Zendesk Suite
ZendeskExternal reviews
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Customization and Integration that Facilitate Daily Life
What do you like best about the product?
Ease of customization and integration.
What do you dislike about the product?
The fact of not having an integrated phone (0800) as a purchase option, just like CHAT.
What problems is the product solving and how is that benefiting you?
Integrated service channels (all in the same tool), integrated chat, and uncomplicated workflow.
Quick responses and quality support
What do you like best about the product?
The responses are quick and relevant, which greatly facilitates understanding. I appreciate the clarity of the explanations as well as the quality of the support offered. Moreover, politeness and attentiveness are always present.
What do you dislike about the product?
I have nothing to complain about. Sometimes the advisor changes, but I understand that this can happen if the expertise is elsewhere.
What problems is the product solving and how is that benefiting you?
Overall, all questions regarding our problems and needs are addressed.
Effortless Setup and Intuitive Interface
What do you like best about the product?
I appreciate the straightforward user interface and how quickly the setup process can be completed.
It's really easy to integrate with 3rd party systems.
It's really easy to integrate with 3rd party systems.
What do you dislike about the product?
The main aspect I would like to see improved is the way new windows keep opening every time I navigate between different areas.
What problems is the product solving and how is that benefiting you?
We are now able to interact with our clients more quickly.
The Best Customer Service Software We've Ever Used
What do you like best about the product?
Zendesk has been the overall best software we have used for customer service over the years.
What do you dislike about the product?
I cannot think of anything bad about this software.
What problems is the product solving and how is that benefiting you?
We would get 30+ requests for support daily and this software helped us wade through the nonsense easily.
Seamless Freshcaller Integration Elevates Zendesk Experience
What do you like best about the product?
Fresh caller integration with zendesk makes it better
What do you dislike about the product?
Nothing such to improve and appreciate .
What problems is the product solving and how is that benefiting you?
Multiple different platforms to get info and data
User-Friendly Interface Makes Tasks a Breeze
What do you like best about the product?
The easy to use interface. I love how quickly I can execute a ticket from start to completion.
What do you dislike about the product?
I am pretty new to this software platform, so far I have not yet ran into anything that I'm not satisfied with.
What problems is the product solving and how is that benefiting you?
ZenDesk takes time off my schedule allowing me to focus my time on other tasks to run my business. It has a very intuitive process walkthrough for managing customer support.
Great Organization and Efficiency, But Key Features Locked Behind Paywall
What do you like best about the product?
I like the organization of Zendesk Support Suite. The ability to properly assess what kind of support inquires we're getting, the ability to accurately measure how many responses our team is giving. A centralized place for reviewing what information comes in that is accessible to multiple users without the need of a shared gmail inbox. I love that we can reduce the energy spent on tickets with pre-built macros; I love that we can feel a proper sense of accomplishment with "resolved" and "closed" tickets. I found the initial overview of Zendesk's youtube videos extremely helpful in understanding how Zendesk could fit itself into our operations and be the solution to a lot of our pinch points. Although it required several days of trial-and-error set up, I was able to get Zendesk up and running and our team was able to transition into the software, feeling more comfortable about the information coming in. Zendesk has been a great reliever of tension for our support team and support operations. We use Zendesk daily, and we appreciate it allowing us to respond to all of our customers within 24 hours.
What do you dislike about the product?
The paywalling of critical features is not my favorite business practice. Considering inbox management is a key selling point of the software for customer support teams, the ability to email the ticket via Side Conversations is pretty integral to the customer support experience, and makes onboarding the program especially difficult in the transition period as other parties will not know how to use Zendesk; or we may not want them to utilize Zendesk. There's also an initial technical barrier when trying to set up and implement more of Zendesk's features. Like, the forms being robust internally but extremely difficult to integrate into our external websites is a big negative and hard to work around. I also find it requires a lot of self-study. Every new term or feature links to a wikipedia like page that requires trying to read it, and since there's often features on that page you are also new to, it becomes a downwards spiral of trying to understand concepts and features without clear examples to really anchor yourself to.
What problems is the product solving and how is that benefiting you?
Zendesk helps us ditch the overstuffed shared gmail inbox the company has been using for years. It helps us keep track of our open support tickets and communicate more effectively with the ticket organizational system. It gives us numbers and data to use (even if the more nuanced data points are paywalled...). It gives customer support at my company its own legs and makes it feel more reliable and trustworthy. It allows anyone in my company to be trained to do support. It allows an automated initial response which takes care of the headache of people wondering if their email went anywhere. It's been pretty helpful.
Flexible Integrations, But Reporting Needs Improvement
What do you like best about the product?
I love the flexibility that Zendesk has. I also like the wide range of integrations Zendesk has available to improve workflows.
What do you dislike about the product?
Reporting can be a little tricky to understand.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me understand where the bulk of our support efforts are via their reporting. This is also the foundation on which we plan to build automations for employee self service.
Unique Features of Zendesk Support Suite
What do you like best about the product?
I liked best features of Zendesk Support Suite because it is all in one platform centralized communication across multiple channels.Other top rated features like esse of its use with efficiency,reduced manual work,AI chat Chatbots,self service options, Customisation and important it's different pricing tiers.I recommend this software strongly.
What do you dislike about the product?
For small business it is expensive due to its high cost and complex pricing. Sometime integration issues, limited customisation, cancellation difficulties noticed.
What problems is the product solving and how is that benefiting you?
Most important support it brings together support from different Channels like email,chat, phone, media into a single preventing customers having to repeat themselves.Overall it is best for improved productivity,faster resolution,better team performance.
Streamlined support with powerful automation
What do you like best about the product?
What I like best about Zendesk Support Suite is its ease of use and how quickly new agents can adapt to it. The implementation process was straightforward — we were able to get it up and running with minimal technical help. The customer support team at Zendesk is very responsive and always provides practical solutions when issues arise. We use Zendesk frequently throughout the day, and it remains reliable even with heavy ticket volumes. The number of features available—from macros to triggers, reporting, and multi-channel messaging—covers nearly everything we need to run an efficient support desk. Lastly, the ease of integration with our CRM, and internal tools makes it a seamless part of our workflow.
What do you dislike about the product?
While overall powerful, the initial setup and configuration can be a bit complex, especially when integrating multiple brands or departments
What problems is the product solving and how is that benefiting you?
I work in Customer Experience (CX) Support at Simpli Home, and Zendesk Support Suite has been a key part of streamlining our daily operations. It brings all our customer conversations—email, chat, and social—into a single unified dashboard, which makes handling high ticket volumes much easier. The automation tools and AI agents save hours every week by categorizing and routing tickets automatically, allowing our team to focus on high-value interactions.
The knowledge base and self-service features have reduced repetitive inquiries and improved our response times significantly. The reporting and analytics tools also help us monitor agent performance and identify areas to improve customer satisfaction. Overall, Zendesk has helped us maintain a consistent, personalized, and efficient support experience for our customers
The knowledge base and self-service features have reduced repetitive inquiries and improved our response times significantly. The reporting and analytics tools also help us monitor agent performance and identify areas to improve customer satisfaction. Overall, Zendesk has helped us maintain a consistent, personalized, and efficient support experience for our customers
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