Zendesk Suite
ZendeskExternal reviews
6,506 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A Reliable Platform for Multichannel Customer Support
What do you like best about the product?
Zendesk Support Suite has been effective in centralizing our customer interactions across channels like chat, email, and phone. Its automation capabilities help in reducing manual effort and improving response time. However, there is room for improvement in reporting flexibility and UI customization options to better fit specific team workflows.
What do you dislike about the product?
While Zendesk Support Suite is powerful, its reporting and analytics capabilities can be limiting without the Explore add-on. Additionally, the customization options for the agent workspace and ticket views could be more flexible to suit different team needs
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer communications across channels like email, chat, and web forms into a single, organized platform. This reduces response time, improves team collaboration, and ensures no customer query goes unanswered. The automation tools, such as triggers and macros, also minimize manual work, allowing our support team to focus more on resolving complex issues
Good platform
What do you like best about the product?
I like their platform overall set up, user friendly
What do you dislike about the product?
Nothing Nothing Nothing Nothing Nothing
What problems is the product solving and how is that benefiting you?
Handling tickets issues
Seamless Experience
What do you like best about the product?
I really love how I can manage all my tickets seamlessly now. And also, as a freelance developer, it's something that I always use on my projects, especially where a recurring customer support system is required. Highly recommended. Its easy to implement and provides a whole lot of features.
What do you dislike about the product?
Maybe a user guide video should also be introduced instead of a written guide.
What problems is the product solving and how is that benefiting you?
It helped me in setting an automation system for replying to the basic questions and queries with an automated response and later when the lead gets convereted, a live chat support system is a crucial thing that has been resolved by this.
Best for IT Support Desks
What do you like best about the product?
Its on Cloud Only ,no on premise versions (SaaS-only).
Easy to use
Customer support is available more for premium users
It is daily used by organizations
Features are vast
Easy to use
Customer support is available more for premium users
It is daily used by organizations
Features are vast
What do you dislike about the product?
Cost is high when scale up happens and team size increases.
What problems is the product solving and how is that benefiting you?
It benefits by centralize and streamline all interactions
it improves response time and sla adherence through automation
it improves response time and sla adherence through automation
A feature rich chat support tool
What do you like best about the product?
Reporting panel and customised reports, chats supports and hints etc, their approach towards AI, simple and easy to setup. easy integration with lot of frameworks. This make customer support work easy.
What do you dislike about the product?
not find any dislike but prices may be factor for that but their feature justifies that
What problems is the product solving and how is that benefiting you?
Its insights, simple user interface, triggers all benefits in terms for understanding customer behaviour .
Zendesh Support Suite / Zendesh CRM Tool
What do you like best about the product?
Honestly, a great experience already had with the Zendesk Support Suite as the minimilastic view with all the necessary navigation on the go and at an ease accessibility function.
What do you dislike about the product?
Sometimes slow loading and lagging issues but the same is very rare.
What problems is the product solving and how is that benefiting you?
The Suite we are using in the agency is basically for Live Chat interaction with CXs, Raw Data extraction for the users, Knowledge base feed, Social Media Complaints.
It is a good tool for managing work related reports and data
What do you like best about the product?
It is most organized and easy understand tool.
What do you dislike about the product?
Sometimes it takes a little longer time to open the data.
What problems is the product solving and how is that benefiting you?
They enhancing the chatbots. It minimises a lot of work.
Extremely Awesome
What do you like best about the product?
Easy to acknowledge Tickets and user friendly too
What do you dislike about the product?
Nothing, Everything works Good and user friendly too
What problems is the product solving and how is that benefiting you?
Easily solving queries.
A Scalable Platform for Customer Service Excellence
What do you like best about the product?
Zendesk is a user-friendly customer support tool that brings all communication email, chat, calls, and social media into one platform. It saves time with features like automation and macros, offers useful reports to track performance, and allows customization to fit different team needs. It also connects easily with other tools like Slack and Shopify, supports self-service options like FAQs, works well for both small and large teams, and provides secure, mobile-friendly access for agents on the go.
What do you dislike about the product?
In my experience, Zendesk is a solid tool, but it does have a few drawbacks. It can be a bit overwhelming at first, especially when trying to set up or explore advanced features. Some of the more useful options—like detailed reporting or deeper customizations—are locked behind higher-priced plans, which can be limiting. I've also noticed occasional lags, especially when there’s a high volume of tickets. The reporting is helpful but takes time to fully understand. Also, when technical issues come up, Zendesk’s own support team isn’t always quick to respond.
What problems is the product solving and how is that benefiting you?
For me, it’s made handling tickets much smoother and more organized. The automation features help reduce repetitive work, and the reporting tools give helpful insights into performance and areas to improve. Overall, it improves response time, boosts productivity, and makes the support process more efficient and customer-friendly.
Easy to use and trust
What do you like best about the product?
the thread feature in emails is great for keeping track of conversations
What do you dislike about the product?
I dislike possibly the UI. It seems older
What problems is the product solving and how is that benefiting you?
It helps me connect to support as soon as i need it
showing 121 - 130