Zendesk Suite
ZendeskReviews from AWS customer
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Good tool to manage global support for your customers, can be shined up a little bit
What do you like best about the product?
- Easy ticket management
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
What do you dislike about the product?
Cons:
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
What problems is the product solving and how is that benefiting you?
- Help desk management
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
Clear & concise linking requests to the right department
What do you like best about the product?
Clear and easy to navigate. I'm able to create tickets fast, link documents i need, and organize everything for the support department to know the details of my ask
What do you dislike about the product?
I dont do the integrations, but I wish following a ticket was easier and individually notified in Slack
What problems is the product solving and how is that benefiting you?
It allows Customer Success Managers to create tickets from our clients to our Technical Support staff
Zendesk - One stop for ticket management
What do you like best about the product?
Flexibility of Ticket Management, Integration is quite simple
What do you dislike about the product?
Performance is slow and it impacts Productivity issues
What problems is the product solving and how is that benefiting you?
Helps as a Ticketing tool for tracking, Analyze the tickets and prepare data trends
Zendesk review
What do you like best about the product?
Every cx request becomes a trackable ticket
What do you dislike about the product?
Overly complex reporting, and high cost for features
What problems is the product solving and how is that benefiting you?
Lack of context
Zendesk a type of software designed to help businessess to improve their customer experience
What do you like best about the product?
1) Zendesk dashboard is highly interactive and its views section is fully customizable so in views section our tickets are categorized into solved and unsolved tickets to save our time and effort.
2) also customers are happy, many user friendy UI
3) There is organization section which can group agents and end users together so they collaborate and solve their queries
2) also customers are happy, many user friendy UI
3) There is organization section which can group agents and end users together so they collaborate and solve their queries
What do you dislike about the product?
Already everything is there so not sure
What problems is the product solving and how is that benefiting you?
It offers a ticketing system for processing customers request and provides manager with automation to speed up customer support work
If your company has very specific business units or sub companies then zendesk can organize groups of agents and end users together
If your company has very specific business units or sub companies then zendesk can organize groups of agents and end users together
Support made simple with Zendesk Support Suite
What do you like best about the product?
Best part is that you can get email, chat, phone, social messaging, and more into one workspace.
Don’t have to switch between tools, and customers get consistent experiences across all channels.
Don’t have to switch between tools, and customers get consistent experiences across all channels.
What do you dislike about the product?
Some customization options are restricted or require add-ons and key features often require paid integrations.
What problems is the product solving and how is that benefiting you?
Consolidates emails, chats, calls, and social messages into one unified platform.
Automates workflows, reducing agent workload and errors.
Offers analytics and dashboards to track performance and improve operations.
Spend less time on repetitive tasks and more on resolving issues.
Automates workflows, reducing agent workload and errors.
Offers analytics and dashboards to track performance and improve operations.
Spend less time on repetitive tasks and more on resolving issues.
A Strong Support Tool That Takes Time to Learn
What do you like best about the product?
The dashboard is easy to use and understand, so both new and experienced team members can quickly learn how to use it. The design helps you keep track of customer inquiries and manage several conversations at once without getting stressed out.
What do you dislike about the product?
When you first start using Zendesk, it can feel a bit overwhelming because there are so many features. If your team is new to customer support software or moving from a simpler system, it might take a little while to get the hang of everything and use all the tools effectively.
What problems is the product solving and how is that benefiting you?
One of the best things about Zendesk is that it brings all customer inquiries into one place. Whether customers contact you by email, chat, social media, or phone, everything is collected in one spot. This makes it easier to manage requests and makes sure no customer inquiry gets missed.
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 is very popular and good CRM for chat email and calling.
What do you like best about the product?
I loved the features of Zendesk like play button in emailing CRM
What do you dislike about the product?
Zendesk is a little bit difficult for beginners
What problems is the product solving and how is that benefiting you?
I was working in a office and using they were using outlook but afterwards they have start using zendesk and its best features saved so much time.
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.
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