Zendesk Suite
ZendeskExternal reviews
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A Unified, Reliable Tool for Multi-Channel Customer Support
What do you like best about the product?
What I like best about Zendesk Support Suite is how it brings all customer communication channels—email, chat, phone, and social media—into a single, unified workspace. This eliminates the need to switch between multiple tools and ensures no customer query is overlooked. I also appreciate its automation and ticket management features, which help prioritize urgent requests, assign them to the right team members, and track resolution progress. The built-in analytics provide clear insights into performance, allowing us to continuously improve response times and customer satisfaction.
What do you dislike about the product?
While Zendesk Support Suite is a powerful platform, one area that could be improved is the complexity of customization. For new users or smaller teams without dedicated technical resources, setting up advanced workflows and automations can feel time-consuming. Additionally, some of the reporting features require extra configuration or add-ons to unlock deeper insights. That said, once the system is fully configured, it delivers excellent value."
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralize all customer inquiries—whether they come via email, chat, phone, or social media—into one place. This prevents missed messages, speeds up response times, and makes it easier to track every interaction. Its automation tools also route tickets to the right team members and set priorities, which improves efficiency. As a result, our team resolves issues faster, maintains better communication with customers, and delivers a more consistent support experience."
Zendesk Has Changed the Way We See Customer Service
What do you like best about the product?
I like the transparency that it offers our team internally. It's easy to use and integrate into our system, and now our team uses it daily for customer support emails - the email portion was easy to implement!
What do you dislike about the product?
I wish there were more assistance in setup, and the support site was more flushed out. However, when I've reached out to customer support, they've been amazing to work with. We've yet to implement the phone side as our IT company is unsure what to do, and I am not sure how to implement this either.
What problems is the product solving and how is that benefiting you?
its really helping us filter emails, the use of macros and rules have been beneficial as well.
User Frindly Platform Plat for for managing customer support
What do you like best about the product?
Easy To use User interface plat form Making it simple to mange support agaents and mange Tickets and respond to customer efficiently
powerfull automation feature Custom Triggers
the reporting and anlaytics tool provide valuable insight into performance and customer satisfaction
easy implemtiation
powerfull automation feature Custom Triggers
the reporting and anlaytics tool provide valuable insight into performance and customer satisfaction
easy implemtiation
What do you dislike about the product?
the intial setup and customization can be time consuming espicaily for new users some advanced features required additional cost which might not be budget friendly for smaller teams the mobile app experince gould be imporved also
What problems is the product solving and how is that benefiting you?
Zendesk Support Helps to centralize all customer inquiries from multiple channels into one platform
making it easier for our support team to track manage and resolve issues efficianlty
it improves colaboration between the team as well and customer satisfication has been increased
making it easier for our support team to track manage and resolve issues efficianlty
it improves colaboration between the team as well and customer satisfication has been increased
Basic functions
What do you like best about the product?
The reports section is very comprehensive and dynamic, easy to use. I implemented it myself and it was very easy to configure everything on my own. Today, our customer support is more agile and dynamic thanks to the system.
What do you dislike about the product?
I really missed a simple feature that I had on the old platform I used, Infobip. There, I had free bots to start service on all channels. On Zendesk, I only managed to do it on live chat. On WhatsApp, to have a bot, I would need to subscribe to the most expensive plan, and today it is not necessary given the size of our organization.
What problems is the product solving and how is that benefiting you?
Data collection, the reports are very good and help a lot in making important decisions.
A good software for customer support
What do you like best about the product?
The automated replies makes the workflow more efficient by cutting the interaction time
What do you dislike about the product?
The AI replies generated can sometimes be not adequately personalized to user
What problems is the product solving and how is that benefiting you?
The dedicated manpower used for this is avoided by this making the deployment process quick and easy
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.
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.
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.
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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