Zendesk Suite
ZendeskExternal reviews
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A Powerful and Scalable Platform for Modern Customer Support
What do you like best about the product?
Zendesk Support Suite offers a clean, intuitive interface that makes it easy for agents to manage tickets across channels like email, chat, and messaging. The triggers, automations, and API capabilities make it highly customizable for complex workflows. I especially like how seamlessly it integrates with 3rd party tools, allowing for smooth cross-team collaboration. The analytics and reporting features are also strong — they give a clear view of performance and customer satisfaction trends. Overall, it’s a reliable platform that scales well as your support operations grow.
What do you dislike about the product?
Pricing is on the higher side for small teams
What problems is the product solving and how is that benefiting you?
Modern Customer support
Support That Actually Solves Problems
What do you like best about the product?
I like how easy it is to manage customer tickets from multiple channels in one place.
The automation tools save us a lot of time by handling repetitive tasks.
The interface is clean and user-friendly, making it easy to train new team members.
The automation tools save us a lot of time by handling repetitive tasks.
The interface is clean and user-friendly, making it easy to train new team members.
What do you dislike about the product?
Navigating efficiently between tickets, users, and different views can be challenging.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has greatly improved the efficiency of our customer service operations. With Zendesk, we are able to handle customer inquiries related to orders, returns, and refunds more effectively.
How Zendesk helps us better support our customers
What do you like best about the product?
What we like most about Zendesk Support Suite is its flexibility and scalability. It allows us to adapt the platform to the unique needs of each customer, regardless of their size or industry.
The omnichannel capabilities and the ease of centralizing all customer interactions in one place make a real difference for support teams. Zendesk’s automation tools and AI features also help improve response times and reduce repetitive work, allowing agents to focus on what really matters — the customer experience.
From a partner perspective, we also value the ease of implementation and integration with other tools, which helps us deliver efficient projects and tangible results faster.
The omnichannel capabilities and the ease of centralizing all customer interactions in one place make a real difference for support teams. Zendesk’s automation tools and AI features also help improve response times and reduce repetitive work, allowing agents to focus on what really matters — the customer experience.
From a partner perspective, we also value the ease of implementation and integration with other tools, which helps us deliver efficient projects and tangible results faster.
What do you dislike about the product?
Overall, Zendesk Support Suite is a comprehensive and dependable platform. However, as is often the case with robust solutions, some of the more advanced configurations may demand extra time or technical know-how.
At times, specific features or integrations are initially launched in English before being fully localized, which can delay adoption for certain customers.
Nevertheless, Zendesk’s ongoing development and solid product roadmap tend to resolve these issues promptly, and the platform continues to improve with each new release.
At times, specific features or integrations are initially launched in English before being fully localized, which can delay adoption for certain customers.
Nevertheless, Zendesk’s ongoing development and solid product roadmap tend to resolve these issues promptly, and the platform continues to improve with each new release.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps our customers centralize all their customer service channels — email, chat, phone, social media, and messaging — in a single, easy-to-manage platform.
This unified approach allows support teams to work more efficiently, reduce response times, and provide a consistent, high-quality experience across every interaction.
For us as a Partner, it means we can implement scalable and measurable solutions that truly improve both customer satisfaction and agent productivity. It also gives us the flexibility to design custom workflows and automations that adapt to each client’s business model, helping them grow while keeping the customer at the center.
This unified approach allows support teams to work more efficiently, reduce response times, and provide a consistent, high-quality experience across every interaction.
For us as a Partner, it means we can implement scalable and measurable solutions that truly improve both customer satisfaction and agent productivity. It also gives us the flexibility to design custom workflows and automations that adapt to each client’s business model, helping them grow while keeping the customer at the center.
Why opt Zendesk for your Business
What do you like best about the product?
Zendesk is a powerful and scalable customer support platform with a user-friendly interface and rich feature set. Implementation is smooth, and it integrates well with popular tools like Slack and Salesforce. While customer support is responsive, Zendesk Voice needs improvement in reliability and functionality. We use it daily to manage tickets, automate workflows, and gain insights through robust reporting
What do you dislike about the product?
Zendesk is a powerful platform for scaling customer support, especially for teams that need flexibility and depth. While there’s room for improvement—particularly in voice capabilities—it remains a top contender in the helpdesk space.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has enabled us to centralize and streamline our customer communications by bringing together email, chat, social media, and phone interactions into one manageable platform. By addressing the issue of fragmented support, it provides unified ticketing, automation, and reporting tools. We have seen improvements in our response times, a reduction in manual workload, and an overall enhancement in customer satisfaction thanks to the consistent and efficient service it allows us to deliver.
Highly Recommended CRM for Customers' Satisfaction
What do you like best about the product?
We can navigate through the insights in order to monitor our customers' satisfaction and agents activity and their performances. At the same time we can also monitor average ticket resolution time calls activity.
What do you dislike about the product?
The call quality is not up to the mark. I have observed the recordings, the quality of sound is not that good while speaking to the customers even after using great quality headphones. I would suggest this needs to be improved.
What problems is the product solving and how is that benefiting you?
We are running an e-commerce company selling furniture in USA. We are resolving all the customer complaints through Zendesk for several years now. Using Zendesk, we are able to get all our customer's queries at one platform and it becomes very easy for us to resolve those queries via Zendesk Support, Tickets, Chats and Calls. We are able to use knowledge base, automated responses to save our agents' time while maintaining the quality of the responses, resulting into more satisfied customers.
Powersul and Easy to Use ITSM Solution
What do you like best about the product?
We transitioned from ServiceNow to Zendesk over 4 years ago. I love it for how easy it is to learn, configure, create new workflows and integrations and how they are responsive to feature requests.
What do you dislike about the product?
There are still a few things that are not available in Zendesk Support Suite that I need, such as a CMDB, or any kind of relational database, though we now have a way to create custom objects and one could build this out on their own. It's definitely on my request list for a future feature!
What problems is the product solving and how is that benefiting you?
We use Zendesk outside of only "normal" service desk and ticketing use cases adding to this the ability for incoming emails for our accounts payable team to get a ticket for every invoice that has to be paid, and for our audit team to have tickets for submissions from store for payment records. Zendesk has been a versatile tool.
Zendesk is scalable for small nonprofits
What do you like best about the product?
Zendesk was straightforward to set up, thanks to its comprehensive library of online resources and outstanding customer support. As a small nonprofit, we required a system that was robust, affordable, and simple to implement. Zendesk surpassed our expectations on all fronts. The addition of AI tools is an extra benefit. Overall, Zendesk has truly changed the way we engage with the public and our partners.
What do you dislike about the product?
I haven't found any negatives so far. My advice is to think about your workflow before diving into configuration, but even if you figure things out as you go, Zendesk remains flexible and easy to adjust.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us distribute information quickly and with greater efficiency than we could have imagined. Zendesk has also helped our team become a learning organization as team members learn from each other through ticket solving.
Great platform packed with features
What do you like best about the product?
We have been using Zendesk Support Suite for more than four years, and it has significantly helped us streamline our workflows and automate processes beyond what we initially expected. The AI tools and features that Zendesk has introduced over time have been especially impressive, and we look forward to seeing how the platform continues to evolve. We're eager to discover the new features they will add in the future.
What do you dislike about the product?
For the most part, Zendesk is easy to set up and doesn't require coding knowledge. However, I do wish there were simpler ways to configure certain features, such as API calls, without needing developer involvement.
One significant area where Zendesk could improve is its voice offering. It would be much more convenient to have all our interactions managed within Zendesk itself, instead of relying on a third-party integration for voice calls.
Another point of frustration is the frequent renaming of products and features. Just as we get used to a new name, it often changes again, which can be confusing.
One significant area where Zendesk could improve is its voice offering. It would be much more convenient to have all our interactions managed within Zendesk itself, instead of relying on a third-party integration for voice calls.
Another point of frustration is the frequent renaming of products and features. Just as we get used to a new name, it often changes again, which can be confusing.
What problems is the product solving and how is that benefiting you?
This tool helps streamline workflows and provides customers with improved self-service options.
Best Tickiting tool for Customer support team
What do you like best about the product?
Best tool to moniter all the tickets raised from the client and generate the reports based on the clients or agents
What do you dislike about the product?
We need to have auto routing of tickets whic is currently too complex
What problems is the product solving and how is that benefiting you?
Moniter all the issues raised by client and manage the tickets at one place also it helps generating reports based on clients or assignee
i personally picked zendesk and build it up as our internal helpdesk
What do you like best about the product?
HR's best virtual friends in the WFH mode
What do you dislike about the product?
There is nothing negative to mention; discovering this was truly a great experience for us.
What problems is the product solving and how is that benefiting you?
We implemented ZenDesk to build a knowledge library, allowing employees to easily find answers and procedures for their most frequently asked questions outside of regular business hours. Additionally, they can submit tickets for further follow-up whenever needed.
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