Zendesk Suite
ZendeskExternal reviews
6,506 reviews
from
and
External reviews are not included in the AWS star rating for the product.
"Streamlined and Scalable: Zendesk Simplifies Our Customer Support"
What do you like best about the product?
What I like best about Zendesk Support Suite is its unified interface and seamless omnichannel support. It allows us to manage email, chat, social, and phone conversations from one place, which greatly improves agent productivity and customer experience. The automation features like triggers, macros, and SLAs help us streamline workflows and ensure no ticket falls through the cracks. Additionally, the integration with third-party apps and the ability to customize workflows using Zendesk's API are major advantages for scaling support operations.
What do you dislike about the product?
While Zendesk Support Suite is a powerful tool, there are a few areas where it could be even better. The initial setup and customization can be a bit complex for new users, especially without prior experience in support platforms. Some advanced features may require higher-tier plans, which might not be ideal for smaller teams. That said, Zendesk offers excellent documentation and community support, which helps smooth out the learning curve. With continuous updates and improvements, we’re confident these areas will keep evolving.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us centralize and streamline our customer support across multiple communication channels. Previously, managing emails, chats, and calls across different platforms created silos, delays, and inconsistent responses. With Zendesk, we now have a unified workspace that improves team collaboration, ensures faster resolution times, and gives us full visibility into the customer journey.
The automation tools have significantly reduced manual tasks, allowing our agents to focus on high-impact interactions. The reporting and analytics features give us actionable insights to continuously improve support quality and team performance. Overall, Zendesk has improved customer satisfaction while making our support operations more efficient and scalable.
The automation tools have significantly reduced manual tasks, allowing our agents to focus on high-impact interactions. The reporting and analytics features give us actionable insights to continuously improve support quality and team performance. Overall, Zendesk has improved customer satisfaction while making our support operations more efficient and scalable.
Made Zendesk work like magic (even when it wasn’t supposed to).
What do you like best about the product?
Honestly? The flexibility and control it gives me. Whether I need to automate workflows, build custom triggers, set up CSAT flows, or plug into external APIs Zendesk just fits.
The Support Suite brings everything into one place — tickets, chat, email, even botsand that unified view makes life easier for both agents and devs like me. And with the Sunshine platform, you can go wild with custom objects, which is a huge win for building tailored experiences.
The Support Suite brings everything into one place — tickets, chat, email, even botsand that unified view makes life easier for both agents and devs like me. And with the Sunshine platform, you can go wild with custom objects, which is a huge win for building tailored experiences.
What do you dislike about the product?
Zendesk is powerful, but it often feels like it’s not keeping up with real-world use cases especially for teams that want to go beyond the basics.
I've shared multiple feedback points over time like needing webhook support for article events, more control over CSAT customization, and better options for content triggers or automation in the Help Center but there’s usually no clear roadmap or follow-up.
Also, many advanced workflows rely on workarounds or stitching things together with external scripts, when they could easily be native features. It sometimes feels like Zendesk is focused more on UI tweaks and less on the power user backend needs that teams like ours rely on daily.
I've shared multiple feedback points over time like needing webhook support for article events, more control over CSAT customization, and better options for content triggers or automation in the Help Center but there’s usually no clear roadmap or follow-up.
Also, many advanced workflows rely on workarounds or stitching things together with external scripts, when they could easily be native features. It sometimes feels like Zendesk is focused more on UI tweaks and less on the power user backend needs that teams like ours rely on daily.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize customer support across multiple channels email, chat, help center and manage everything from one place. Instead of juggling different tools or systems, agents and admins work in a unified space with consistent data.
For me as a developer/admin, Zendesk gives enough flexibility (via triggers, APIs, and automations) to build internal tools, run custom workflows, and integrate with other platforms like CRM or analytics. It’s also helped us improve ticket routing, agent efficiency, and reporting with macros, SLAs, and views.
Overall, it reduces manual effort, improves response time, and gives us more visibility into how support is functioning.
For me as a developer/admin, Zendesk gives enough flexibility (via triggers, APIs, and automations) to build internal tools, run custom workflows, and integrate with other platforms like CRM or analytics. It’s also helped us improve ticket routing, agent efficiency, and reporting with macros, SLAs, and views.
Overall, it reduces manual effort, improves response time, and gives us more visibility into how support is functioning.
Amazing tool!
What do you like best about the product?
Zendesk help in prioritizing the tickets and also for someone new to the tool can easily understand how to use the application without training.
What do you dislike about the product?
There is nothing that I didnt like. It was a perfect application.
What problems is the product solving and how is that benefiting you?
For me it was SLA and prioritizing the tickets.
Simplifies Customer Support Like Magic!
What do you like best about the product?
The best part about Zendesk Support Suite is how effortlessly it brings all customer conversations, whether from email, chat, social media, or calls, into one unified dashboard. This makes it super easy to track, respond, and resolve issues without juggling multiple tools.
What do you dislike about the product?
It has a bit of a learning curve, and some settings are hard to find. Also, the cost can add up quickly for small teams needing advanced features.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage customer support across multiple channels in one place, no more switching between tools. It organizes tickets, automates responses, and tracks performance, which saves time and improves our response speed and customer satisfaction.
Best Support ticketing tool ever
What do you like best about the product?
The interface is one of the best and cleanest I have ever seen, I have used salesforce and many other ticketing tool but Zendesk is way ahead in terms of its interface.
And you can link any ticket, customize your views and see various details in the tickets.
And you can link any ticket, customize your views and see various details in the tickets.
What do you dislike about the product?
There isn't much that I can say here, not sure if I hate anything as I said I love this tool for sure.
What problems is the product solving and how is that benefiting you?
I think Zendesk has clean UI which helps to learn its tool in few hours, and also it has a feature where you can actually view the person or user editing the ticket, viewing the ticket or number of views from the support team which I find most attractive feature ever, so that there is no confusion about whos working on the ticket.
A great set of tools for all support needs
What do you like best about the product?
It was surprisingly easy to use and intuitive and the customer support is robust, thoroughly impressed.
What do you dislike about the product?
I haven't used it long enough to note downsides but perhaps more explanation can be added for non-technical users.
What problems is the product solving and how is that benefiting you?
The chatbot helped in lead capture and moving the lead along the marketing and sales funnel.
Easy to use and navigate, handling tickets have never been easier.
What do you like best about the product?
Unresolved tickets have their separate section, I just login and start working on the unresolved ones.
What do you dislike about the product?
Words formatting is not top notch. It need improvements
What problems is the product solving and how is that benefiting you?
Resolving issues related to customer transactions. It helps in getting pre requisite info regarding transactions as customers are asked to provide those details before raising a ticket
Honest Review
What do you like best about the product?
I’ve used Zendesk Support Suite for handling customer support, and overall it’s a very good tool. It helps you manage tickets from email, Monitoring tools and etc, all in one place. No need to switch between apps.
The interface is clean and easy to use, even for new support agents. It has good automation features to save time, and the reporting is also helpful to track team performance.
The interface is clean and easy to use, even for new support agents. It has good automation features to save time, and the reporting is also helpful to track team performance.
What do you dislike about the product?
Only thing is, it can become a bit expensive if you need advanced features or have a big team.
What problems is the product solving and how is that benefiting you?
it makes the ticket handling and support workflow easy, and recorded
One of the best support tools out there!
What do you like best about the product?
I have used many ticketing tools over the years, but nothing beats the customisation, versatility and ease of zendesk.
What do you dislike about the product?
Price is too high for small organisations to adopt.
What problems is the product solving and how is that benefiting you?
Managing multiple tickets and chats . Routing them efficiently and generating great reports.
A Powerful and Intuitive Customer Support Platform Efficient, Scalable, and User-Friendly
What do you like best about the product?
Zendesk has significantly transformed the way our team handles customer support. Its intuitive interface, robust ticketing system, and automation capabilities have streamlined our workflows and improved overall efficiency.
What do you dislike about the product?
While Zendesk is a popular customer support tool, our experience has been less than satisfactory. The platform, though feature-rich, often feels overly complicated and not as customizable as we would like. Simple tasks sometimes require multiple steps, slowing down productivity rather than improving it.
What problems is the product solving and how is that benefiting you?
1. Fragmented Communication Channels
Before Zendesk, managing support across email, chat, social media, and phone was disjointed and inefficient. Zendesk unifies all customer conversations into one platform, eliminating silos and providing full context for every interaction.
2. Inconsistent Customer Experiences
By using automation tools like triggers, macros, and SLAs, we can ensure customers get timely, consistent responses—regardless of which agent is handling the ticket.
3. Lack of Visibility and Reporting
Previously, we had limited insight into team performance and customer satisfaction. Zendesk’s built-in analytics and customizable dashboards now give us real-time data to monitor KPIs, agent productivity, and customer feedback (CSAT scores).
Before Zendesk, managing support across email, chat, social media, and phone was disjointed and inefficient. Zendesk unifies all customer conversations into one platform, eliminating silos and providing full context for every interaction.
2. Inconsistent Customer Experiences
By using automation tools like triggers, macros, and SLAs, we can ensure customers get timely, consistent responses—regardless of which agent is handling the ticket.
3. Lack of Visibility and Reporting
Previously, we had limited insight into team performance and customer satisfaction. Zendesk’s built-in analytics and customizable dashboards now give us real-time data to monitor KPIs, agent productivity, and customer feedback (CSAT scores).
showing 171 - 180