Zendesk Suite
ZendeskExternal reviews
6,513 reviews
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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.
Very nice experience
What do you like best about the product?
The management and the best part the dashboards
What do you dislike about the product?
Nothing my experience is good with applications
What problems is the product solving and how is that benefiting you?
We are using as ticketing tool
Best AI enhanced support platform
What do you like best about the product?
It enables support across email, live chat, social messaging, voice calls, and in-app support, all in one interface making it suitable for all scenarios.
What do you dislike about the product?
not suitable for smaller screens. the pricing is little high.
What problems is the product solving and how is that benefiting you?
It has a strong self-service support. A complete all-in-one solution platform which smoothly manages customer interaction via mail, chat, voice and more from a ticketing system.
Good support with secured access with multiple options available
What do you like best about the product?
Ticketing
Multi support
Live chat and messaging
Automation macros
Agent workspace
Multi support
Live chat and messaging
Automation macros
Agent workspace
What do you dislike about the product?
Feature access
Price and limitations
Data export problem
Mobile app inefficiency
Agent suite account management problem
Price and limitations
Data export problem
Mobile app inefficiency
Agent suite account management problem
What problems is the product solving and how is that benefiting you?
Communication channels
Workflows
Customer visibility
Workflows
Customer visibility
A Flexible tool
What do you like best about the product?
Integrated channel support. The ability to have customers interact seamlessly via chat, email and voice & knowledge articles. With customizable ticketing fields and automation options, I can easily categorize and prioritize tickets, ensuring that no customer query goes unanswered.
What do you dislike about the product?
The customer service for Zendesk itself is not that great. They should be looking into complaints and issues more efficiently.
What problems is the product solving and how is that benefiting you?
It is an integrated platform, which is secured and reliable.
We can check out the history of the ticket and can create and search for relevant KBs directly in the ticket panel only
Calculating the workforce and doing calls & chats is just perfect.
It reduces the effort as well the productivity.
We can check out the history of the ticket and can create and search for relevant KBs directly in the ticket panel only
Calculating the workforce and doing calls & chats is just perfect.
It reduces the effort as well the productivity.
Wonderful platform to manage customer interactions
What do you like best about the product?
One platform which brings multiple channels together such as Email, chat, voice, ticketing, macros and analytics together. Users/agents can manage conversations without switching tools. Easy to impement and it can help us automate the repetative tasks with ease.
What do you dislike about the product?
It needs a regular updates, configuration and monitoring to stay effective.
What problems is the product solving and how is that benefiting you?
It helps me to bring multiple channels together such as email, chat, voice etc. It also provides real time dashboards and custom reports which helps in taking a business decision.
Beautiful and Seemless UI
What do you like best about the product?
Customer Support Chat bot with AI agent. The easy of use and UX flow and integrations.
What do you dislike about the product?
Nothing specific , just some AI responses.
What problems is the product solving and how is that benefiting you?
Customer Queries
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