Zendesk Suite
ZendeskReviews from AWS customer
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Good product support team
What do you like best about the product?
We have been using Zendesk Suite at work for a few months, and to be honest, it has been quite reliable. I enjoy having all my communication in one place, either by emails, live chat or social media messages. Our support team can work better with this tool.
Configure it took some time.
I'm sorry, but I didn't realize how difficult it would be to learn. It was not easy to configure the system, but after working, it was not a problem. We can do more work faster with the help of tools that automate and simplify tasks. They are very useful when we have a lot of work to do.
One thing I want is a more flexible price.
Some good things are alone in the most expensive plans, which can be difficult if you don't have much money. Zendesk has made it easier for us to handle support tickets. It may not be perfect, but it can be trusted.
Configure it took some time.
I'm sorry, but I didn't realize how difficult it would be to learn. It was not easy to configure the system, but after working, it was not a problem. We can do more work faster with the help of tools that automate and simplify tasks. They are very useful when we have a lot of work to do.
One thing I want is a more flexible price.
Some good things are alone in the most expensive plans, which can be difficult if you don't have much money. Zendesk has made it easier for us to handle support tickets. It may not be perfect, but it can be trusted.
What do you dislike about the product?
Pricing flexibility of plans is not good and should be improvised to get better compensation.
What problems is the product solving and how is that benefiting you?
Basically customer service for organization and helping them efficiently
What Works Well and Where Support Could Improve
What do you like best about the product?
As a manager, I really value the insights I get from Analytics (formerly Zendesk Explore). It allows me to tie team performance directly to merit-based recognition and promotional decisions. I also appreciate how easy it is to build custom reports and visualize them in dashboards—making it simple to track trends and share results across the organization.
What do you dislike about the product?
My main frustration is how often account assumption is required when I need help recreating an issue—especially when trying to build reports based on Zendesk’s own Explore Recipes. In many cases, my request gets escalated because the first-line agent isn’t able to reproduce or resolve it. I believe it would really streamline support if agents could mimic more scenarios internally or had access to a more robust internal knowledge base for common reporting requests.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve challenges around fair ticket assignment, uneven workload distribution, and lack of visibility into team performance. By providing structured workflows and robust analytics, it enables us to make data-driven decisions, identify trends early, and ensure that support is both efficient and equitable across the team. This ultimately improves team accountability, helps prioritize better, and supports a more scalable support model.
Zendesk Use and its benifits for organization
What do you like best about the product?
Powerful Ticketing System ,Self-Service Capabilities ,Customizable Workflows and Triggers
What do you dislike about the product?
Limited Customization on Lower Plans ,Ticket Views Can Get Cluttered
What problems is the product solving and how is that benefiting you?
our support operations are more streamlined, our SLAs are easier to maintain, and customer satisfaction has significantly improved
Good experience with Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite brings together customer communication from email, chat, social, and phone into one unified workspace, making customer interactions clear and organized. I love how the ticketing system and automations (like triggers and macros) streamline repetitive tasks, help my team keep track of conversations, and deliver quick responses
What do you dislike about the product?
The UI can get confusing for new users, and merging tickets from multiple channels isn’t always automatic. Sometimes, getting quick support from Zendesk itself has been a challenge unless you’re on a premium tier
What problems is the product solving and how is that benefiting you?
It’s helped us drastically reduce ticket closure times and improve customer satisfaction by centralizing every support conversation. With robust automation, multichannel support, and actionable analytics,
Experiene working with Zendesk
What do you like best about the product?
Easy to navigate and easy to respond without any delay
What do you dislike about the product?
Layout could have been more better and it is a bit clumsy
What problems is the product solving and how is that benefiting you?
It enable a proper and easy way of communicating with customers
Great tool
What do you like best about the product?
Zendesk Support Suite is great because it brings all customer conversations (email, chat, voice, social) into one place. It's easy to use, supports automation, offers strong reporting, and has a help center for self-service. It also integrates well with other tools and scales easily as teams grow.
What do you dislike about the product?
Not anything to dislike about Zendesk Support suite
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the problem of scattered customer messages by unifying all channels in one place. It gives agents full context, speeds up responses with automation, and reduces workload through self-service options. This leads to faster support, happier customers, and a more efficient team.
Robust Integration Ecosystem Connects Customer Service with Essential Business Tools
What do you like best about the product?
The overall platform is easy to manage and automation like triggers and macros save us time on repetitive tasks. The integration ecosystem is robust, allowing us to connect Zendesk with other tools we rely on, like Jira and Slack.
What do you dislike about the product?
he admin interface can feel unintuitive at times, especially when setting up advanced workflows. Performance can occasionally lag when handling a high volume of tickets
What problems is the product solving and how is that benefiting you?
Create internal/operational efficiencies
Enhance decision making
Drive innovation
Improve customer relations/service
Enhance decision making
Drive innovation
Improve customer relations/service
Great software aims to solve support tickets
What do you like best about the product?
Easy to use UI and let's you write emails and categorise them properly
What do you dislike about the product?
Certain features like auto refreshing of views is missing
What problems is the product solving and how is that benefiting you?
Managing tickets for support raised by customers is easier with Zendesk. Allows you to track and respond to queries with ease.
A reliable ticketing tool, but not always intuitive
What do you like best about the product?
Zendesk has robust tracking, which is helpful in instances where several individuals are involved with a ticket. There are lots of configurations available for custom categorizations. Integrates easily with apps like Slack.
What do you dislike about the product?
The sort configuration is sometimes overly complex and it can be difficult to find the tickets that need to be addressed when working across multiple groups. Our team has notifications connected with slack, but within Zendesk there isn't a useful notification when trying to manage a high volume of tickets. Would prefer the ability to have multiple assignees (not just by creating a group to assign to, or CC list) to better organize tickets.
What problems is the product solving and how is that benefiting you?
Our team use Zendesk to organize and triage all requests large and small from member companies that we support at our site.
User Friendly
What do you like best about the product?
Pre-built dashboards and custom reports help teams track performance and improve service quality
What do you dislike about the product?
With so many features packed in, new users often feel overwhelmed navigating the interface and understanding how everything connects.
What problems is the product solving and how is that benefiting you?
Instead of juggling emails, chats, calls, and social media separately, Zendesk unifies them into one workspace.
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