Zendesk Suite
ZendeskExternal reviews
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Great Organization and Efficiency, But Key Features Locked Behind Paywall
What do you like best about the product?
I like the organization of Zendesk Support Suite. The ability to properly assess what kind of support inquires we're getting, the ability to accurately measure how many responses our team is giving. A centralized place for reviewing what information comes in that is accessible to multiple users without the need of a shared gmail inbox. I love that we can reduce the energy spent on tickets with pre-built macros; I love that we can feel a proper sense of accomplishment with "resolved" and "closed" tickets. I found the initial overview of Zendesk's youtube videos extremely helpful in understanding how Zendesk could fit itself into our operations and be the solution to a lot of our pinch points. Although it required several days of trial-and-error set up, I was able to get Zendesk up and running and our team was able to transition into the software, feeling more comfortable about the information coming in. Zendesk has been a great reliever of tension for our support team and support operations. We use Zendesk daily, and we appreciate it allowing us to respond to all of our customers within 24 hours.
What do you dislike about the product?
The paywalling of critical features is not my favorite business practice. Considering inbox management is a key selling point of the software for customer support teams, the ability to email the ticket via Side Conversations is pretty integral to the customer support experience, and makes onboarding the program especially difficult in the transition period as other parties will not know how to use Zendesk; or we may not want them to utilize Zendesk. There's also an initial technical barrier when trying to set up and implement more of Zendesk's features. Like, the forms being robust internally but extremely difficult to integrate into our external websites is a big negative and hard to work around. I also find it requires a lot of self-study. Every new term or feature links to a wikipedia like page that requires trying to read it, and since there's often features on that page you are also new to, it becomes a downwards spiral of trying to understand concepts and features without clear examples to really anchor yourself to.
What problems is the product solving and how is that benefiting you?
Zendesk helps us ditch the overstuffed shared gmail inbox the company has been using for years. It helps us keep track of our open support tickets and communicate more effectively with the ticket organizational system. It gives us numbers and data to use (even if the more nuanced data points are paywalled...). It gives customer support at my company its own legs and makes it feel more reliable and trustworthy. It allows anyone in my company to be trained to do support. It allows an automated initial response which takes care of the headache of people wondering if their email went anywhere. It's been pretty helpful.
Flexible Integrations, But Reporting Needs Improvement
What do you like best about the product?
I love the flexibility that Zendesk has. I also like the wide range of integrations Zendesk has available to improve workflows.
What do you dislike about the product?
Reporting can be a little tricky to understand.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me understand where the bulk of our support efforts are via their reporting. This is also the foundation on which we plan to build automations for employee self service.
Unique Features of Zendesk Support Suite
What do you like best about the product?
I liked best features of Zendesk Support Suite because it is all in one platform centralized communication across multiple channels.Other top rated features like esse of its use with efficiency,reduced manual work,AI chat Chatbots,self service options, Customisation and important it's different pricing tiers.I recommend this software strongly.
What do you dislike about the product?
For small business it is expensive due to its high cost and complex pricing. Sometime integration issues, limited customisation, cancellation difficulties noticed.
What problems is the product solving and how is that benefiting you?
Most important support it brings together support from different Channels like email,chat, phone, media into a single preventing customers having to repeat themselves.Overall it is best for improved productivity,faster resolution,better team performance.
Streamlined support with powerful automation
What do you like best about the product?
What I like best about Zendesk Support Suite is its ease of use and how quickly new agents can adapt to it. The implementation process was straightforward — we were able to get it up and running with minimal technical help. The customer support team at Zendesk is very responsive and always provides practical solutions when issues arise. We use Zendesk frequently throughout the day, and it remains reliable even with heavy ticket volumes. The number of features available—from macros to triggers, reporting, and multi-channel messaging—covers nearly everything we need to run an efficient support desk. Lastly, the ease of integration with our CRM, and internal tools makes it a seamless part of our workflow.
What do you dislike about the product?
While overall powerful, the initial setup and configuration can be a bit complex, especially when integrating multiple brands or departments
What problems is the product solving and how is that benefiting you?
I work in Customer Experience (CX) Support at Simpli Home, and Zendesk Support Suite has been a key part of streamlining our daily operations. It brings all our customer conversations—email, chat, and social—into a single unified dashboard, which makes handling high ticket volumes much easier. The automation tools and AI agents save hours every week by categorizing and routing tickets automatically, allowing our team to focus on high-value interactions.
The knowledge base and self-service features have reduced repetitive inquiries and improved our response times significantly. The reporting and analytics tools also help us monitor agent performance and identify areas to improve customer satisfaction. Overall, Zendesk has helped us maintain a consistent, personalized, and efficient support experience for our customers
The knowledge base and self-service features have reduced repetitive inquiries and improved our response times significantly. The reporting and analytics tools also help us monitor agent performance and identify areas to improve customer satisfaction. Overall, Zendesk has helped us maintain a consistent, personalized, and efficient support experience for our customers
A Powerful and Scalable Platform for Modern Customer Support
What do you like best about the product?
Zendesk Support Suite offers a clean, intuitive interface that makes it easy for agents to manage tickets across channels like email, chat, and messaging. The triggers, automations, and API capabilities make it highly customizable for complex workflows. I especially like how seamlessly it integrates with 3rd party tools, allowing for smooth cross-team collaboration. The analytics and reporting features are also strong — they give a clear view of performance and customer satisfaction trends. Overall, it’s a reliable platform that scales well as your support operations grow.
What do you dislike about the product?
Pricing is on the higher side for small teams
What problems is the product solving and how is that benefiting you?
Modern Customer support
Zendesk- A User friendly support platform which streamlined the customer suupport
What do you like best about the product?
Zendesk provides unified platform where we can manage all our customer interaction like Email, social media, chat, phone without needing to switch between different tools. Zendesk also provides the self service option like the knowledge base where customer can find answers on their own.
What do you dislike about the product?
It is supporting me lot so for me it's a great platform and nothing to dislike.
What problems is the product solving and how is that benefiting you?
Zendesk helped in streamlined operations and improve service quality. It has resolved issues related to managing customer inquiries across diffferent channels. Previously it was hard to keep track pf request coming through social media, chat and emails but with the help of Zendesk, everything into now in one place so no chance to missed any request.
Support That Actually Solves Problems
What do you like best about the product?
I like how easy it is to manage customer tickets from multiple channels in one place.
The automation tools save us a lot of time by handling repetitive tasks.
The interface is clean and user-friendly, making it easy to train new team members.
The automation tools save us a lot of time by handling repetitive tasks.
The interface is clean and user-friendly, making it easy to train new team members.
What do you dislike about the product?
Navigating efficiently between tickets, users, and different views can be challenging.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has greatly improved the efficiency of our customer service operations. With Zendesk, we are able to handle customer inquiries related to orders, returns, and refunds more effectively.
How Zendesk helps us better support our customers
What do you like best about the product?
What we like most about Zendesk Support Suite is its flexibility and scalability. It allows us to adapt the platform to the unique needs of each customer, regardless of their size or industry.
The omnichannel capabilities and the ease of centralizing all customer interactions in one place make a real difference for support teams. Zendesk’s automation tools and AI features also help improve response times and reduce repetitive work, allowing agents to focus on what really matters — the customer experience.
From a partner perspective, we also value the ease of implementation and integration with other tools, which helps us deliver efficient projects and tangible results faster.
The omnichannel capabilities and the ease of centralizing all customer interactions in one place make a real difference for support teams. Zendesk’s automation tools and AI features also help improve response times and reduce repetitive work, allowing agents to focus on what really matters — the customer experience.
From a partner perspective, we also value the ease of implementation and integration with other tools, which helps us deliver efficient projects and tangible results faster.
What do you dislike about the product?
Overall, Zendesk Support Suite is a comprehensive and dependable platform. However, as is often the case with robust solutions, some of the more advanced configurations may demand extra time or technical know-how.
At times, specific features or integrations are initially launched in English before being fully localized, which can delay adoption for certain customers.
Nevertheless, Zendesk’s ongoing development and solid product roadmap tend to resolve these issues promptly, and the platform continues to improve with each new release.
At times, specific features or integrations are initially launched in English before being fully localized, which can delay adoption for certain customers.
Nevertheless, Zendesk’s ongoing development and solid product roadmap tend to resolve these issues promptly, and the platform continues to improve with each new release.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps our customers centralize all their customer service channels — email, chat, phone, social media, and messaging — in a single, easy-to-manage platform.
This unified approach allows support teams to work more efficiently, reduce response times, and provide a consistent, high-quality experience across every interaction.
For us as a Partner, it means we can implement scalable and measurable solutions that truly improve both customer satisfaction and agent productivity. It also gives us the flexibility to design custom workflows and automations that adapt to each client’s business model, helping them grow while keeping the customer at the center.
This unified approach allows support teams to work more efficiently, reduce response times, and provide a consistent, high-quality experience across every interaction.
For us as a Partner, it means we can implement scalable and measurable solutions that truly improve both customer satisfaction and agent productivity. It also gives us the flexibility to design custom workflows and automations that adapt to each client’s business model, helping them grow while keeping the customer at the center.
Why opt Zendesk for your Business
What do you like best about the product?
Zendesk is a powerful and scalable customer support platform with a user-friendly interface and rich feature set. Implementation is smooth, and it integrates well with popular tools like Slack and Salesforce. While customer support is responsive, Zendesk Voice needs improvement in reliability and functionality. We use it daily to manage tickets, automate workflows, and gain insights through robust reporting
What do you dislike about the product?
Zendesk is a powerful platform for scaling customer support, especially for teams that need flexibility and depth. While there’s room for improvement—particularly in voice capabilities—it remains a top contender in the helpdesk space.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has enabled us to centralize and streamline our customer communications by bringing together email, chat, social media, and phone interactions into one manageable platform. By addressing the issue of fragmented support, it provides unified ticketing, automation, and reporting tools. We have seen improvements in our response times, a reduction in manual workload, and an overall enhancement in customer satisfaction thanks to the consistent and efficient service it allows us to deliver.
Highly Recommended CRM for Customers' Satisfaction
What do you like best about the product?
We can navigate through the insights in order to monitor our customers' satisfaction and agents activity and their performances. At the same time we can also monitor average ticket resolution time calls activity.
What do you dislike about the product?
The call quality is not up to the mark. I have observed the recordings, the quality of sound is not that good while speaking to the customers even after using great quality headphones. I would suggest this needs to be improved.
What problems is the product solving and how is that benefiting you?
We are running an e-commerce company selling furniture in USA. We are resolving all the customer complaints through Zendesk for several years now. Using Zendesk, we are able to get all our customer's queries at one platform and it becomes very easy for us to resolve those queries via Zendesk Support, Tickets, Chats and Calls. We are able to use knowledge base, automated responses to save our agents' time while maintaining the quality of the responses, resulting into more satisfied customers.
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