Zendesk Suite
ZendeskExternal reviews
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A Scalable Platform for Customer Service Excellence
What do you like best about the product?
Zendesk is a user-friendly customer support tool that brings all communication email, chat, calls, and social media into one platform. It saves time with features like automation and macros, offers useful reports to track performance, and allows customization to fit different team needs. It also connects easily with other tools like Slack and Shopify, supports self-service options like FAQs, works well for both small and large teams, and provides secure, mobile-friendly access for agents on the go.
What do you dislike about the product?
In my experience, Zendesk is a solid tool, but it does have a few drawbacks. It can be a bit overwhelming at first, especially when trying to set up or explore advanced features. Some of the more useful options—like detailed reporting or deeper customizations—are locked behind higher-priced plans, which can be limiting. I've also noticed occasional lags, especially when there’s a high volume of tickets. The reporting is helpful but takes time to fully understand. Also, when technical issues come up, Zendesk’s own support team isn’t always quick to respond.
What problems is the product solving and how is that benefiting you?
For me, it’s made handling tickets much smoother and more organized. The automation features help reduce repetitive work, and the reporting tools give helpful insights into performance and areas to improve. Overall, it improves response time, boosts productivity, and makes the support process more efficient and customer-friendly.
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.
Easy to use and trust
What do you like best about the product?
the thread feature in emails is great for keeping track of conversations
What do you dislike about the product?
I dislike possibly the UI. It seems older
What problems is the product solving and how is that benefiting you?
It helps me connect to support as soon as i need it
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.
One Stop Customer Experience
What do you like best about the product?
AI features in Zendesk are amazing alongside with Zendesk CCas and a lot fo new features and the company is evolving to provide the best in class customer experience solutions to it's clients
What do you dislike about the product?
The reporting is bad, but they are getting better with realtime reporting and there are few limitations on talk for their voice which I think they shoudl definitely look at alternatives
What problems is the product solving and how is that benefiting you?
Zendesk solves a lot of problems for us in answering customer queries for B2B and B2C, lead generation, Reporting, Messaging, social and calls. We can write AI procedures to increase efficiency of agents and automation scope is also very high on Zendesk.
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
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