Zendesk Suite
ZendeskExternal reviews
6,506 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A Truly Unified Omnichannel Experience
What do you like best about the product?
what users and businesses typically like best about the Zendesk Support Suite is its powerful omnichannel integration.
Unified Agent Workspace: The absolute standout feature is that agents don't have to switch between different tools for email, live chat, phone calls, social media messages, and knowledge base articles. A conversation that starts on chat can be seamlessly continued over email, with all history in one ticket.
Powerful Automation
Extensive Reporting and Analytics: With Zendesk Explore, businesses can track a huge range of metrics—from agent response times and customer satisfaction scores (CSAT) to the most common types of support requests.
Unified Agent Workspace: The absolute standout feature is that agents don't have to switch between different tools for email, live chat, phone calls, social media messages, and knowledge base articles. A conversation that starts on chat can be seamlessly continued over email, with all history in one ticket.
Powerful Automation
Extensive Reporting and Analytics: With Zendesk Explore, businesses can track a huge range of metrics—from agent response times and customer satisfaction scores (CSAT) to the most common types of support requests.
What do you dislike about the product?
Quality of Zendesk's Own Customer Support: A frequent and ironic complaint is that for a company that sells customer support software, its own support can be slow and difficult to access, particularly for customers on lower-tier plans.
Zendesk is a powerful and highly scalable platform, the main dislikes revolve around its true cost, the initial complexity of setup and customization, and the challenge of getting timely support without a premium plan.
Zendesk is a powerful and highly scalable platform, the main dislikes revolve around its true cost, the initial complexity of setup and customization, and the challenge of getting timely support without a premium plan.
What problems is the product solving and how is that benefiting you?
A customer sends an email, then starts a live chat, then calls on the phone. Without a unified system, each agent they interact with has no idea what was said before, forcing the customer to repeat their issue. This is inefficient for the business and frustrating for the customer.
Zendesk is the best CRM tool for Customer Service
What do you like best about the product?
Easy to navigate, beginner-friendly. Can be used on both mobile and PC.
What do you dislike about the product?
There were instances where we had to redo linking our IG and Facebook accounts because it constantly failed. Customer Support takes a while to respond.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has been a huge help by making customer support easier to manage and more accessible. Everything is in one place—whether it’s email, chat, or phone—so I can handle multiple channels without jumping between different tools. It’s also really user-friendly, which means I can focus more on helping customers rather than figuring out the platform. The ability to automate repetitive tasks and use macros also saves time and keeps responses consistent.
Best Tool to Handle Client Issues Way Easier
What do you like best about the product?
Zendesk really helps us tract client issues easily. We mostly use it to raise and track tickets when partners face problems with loan against mutual funds. It’s super easy to use, clean layout, quick ticket updates, and it keeps everything organized. I also like how you can add internal notes so the whole team stays in sync. We use Zendesk on a daily basis and this tool has made life easy.
What do you dislike about the product?
Sometimes the ticket update timestamp takes a while to reflect real-time changes, which can be confusing. Also, it would be helpful if we could close a ticket without assigning it first
What problems is the product solving and how is that benefiting you?
Earlier, client queries were scattered across emails and chats. Zendesk brings everything into one place, making support much more manageable. It’s helped reduce confusion, speed up response times, and improved how we follow up.
Pricey But Fantastic
What do you like best about the product?
Zendesk was easy to use, easy to set up, and we used it daily for everything we needed. We barely scratched the surface with tons of integrations for everything we could imagine.
It's Zendesk, the most popular and most ubiquitous PSA for a reason.
Their customer support is top notch and was very helpful in getting us going and staying going.
It's Zendesk, the most popular and most ubiquitous PSA for a reason.
Their customer support is top notch and was very helpful in getting us going and staying going.
What do you dislike about the product?
Our only complaint with Zendesk was the cost.
What problems is the product solving and how is that benefiting you?
When we used it, it solved all of our customer relation, dev task tracking, and project management needs.
Smooth process for all things Customer Service
What do you like best about the product?
Easy to use, with quick implementation when introduced to a team.
What do you dislike about the product?
Some limitations on the ESPs it can be integrated with.
What problems is the product solving and how is that benefiting you?
Customer service - response templates AI and more.
The best support tool in the market
What do you like best about the product?
Powerful reporting and the best interface in the market.
Excellent KB
Excellent KB
What do you dislike about the product?
The licensing is most expensive than market competitors.
What problems is the product solving and how is that benefiting you?
The interface of customers to receive support from our products and the KB documentation.
One of the best customer support ticket tracking tool
What do you like best about the product?
easy integration with email. just replying to email will update the ticket.
gives unified view of all discussions
best integration with jira
gives unified view of all discussions
best integration with jira
What do you dislike about the product?
not much. but searching tickets with text matching can be improved
What problems is the product solving and how is that benefiting you?
used in adobe customer support management.
used in reimbursement related ticket tracking like for darwin
used in reimbursement related ticket tracking like for darwin
Zendesk support
What do you like best about the product?
Zendesk made it easy to create and update
What do you dislike about the product?
zendesk was challenging to create entitlements for.
What problems is the product solving and how is that benefiting you?
It allowed us to support business users, and the ability to serve our customers
The ease of a all in one support system
What do you like best about the product?
The ease of being same to have a singe system for phones, chats, and emails!
What do you dislike about the product?
I wish when you called someone back from a missed call they would keep it all on a single ticket
What problems is the product solving and how is that benefiting you?
It’s making it to where we can resolve things without the use of multiple systems
Easy to use for your Customer Service Needs
What do you like best about the product?
Very user friendly. Easy to use and answer questions by replying or linking articles. We use the system daily for our Customer Support needs.
What do you dislike about the product?
Nothing - able to use it on the go and on desktop
What problems is the product solving and how is that benefiting you?
Offering our customers immediate answers to questions and the the suggestion articles that come up are perfect to help save time for user.
showing 231 - 240