Zendesk Suite
ZendeskExternal reviews
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Streamlined Customer Support with Great Integration Options
What do you like best about the product?
Zendesk offers an intuitive dashboard that helps streamline ticket management across email, chat, and social channels. I especially like the automation tools and the ability to integrate with CRMs, Slack, and other platforms, which makes workflow smooth and efficient. The knowledge base and self-service features are a huge plus for reducing repeat queries.
What do you dislike about the product?
The pricing can feel a bit high for small teams or startups. Also, the reporting tools, while useful, could be more customizable. Occasionally, there’s a slight delay in syncing across channels, which affects response time, this what I personally feel.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralize all customer interactions—from email, chat, and social media—into one unified workspace. This eliminates the confusion of switching between platforms and ensures no query is missed. It has improved our team’s response time, reduced customer complaints, and allowed us to offer 24/7 support using automated replies and a helpful knowledge base. The result is a smoother workflow, happier customers, and better team collaboration
Zendesk Support Suite: A Powerful Help Desk with a Premium Price Tag
What do you like best about the product?
What I like best about Zendesk Support Suite is its ability to unify customer interactions across multiple channels—email, chat, phone, social media, and more—into a single, streamlined interface. This omnichannel approach makes it incredibly efficient for support teams to manage conversations without juggling different tools. Its automation capabilities, powered by AI, are another standout feature, helping agents save time through smart ticket routing, canned responses, and workflow triggers. The platform also offers robust analytics and customizable dashboards, which provide valuable insights into team performance and customer satisfaction. Additionally, Zendesk’s extensive integration library and open API make it highly adaptable to various business needs, while its mobile-friendly design ensures agents can stay productive on the go. Overall, it’s a comprehensive and scalable solution for businesses aiming to deliver top-tier customer support.
What do you dislike about the product?
What I dislike about Zendesk Support Suite is its relatively high cost, which can be a barrier for small businesses or startups. Many of its most valuable features—like advanced reporting, custom dashboards, and deeper integrations—are locked behind higher-tier plans, making the entry-level options feel limited. Additionally, the quality of Zendesk’s own customer support has been criticized by users, with reports of slow response times and generic replies that don’t always resolve issues effectively. The platform also has a steep learning curve, especially when setting up complex workflows or navigating its extensive customization options. Some users find the ticketing system lacks flexibility in organizing and tracking customer interactions, and occasional performance issues or downtime during peak hours can further disrupt operations. These drawbacks make Zendesk less appealing for teams seeking a more affordable, hands-on, and intuitive support solution.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is designed to solve several key challenges in customer service and support operations. One of the main problems it addresses is the fragmentation of communication channels—by unifying email, chat, phone, and social media into a single platform, it helps teams manage customer interactions more efficiently. It also tackles slow response times and inconsistent service quality through automation tools like ticket routing, macros, and AI-powered suggestions, which streamline workflows and reduce manual effort. Additionally, Zendesk improves visibility and decision-making with advanced analytics and reporting features, allowing managers to monitor performance and customer satisfaction in real time. For businesses, this translates into faster issue resolution, improved customer experiences, and more scalable support operations—all of which contribute to higher retention and operational efficiency.
Zendesh Support Suite / Zendesh CRM Tool
What do you like best about the product?
Honestly, a great experience already had with the Zendesk Support Suite as the minimilastic view with all the necessary navigation on the go and at an ease accessibility function.
What do you dislike about the product?
Sometimes slow loading and lagging issues but the same is very rare.
What problems is the product solving and how is that benefiting you?
The Suite we are using in the agency is basically for Live Chat interaction with CXs, Raw Data extraction for the users, Knowledge base feed, Social Media Complaints.
Zendesk has been very helpful but recently I have gone through some issues with Mars etc
What do you like best about the product?
Requester identification from their previous contacts
What do you dislike about the product?
Sometimes working with multiple tickets Zendesk fails and lags
What problems is the product solving and how is that benefiting you?
Creating a quick ticket filling the issues and the side lines
IT analysts and application support, in Jira Admin, confluence admin, PMED,PMEX QMS admin
What do you like best about the product?
it is more frequent and customer support, number of features
What do you dislike about the product?
ease of use ese of implementation ease of integration
What problems is the product solving and how is that benefiting you?
it is help to reduce all the Major problem
It is a good tool for managing work related reports and data
What do you like best about the product?
It is most organized and easy understand tool.
What do you dislike about the product?
Sometimes it takes a little longer time to open the data.
What problems is the product solving and how is that benefiting you?
They enhancing the chatbots. It minimises a lot of work.
Extremely Awesome
What do you like best about the product?
Easy to acknowledge Tickets and user friendly too
What do you dislike about the product?
Nothing, Everything works Good and user friendly too
What problems is the product solving and how is that benefiting you?
Easily solving queries.
A Scalable Platform for Customer Service Excellence
What do you like best about the product?
Zendesk is a user-friendly customer support tool that brings all communication email, chat, calls, and social media into one platform. It saves time with features like automation and macros, offers useful reports to track performance, and allows customization to fit different team needs. It also connects easily with other tools like Slack and Shopify, supports self-service options like FAQs, works well for both small and large teams, and provides secure, mobile-friendly access for agents on the go.
What do you dislike about the product?
In my experience, Zendesk is a solid tool, but it does have a few drawbacks. It can be a bit overwhelming at first, especially when trying to set up or explore advanced features. Some of the more useful options—like detailed reporting or deeper customizations—are locked behind higher-priced plans, which can be limiting. I've also noticed occasional lags, especially when there’s a high volume of tickets. The reporting is helpful but takes time to fully understand. Also, when technical issues come up, Zendesk’s own support team isn’t always quick to respond.
What problems is the product solving and how is that benefiting you?
For me, it’s made handling tickets much smoother and more organized. The automation features help reduce repetitive work, and the reporting tools give helpful insights into performance and areas to improve. Overall, it improves response time, boosts productivity, and makes the support process more efficient and customer-friendly.
A Powerful and Easy-to-Use Customer Support Platform
What do you like best about the product?
Zendesk Support Suite helps us manage customer inquiries from our website, email, and social media in one unified dashboard. For our e-commerce operations, quick response times are critical—and Zendesk’s automation features like macros and triggers help us handle high volumes efficiently. It also integrates well with our order management system, making it easy to track and resolve customer issues fast.
What do you dislike about the product?
While Zendesk Support Suite is very efficient overall, the pricing can be a bit steep for small or growing e-commerce businesses. Some advanced features like detailed analytics or certain integrations are only available in higher-tier plans. Also, the mobile app could be more responsive—it sometimes lags when handling tickets on the go.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer interactions from multiple platforms—email, chat, and social media—into one place. This eliminates the confusion of switching between tools and ensures that no customer query is missed. For our e-commerce business, this means faster response times, better customer satisfaction, and a more organized workflow for our support team. It also helps us monitor team performance and identify areas for improvement through detailed analytics.
Zendesk Support
What do you like best about the product?
Zendesk Support suite is favoured for its integrated, omni channel approach to customer service.
What do you dislike about the product?
A common dislike about Zendesk Support suite is that it can be complex and overwhelming.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite is used by business to manage and improve customer service interaction across multiple channels.
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