Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Great variety of settings to customize the app
What do you like best about the product?
I like the variety of settings that the app offers to the user.
What do you dislike about the product?
The template our customer service team expresses that it could be better.
What problems is the product solving and how is that benefiting you?
Help to clear up doubts about our products and also contribute to the standardization of services.
Centralizes Customer Conversations with Powerful Automation at Scale
What do you like best about the product?
It centralizes all customer conversations (email, chat, social, etc.) into one system with strong automation, making it faster and easier for agents to resolve issues consistently at scale.
What do you dislike about the product?
Zendesk’s biggest drawbacks are its complexity and cost: it can feel overwhelming to set up and manage, especially for smaller teams, and many advanced features like analytics, automation, or AI require higher-tier plans or add-ons, making it expensive as you scale.
What problems is the product solving and how is that benefiting you?
It centralizes all customer interactions from email, chat, phone, social media, and messaging into one unified workspace so nothing slips through the cracks and agents don’t have to switch tools constantly, which speeds up response and resolution times. It automates repetitive tasks like ticket routing, responses, and prioritization so support teams can focus on meaningful work instead of manual busywork. It also provides a knowledge base and self-service options that help customers find answers on their own, reducing support volume. Finally, analytics and reporting give insight into performance trends and areas to improve, helping teams improve service quality and efficiency over time.
Easy to Use with Useful Features
What do you like best about the product?
Easy to use, usefull feature, user friendly
What do you dislike about the product?
Sometimes there is latency occurred, service delay
What problems is the product solving and how is that benefiting you?
Users day to day query
Cohesive, Smart, and User-Friendly—with Amazing Customer Support
What do you like best about the product?
Cohesive, very smart, easy to use once you understand it, very user friendly, and amazing vustomer support
What do you dislike about the product?
It is so helpful you might get overwhelmed by how inclusive it is.
What problems is the product solving and how is that benefiting you?
Made a very complex bureaucrtic and paper work dense procedures much easier to complete effectively in one place
Scalable Zendesk Automation That Keeps Support Organized and Fast
What do you like best about the product?
The best part of Zendesk is its scalability. Whether you're a team of two or two hundred, the automation and triggers keep things from falling through the cracks. It turns a messy inbox into an organized, searchable system that actually helps us provide faster support
What do you dislike about the product?
Zendesk feels like it was built for enterprises. For a smaller team, the setup complexity is overkill. We found ourselves paying for a lot of 'bloat' features we didn't need, while still struggling to get a simple, clean interface for our agents without hiring a consultant.
What problems is the product solving and how is that benefiting you?
Without a ticketing system, it’s easy for customer requests to get lost. Zendesk ensures every inquiry has a unique ticket ID and a clear owner.
Zendesk Streamlines Support with Flexible Automation and Clear Reporting
What do you like best about the product?
Zendesk makes handling customer support feel organized and manageable, even when ticket volume is high. Everything emails, chats and customer history is available in one place, which makes responding faster and more consistent. What i like most is how flexible and scalable it is. Automation macros, and clear workflows save a lot of time, and the reporting helps teams understand where improvements are needed. Overall it makes customer service smoother, more efficient and less chaotic for both agents and customer
What do you dislike about the product?
Zendesk can feel a bit overwhelming at first because there are so many features and configuration options. It takes time to set up properly and can be confusing for new users. another thing is pricing, many useful features and integrations are locked behind higher plans, which can e tough for smaller teams. also when ticket volume is high the interface can feel slightly cluttered. i
What problems is the product solving and how is that benefiting you?
Zendesk solves common problem of managing customer support across different channels without losing track of conversations. instead of juggling emails, chats social messages and support tickets separately everything get brought into one organized system. This helps reduce confusion and ensured that no customer request gets forgotten or duplicated. For me this is beneficial because it keeps all customer interactions clear and easy to follow. Automated workflows, tagging and prioritization help me respond faster, stay on top of pending issues, and spend less time on repetitive tasks, It also gives better visibility into what customers need, so i can make smarter decisions and improve the overall support experience. it makes day to day support work less chaotic and more efficient.
Zendesk-Customer -Life Cycle Management
What do you like best about the product?
I like how Zendesk brings all customer communication into one place. It’s easy to track tickets, see conversation history, and make sure nothing gets missed. The automation rules and macros save a lot of time, and it helps the team respond faster and more consistently.
What do you dislike about the product?
Certain useful features are only available in higher plans, which can make it expensive as your needs grow. example Sierra.
What problems is the product solving and how is that benefiting you?
Before Zendesk, support requests were coming from different channels (Fresh-desk)and were hard to track. Zendesk centralizes everything, so there’s better visibility, faster response times, and fewer missed or forgotten tickets. This has improved customer satisfaction and made support operations more organised and efficient.
Super Easy to Use with User-Friendly Reporting Suites
What do you like best about the product?
It’s super easy to use and the reporting suites set up are user friendly
What do you dislike about the product?
The dashboards are very labour intensive to change
What problems is the product solving and how is that benefiting you?
Am easy to use unified crm platform which can be owned and managed with a pass thru cost
Chat page and Email page interface
What do you like best about the product?
Zendesk chat page and email page opens on two different pages and has different interface and it is a really good thing. Also runs quite smoothly which makes switching task quite easy. As soneone who has used 5 different software for support I find Zendesk the best because it helps me do everything in a blink without lagging.
What do you dislike about the product?
Zendesk doesnt provide data segregation that good.
What problems is the product solving and how is that benefiting you?
Zendesk helps me manage customer queries efficiently by keeping chat and email conversations organized in one place. It improves response time, tracking, and collaboration, making it easier to resolve issues accurately and maintain a smooth customer experience. Also, I can track my performace very fast and accurately.
Effortless, Secure, and Accessible Experience
What do you like best about the product?
Easy to use, secure and accessible, has all the needed features
What do you dislike about the product?
Can sometimes get confusing for first time users
What problems is the product solving and how is that benefiting you?
It is fully customizable, and puts all your customer service needs in one place, can be used for calls or live chats and saves you the hassle of multiple platforms
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