Zendesk Suite
ZendeskExternal reviews
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East to Understand the tool
What do you like best about the product?
The tool has many option, however, the most easiest is UI/UX of the tool.
Also, the customer is quick and fast
Also, the customer is quick and fast
What do you dislike about the product?
The intergration of Zopim with Zendesk sometimes lack.
What problems is the product solving and how is that benefiting you?
The problem was automation.
For example, zendesk has tag feature, Lets suppose the CEO name is Saurabh- and now I want anyone who loop in saurabh name in the email id that should have a speacial tag as a CEO escalation which gave me extra confidence to be sure that every escalation is being taken care.
Also, the dashboards and report was just amazinh.
For example, zendesk has tag feature, Lets suppose the CEO name is Saurabh- and now I want anyone who loop in saurabh name in the email id that should have a speacial tag as a CEO escalation which gave me extra confidence to be sure that every escalation is being taken care.
Also, the dashboards and report was just amazinh.
My Outlook on Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite has a unified support across email, chat, social media, phone, and messaging apps, allowing agents to manage all queries from a single interface, which simplifies workflows and improves efficiency. Along with powerful ticketing system that centralizes customer requests, supports customizable fields, and tracks history for personalized support. Also it's robust automation—including AI-powered ticket routing, workflow triggers, and macros—that reduces agent workload and speeds resolution.
Self-service options, Extensive reporting and analytics tools, good integration systems with third party makes it a great tool for us to use.
Self-service options, Extensive reporting and analytics tools, good integration systems with third party makes it a great tool for us to use.
What do you dislike about the product?
Zendesk Support Suite can be expensive at higher tiers. Also it has a steep learning curve making it a little difficult for new or smaller teams to understand and utilize the tool. Interoperability between some modules might be an issue at the beginning of usage period as well.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helped us a lot in theme customization for our help desk systems. It also automated workflows for agent on customer support side.
Zendesk Support Suite - Review
What do you like best about the product?
What I like best about Zendesk Support Suite is its unified, omnichannel experience. It allows support teams to manage email, chat, voice, and social messaging from a single dashboard, which streamlines workflows and improves response time. The intuitive UI, powerful automation tools like triggers and macros, and deep reporting/analytics through Explore make it easy to scale support operations and maintain high customer satisfaction.
Additionally, the ability to customize the experience with apps and integrations, combined with a strong knowledge base through Guide, makes Zendesk a robust solution for both agents and customers
Additionally, the ability to customize the experience with apps and integrations, combined with a strong knowledge base through Guide, makes Zendesk a robust solution for both agents and customers
What do you dislike about the product?
What I dislike about Zendesk Support Suite is the complexity of customization and limitations in native reporting. While the platform offers powerful features, setting up advanced workflows or deeply customizing ticket forms often requires developer support or third-party apps. Additionally, Zendesk Explore, the reporting tool, has a learning curve and sometimes lacks flexibility for non-technical users who want to build real-time, granular reports quickly.
Another area of improvement is performance—larger teams sometimes face slow load times, especially when handling high ticket volumes or switching between views. Lastly, some core features like SLA policies or CSAT customization are locked behind higher-tier plans, which can be restrictive for growing teams.
Another area of improvement is performance—larger teams sometimes face slow load times, especially when handling high ticket volumes or switching between views. Lastly, some core features like SLA policies or CSAT customization are locked behind higher-tier plans, which can be restrictive for growing teams.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve the problem of fragmented customer communication by unifying all support channels—email, chat, social, and voice—into one platform. This ensures that our team can manage conversations efficiently without switching tools, leading to faster resolution times and a more consistent customer experience.
It also helps us streamline our internal workflows through automation (like triggers, macros, and SLAs), which reduces manual effort and allows agents to focus more on high-impact interactions. The ticketing system and audit trails ensure accountability and transparency in support processes.
The biggest benefit is improved customer satisfaction and operational efficiency. With Zendesk, we’re able to provide timely, personalized support while scaling our efforts across a growing user base.
It also helps us streamline our internal workflows through automation (like triggers, macros, and SLAs), which reduces manual effort and allows agents to focus more on high-impact interactions. The ticketing system and audit trails ensure accountability and transparency in support processes.
The biggest benefit is improved customer satisfaction and operational efficiency. With Zendesk, we’re able to provide timely, personalized support while scaling our efforts across a growing user base.
Robust and Scalable Customer Support Platform
What do you like best about the product?
Easy multichannel ticketing, clean UI, strong automation, and great app integrations.
What do you dislike about the product?
Setup takes time, and some key features are locked behind higher pricing tiers.
What problems is the product solving and how is that benefiting you?
It unifies support channels, speeds up responses, and boosts customer satisfaction.
Zendesk Review
What do you like best about the product?
What I like best about Zendesk Support Suite is its unified approach to customer service. It brings together multiple support channels—email, chat, phone, and social media—into one integrated platform, making it easier for teams to manage customer interactions efficiently. Additionally, the scalability of the platform ensures it grows with the organization’s needs without becoming overly complex.
What do you dislike about the product?
While it's a powerful tool, configuring workflows, triggers, and automation rules can be time-consuming and often requires a steep learning curve, especially for non-technical users. Additionally, some users find the pricing structure less flexible—certain advanced features or analytics require higher-tier plans. The reporting module, while robust, could benefit from more intuitive custom report building without relying heavily on Zendesk Explore.
What problems is the product solving and how is that benefiting you?
The key benefits include:
Improved response times due to ticket prioritization and workflow automation.
Better visibility and accountability, as all customer interactions are tracked in a single system.
Enhanced customer experience, since agents have full context when responding.
Actionable insights through analytics and dashboards, enabling continuous service improvement.
Improved response times due to ticket prioritization and workflow automation.
Better visibility and accountability, as all customer interactions are tracked in a single system.
Enhanced customer experience, since agents have full context when responding.
Actionable insights through analytics and dashboards, enabling continuous service improvement.
Zendesk Support is a leading customer service software platform that focuses on streamlining support
What do you like best about the product?
Multichannel Support: Easily manages tickets from email, chat, phone, and social media in a centralized platform, making it convenient for support teams to track and resolve issues from various sources.
User-Friendly Interface: The dashboard is intuitive and well-designed, allowing agents of any experience level to set up and use the system efficiently.
Automation and Workflow: Robust automation features keep routine tasks streamlined, such as ticket routing, tagging, and prioritization, saving time and improving response times.
Reporting and Analytics: Offers in-depth reporting tools that help supervisors monitor team performance, measure customer satisfaction, and identify support trends.
Integration Flexibility: Integrates well with popular business apps (like Salesforce, Slack, or Jira), allowing companies to extend Zendesk’s functionality and connect it to their existing tech stack.
User-Friendly Interface: The dashboard is intuitive and well-designed, allowing agents of any experience level to set up and use the system efficiently.
Automation and Workflow: Robust automation features keep routine tasks streamlined, such as ticket routing, tagging, and prioritization, saving time and improving response times.
Reporting and Analytics: Offers in-depth reporting tools that help supervisors monitor team performance, measure customer satisfaction, and identify support trends.
Integration Flexibility: Integrates well with popular business apps (like Salesforce, Slack, or Jira), allowing companies to extend Zendesk’s functionality and connect it to their existing tech stack.
What do you dislike about the product?
Pricing: Can be expensive, especially for small businesses or teams needing advanced features, as costs can add up with additional modules.
Complexity for Small Teams: While powerful, some features might be excessive for smaller organizations that don’t require heavy automation or analytics.
Customization Limits: While offering some customization, certain aspects (like advanced workflows or branding) may require technical know-how or additional costs
Complexity for Small Teams: While powerful, some features might be excessive for smaller organizations that don’t require heavy automation or analytics.
Customization Limits: While offering some customization, certain aspects (like advanced workflows or branding) may require technical know-how or additional costs
What problems is the product solving and how is that benefiting you?
Zendesk Support stands out as a highly capable platform for businesses looking to deliver organized, multichannel customer support. It’s particularly valuable for mid to large-sized organizations that prioritize automation, integration, and reporting capabilities.
Still the Gold Standard for Customer Support Platforms
What do you like best about the product?
Recently I’ve also noticed improvements in Zendesk’s AI and automation features. Tools like AI suggestions for agents and smarter ticket routing make it easier to manage large volumes of support requests. The newer updates around analytics and ticket management also help teams stay organized and respond to customers faster.One thing I continue to appreciate about Zendesk is how reliable the platform is even as our support workload grows. The ticket management system keeps conversations organized and makes it easy to track customer issues from start to resolution. I also like the automation features that help reduce manual work for the support team. Overall, it continues to be a dependable tool for managing customer support efficiently.
What do you dislike about the product?
One suggestion I would give is that when a client creates a ticket or replies on a ticket, instead of the agent always needing to send a holding response, Zendesk should have an option where the agent can simply put an “eyes” or “smiley” reaction on the client’s message. This way the client knows that the ticket has been seen and is being worked on, without the agent having to send a separate message every time.
Another suggestion is related to side tickets. When an agent creates a side ticket to involve an internal team, the client should automatically get a notification that the ticket is being worked on internally. Even if the agent has not replied yet, the client would still know that there is internal movement on the ticket and that their issue is actively being looked into.
Another suggestion is related to side tickets. When an agent creates a side ticket to involve an internal team, the client should automatically get a notification that the ticket is being worked on internally. Even if the agent has not replied yet, the client would still know that there is internal movement on the ticket and that their issue is actively being looked into.
What problems is the product solving and how is that benefiting you?
Zendesk has really helped us bring structure and consistency to our customer support. Before, things were all over the place, emails, DMs, chats, nothing was tracked properly and follow-ups were often missed. With Zendesk, everything is in one place, so it’s way easier to manage conversations, assign tickets to the right people, and make sure nothing slips through the cracks. It’s also made our team more efficient, we’ve cut down response times, improved customer satisfaction, and have better visibility into where we need to improve
Very nice experience
What do you like best about the product?
The management and the best part the dashboards
What do you dislike about the product?
Nothing my experience is good with applications
What problems is the product solving and how is that benefiting you?
We are using as ticketing tool
Good app
What do you like best about the product?
i LOVE HOW MANAGEMENT ON THE APP IS SUPPORTIVE
What do you dislike about the product?
I DONT HAVE ANYTHING ELSE I DISLIKE ABOUT IT
What problems is the product solving and how is that benefiting you?
I GET TO GET HELP ABOUT OTHERS AND THEIR PRODUCTS.
Best Chatbot for website
What do you like best about the product?
Very Easy to integrate with website and also it is very easy for users.
What do you dislike about the product?
As of now, everything thing is smooth I don't have any issues.
What problems is the product solving and how is that benefiting you?
It is answering our customers questions and also we are using this for live chats.
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