Zendesk Suite
ZendeskExternal reviews
6,652 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk Support Suite: A Powerful Help Desk with a Premium Price Tag
What do you like best about the product?
What I like best about Zendesk Support Suite is its ability to unify customer interactions across multiple channels—email, chat, phone, social media, and more—into a single, streamlined interface. This omnichannel approach makes it incredibly efficient for support teams to manage conversations without juggling different tools. Its automation capabilities, powered by AI, are another standout feature, helping agents save time through smart ticket routing, canned responses, and workflow triggers. The platform also offers robust analytics and customizable dashboards, which provide valuable insights into team performance and customer satisfaction. Additionally, Zendesk’s extensive integration library and open API make it highly adaptable to various business needs, while its mobile-friendly design ensures agents can stay productive on the go. Overall, it’s a comprehensive and scalable solution for businesses aiming to deliver top-tier customer support.
What do you dislike about the product?
What I dislike about Zendesk Support Suite is its relatively high cost, which can be a barrier for small businesses or startups. Many of its most valuable features—like advanced reporting, custom dashboards, and deeper integrations—are locked behind higher-tier plans, making the entry-level options feel limited. Additionally, the quality of Zendesk’s own customer support has been criticized by users, with reports of slow response times and generic replies that don’t always resolve issues effectively. The platform also has a steep learning curve, especially when setting up complex workflows or navigating its extensive customization options. Some users find the ticketing system lacks flexibility in organizing and tracking customer interactions, and occasional performance issues or downtime during peak hours can further disrupt operations. These drawbacks make Zendesk less appealing for teams seeking a more affordable, hands-on, and intuitive support solution.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is designed to solve several key challenges in customer service and support operations. One of the main problems it addresses is the fragmentation of communication channels—by unifying email, chat, phone, and social media into a single platform, it helps teams manage customer interactions more efficiently. It also tackles slow response times and inconsistent service quality through automation tools like ticket routing, macros, and AI-powered suggestions, which streamline workflows and reduce manual effort. Additionally, Zendesk improves visibility and decision-making with advanced analytics and reporting features, allowing managers to monitor performance and customer satisfaction in real time. For businesses, this translates into faster issue resolution, improved customer experiences, and more scalable support operations—all of which contribute to higher retention and operational efficiency.
IT analysts and application support, in Jira Admin, confluence admin, PMED,PMEX QMS admin
What do you like best about the product?
it is more frequent and customer support, number of features
What do you dislike about the product?
ease of use ese of implementation ease of integration
What problems is the product solving and how is that benefiting you?
it is help to reduce all the Major problem
A Powerful and Easy-to-Use Customer Support Platform
What do you like best about the product?
Zendesk Support Suite helps us manage customer inquiries from our website, email, and social media in one unified dashboard. For our e-commerce operations, quick response times are critical—and Zendesk’s automation features like macros and triggers help us handle high volumes efficiently. It also integrates well with our order management system, making it easy to track and resolve customer issues fast.
What do you dislike about the product?
While Zendesk Support Suite is very efficient overall, the pricing can be a bit steep for small or growing e-commerce businesses. Some advanced features like detailed analytics or certain integrations are only available in higher-tier plans. Also, the mobile app could be more responsive—it sometimes lags when handling tickets on the go.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer interactions from multiple platforms—email, chat, and social media—into one place. This eliminates the confusion of switching between tools and ensures that no customer query is missed. For our e-commerce business, this means faster response times, better customer satisfaction, and a more organized workflow for our support team. It also helps us monitor team performance and identify areas for improvement through detailed analytics.
Zendesk Support
What do you like best about the product?
Zendesk Support suite is favoured for its integrated, omni channel approach to customer service.
What do you dislike about the product?
A common dislike about Zendesk Support suite is that it can be complex and overwhelming.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite is used by business to manage and improve customer service interaction across multiple channels.
Zendesk Support Suite Review
What do you like best about the product?
Recently, I also appreciate Zendesk’s AI-powered features, such as intelligent ticket routing, suggested macros, and automated responses, which help agents resolve customer issues faster. The self-service capabilities, including AI-powered help centers and bots, allow customers to find answers quickly without needing to contact support
What do you dislike about the product?
Overall, while Zendesk is a powerful tool, improvements in pricing flexibility, ease of setup, and reporting usability could make it even more effective for a wider range of organizations.
What problems is the product solving and how is that benefiting you?
I use Zendesk Support Suite for integration purposes as a developer, working on custom solutions tailored to one of my client's support operations.
Zendesk is pioneer in customer service that provide many other features as well
What do you like best about the product?
Zendesk has brought new ways to improve the overall CRM experience.
What do you dislike about the product?
Nothing for now. Everything is working like a charm.
What problems is the product solving and how is that benefiting you?
Zendesk helps in providing top notch customer support. It helps in giving timely response and retaining customer. Updating the team about customer support concerns.
Great way to connect worldwide
What do you like best about the product?
The AI bot usage for generic replies to FAQs saves time and gives instant response to clients.
What do you dislike about the product?
Report download and dashboard interface for easy view and analysis
What problems is the product solving and how is that benefiting you?
Its recording all calls and emails which i use for audit purposes and improvements
Good to have Support Tool
What do you like best about the product?
Zendesk's support suite is one of the best in the market, and I, as a user, was using its Email and Chat support, both of which had a good flow. The platform is self-explanatory and easy to use, making it easy to learn about by simply viewing its interface.
What do you dislike about the product?
Sometimes the tool used to lag a bit, but moreover it's a good tool
What problems is the product solving and how is that benefiting you?
Zendesk is solving a manual way of support via automation, it eases the efforts, it has a knowledge base which helps as a self-support to clients.
Awesome
What do you like best about the product?
It has a very fabulous & fantastic UI & easily navigate to all the required features, I recommend everyone should go through it if the are ever have used Zendesk before.
What do you dislike about the product?
As of now nothing, but yeah it can improve more in the future
What problems is the product solving and how is that benefiting you?
Specific Frontend Issue & easy customer support reach
CRM with almost everything you need
What do you like best about the product?
It’s ability to customise and specially the UI which is refreshing as compared to other similar capabilities CRM.
What do you dislike about the product?
The UI seems to be slow sometimes even with decent internet connection. But overall nothing big to dislike
What problems is the product solving and how is that benefiting you?
We have integrated our complex backend with zendesk UI to manager our customer and sites
showing 191 - 200