Zendesk Suite
ZendeskExternal reviews
6,490 reviews
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Efficient, Scalable, and User-Friendly Customer Support Platform
What do you like best about the product?
Zendesk Support Suite offers an intuitive and clean interface that makes managing customer queries seamless across email, chat, and social channels. The ticketing system is robust, with automation and triggers that reduce manual work significantly. The integration capabilities with CRM tools, Slack, and other platforms make it easy to embed into existing workflows. Reporting and analytics are detailed, helping teams track performance and identify trends quickly.
What do you dislike about the product?
The pricing can be a bit high for small businesses, especially when scaling to more agents. The customization options for the help center are somewhat limited unless you have coding skills. At times, the reporting dashboard can feel slow when generating complex data sets.
What problems is the product solving and how is that benefiting you?
It centralizes all customer communications into one platform, reducing response times and improving collaboration among support agents. Automation features help route tickets to the right team instantly, while macros and knowledge base integration speed up resolutions. This has led to a noticeable improvement in our CSAT scores and overall customer satisfaction.
Zendesk Support Suite A Powerful Tool with Room for Improvement
What do you like best about the product?
Features like internal notes and team collaboration options help support teams work more effectively together
What do you dislike about the product?
Nothing all is perfect and everything is great and lovely :)
What problems is the product solving and how is that benefiting you?
Customization options allow businesses to create a consistent brand experience across all support channels. This consistency helps build trust and enhances customer relationships.
Zendesk Support Suite is a comprehensive customer service platform
What do you like best about the product?
Custom Views & SLAs
You can set custom ticket views, triggers, and SLA policies based on priority or issue type.
Excellent for managing response/resolution times.
Knowledge Base Integration (Guide)
Seamless link to a self-service help center, reducing ticket volume.
Articles can be suggested automatically within tickets or chats.
Collaboration Tools (Side Conversations, Light Agents)
Easy to involve other departments or escalate issues internally without losing ticket context.
Reporting & Analytics (Explore)
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
You can set custom ticket views, triggers, and SLA policies based on priority or issue type.
Excellent for managing response/resolution times.
Knowledge Base Integration (Guide)
Seamless link to a self-service help center, reducing ticket volume.
Articles can be suggested automatically within tickets or chats.
Collaboration Tools (Side Conversations, Light Agents)
Easy to involve other departments or escalate issues internally without losing ticket context.
Reporting & Analytics (Explore)
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
What do you dislike about the product?
While powerful, some workflows require workarounds or coding via Zendesk API for full flexibility.
UI customization is limited unless using custom themes or third-party integrations.
UI customization is limited unless using custom themes or third-party integrations.
What problems is the product solving and how is that benefiting you?
Good out-of-the-box dashboards for tracking agent performance, ticket volume, CSAT, etc.
Custom reporting possible with some learning curve.
Custom reporting possible with some learning curve.
A Reliable, All-In-One Solution for Customer Support
What do you like best about the product?
Unified platform, automation and macros, user friendly interface
What do you dislike about the product?
Customization limits, learning curve for admin setup
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us consolidate all our customer communications—email, chat, social media into one platform so nothing gets missed
Zendesk
What do you like best about the product?
Interaction and how to access phone and chat communication as emailing to customer is awesome
What do you dislike about the product?
Needs more integrations options in order to have a smoother working process with other apps
What problems is the product solving and how is that benefiting you?
Interactions and communication with customers which impacts to have a better customer service experience given to customers
All in one Support software that works very well.
What do you like best about the product?
Integration with other tools are smooth and amazing, making workflows more efficient.
Search and tagging features make it easy to find past conversations quickly.
The best thing Dashboard is clean and organized, easy to use.
Search and tagging features make it easy to find past conversations quickly.
The best thing Dashboard is clean and organized, easy to use.
What do you dislike about the product?
Time consuming initial setup.
Little costly for some business.
Email notifications delayed.
Little costly for some business.
Email notifications delayed.
What problems is the product solving and how is that benefiting you?
It centralizes all our customer interaction into one platform thats i think very beneficial.
It helps us resolve tickets faster and smooth improve customer experience
It helps us resolve tickets faster and smooth improve customer experience
Easy and Effective Support Tool
What do you like best about the product?
It is easy to use, helps manage customer tickets in one place, and makes tracking and replying to customers fast. The interface is clean and user-friendly.
What do you dislike about the product?
Required some advanced features so user need little help from technical team,
What problems is the product solving and how is that benefiting you?
It helps us manage all customer queries from email, chat, and calls in one platform. This saves time, improves response speed, and keeps our support team organized, which leads to better customer satisfaction......
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.
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
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