limitations
Data export problem
Mobile app inefficiency
Agent suite account management problem
Price and limitations
Data export problem
Mobile app inefficiency
Agent suite account management problem
What problems is the product solving and how is that benefiting you?
Communication channels
Workflows
Customer visibility
Workflows
Customer visibility
A Flexible tool
What do you like best about the product?
I think one of the new things I like about Zendesk for Customer Service is the increasing adoption of AI-powered automation and assistance for the agents. Features such as AI-powered reply to suggestions, automatic ticket summarization, and AI-powered routing are some of the new things that make the customer support process efficient and effective for the agents.
I also like how Zendesk incorporates AI with the knowledge base, providing customers with relevant articles or responses even before the ticket is assigned to an agent. This is also useful for reducing the overall number of tickets for the customer support teams.
I also think the new feature of enhanced analytics and reporting is useful, as it helps provide a deeper understanding of customer response and resolution, as well as overall customer satisfaction.
I also like how Zendesk incorporates AI with the knowledge base, providing customers with relevant articles or responses even before the ticket is assigned to an agent. This is also useful for reducing the overall number of tickets for the customer support teams.
I also think the new feature of enhanced analytics and reporting is useful, as it helps provide a deeper understanding of customer response and resolution, as well as overall customer satisfaction.
What do you dislike about the product?
One area that can improve for Zendesk for Customer Service is the support provided by their support team. At times, getting support from the Zendesk support team takes a little longer than expected, especially for technical issues.
Another area that can improve for Zendesk for Customer Service is the ease of customizations. Even though the product is powerful, the customizations available for the admin panel can sometimes be a little complex.
Another area that can improve for Zendesk for Customer Service is the ease of customizations. Even though the product is powerful, the customizations available for the admin panel can sometimes be a little complex.
What problems is the product solving and how is that benefiting you?
It is an integrated platform, which is secured and reliable.
We can check out the history of the ticket and can create and search for relevant KBs directly in the ticket panel only
Calculating the workforce and doing calls & chats is just perfect.
It reduces the effort as well the productivity.
We can check out the history of the ticket and can create and search for relevant KBs directly in the ticket panel only
Calculating the workforce and doing calls & chats is just perfect.
It reduces the effort as well the productivity.
Wonderful platform to manage customer interactions
What do you like best about the product?
One platform which brings multiple channels together such as Email, chat, voice, ticketing, macros and analytics together. Users/agents can manage conversations without switching tools. Easy to impement and it can help us automate the repetative tasks with ease.
What do you dislike about the product?
It needs a regular updates, configuration and monitoring to stay effective.
What problems is the product solving and how is that benefiting you?
It helps me to bring multiple channels together such as email, chat, voice etc. It also provides real time dashboards and custom reports which helps in taking a business decision.
Beautiful and Seemless UI
What do you like best about the product?
Customer Support Chat bot with AI agent. The easy of use and UX flow and integrations.
What do you dislike about the product?
Nothing specific , just some AI responses.
What problems is the product solving and how is that benefiting you?
Customer Queries
I recommend Zendesk, still it can be even better
What do you like best about the product?
You can find information easily, you can open several tabs, you can sort your stuff in a custom way. It has a lot of option to create forms . Escalations are easy
What do you dislike about the product?
The ticket status, only 3, on hold, open, and pending. I wish I had another 1 or 2, so I can prioritize my tasks
What problems is the product solving and how is that benefiting you?
It helps me to check previous tickets easily. It helps me to use widgets to get automated responses and check my schedule, all this helps me to save time.
Ease of Use and User Friendly
What do you like best about the product?
Ticket creation, tracking, and response workflows are streamlined and organized. Features like quick ticket updates and internal notes facilitate collaboration and clarity within support teams.
Built-in tools like macros, triggers, and AI-powered responses automate repetitive tasks, proactively address customer needs, and increase productivity
Built-in tools like macros, triggers, and AI-powered responses automate repetitive tasks, proactively address customer needs, and increase productivity
What do you dislike about the product?
While the interface is modern, fully utilizing workflows, automations, and customizations often requires significant onboarding and technical expertise. New users, especially those unfamiliar with support platforms, may need extensive training, adding to implementation time and costs.
The built-in analytics can be confusing to configure, and lower-tier plans typically lack advanced reporting tools or the ability to export ticket data easily. This restricts data-driven performance tracking unless users connect external BI systems or upgrade their plans.
The built-in analytics can be confusing to configure, and lower-tier plans typically lack advanced reporting tools or the ability to export ticket data easily. This restricts data-driven performance tracking unless users connect external BI systems or upgrade their plans.
What problems is the product solving and how is that benefiting you?
Ease of Use
Efficient Customer Service Platform
What do you like best about the product?
Answer customer queries automatically
Respond via chat, email, or messaging
Escalate complex issues to human agents
Auto-suggest replies to customers
Improve ticket responses with AI writing
Summarize long conversations
Respond via chat, email, or messaging
Escalate complex issues to human agents
Auto-suggest replies to customers
Improve ticket responses with AI writing
Summarize long conversations
What do you dislike about the product?
Advanced features available only in higher plans
Per-agent pricing increases quickly for large teams
Some startups find it expensive compared to competitors
Per-agent pricing increases quickly for large teams
Some startups find it expensive compared to competitors
What problems is the product solving and how is that benefiting you?
Great CRM with hardly any downtime! Once I figured out the additional ways to customize tickets it has proved to be a really useful program.
Simplified Customer Support with Zendesk – A Lifesaver!
What do you like best about the product?
One new thing I have appreciated about Zendesk for Customer Service is the improvement in automation and workflow management. Features like advanced triggers and conditional macros have helped reduce repetitive actions and allow agents to focus more on resolving customer issues rather than managing tickets manually. I also like the reporting and analytics dashboards. They provide clear insights into ticket volume, response times, and agent performance, which helps teams identify areas for improvement and manage workloads better.
Another thing I find valuable is the omnichannel capability. Zendesk brings email, chat, and messaging into one workspace, so it is easier to track the full conversation history of a customer. This improves response quality because agents can quickly understand the context without searching across multiple systems. The collaboration features are also useful since internal notes and tagging help teams work together on complex cases without confusing the customer conversation.
Overall, these updates make Zendesk more efficient for daily support operations and help teams deliver faster and more consistent customer service.
Another thing I find valuable is the omnichannel capability. Zendesk brings email, chat, and messaging into one workspace, so it is easier to track the full conversation history of a customer. This improves response quality because agents can quickly understand the context without searching across multiple systems. The collaboration features are also useful since internal notes and tagging help teams work together on complex cases without confusing the customer conversation.
Overall, these updates make Zendesk more efficient for daily support operations and help teams deliver faster and more consistent customer service.
What do you dislike about the product?
One area Zendesk for Customer Service could improve is reporting flexibility. While the analytics tools are powerful, creating highly specific reports still requires time and experience with the reporting interface. Making report building more intuitive would help agents and team leads access insights faster without needing advanced configuration.
The mobile experience could also be stronger. It works well for quick replies and basic ticket checks, but handling complex tickets, bulk actions, or detailed customer histories on mobile can feel limited. Improving mobile navigation and ticket management would make it more useful for agents who work remotely.
Another area for improvement is system performance when handling very large ticket queues or multiple integrations. In high volume environments, the interface can sometimes slow down when loading ticket histories or switching views. Streamlining performance in these scenarios would improve efficiency for support teams.
Overall, Zendesk is a very capable platform, but improvements in reporting simplicity, mobile usability, and performance under heavy workloads would make the experience even better for daily support operations.
The mobile experience could also be stronger. It works well for quick replies and basic ticket checks, but handling complex tickets, bulk actions, or detailed customer histories on mobile can feel limited. Improving mobile navigation and ticket management would make it more useful for agents who work remotely.
Another area for improvement is system performance when handling very large ticket queues or multiple integrations. In high volume environments, the interface can sometimes slow down when loading ticket histories or switching views. Streamlining performance in these scenarios would improve efficiency for support teams.
Overall, Zendesk is a very capable platform, but improvements in reporting simplicity, mobile usability, and performance under heavy workloads would make the experience even better for daily support operations.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has helped solve one of the biggest challenges in customer service — staying organized while managing high volumes of customer queries across different channels.
Before Zendesk, it was hard to track conversations, especially when customers would contact us via email, chat, or even social media. With Zendesk, everything comes into one platform, and each interaction is converted into a ticket that can be tracked, assigned, and followed up — nothing gets lost anymore.
Another problem it solved is response time. With the help of macros, triggers, and canned responses, I can now reply to repetitive questions faster and more consistently, which not only improves productivity but also gives customers quicker solutions.
It also helps in team collaboration — internal notes and ticket assignments make it easy for our team to stay on the same page, even across shifts.
Reporting and analytics, while a bit complex at first, have been useful for identifying trends and spotting areas for improvement in our support process.
Overall, Zendesk has helped us streamline communication, reduce response times, and improve the overall customer experience — and for me personally, it’s reduced a lot of the manual work and stress.
Before Zendesk, it was hard to track conversations, especially when customers would contact us via email, chat, or even social media. With Zendesk, everything comes into one platform, and each interaction is converted into a ticket that can be tracked, assigned, and followed up — nothing gets lost anymore.
Another problem it solved is response time. With the help of macros, triggers, and canned responses, I can now reply to repetitive questions faster and more consistently, which not only improves productivity but also gives customers quicker solutions.
It also helps in team collaboration — internal notes and ticket assignments make it easy for our team to stay on the same page, even across shifts.
Reporting and analytics, while a bit complex at first, have been useful for identifying trends and spotting areas for improvement in our support process.
Overall, Zendesk has helped us streamline communication, reduce response times, and improve the overall customer experience — and for me personally, it’s reduced a lot of the manual work and stress.
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