Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Zendesk :- Best for tracking , supporting & resolving the tickets
What do you like best about the product?
Simple to learn , to how to use zendesk for raise the ticket.
What do you dislike about the product?
Nothing , everything is fine. There is no any issues with it.
What problems is the product solving and how is that benefiting you?
When I was working with Byju's , my first company . There I was using Leadsquared & Ameyo software. Whenever i was facing any problems then i just raised the ticket on the zendesk & team immediately support me.
ROI analysis Feature comparisons vs. tools like Freshdesk
What do you like best about the product?
Zendesk Support Suite is a unified customer service platform that brings together various support channels—email, chat, voice, social messaging—into one seamless interface, allowing businesses to provide personalized, consistent, and efficient support.
What do you dislike about the product?
Cost can scale quickly with add-ons like AI, Sunshine CRM, and advanced reporting.
❌ Customization beyond basic workflows often requires developer involvement.
❌ Voice features are good but not as robust as dedicated contact center solutions like Genesys or Five9.
❌ Analytics UI (Explore) can be unintuitive for non-analysts.
❌ Customization beyond basic workflows often requires developer involvement.
❌ Voice features are good but not as robust as dedicated contact center solutions like Genesys or Five9.
❌ Analytics UI (Explore) can be unintuitive for non-analysts.
What problems is the product solving and how is that benefiting you?
Customer Service Teams in SaaS, e-commerce, finance, and retail.
IT Help Desks managing internal support tickets.
IT Help Desks managing internal support tickets.
A powerful and user-friendly support platform with excellent AI integration
What do you like best about the product?
Zendesk’s unified workspace allows us to manage all customer support channels—email, chat, and social media—in one place. The AI IT Agents feature helps automate repetitive queries and speeds up response time. It also integrates easily with third-party tools like Slack and Salesforce, which is a big plus for our workflow.
What do you dislike about the product?
The pricing can be a bit steep for small businesses, especially if you want access to advanced AI features. Some customization options, like dashboard reporting or UI changes, require more technical knowledge or developer support than expected. Occasionally, live chat gets slow when internet speed drops.
What problems is the product solving and how is that benefiting you?
Zendesk helps us consolidate customer support across channels (email, chat, social) into one dashboard. This has improved our response time, agent productivity, and customer satisfaction. With AI IT Agents, we’ve automated basic queries, reducing workload on human agents and allowing them to focus on complex cases.
Best Enterprise Support and Solution tool!!
What do you like best about the product?
Best for end user and customer support with all the reports and dashboards.
What do you dislike about the product?
nothing all works magically well solution for the enterise.
What problems is the product solving and how is that benefiting you?
AI Chat Support, ease of use and implementation. Live support AI tools for more efficiency.
I have used Zendesk to solve critical gaming tickets
What do you like best about the product?
Zendesk Support Suite is great because it brings all customer interactions—email, chat, phone, and social media—into one unified platform, making it easier to manage and respond quickly. Its automation tools, like ticket routing and macros, save time and boost efficiency, while the analytics help track team performance and customer trends. The ability to offer self-service through a Help Center and integrate with other tools makes it a scalable, customer-friendly solution that improves overall support quality.
What do you dislike about the product?
One aspect of Zendesk Support Suite that could be improved is the learning curve for new users, especially when navigating advanced features or setting up workflows. While the platform is powerful and flexible, it may take some time to fully customize and optimize based on specific business needs.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve the challenge of managing customer interactions across multiple channels by bringing everything—email, chat, phone, and social media—into one unified platform. This streamlines communication, reduces response times, and ensures a consistent customer experience. It also helps with automating repetitive tasks, organizing tickets efficiently, and providing valuable insights through reporting, which ultimately improves team productivity and customer satisfaction.
It's good
What do you like best about the product?
Easy to use and nice UI/UX
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What do you dislike about the product?
long setup process
Lack of live support or onboarding
Lack of live support or onboarding
What problems is the product solving and how is that benefiting you?
speed to serve
Zendesk support suite
What do you like best about the product?
We have been using Zendesk Support Suite extensively, and I would like to share our positive experience:
User-friendly interface: The platform is intuitive, making it easy for both new and experienced agents to navigate and resolve tickets efficiently.
Omnichannel support: Managing emails, chats, and social messaging from a single platform has streamlined our workflows and improved customer response times.
Automation and macros: These features significantly reduce manual effort, ensuring faster resolutions and maintaining consistency in responses.
Robust reporting and analytics: The inbuilt dashboards provide clear insights into ticket volumes, SLAs, and agent performance, helping us make data-driven decisions.
Integration capabilities: Seamless integration with other tools in our ecosystem has enhanced our operational efficiency.
Overall, Zendesk Support Suite has greatly improved our support processes, enhanced customer satisfaction, and empowered our team to deliver better service consistently.
Thank you for continuously innovating and supporting your custome
User-friendly interface: The platform is intuitive, making it easy for both new and experienced agents to navigate and resolve tickets efficiently.
Omnichannel support: Managing emails, chats, and social messaging from a single platform has streamlined our workflows and improved customer response times.
Automation and macros: These features significantly reduce manual effort, ensuring faster resolutions and maintaining consistency in responses.
Robust reporting and analytics: The inbuilt dashboards provide clear insights into ticket volumes, SLAs, and agent performance, helping us make data-driven decisions.
Integration capabilities: Seamless integration with other tools in our ecosystem has enhanced our operational efficiency.
Overall, Zendesk Support Suite has greatly improved our support processes, enhanced customer satisfaction, and empowered our team to deliver better service consistently.
Thank you for continuously innovating and supporting your custome
What do you dislike about the product?
Zendesk Support Suite is powerful but can be expensive, with limited customisation in lower plans and a steep learning curve for advanced reporting.
What problems is the product solving and how is that benefiting you?
It solves the problem of scattered customer communications by bringing email, chat, and social messaging into one platform, enabling our team to respond faster, track issues better, and enhance overall customer satisfaction.
I have hands-on experience in customer onboarding
What do you like best about the product?
Built-in Reporting & Analytics (Zendesk Explore)
Provides useful insights into ticket volume, agent performance, SLA adherence, and more.
Custom dashboards help leadership make informed decisions.
Provides useful insights into ticket volume, agent performance, SLA adherence, and more.
Custom dashboards help leadership make informed decisions.
What do you dislike about the product?
Limited Flexibility in Customization
You can hit limitations when trying to deeply customize ticket workflows or UI.
Some conditional logic and automations can’t handle more complex use cases without third-party apps or code.
You can hit limitations when trying to deeply customize ticket workflows or UI.
Some conditional logic and automations can’t handle more complex use cases without third-party apps or code.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps solve the challenge of managing customer interactions across multiple channels—like email, chat, phone, and social media—by bringing everything into a centralized platform. This improves response time, agent productivity, and customer satisfaction.
It also addresses issues like ticket duplication, poor internal collaboration, and inconsistent service through features such as automated workflows, internal notes, and reporting tools. For me, this has meant fewer missed conversations, faster resolutions, and better visibility into team performance and customer needs—all of which help deliver a more streamlined and professional support experience.
It also addresses issues like ticket duplication, poor internal collaboration, and inconsistent service through features such as automated workflows, internal notes, and reporting tools. For me, this has meant fewer missed conversations, faster resolutions, and better visibility into team performance and customer needs—all of which help deliver a more streamlined and professional support experience.
Best for Current Trends
What do you like best about the product?
Zendesk Support Suite is liked for its ability to consolidate customer interactions from various channels into one platform, offering a unified view of customer data and making it easier to manage and resolve support tickets. Key features include omnichannel support, a customizable help center, and the ability to integrate with other business tools.
What do you dislike about the product?
Zendesk Support Suite, while powerful, has several drawbacks including complexity, high cost for premium features, and limited customization options in lower-priced plans. Users also report issues with customer support response times and the initial learning curve can be steep.
What problems is the product solving and how is that benefiting you?
Nill
• “A Game‑Changer for Streamlined Customer Support”
What do you like best about the product?
Zendesk Support Suite makes customer support incredibly seamless and efficient. What I love the most is how all communication channels—email, chat, phone, and social—are brought together in one clean interface. It’s very intuitive, so even new team members can get started quickly without heavy training.
The automation and workflow features save a lot of time by routing tickets to the right agents and prioritizing them based on urgency. The ability to create macros, triggers, and SLAs ensures nothing slips through the cracks. Reporting and analytics are also top‑notch, giving clear insights into team performance and customer satisfaction.
Overall, Zendesk Support Suite is reliable, user‑friendly, and truly built to help support teams deliver faster and better service. It’s one of the best tools I’ve used for managing customer experience at scale, and I highly recommend it to any business that values great support.
The automation and workflow features save a lot of time by routing tickets to the right agents and prioritizing them based on urgency. The ability to create macros, triggers, and SLAs ensures nothing slips through the cracks. Reporting and analytics are also top‑notch, giving clear insights into team performance and customer satisfaction.
Overall, Zendesk Support Suite is reliable, user‑friendly, and truly built to help support teams deliver faster and better service. It’s one of the best tools I’ve used for managing customer experience at scale, and I highly recommend it to any business that values great support.
What do you dislike about the product?
Honestly, I haven’t found anything to dislike so far. The platform works smoothly, and every feature I’ve used has been reliable and well‑designed. It has exceeded my expectations.”
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us manage all customer interactions from one place, instead of juggling multiple tools and inboxes. It solves the problem of scattered communication by unifying email, chat, social media, and phone support into a single dashboard. This saves our team a lot of time, reduces missed tickets, and makes it easier to track and prioritize issues. As a result, our response times have improved, our workflow is more organized, and our customers are much happier with the quick, consistent support they receive.
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