Zendesk Suite
ZendeskExternal reviews
6,655 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk is a simplified solution for businesses
What do you like best about the product?
Being able to centralize emails, chat and calls in one please is really helpful and time saving. The update that enabled the handling of social media messages was really helpful.
What do you dislike about the product?
Hiding features behind higher tier plans makes it less reliable. However, being able to at least test them before a purchase would be helpful.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us streamline customer communication by centralizing everything into one platform. Instead of juggling emails, live chats, and social media separately, we now handle all interactions from one place, which reduces confusion and response time.
A Truly Unified Omnichannel Experience
What do you like best about the product?
what users and businesses typically like best about the Zendesk Support Suite is its powerful omnichannel integration.
Unified Agent Workspace: The absolute standout feature is that agents don't have to switch between different tools for email, live chat, phone calls, social media messages, and knowledge base articles. A conversation that starts on chat can be seamlessly continued over email, with all history in one ticket.
Powerful Automation
Extensive Reporting and Analytics: With Zendesk Explore, businesses can track a huge range of metrics—from agent response times and customer satisfaction scores (CSAT) to the most common types of support requests.
Unified Agent Workspace: The absolute standout feature is that agents don't have to switch between different tools for email, live chat, phone calls, social media messages, and knowledge base articles. A conversation that starts on chat can be seamlessly continued over email, with all history in one ticket.
Powerful Automation
Extensive Reporting and Analytics: With Zendesk Explore, businesses can track a huge range of metrics—from agent response times and customer satisfaction scores (CSAT) to the most common types of support requests.
What do you dislike about the product?
Quality of Zendesk's Own Customer Support: A frequent and ironic complaint is that for a company that sells customer support software, its own support can be slow and difficult to access, particularly for customers on lower-tier plans.
Zendesk is a powerful and highly scalable platform, the main dislikes revolve around its true cost, the initial complexity of setup and customization, and the challenge of getting timely support without a premium plan.
Zendesk is a powerful and highly scalable platform, the main dislikes revolve around its true cost, the initial complexity of setup and customization, and the challenge of getting timely support without a premium plan.
What problems is the product solving and how is that benefiting you?
A customer sends an email, then starts a live chat, then calls on the phone. Without a unified system, each agent they interact with has no idea what was said before, forcing the customer to repeat their issue. This is inefficient for the business and frustrating for the customer.
Pleasantly easy customer experience
What do you like best about the product?
The per agent costing may be advantageous for general population but not my cup of tea
What do you dislike about the product?
The guardlines of the agents can be better matched for the customer, to provide flexibility
What problems is the product solving and how is that benefiting you?
Umanned problem solving which can reduce the man power
Very useful in daily support, improvable in customization
What do you like best about the product?
What I like the most is that it is a powerful yet easy-to-use tool. The interface is very intuitive, which allows me to manage first-level tickets quickly and in an organized manner. Additionally, it centralizes customer service from different channels very well, which greatly improves support efficiency.
What do you dislike about the product?
Sometimes, the customization of triggers or views can be limited if you don't have more advanced technical knowledge. Some useful features are only available in higher plans, which can be a limitation for certain teams.
What problems is the product solving and how is that benefiting you?
One of the problems I have encountered is that some advanced features, such as certain automations or custom reports, are only available in higher-tier plans. However, this has also led me to make the most of the available functionalities and optimize workflows within the possibilities of the current plan.
Easy platform to manage tech support
What do you like best about the product?
User interface design has changed and its easier to manage as you can hace several tickets opened (like the view of these tickets without closing the rest), which allows to see multilple information at the same time
What do you dislike about the product?
it should be possible to tag people on my team on the internal notes, as it would be easier to ping them on a specific ticket
What problems is the product solving and how is that benefiting you?
It's a unified platform on our end to receive all the requests from our partners and end users, so we can track the Operations team on every action needed and escalate to other teams in the same portal.
Great Programmable Customer Support CRM SaaS
What do you like best about the product?
A lot of automation is possible with 3rd party automation tools as well as wide ranges of API, perfect during the GenAI era.
Ability to build custom apps is also a deal-breaking feature.
GenAI is natively integrated in various places.
Ability to build custom apps is also a deal-breaking feature.
GenAI is natively integrated in various places.
What do you dislike about the product?
Some long customer wishlists such as security log features were never entertained over the years.
What problems is the product solving and how is that benefiting you?
It's the all-in-one solution for my company's customer support - Email/Phone/LiveChat/WhatsApp/WebForm, don't need to pick SaaS for every customer message channel.
Great Efficiency, Steep Learning Curve
What do you like best about the product?
The macros and automated workflows saved a lot of time. I could address repetitive tasks with just a couple of clicks.
What do you dislike about the product?
I found the sheer number of features in Zendesk intimidating. Even after our initial training, figuring out which automation rules to use or customizing the workspace took extra effort and trial and error.
What problems is the product solving and how is that benefiting you?
Helping answer support queries
CMO at Nuvirateck
What do you like best about the product?
The ease of use and the intuitive product establishing better CX
What do you dislike about the product?
Nothing besides in India, few integrations are challenge due to local laws
What problems is the product solving and how is that benefiting you?
They are trying to solve cx issues mainly in terms of reducing SLA's of a ticket and promoting FCR.
Zendesk is the best CRM tool for Customer Service
What do you like best about the product?
Easy to navigate, beginner-friendly. Can be used on both mobile and PC.
What do you dislike about the product?
There were instances where we had to redo linking our IG and Facebook accounts because it constantly failed. Customer Support takes a while to respond.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has been a huge help by making customer support easier to manage and more accessible. Everything is in one place—whether it’s email, chat, or phone—so I can handle multiple channels without jumping between different tools. It’s also really user-friendly, which means I can focus more on helping customers rather than figuring out the platform. The ability to automate repetitive tasks and use macros also saves time and keeps responses consistent.
One Tool for All Tracking - Zendesk
What do you like best about the product?
One of the things I like about Zendesk is how efficiently it manages customer queries through a centralized ticketing system. It allows support teams to track, prioritize, and resolve customer issues in an organized way, which improves overall response time and service quality.
I also appreciate features like internal notes and automation. These tools help agents handle repetitive tasks quickly and maintain consistent communication with customers. The ability to integrate with other platforms and maintain a clear history of customer interactions makes it easier for teams to collaborate and resolve issues faster.
Overall, Zendesk provides a structured and reliable environment for managing customer support operations, which helps teams stay organized and deliver better customer experiences.
I also appreciate features like internal notes and automation. These tools help agents handle repetitive tasks quickly and maintain consistent communication with customers. The ability to integrate with other platforms and maintain a clear history of customer interactions makes it easier for teams to collaborate and resolve issues faster.
Overall, Zendesk provides a structured and reliable environment for managing customer support operations, which helps teams stay organized and deliver better customer experiences.
What do you dislike about the product?
Zendesk for Customer Service is a great tool, but the interface can feel a bit complex for new users. It would be helpful if the navigation and reporting features were more simplified.
What problems is the product solving and how is that benefiting you?
Earlier, client queries were scattered across emails and chats. Zendesk brings everything into one place, making support much more manageable. It’s helped reduce confusion, speed up response times, and improved how we follow up.
showing 661 - 670