Zendesk Suite
ZendeskReviews from AWS customer
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ZenDesk Review
What do you like best about the product?
Very easy to use and onboard new CS agents.
What do you dislike about the product?
Not industry focused, new vendor is tho.
What problems is the product solving and how is that benefiting you?
We used to use Zendesk at Rubiko.Tech - which has now went bankrupt, but at the time it was helping us 'tag' specific cases depending on the nature of the inquiry (i.e technical,bonuses,etc) and enabled us to have a trackable ticketing system, where customers get assigned as CS rep automatically and notified to follow up etc.
Powerful and Reliable—But Be Ready for a Learning Curve
What do you like best about the product?
Zendesk is an incredibly powerful tool for managing customer support at scale. I use it daily and genuinely love how robust, customizable, and reliable it is. The automation features, ticket views, macros, and integrations make it a top-tier platform for teams that want to streamline support without sacrificing visibility or control. It has a free option for startups and is relatively cheap if you keep headcount down.
That said, I wouldn’t call it “plug and play.” For beginners or smaller teams, the sheer number of features can feel overwhelming at first. It takes time to set up your workflows well—and even longer to master things like triggers, automations, and help center theming.
But once you’re past that learning curve, Zendesk becomes an indispensable part of your tech stack. I can’t imagine running support without it. And I believe in thinking ahead. How painful and complicated will your migration from a lesser product be when you finally decide you must upgrade to Zendesk?
Pros:
• Extremely customizable
• Powerful automations and workflow management
• Excellent integrations
• Scales well with team growth
Advice to others:
Take the time to learn the system and invest in setup. It pays off long-term.
That said, I wouldn’t call it “plug and play.” For beginners or smaller teams, the sheer number of features can feel overwhelming at first. It takes time to set up your workflows well—and even longer to master things like triggers, automations, and help center theming.
But once you’re past that learning curve, Zendesk becomes an indispensable part of your tech stack. I can’t imagine running support without it. And I believe in thinking ahead. How painful and complicated will your migration from a lesser product be when you finally decide you must upgrade to Zendesk?
Pros:
• Extremely customizable
• Powerful automations and workflow management
• Excellent integrations
• Scales well with team growth
Advice to others:
Take the time to learn the system and invest in setup. It pays off long-term.
What do you dislike about the product?
Cons:
• Steep learning curve
• Admin UI can feel dense for new users
• Steep learning curve
• Admin UI can feel dense for new users
What problems is the product solving and how is that benefiting you?
Zendesk helps us centralize and streamline all our customer support workflows in one place. Before Zendesk, we were juggling multiple tools and lacked visibility into support volume, response times, and ticket history. Now, we can automate repetitive tasks, track key metrics, and deliver faster, more consistent support. The knowledge base and proactive messaging features have also helped us reduce ticket volume by enabling more self-service. Overall, Zendesk has improved both our team efficiency and customer satisfaction.
Zendesk
What do you like best about the product?
Zendesk is user-friendly and easy to do the admin things, and user navigation is easy
What do you dislike about the product?
There is no dislikes for zendesk, it is the very good product
What problems is the product solving and how is that benefiting you?
Zendesk helped me to communicate with customers very easily.
Zendesk Review
What do you like best about the product?
Agents don’t need to jump between tools to track conversations — they get the full customer context in one place, making it faster and easier to resolve issues.
What do you dislike about the product?
It brings together email, chat, voice, social messaging, and help center interactions into one interface.
What problems is the product solving and how is that benefiting you?
Agents can see the full customer journey and respond faster with context, avoiding duplicated efforts or inconsistent replies.
A Powerful and Scalable Solution, But Be Prepared for the Cost
What do you like best about the product?
What I like best about Zendesk Support Suite is its comprehensive and unified approach to customer support. The platform excels at bringing all customer interactions—whether they're from email, live chat, social media, or phone calls—into a single, cohesive agent workspace. This omnichannel capability is a huge advantage for my team, as it eliminates the need to jump between different tools and allows us to have a complete view of a customer's history in one place.
What do you dislike about the product?
while the platform is very powerful, it can feel overwhelming at times. The steep learning curve for new users can be a challenge
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the problem of fragmented and inefficient customer support. It brings all customer conversations—from email, chat, social media, and phone—into a single, unified platform.
This benefits me by:
* **Improving efficiency:** My team can manage all requests from one place, eliminating the need to switch between different tools and saving time.
* **Enhancing customer experience:** Having a complete history of every customer interaction in a single view allows my team to provide faster, more personalized, and effective support.
* **Providing valuable insights:** The built-in reporting and analytics give me a clear picture of team performance and customer trends, helping me make data-driven decisions to improve service quality.
* **Empowering customers:** The self-service knowledge base reduces our ticket volume by allowing customers to find answers on their own.
This benefits me by:
* **Improving efficiency:** My team can manage all requests from one place, eliminating the need to switch between different tools and saving time.
* **Enhancing customer experience:** Having a complete history of every customer interaction in a single view allows my team to provide faster, more personalized, and effective support.
* **Providing valuable insights:** The built-in reporting and analytics give me a clear picture of team performance and customer trends, helping me make data-driven decisions to improve service quality.
* **Empowering customers:** The self-service knowledge base reduces our ticket volume by allowing customers to find answers on their own.
Great all-in-one support tool .
What do you like best about the product?
Zendesk Support Suite is a powerful platform that integrates multiple support channels, making customer service easier to manage the automation features, like ticket routing and workflows, save a lot of time. The reporting tools are also very robust, helping us track customer satisfaction and agent performance.
What do you dislike about the product?
The interface can be overwhelming for new users, and it takes some time to get used to all the features.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the problem of managing customer support across multiple channels (email, chat, social media) by centralizing everything into one platform. This benefits us by streamlining communication and making it easier to track and resolve customer issues quickly. The automation of ticket routing, responses, and reporting has significantly improved efficiency, allowing us to provide faster, more personalized support. It’s helped reduce response times and increased customer satisfaction, making our support team more productive and effective overall.
Great support but could be simpler
What do you like best about the product?
It does great job of pulling all conversations into one place. The automations and integrations like slack, are super useful once set them up
What do you dislike about the product?
Setup sometimes can be a bit headache. So many options are there it feels overwhelming
What problems is the product solving and how is that benefiting you?
It keeps all customer request in one place so nothing gets lost
A Reliable CS Solution
What do you like best about the product?
The initial setup for email is simple and doesn't require much previous knowledge of the system.
It can be fairly customized regarding agent interaction and essential features are understandable when going through the admin center, with enough articles and guides to browse through and learn the basics in case any doubts come up.
It can be fairly customized regarding agent interaction and essential features are understandable when going through the admin center, with enough articles and guides to browse through and learn the basics in case any doubts come up.
What do you dislike about the product?
Some of the features for non-enterprise plans are a bit limited when it comes to tailoring some of the features, but it shouldn't be a problem for most businesses.
The learning curve for some of the more detailed features is a bit harder to go through, so implementation partners are recommended
The learning curve for some of the more detailed features is a bit harder to go through, so implementation partners are recommended
What problems is the product solving and how is that benefiting you?
It solves main user contact, help desk and knowledge base articles (both for AI and end users), internal escalation of cases as well as organizing user complaints and inquiries with views and queue-based routing.
User contact becomes traceable and easy to navigate, and reports help tracking the overall inbound volumes, efficiency in response times, form fields and tags make it easy to close cases for further quality analysis and evaluation of the company's performance based on reports that provide insights as to what are the most common contact reasons.
User contact becomes traceable and easy to navigate, and reports help tracking the overall inbound volumes, efficiency in response times, form fields and tags make it easy to close cases for further quality analysis and evaluation of the company's performance based on reports that provide insights as to what are the most common contact reasons.
Customizable and feature-rich
What do you like best about the product?
Zendesk's customizations make it easy for us to migrate from our existing solution, and add enhancements to increase our effectiveness.
What do you dislike about the product?
Licensing is a twice as expensive compared to our previous solution
What problems is the product solving and how is that benefiting you?
Tracking inbound requests from clients
A SOLID FOUNDATION FOR CUSTOMER EXPERIENCE MANAGEMENT
What do you like best about the product?
Zendesk support suite helps manage customer conversation across channels without the chaos. the ticketing system is smooth, automation saves time and reporting gives the insights i need to improve. it has helped my team stay organized, respond faster, and deliver better support overall.
What do you dislike about the product?
The interface while clean can feel a bit clunky when managing a high volumes of tickets. some features like reporting and customization aren't as flexible as i would like and often require workarounds or extra tools.
What problems is the product solving and how is that benefiting you?
Zendesk support suite helps solve the challenge of managing customer support across multiple channels. Instead of juggling emails, chats, and social messages in separate tools everything is centralized making it easier to track, respond and resolve issues quickly. It also helps with team coordination.
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