Zendesk Suite
ZendeskExternal reviews
6,483 reviews
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Get platform, clean and easy to use.
What do you like best about the product?
I got to use Zendesk Support when I worked in a non-voice customer support role (chat) at LSM India. Compared to the platform I used in my previous job, Zendesk was much easier to learn and work with.
Even during training, I quickly understood how it works. What I liked most is how clearly everything is laid out — all the customer details and tools you need are right there, no need to dig through multiple menus like with some other systems.
Overall, it made my work smoother and saved a lot of time while chatting with customers.
Even during training, I quickly understood how it works. What I liked most is how clearly everything is laid out — all the customer details and tools you need are right there, no need to dig through multiple menus like with some other systems.
Overall, it made my work smoother and saved a lot of time while chatting with customers.
What do you dislike about the product?
To be honest, it's hard to recall anything I really disliked. I'm not trying to sugarcoat — it’s just that, compared to the outdated CRM and chat platforms I’ve used in the past, Zendesk felt like a big upgrade.
From my professional experience, the only issue I ever noticed was a few rare instances of server downtime — and I really mean very few. Other than that, it worked smoothly.
From my professional experience, the only issue I ever noticed was a few rare instances of server downtime — and I really mean very few. Other than that, it worked smoothly.
What problems is the product solving and how is that benefiting you?
For me, Zendesk Support Suite mainly solved the issue of scattered information and made handling multiple customer chats feel less overwhelming. It helped improve response speed and accuracy without adding extra steps to my workflow.
It also reduced the need to rely on external tools or manually track customer data, which made my overall work experience smoother and more efficient.
It also reduced the need to rely on external tools or manually track customer data, which made my overall work experience smoother and more efficient.
Useful tool in handling issues in customer service.
What do you like best about the product?
It helps to maintain and check interaction between customers in one, safe place rather than using different softwares.
What do you dislike about the product?
Someitimes, Zendesk does not update real-time conversations which becomes confusing.
What problems is the product solving and how is that benefiting you?
It helps me to check the older conversations with the client easily.
It helps me to maintain client details in one place.
It helps me to track the queries of the clients.
It helps me to maintain client details in one place.
It helps me to track the queries of the clients.
Balanced B2B Insight
What do you like best about the product?
As a B2B SaaS manager, I appreciate Zendesk Support Suite as a robust, mature solution that delivers on its core promise: unified, efficient, and intelligent customer engagement. Its major strengths lie in omnichannel handling, time-saving automation, and actionable analytics—making it an excellent foundation for sophisticated support operations.
What do you dislike about the product?
However, be prepared for some complexity in setup and incremental cost as you scale beyond basic tiers. Teams should budget not only for licensing but also for training, potential developer time, and add‑on feature costs. If your operation demands high configurability, onboarding flexibility, and predictable pricing, careful planning is essential.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us streamline and scale our customer support operations by unifying all channels—email, chat, web, and social—into a single, centralized workspace. This omnichannel integration ensures that agents have complete context across conversations, which reduces handoffs, improves resolution times, and ultimately delivers a more consistent customer experience.
The platform's automation tools (macros, triggers, AI-based routing) have been particularly beneficial as we’ve grown. They've allowed us to deflect repetitive tickets, enforce SLAs, and maintain response quality with a leaner team. We’ve also gained visibility into performance through robust reporting and analytics—enabling data-driven staffing, training, and workflow optimization decisions.
The platform's automation tools (macros, triggers, AI-based routing) have been particularly beneficial as we’ve grown. They've allowed us to deflect repetitive tickets, enforce SLAs, and maintain response quality with a leaner team. We’ve also gained visibility into performance through robust reporting and analytics—enabling data-driven staffing, training, and workflow optimization decisions.
Support Behemoth
What do you like best about the product?
It's powerful, it's big, and it has a large ecosystem of supporting plugins.
Filters and tags are a powerful feature. Daily use of it in the support team. It was relatively easy to implement and integrate it with our current product.
Ease of use was also straightforward.
Filters and tags are a powerful feature. Daily use of it in the support team. It was relatively easy to implement and integrate it with our current product.
Ease of use was also straightforward.
What do you dislike about the product?
The fact how big it is—it often translated into receiving a support with a 2-3 day delay.
The fact how big the ecosystem was—at times it meant that any additional plugin would need to be purchased off the market, separately from the core product, which was already at a hefty price.
The price in the end drove us away, looking for a more afordable solution.
The fact how big the ecosystem was—at times it meant that any additional plugin would need to be purchased off the market, separately from the core product, which was already at a hefty price.
The price in the end drove us away, looking for a more afordable solution.
What problems is the product solving and how is that benefiting you?
Helpdesk + knowledge base in one app.
Robust Customer Support Platform with Excellent Integration Features
What do you like best about the product?
Zendesk Support Suite offers a centralized, clean, and intuitive interface that simplifies ticket management across email, chat, and social channels. The automation features like triggers, macros, and workflows save time and increase team efficiency. Integration with Slack and Salesforce also works seamlessly, which helped our support team stay in sync with product and sales.
What do you dislike about the product?
The biggest downside is the steep learning curve when it comes to setting up automations and custom views. Reporting and analytics features are also somewhat limited unless you upgrade to higher-tier plans. The mobile app feels slower and less optimized compared to the desktop version. Customer support response times can be inconsistent on lower plans.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps streamline customer service operations by centralizing tickets across channels like email, chat, and social. It reduces response times, boosts agent productivity through automations, and improves visibility into team performance. The result is better customer satisfaction and more efficient workflows.
Good overall
What do you like best about the product?
Its ability to centralize Customer interaction across various channels like email, chat, Social media
What do you dislike about the product?
Nothing as particular, Everything is good
What problems is the product solving and how is that benefiting you?
About everything
Zendesk carful review
What do you like best about the product?
Helpful is Omnichannel support, handover webchat conversation, Analytics UI is good, Advance Ai features are phenomenal, and chatbot support is top notch. Too many Services for explore. easy customization than jira, Easy Integration.
What do you dislike about the product?
Its expensive, for non technical guy and person difficult to understand easy customization, or small teams cant afford zendesk or we can have separate sub support if teams are small. Implementation is bit difficult.
What problems is the product solving and how is that benefiting you?
chatbot support, conversational support mostly using
Streamlined Support with Powerful Tools
What do you like best about the product?
Zendesk Support Suite offers a unified workspace that makes managing customer interactions across multiple channels (email, chat, social, phone) incredibly efficient. I especially appreciate the automation tools, like triggers and macros, which save time on repetitive tasks. The interface is clean and customizable, making it easy for agents to stay organized. Reporting and analytics are also strong, helping us track performance and improve our support operations
What do you dislike about the product?
While Zendesk Support Suite is powerful, it can be overly complex and difficult to configure without prior experience. The admin interface isn't always intuitive, especially when setting up workflows, triggers, or custom fields. Additionally, some features that feel essential (like advanced reporting or multiple brand management) are locked behind higher pricing tiers. Customer support from Zendesk can also be slow or unhelpful at times, which is frustrating when you're trying to resolve time-sensitive issues.
Q
Q
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize and manage all customer support requests in one platform, which eliminates the confusion and delays caused by juggling multiple communication channels. By streamlining our workflows with automations, triggers, and macros, we’ve reduced first-response and resolution times significantly. The ability to assign and track tickets also improves team collaboration and accountability. As a result, we’ve seen increased customer satisfaction, better visibility into our support performance, and more efficient use of our team's time.
Easy to use and great for managing customer support
What do you like best about the product?
Zendesk is simple to use and keeps everything organized. It helps our support team manage tickets without getting overwhelmed. The automation features like macros and triggers save a lot of time. It also works well with other tools we use, like Slack and Jira. The dashboard gives a good overview of our team’s performance.
What do you dislike about the product?
Some settings can be hard to figure out, especially if you’re new. Also, a few useful features are only available in the more expensive plans. Reporting (Explore) is helpful but can be slow to update sometimes.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy for our team to track and respond to customer requests in one place. It’s helped us respond faster, stay more organized, and improve the support experience for our customers.
One of the best support software
What do you like best about the product?
Connectivity and ease of use , WHERE CONNECTING WITH END CUSTOMER WAS MADE EASY
What do you dislike about the product?
NOTHING MUCH, LEARNING CURVE MAYBE,,,,,,,
What problems is the product solving and how is that benefiting you?
NOTHING MUCH, LEARNING CURVE MAYBE.....
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