Zendesk Suite
ZendeskExternal reviews
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Zendesk Support is a top tool and has been for years!
What do you like best about the product?
If has everything you need for taking care of customers and has continued to evolve with the times to be even simpler and easier to do things.
What do you dislike about the product?
Be wary of the configuration and setup of the tool. It can get complicated. If you are hiring the tool be clear on the involvement of the sucess manager.
What problems is the product solving and how is that benefiting you?
Handling all consumer facing questions
It's ticketing system is best but I don't like chat system, I find tawk.too much better
What do you like best about the product?
Yeah have increase a support on products
What do you dislike about the product?
Should get customise chat support & multiple chat handling capicity.
What problems is the product solving and how is that benefiting you?
Chat can be used in multiple tasking
Zendesk Support - a better workplace to work
What do you like best about the product?
I mostely like about ticketing system its track to track our update, its helping to give feedback to caller or service agent its easiear to manage all out data at one place, its having a centralized data so with the help of that customer relevant data agents can work effieciently
What do you dislike about the product?
when we get multiple brand support at higher price and analytics price tier is also higher its price should drop a bit i t will more helpful
What problems is the product solving and how is that benefiting you?
Basically, Zendesk makes it easier to keep track of customer conversations, respond faster, give customers the tools to help themselves, learn from past interactions to improve, and free up agents to focus on the important stuff, Because everythings in one spot, and agents have all the relevant customer info at their fingertils they can respond much faster and be more consistent in their answers.
Zendesk as a ticketing tool
What do you like best about the product?
The ease of creating dashboards and the best part is MACROS.
What do you dislike about the product?
Zendesk's interface is very very clean where it should be little vibrant and should offer a choice on user end to create colour labels.
What problems is the product solving and how is that benefiting you?
Zendesk is making the ticket work easy and provide filters so that we can maintain SLAs with the quick dashboard and filtering
Excellent Customer Service
What do you like best about the product?
Zendesk Support Suite helps to everything in one place, which makes the management of customer interactions very smoother. I like how easy it is to switch between tickets, live chats, and emails without losing track of anything.
What do you dislike about the product?
Although Zendesk does a great job overall, but some of the features feel a bit uneasy at first — especially when you’re setting things up for the first time like Reporting and analytics setup.
What problems is the product solving and how is that benefiting you?
Zendesk helps all the information keep it centralize in one place for all our customer conversations. Before, we were constantly switching between different platforms and losing the track of follow-ups. Now, I can respond faster and assign tickets efficiently.
Zendesk :- Best for tracking , supporting ,resolving the tickets & troubleshooting
What do you like best about the product?
Chatting with agent when I need to provide more information about the issues that I am facing. From raising, review and resolving everything is at one place which I figuring out new thing.
What do you dislike about the product?
Case handling is ok overall. Response structure can be improved little and documentation also need bit more clarity.
What problems is the product solving and how is that benefiting you?
When I was working with Byju's , my first company . There I was using Leadsquared & Ameyo software. Whenever i was facing any problems then i just raised the ticket on the zendesk & team immediately support me.
ROI analysis Feature comparisons vs. tools like Freshdesk
What do you like best about the product?
Zendesk Support Suite is a unified customer service platform that brings together various support channels—email, chat, voice, social messaging—into one seamless interface, allowing businesses to provide personalized, consistent, and efficient support.
What do you dislike about the product?
Cost can scale quickly with add-ons like AI, Sunshine CRM, and advanced reporting.
❌ Customization beyond basic workflows often requires developer involvement.
❌ Voice features are good but not as robust as dedicated contact center solutions like Genesys or Five9.
❌ Analytics UI (Explore) can be unintuitive for non-analysts.
❌ Customization beyond basic workflows often requires developer involvement.
❌ Voice features are good but not as robust as dedicated contact center solutions like Genesys or Five9.
❌ Analytics UI (Explore) can be unintuitive for non-analysts.
What problems is the product solving and how is that benefiting you?
Customer Service Teams in SaaS, e-commerce, finance, and retail.
IT Help Desks managing internal support tickets.
IT Help Desks managing internal support tickets.
Smooth & Seamless
What do you like best about the product?
Ease of use, excellent platform for Customer Support, for any client. The ability to customize the agent experience to cater to the exact operational requirements makes Zendesk Support Suite simply unbeatable and exceptional.
What do you dislike about the product?
Recent updates, especially the Light and Dark theming feels quite janky and aplha-implementation like. The Dark mode is essentially high-contrast mode, which sadly does not modify all elements of the page UI properly, sometimes rendering them unusable.
What problems is the product solving and how is that benefiting you?
Seamless interactions with customer using AI Chatbot, Live Chat support and Email based communication
A powerful and user-friendly support platform with excellent AI integration
What do you like best about the product?
Zendesk’s unified workspace allows us to manage all customer support channels—email, chat, and social media—in one place. The AI IT Agents feature helps automate repetitive queries and speeds up response time. It also integrates easily with third-party tools like Slack and Salesforce, which is a big plus for our workflow.
What do you dislike about the product?
The pricing can be a bit steep for small businesses, especially if you want access to advanced AI features. Some customization options, like dashboard reporting or UI changes, require more technical knowledge or developer support than expected. Occasionally, live chat gets slow when internet speed drops.
What problems is the product solving and how is that benefiting you?
Zendesk helps us consolidate customer support across channels (email, chat, social) into one dashboard. This has improved our response time, agent productivity, and customer satisfaction. With AI IT Agents, we’ve automated basic queries, reducing workload on human agents and allowing them to focus on complex cases.
A Reliable, Scalable, and Intuitive Support Platform
What do you like best about the product?
As a TAM, I really value how Zendesk brings all customer interactions, email, chat, and social into one clean, easy-to-use interface. It helps our team stay on top of every ticket without switching tools. Our team uses it daily, and features like internal notes, macros, and automated workflows help us respond faster and maintain consistency.
The automation and SLAs are a big plus for managing response time and ensuring accountability. From an implementation point of view, once it’s set up, it runs smoothly and scales well as teams grow. It also integrates easily with tools like Jira and Slack, which makes cross-functional collaboration much easier.
From a customer support standpoint, having full ticket history and context visible in one place has significantly improved our response quality.
Overall, it’s reliable, feature-rich, and helps us deliver consistent, quality support.
The automation and SLAs are a big plus for managing response time and ensuring accountability. From an implementation point of view, once it’s set up, it runs smoothly and scales well as teams grow. It also integrates easily with tools like Jira and Slack, which makes cross-functional collaboration much easier.
From a customer support standpoint, having full ticket history and context visible in one place has significantly improved our response quality.
Overall, it’s reliable, feature-rich, and helps us deliver consistent, quality support.
What do you dislike about the product?
The biggest challenge as a TAM is the setup; it takes time to fully configure views, triggers, and workflows, especially for larger teams. Also, some useful reporting features are locked behind higher-tier plans, which limits visibility unless you upgrade.
While Zendesk support is helpful, getting hands-on guidance can be slow. That said, once everything is in place, the platform works well and becomes a core part of our support operations.
While Zendesk support is helpful, getting hands-on guidance can be slow. That said, once everything is in place, the platform works well and becomes a core part of our support operations.
What problems is the product solving and how is that benefiting you?
For our Account management team at Experian, Zendesk helps centralize all customer conversations, email, chat, and social, so nothing gets missed. It’s made our support more structured, with clear SLAs, smart routing, and automation that saves time and ensures accountability.
The unified view helps our agents stay efficient, and the reporting tools give me valuable insights to track trends and team performance. It also makes cross-team collaboration easier by highlighting recurring issues that I can escalate to product or engineering. Overall, it’s helped us deliver faster, more consistent support while keeping customers happy.
The unified view helps our agents stay efficient, and the reporting tools give me valuable insights to track trends and team performance. It also makes cross-team collaboration easier by highlighting recurring issues that I can escalate to product or engineering. Overall, it’s helped us deliver faster, more consistent support while keeping customers happy.
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