Zendesk Suite
ZendeskExternal reviews
6,478 reviews
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Effective customer support platform with room for improvement
What do you like best about the product?
Zendesk Support Suite brings all customer interactions together in one place. I like how easy it is to track tickets across email, chat, and social channels. The user interface is intuitive, with clear dashboards and helpful search functions, so our team can quickly respond and resolve issues. Automated workflows and macros save time by routing requests to the right people, and the knowledge base tools make it simple to share articles with customers.
What do you dislike about the product?
Although it is powerful, Zendesk can feel expensive, especially for smaller teams. Some features require higher-tier plans and the price climbs quickly as you add more agents. There are a lot of settings to configure, which can make the system feel overwhelming at first. Reporting could be more flexible, and we sometimes experience delays when loading large ticket lists or dashboards.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite consolidates customer conversations from email, chat and social channels into a single workspace, so we no longer have to juggle multiple inboxes. This has improved our response time and accountability because everyone can see the status of tickets and pick up where others left off. It also keeps an audit trail of interactions, which helps us analyze trends and address recurring issues. Having an integrated knowledge base and automation tools means we can offer self-service options and automate routine tasks, freeing up our team to focus on more complex problems.
User Friendly
What do you like best about the product?
Pre-built dashboards and custom reports help teams track performance and improve service quality
What do you dislike about the product?
With so many features packed in, new users often feel overwhelmed navigating the interface and understanding how everything connects.
What problems is the product solving and how is that benefiting you?
Instead of juggling emails, chats, calls, and social media separately, Zendesk unifies them into one workspace.
A Reliable Platform for Multichannel Customer Support
What do you like best about the product?
Zendesk Support Suite has been effective in centralizing our customer interactions across channels like chat, email, and phone. Its automation capabilities help in reducing manual effort and improving response time. However, there is room for improvement in reporting flexibility and UI customization options to better fit specific team workflows.
What do you dislike about the product?
While Zendesk Support Suite is powerful, its reporting and analytics capabilities can be limiting without the Explore add-on. Additionally, the customization options for the agent workspace and ticket views could be more flexible to suit different team needs
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer communications across channels like email, chat, and web forms into a single, organized platform. This reduces response time, improves team collaboration, and ensures no customer query goes unanswered. The automation tools, such as triggers and macros, also minimize manual work, allowing our support team to focus more on resolving complex issues
Good platform
What do you like best about the product?
I like their platform overall set up, user friendly
What do you dislike about the product?
Nothing Nothing Nothing Nothing Nothing
What problems is the product solving and how is that benefiting you?
Handling tickets issues
Best tool for my role
What do you like best about the product?
Zendesk Support Suite consolidates all customer messages-email, chat, and social media-into a single ticketing system, making our workflow much smoother. The intuitive dashboard is easy to navigate, even for new team members. Automation tools help us respond quickly and consistently, while built-in analytics give clear insights into team performance and support volume. It's efficient, reliable, and keeps our customer interactions organized.
What do you dislike about the product?
To be precise , I haven't got to know the tool 100% . I usage is limited to my role and for that I don't think I have some to share for this question.
What problems is the product solving and how is that benefiting you?
To be precise as said earlier it consolidates the multiple conversations into single platform easy to monitor , respond, track & for followup.
Customer support ticketing, live chat, self-service knowledge base, chatbot, reporting & analytics.
What do you like best about the product?
Unified ticketing across email, chat, social
✅ Easy to integrate with CRMs like HubSpot
✅ Clean agent interface
✅ Powerful automation and triggers
✅ Useful help center and community forum
✅ Easy to integrate with CRMs like HubSpot
✅ Clean agent interface
✅ Powerful automation and triggers
✅ Useful help center and community forum
What do you dislike about the product?
Reporting and dashboards need customization
Some latency in chatbot response
Some latency in chatbot response
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all our customer support interactions — from email, chat, social media, and even calls — into one unified platform. This solves the issue of scattered communication and ensures no customer query is missed.
Zendesk Performance and Uses
What do you like best about the product?
It's very user friendly and easy to use the dashboard
What do you dislike about the product?
Some options on the zendesk are little confusing and unable to understand it's work easily
What problems is the product solving and how is that benefiting you?
In my organization it's was used for the customers escalations handling and tickets handling. It reports dashboard is awesome with that we cand work on most of tickets and escalations points easily
Seamless Experience
What do you like best about the product?
I really love how I can manage all my tickets seamlessly now. And also, as a freelance developer, it's something that I always use on my projects, especially where a recurring customer support system is required. Highly recommended. Its easy to implement and provides a whole lot of features.
What do you dislike about the product?
Maybe a user guide video should also be introduced instead of a written guide.
What problems is the product solving and how is that benefiting you?
It helped me in setting an automation system for replying to the basic questions and queries with an automated response and later when the lead gets convereted, a live chat support system is a crucial thing that has been resolved by this.
Best for IT Support Desks
What do you like best about the product?
Its on Cloud Only ,no on premise versions (SaaS-only).
Easy to use
Customer support is available more for premium users
It is daily used by organizations
Features are vast
Easy to use
Customer support is available more for premium users
It is daily used by organizations
Features are vast
What do you dislike about the product?
Cost is high when scale up happens and team size increases.
What problems is the product solving and how is that benefiting you?
It benefits by centralize and streamline all interactions
it improves response time and sla adherence through automation
it improves response time and sla adherence through automation
A feature rich chat support tool
What do you like best about the product?
Reporting panel and customised reports, chats supports and hints etc, their approach towards AI, simple and easy to setup. easy integration with lot of frameworks. This make customer support work easy.
What do you dislike about the product?
not find any dislike but prices may be factor for that but their feature justifies that
What problems is the product solving and how is that benefiting you?
Its insights, simple user interface, triggers all benefits in terms for understanding customer behaviour .
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