Zendesk Suite
ZendeskExternal reviews
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Intuitive, full service support platform
What do you like best about the product?
I love that it’s a Support platform, through and through. It’s not a Frankenstein system that has tried to branch off and do a million other things. Because of their focus on the market they serve, the product continues to be improved and advanced.
What do you dislike about the product?
I don’t have any downsides. The product has come SO far in the last several years!!
What problems is the product solving and how is that benefiting you?
It allows us to hear from customers and serve them in a multitude of different ways - chat, email, phone, web, etc.
All in one
What do you like best about the product?
What makes Zendesk the best option in my point of view is that it provides all of the support solutions that I need in a few clicks away. I can build complex flows with zero coding.
What do you dislike about the product?
Some legacy structures that seems to be left aside (like automations page)
What problems is the product solving and how is that benefiting you?
I can manage all my channels in one tool in a very seamlessly way
Solid capabilities, promising future but a few nice to haves are missing
What do you like best about the product?
Simple and low code solution for our global support workforce.
What do you dislike about the product?
A few features and flexibility would be nice. Zendesk needs to get “better at math” and allow for more comparative or calculation based logic.
What problems is the product solving and how is that benefiting you?
Able to communicate directly with users who need help
Awesome Folks!
What do you like best about the product?
Super helpful. Able to answer my question easily.
What do you dislike about the product?
I don’t have any constructive feedback at this time.
What problems is the product solving and how is that benefiting you?
It’s not yet, but I hope it will.
Best in class ticketing platform
What do you like best about the product?
Zendesk support suite is both powerful and adaptable for customer support operations. A robust and easy to use API as well as a wealth of marketplace app make it seemingly capable of any support experience you can imagine.
What do you dislike about the product?
The platform is composed of many apps which can make the learning curve higher.
What problems is the product solving and how is that benefiting you?
We use ZD SS for call dispositioning of voice calls.
ZD Review
What do you like best about the product?
Ease of tracking issues for different customers
What do you dislike about the product?
The reporting isn’t as intuitive S We’d like
What problems is the product solving and how is that benefiting you?
Our application support issues are tracked and resolved quickly and efficiently
Product assistance and optimization
What do you like best about the product?
We use Zendesk as our core platform for all customer interactions, and overall, the experience has been solid. The system is reliable, flexible, and supports our operations at scale. Key features like ticket management, automations, macros, and agent collaboration tools help streamline workflows and improve resolution quality.
What do you dislike about the product?
However, the main reason for not giving a higher score is the support we’ve received when facing technical or product-related issues. It's often frustrating when resolutions take time or when the process feels unclear or overly complex. At times, it’s difficult to trust that the issue will be resolved efficiently, which affects confidence in the platform.
With more consistent, proactive support and clearer troubleshooting processes, Zendesk could move from being a dependable platform to an outstanding partner in our CX strategy.
With more consistent, proactive support and clearer troubleshooting processes, Zendesk could move from being a dependable platform to an outstanding partner in our CX strategy.
What problems is the product solving and how is that benefiting you?
Ticket management solutions and flexible integrations all in one
Support Your Team To Success
What do you like best about the product?
What I like about the Zendesk Support Suite is how it brings all our customer interactions—email, chat, social media, phone, and web—into one place, making it easy to manage conversations. I really appreciate the automation tools and customizable ticket workflows that help my team stay organized and efficient. The AI features, like Answer Bot, are great for handling common questions and saving time. I also like how detailed the reporting is, giving me real-time insights into our performance. The knowledge base and self-service options help reduce tickets, and the wide range of integrations makes it easy to connect with the other tools we use. Plus, it scales well as our team grows, and the mobile app keeps us connected on the go. Overall, it helps us deliver better service and track customer satisfaction.
What do you dislike about the product?
Two things I dislike about the Zendesk Support Suite are the à la carte pricing and the level of support. The pricing structure makes it difficult to maintain and afford everything we need since many features are add-ons, and it would be much better if they offered a bundled package with single pricing. Secondly, their support can sometimes be a little slow to respond, but overall, these are minor criticisms compared to the value the platform provides.
What problems is the product solving and how is that benefiting you?
The problem Zendesk is solving for us is keeping all of our customer service interactions in one centralized location, which makes it much easier to manage conversations across multiple channels. It also provides the metrics and reporting we need to ensure we’re staying on point with our expectations and consistently taking care of our customers’ needs.
Amazing experience with zendesk support
What do you like best about the product?
It seamlessly integrates multiple communication channels like email, social media, phone calls, and live chats into one platform, enhancing customer service efficiency and engagement
What do you dislike about the product?
I don’t see any dislike for support suite
What problems is the product solving and how is that benefiting you?
Centralizes customer interactions from multiple channels (email, chat, voice, social media) into a single interface, ensuring no communication is missed
Informative for our customers
What do you like best about the product?
Ticketing system options available for our team
What do you dislike about the product?
How it will work in the HR realm without taking the HUMAN out of Human Resources
What problems is the product solving and how is that benefiting you?
Customer service
Marketing
IT support
Marketing
IT support
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