Zendesk Suite
ZendeskExternal reviews
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Transforming Customer Service with smart Automation
What do you like best about the product?
One of the new things that i liked about Zendesk Recently they have introduce AI Powered automation and AI agents. i will give you deep details about the how this Ai powered automation and ai agents will help the customer basically with the help of ai agents we can resolve the queries of customer automatically across the channel like Chat, Email, Ivr and it will also reduce the manual efforts of the platform agents. Even with the help of AI we can handle 80% of customer interactions allowing support team to focus on more complex issue.
Another good feature Zendesk has launch Zendesk copilot that will help the agents to summarizing the customer ticket quickly and help the agents to resolve the ticket in short span of time.
Another good feature Zendesk has launch Zendesk copilot that will help the agents to summarizing the customer ticket quickly and help the agents to resolve the ticket in short span of time.
What do you dislike about the product?
Recently i have developed the chat bot for one of my customer using Zendesk there i found there is no back button or voice related thing which is available on the chat UI, let say if a customer has started a new conversion after some time may be he come to wrong step and later he realize he has to again start the conversion from 2nd step so there has to be a back button.
To be honest I love Zendesk it is one of the best CRM tool that i have ever used in my life. thanks
lack of live monitoring dashboard so that agent will get the live data of customer in real time
To be honest I love Zendesk it is one of the best CRM tool that i have ever used in my life. thanks
lack of live monitoring dashboard so that agent will get the live data of customer in real time
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer communications across channels like email, chat, and web forms into a single, organized platform. This reduces response time, improves team collaboration, and ensures no customer query goes unanswered. The automation tools, such as triggers and macros, also minimize manual work, allowing our support team to focus more on resolving complex issues
Good platform
What do you like best about the product?
I like their platform overall set up, user friendly
What do you dislike about the product?
Nothing Nothing Nothing Nothing Nothing
What problems is the product solving and how is that benefiting you?
Handling tickets issues
Best tool for my role
What do you like best about the product?
Zendesk Support Suite consolidates all customer messages-email, chat, and social media-into a single ticketing system, making our workflow much smoother. The intuitive dashboard is easy to navigate, even for new team members. Automation tools help us respond quickly and consistently, while built-in analytics give clear insights into team performance and support volume. It's efficient, reliable, and keeps our customer interactions organized.
What do you dislike about the product?
To be precise , I haven't got to know the tool 100% . I usage is limited to my role and for that I don't think I have some to share for this question.
What problems is the product solving and how is that benefiting you?
To be precise as said earlier it consolidates the multiple conversations into single platform easy to monitor , respond, track & for followup.
Customer support ticketing, live chat, self-service knowledge base, chatbot, reporting & analytics.
What do you like best about the product?
Unified ticketing across email, chat, social
✅ Easy to integrate with CRMs like HubSpot
✅ Clean agent interface
✅ Powerful automation and triggers
✅ Useful help center and community forum
✅ Easy to integrate with CRMs like HubSpot
✅ Clean agent interface
✅ Powerful automation and triggers
✅ Useful help center and community forum
What do you dislike about the product?
Reporting and dashboards need customization
Some latency in chatbot response
Some latency in chatbot response
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all our customer support interactions — from email, chat, social media, and even calls — into one unified platform. This solves the issue of scattered communication and ensures no customer query is missed.
Zendesk Performance and Uses
What do you like best about the product?
The new AI powerd customer service and advanced analytics & Reportings
What do you dislike about the product?
To many menus and configuration options for new user.
What problems is the product solving and how is that benefiting you?
In my organization it's was used for the customers escalations handling and tickets handling. It reports dashboard is awesome with that we cand work on most of tickets and escalations points easily
Seamless Experience
What do you like best about the product?
I really love how I can manage all my tickets seamlessly now. And also, as a freelance developer, it's something that I always use on my projects, especially where a recurring customer support system is required. Highly recommended. Its easy to implement and provides a whole lot of features.
What do you dislike about the product?
Maybe a user guide video should also be introduced instead of a written guide.
What problems is the product solving and how is that benefiting you?
It helped me in setting an automation system for replying to the basic questions and queries with an automated response and later when the lead gets convereted, a live chat support system is a crucial thing that has been resolved by this.
Best for IT Support Desks
What do you like best about the product?
Its on Cloud Only ,no on premise versions (SaaS-only).
Easy to use
Customer support is available more for premium users
It is daily used by organizations
Features are vast
Easy to use
Customer support is available more for premium users
It is daily used by organizations
Features are vast
What do you dislike about the product?
Cost is high when scale up happens and team size increases.
What problems is the product solving and how is that benefiting you?
It benefits by centralize and streamline all interactions
it improves response time and sla adherence through automation
it improves response time and sla adherence through automation
A feature rich chat support tool
What do you like best about the product?
Reporting panel and customised reports, chats supports and hints etc, their approach towards AI, simple and easy to setup. easy integration with lot of frameworks. This make customer support work easy.
What do you dislike about the product?
not find any dislike but prices may be factor for that but their feature justifies that
What problems is the product solving and how is that benefiting you?
Its insights, simple user interface, triggers all benefits in terms for understanding customer behaviour .
Reliable Customer Support Platform for Efficient Ticket Management
What do you like best about the product?
Zendesk continues to be a very reliable platform for managing customer support operations. The ticketing system makes it easy to organize and prioritize customer queries across multiple channels like email, chat, and social media. I also appreciate the automation features and integrations with tools like Slack and CRM systems, which help streamline communication between teams. The knowledge base and self-service features are also helpful in reducing repetitive support queries.
What do you dislike about the product?
While Zendesk is a powerful platform, the pricing structure can be expensive for smaller businesses or startups. The reporting and analytics features could also offer more customization options. Sometimes the interface takes a little time to fully sync updates across channels, which can affect response times slightly.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralize all customer interactions—from email, chat, and social media—into one unified workspace. This eliminates the confusion of switching between platforms and ensures no query is missed. It has improved our team’s response time, reduced customer complaints, and allowed us to offer 24/7 support using automated replies and a helpful knowledge base. The result is a smoother workflow, happier customers, and better team collaboration
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.
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