Zendesk Suite
ZendeskExternal reviews
6,483 reviews
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Highly managed and easy to integrate with other tools
What do you like best about the product?
I used zendesk support with jira. I was very powerful tool with many features. Its a best tool for create and track the tickets of any project.
What do you dislike about the product?
Need to improve the UI and take care of UI component positions.
What problems is the product solving and how is that benefiting you?
Clients reported their issues on zendesk which was very helpful to track and followup.
Streamlined Support Across Channels – With Some Complexity
What do you like best about the product?
One thing I really appreciated about Zendesk Support Suite is how it brings together multiple support channels—like email, chat, and social media—into a single unified dashboard. It helps reduce the need to switch between tools and makes it easier to track the full conversation history with a customer. Also, the ticketing system is quite intuitive, and features like macros and triggers have been helpful for automating repetitive tasks and speeding up responses.
The interface is clean and relatively easy to get used to, even for someone who doesn’t use it daily. Plus, their customer support has been responsive the few times I’ve reached out, which adds to the overall ease of use.
The interface is clean and relatively easy to get used to, even for someone who doesn’t use it daily. Plus, their customer support has been responsive the few times I’ve reached out, which adds to the overall ease of use.
What do you dislike about the product?
So far, I haven’t come across anything I strongly dislike. The platform feels stable and well-designed. While there's a bit of a learning curve when exploring some of the advanced automation features, the help documentation and community resources have been useful in getting up to speed.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helped bring together customer interactions from different channels like email, chat, and social media into one unified system. This consolidation reduced the risk of missed messages and duplicated efforts. The automation features, such as macros and triggers, assisted in handling repetitive tasks more efficiently, which allowed support engineers to focus on more complex issues. Even with occasional use, the platform’s centralized approach and automation tools seemed to support faster resolutions and better team collaboration.
Send - desk!
What do you like best about the product?
It is very easy to handle and work with.
What do you dislike about the product?
It needs a good training to engage as best as possible.
What problems is the product solving and how is that benefiting you?
It is helping me and my team to handle a knowledge base database to assist other.
Worked as tech support engineer and system Administrator for 9 years in IT industry.
What do you like best about the product?
Zendesk tool is used to ticketing tool it is easy to use as a customer service Support.
What do you dislike about the product?
I don't have to much experience in Zendesk
What problems is the product solving and how is that benefiting you?
As customer service used to escalate there query or incident tickets.
Zendesk Support Suite Review: A Complete Customer Service Solution
What do you like best about the product?
Zendesk Support Suite truly shines in its ability to unify customer communication across multiple channels—email, chat, phone, social media—all within a single, intuitive interface. This omnichannel approach ensures that no customer interaction slips through the cracks and provides agents with full context at every step.
What do you dislike about the product?
While Zendesk is a powerful and feature-rich platform, it does have some limitations that can impact usability and flexibility—especially for teams with specific customization or budget needs.
What problems is the product solving and how is that benefiting you?
Faster, more efficient support handling
Higher customer satisfaction due to quicker, contextual responses
Better internal collaboration between agents and departments
Data-driven decisions using real-time reports and dashboards
A more professional and consistent customer experience
Higher customer satisfaction due to quicker, contextual responses
Better internal collaboration between agents and departments
Data-driven decisions using real-time reports and dashboards
A more professional and consistent customer experience
Reliable and Intuitive for Scaled Support with all the flexibility you could ask for.
What do you like best about the product?
I’ve used Zendesk across different organizations and team structures, and it consistently stands out as a reliable and well-designed customer support platform. The interface is clean, and once the workflows are configured, it becomes second nature to manage tickets, track SLAs, and collaborate across internal teams.
What I appreciate most is the level of customization — from macros and triggers to detailed analytics dashboards — allowing for efficiency at scale without compromising personalization.
I’ve also used Zendesk in conjunction with tools like Jira and Slack, and the integrations are smooth, which makes cross-functional visibility much easier. There’s a bit of a learning curve initially for agents new to ticketing systems, but the documentation and help center are quite robust.
What I appreciate most is the level of customization — from macros and triggers to detailed analytics dashboards — allowing for efficiency at scale without compromising personalization.
I’ve also used Zendesk in conjunction with tools like Jira and Slack, and the integrations are smooth, which makes cross-functional visibility much easier. There’s a bit of a learning curve initially for agents new to ticketing systems, but the documentation and help center are quite robust.
What do you dislike about the product?
If the pricing could be more flexible, especially for smaller teams looking to scale gradually, we'd love it more. But overall, Zendesk has helped streamline customer experiences and reduce response time significantly.
What problems is the product solving and how is that benefiting you?
The flexibility of it allows me to custom fit it to each tool and individual need that I want to. The results I want to derive and oversee the process with great details and clarity. This helps me create me as many options and templates I want, as many things and choices to add with my Database and users. Ability to manage internal and external communication on the same place while staying on the subject is golden when it comes to customer complaints or process related issues and resolving them. The bottleneck of projects have gone as low as to almost zero without any extra effort then usual. Not to mention the ability to trace each thing with a digital footprint and a timeline along with action taken, matter communicated is great as well.
Best tool to monitor Service Tickets
What do you like best about the product?
Zendesk Support Suite is a tool, which is very user friendly interface to monitor service tickets, and also to update the tickets. we can use it instantly, because of ease of implementation and Integration.
What do you dislike about the product?
Didn't much, as I didn't face any issues. While trying to reach Customer Support, didn't get response quickly.
What problems is the product solving and how is that benefiting you?
CRM related it is very helpful and we can easily use of this tool, it is very easy to integrate also. Options placed all in one place which makes our job easy.
My Outlook on Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite has a unified support across email, chat, social media, phone, and messaging apps, allowing agents to manage all queries from a single interface, which simplifies workflows and improves efficiency. Along with powerful ticketing system that centralizes customer requests, supports customizable fields, and tracks history for personalized support. Also it's robust automation—including AI-powered ticket routing, workflow triggers, and macros—that reduces agent workload and speeds resolution.
Self-service options, Extensive reporting and analytics tools, good integration systems with third party makes it a great tool for us to use.
Self-service options, Extensive reporting and analytics tools, good integration systems with third party makes it a great tool for us to use.
What do you dislike about the product?
Zendesk Support Suite can be expensive at higher tiers. Also it has a steep learning curve making it a little difficult for new or smaller teams to understand and utilize the tool. Interoperability between some modules might be an issue at the beginning of usage period as well.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helped us a lot in theme customization for our help desk systems. It also automated workflows for agent on customer support side.
Zendesk Support Suite - Review
What do you like best about the product?
What I like best about Zendesk Support Suite is its unified, omnichannel experience. It allows support teams to manage email, chat, voice, and social messaging from a single dashboard, which streamlines workflows and improves response time. The intuitive UI, powerful automation tools like triggers and macros, and deep reporting/analytics through Explore make it easy to scale support operations and maintain high customer satisfaction.
Additionally, the ability to customize the experience with apps and integrations, combined with a strong knowledge base through Guide, makes Zendesk a robust solution for both agents and customers
Additionally, the ability to customize the experience with apps and integrations, combined with a strong knowledge base through Guide, makes Zendesk a robust solution for both agents and customers
What do you dislike about the product?
What I dislike about Zendesk Support Suite is the complexity of customization and limitations in native reporting. While the platform offers powerful features, setting up advanced workflows or deeply customizing ticket forms often requires developer support or third-party apps. Additionally, Zendesk Explore, the reporting tool, has a learning curve and sometimes lacks flexibility for non-technical users who want to build real-time, granular reports quickly.
Another area of improvement is performance—larger teams sometimes face slow load times, especially when handling high ticket volumes or switching between views. Lastly, some core features like SLA policies or CSAT customization are locked behind higher-tier plans, which can be restrictive for growing teams.
Another area of improvement is performance—larger teams sometimes face slow load times, especially when handling high ticket volumes or switching between views. Lastly, some core features like SLA policies or CSAT customization are locked behind higher-tier plans, which can be restrictive for growing teams.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve the problem of fragmented customer communication by unifying all support channels—email, chat, social, and voice—into one platform. This ensures that our team can manage conversations efficiently without switching tools, leading to faster resolution times and a more consistent customer experience.
It also helps us streamline our internal workflows through automation (like triggers, macros, and SLAs), which reduces manual effort and allows agents to focus more on high-impact interactions. The ticketing system and audit trails ensure accountability and transparency in support processes.
The biggest benefit is improved customer satisfaction and operational efficiency. With Zendesk, we’re able to provide timely, personalized support while scaling our efforts across a growing user base.
It also helps us streamline our internal workflows through automation (like triggers, macros, and SLAs), which reduces manual effort and allows agents to focus more on high-impact interactions. The ticketing system and audit trails ensure accountability and transparency in support processes.
The biggest benefit is improved customer satisfaction and operational efficiency. With Zendesk, we’re able to provide timely, personalized support while scaling our efforts across a growing user base.
Robust and Scalable Customer Support Platform
What do you like best about the product?
Easy multichannel ticketing, clean UI, strong automation, and great app integrations.
What do you dislike about the product?
Setup takes time, and some key features are locked behind higher pricing tiers.
What problems is the product solving and how is that benefiting you?
It unifies support channels, speeds up responses, and boosts customer satisfaction.
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