Zendesk Suite
ZendeskExternal reviews
6,513 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Scalable and Efficient, But Needs Intuitive Reporting
What do you like best about the product?
I appreciate Zendesk Support Suite for its clean, agent-friendly interface and how it efficiently automates workflows with triggers. The centralized, multichannel support is invaluable for maintaining customer visibility in workflows, ensuring no request slips through unnoticed. Features like ticket views, macros, live chats, and the Help Center support our operations significantly. The suite integrates well with tools like Slack, Jira, and Google, which keeps everything streamlined and organized. Its scalability and ability to keep support operations organized, primarily due to role-based permissions and the use of automation and dashboards, make it a standout option. I would undoubtedly consider purchasing it again.
What do you dislike about the product?
Zendesk Support Suite's interface is powerful, but it lacks intuitiveness, particularly for non-technical users. Building custom reports often feels clunky and could benefit from enhancements such as a drag-and-drop report builder, plain language instructions, prebuilt and editable templates, inline previews, and a more user-friendly meta filter UI.
What problems is the product solving and how is that benefiting you?
I find Zendesk prevents ticket loss and streamlines communication with automation, making it easy to manage multichannel support efficiently.
Good service
What do you like best about the product?
Definitely that ease of use and comfortability
What do you dislike about the product?
Not much I can say is wrong besides maybe the wait times
What problems is the product solving and how is that benefiting you?
We use on a weekly bases
Its OK and most definitely has basic CRM functional but....
What do you like best about the product?
Simple to implement but beware to be more sophisticated and intuitive the price goes up steeply
What do you dislike about the product?
..... alas lacks the intuitive integration, style and flow of some of its competitors. It is not truly omnichannel and therefore for the price lacks essential CPaaS qualities. Sorry I feel a little mean but honesty will help you succeed in an aggressive CRM market. Requires a UX and AI upgrade.
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
And I hate the email interface you send to customers. Over complexed and lack clarity of communication and brand identity
What problems is the product solving and how is that benefiting you?
Cost vs. basic functionality lack of Voice/VoIP routing integration is a huge barrier
Zendesk is very useful tool to scan and create a meaning article on any stuff
What do you like best about the product?
Zendesk is best for both creating new documents and maintaining its permission.
What do you dislike about the product?
Zendesk support suite is good, but sometimes resolution time exceeds the SlAs
What problems is the product solving and how is that benefiting you?
Zendesk helped us both in Helpdesk task maintenance and initiating 1st level chat
Robust and Scalable Support Platform with Excellent Integration Options
What do you like best about the product?
Zendesk is incredibly user-friendly and doesn’t require much training to get started. The UI is clean, and ticket management is smooth even with high volumes. The best part is how well it integrates with other tools—Slack, CRM platforms, and productivity apps—making it easy to fit into our existing workflows. I use this tool every day. The customer support of Zendesk is great.
What do you dislike about the product?
Ease of use and quick implementation are big advantages. It’s easy to scale as your team grows, and features like automation, macros, and knowledge base management enhance team efficiency. The reporting and analytics are also detailed and customizable, which helps with performance tracking and continuous improvement.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all our customer interactions across email, chat, and social channels into one unified platform. It streamlines ticket management, reduces response time, and enables better tracking of team performance. The automation tools help eliminate repetitive tasks, improving agent efficiency. With real-time chat, we’re able to support customers instantly, which increases satisfaction and retention.
Zendesk Support suite offers a seamless and user-friendly platform for managing customer support
What do you like best about the product?
It is omnichannel support, it has automation and AI, its is customisable and scalable, It offers robust reporting and analytics also it has self service option, seamless integrations and mobile support.
What do you dislike about the product?
A little complex setup for new users and limited customization on lower plans.
Noticed inconsistent chat experience
Noticed inconsistent chat experience
What problems is the product solving and how is that benefiting you?
Fragmented Customer Communication
Slow response times
Slow response times
A user friendly tool for ticketing purpose.
What do you like best about the product?
Working on a ticket is very easy other than Freshdesk. I had used the zendesk for about more than a year. It is very easy to use, no special training for newbies in the company.
What do you dislike about the product?
Nothing much is to dislike about the Zendesk.
What problems is the product solving and how is that benefiting you?
Well, it is solving the main customer support issue through emails or live chat. The issues directly comes to us and does provide us a time period to resolve those issues in a specific manner of time.
Go to service for many companies I have worked in.
What do you like best about the product?
Zendesk enables a clear seperation of concerns which is easy to use. As a developer, I get the end JIRA ticket with a lineage all the way till the zendesk ticket of the customer issue.
I get to see everything I need on this ticket, from user's conversation with out customer support, his issue and his doubts, which enables me to fix the bug without any more involvement.
I get to see everything I need on this ticket, from user's conversation with out customer support, his issue and his doubts, which enables me to fix the bug without any more involvement.
What do you dislike about the product?
Not really dislike, but just a suggestion.
Integrating some RAG based agents into zendesk can bridge the gap of needing a customer support team and the agent can directly create any doc/JIRA ticket with this metadata.
Integrating some RAG based agents into zendesk can bridge the gap of needing a customer support team and the agent can directly create any doc/JIRA ticket with this metadata.
What problems is the product solving and how is that benefiting you?
Bridging the gap between an end user and the internal development team of any website/app.
This enables me to quickly understand what the user is facing, fix it, inform him that it has been fixed, all in one communication place.
This enables me to quickly understand what the user is facing, fix it, inform him that it has been fixed, all in one communication place.
Pros, Cons, and Everything You Should Know
What do you like best about the product?
Zendesk Support Suite centralizes all support channels and boosts efficiency with automation, AI bots, and reporting. It’s easy to scale, customize, and integrate, making it ideal for fast, consistent customer service.
What do you dislike about the product?
Zendesk Support Suite can be complex to set up and may be costly for smaller teams or as you add features. Some users experience slowdowns during busy times, and its customer support response can sometimes be slow.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve the problem of slow or confusing customer support. It makes it easy for me to reach out through different channels like chat or email and get consistent, timely responses. I can also check the status of my requests and find answers on my own through the help center. This saves me time and gives me a smoother, more reliable support experience.
zendesk is really ggood if you're looking for a thin and light solution that is affordable as well
What do you like best about the product?
Easy UI, simple to operate, they are constantly releasing features which makes them better than the competition
What do you dislike about the product?
pricing could be a bit easier to understand
What problems is the product solving and how is that benefiting you?
helping me understand how a chatbot operates and connecting a knowledge hub on the back end
showing 101 - 110