Zendesk Suite
ZendeskExternal reviews
6,481 reviews
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Made Zendesk work like magic (even when it wasn’t supposed to).
What do you like best about the product?
Honestly? The flexibility and control it gives me. Whether I need to automate workflows, build custom triggers, set up CSAT flows, or plug into external APIs Zendesk just fits.
The Support Suite brings everything into one place — tickets, chat, email, even botsand that unified view makes life easier for both agents and devs like me. And with the Sunshine platform, you can go wild with custom objects, which is a huge win for building tailored experiences.
The Support Suite brings everything into one place — tickets, chat, email, even botsand that unified view makes life easier for both agents and devs like me. And with the Sunshine platform, you can go wild with custom objects, which is a huge win for building tailored experiences.
What do you dislike about the product?
Zendesk is powerful, but it often feels like it’s not keeping up with real-world use cases especially for teams that want to go beyond the basics.
I've shared multiple feedback points over time like needing webhook support for article events, more control over CSAT customization, and better options for content triggers or automation in the Help Center but there’s usually no clear roadmap or follow-up.
Also, many advanced workflows rely on workarounds or stitching things together with external scripts, when they could easily be native features. It sometimes feels like Zendesk is focused more on UI tweaks and less on the power user backend needs that teams like ours rely on daily.
I've shared multiple feedback points over time like needing webhook support for article events, more control over CSAT customization, and better options for content triggers or automation in the Help Center but there’s usually no clear roadmap or follow-up.
Also, many advanced workflows rely on workarounds or stitching things together with external scripts, when they could easily be native features. It sometimes feels like Zendesk is focused more on UI tweaks and less on the power user backend needs that teams like ours rely on daily.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize customer support across multiple channels email, chat, help center and manage everything from one place. Instead of juggling different tools or systems, agents and admins work in a unified space with consistent data.
For me as a developer/admin, Zendesk gives enough flexibility (via triggers, APIs, and automations) to build internal tools, run custom workflows, and integrate with other platforms like CRM or analytics. It’s also helped us improve ticket routing, agent efficiency, and reporting with macros, SLAs, and views.
Overall, it reduces manual effort, improves response time, and gives us more visibility into how support is functioning.
For me as a developer/admin, Zendesk gives enough flexibility (via triggers, APIs, and automations) to build internal tools, run custom workflows, and integrate with other platforms like CRM or analytics. It’s also helped us improve ticket routing, agent efficiency, and reporting with macros, SLAs, and views.
Overall, it reduces manual effort, improves response time, and gives us more visibility into how support is functioning.
Easy to use and great for recording customer issues.
What do you like best about the product?
Zendesk Support Suite is easy to use, helps efficiently track customer issues, and allows seamless inclusion of internal documentation, which improves collaboration and resolution time.”
What do you dislike about the product?
For the same issue, multiple tickets sometimes get created when customers reply via email, causing duplication and making it harder to track the full conversation.
What problems is the product solving and how is that benefiting you?
Zendesk helps us provide internal support to our global sales team by offering a centralized platform to log, track, and resolve their issues. It ensures a standardized process and improves visibility and consistency across all support interactions.
Amazing tool!
What do you like best about the product?
Zendesk help in prioritizing the tickets and also for someone new to the tool can easily understand how to use the application without training.
What do you dislike about the product?
There is nothing that I didnt like. It was a perfect application.
What problems is the product solving and how is that benefiting you?
For me it was SLA and prioritizing the tickets.
Simplifies Customer Support Like Magic!
What do you like best about the product?
The best part about Zendesk Support Suite is how effortlessly it brings all customer conversations, whether from email, chat, social media, or calls, into one unified dashboard. This makes it super easy to track, respond, and resolve issues without juggling multiple tools.
What do you dislike about the product?
It has a bit of a learning curve, and some settings are hard to find. Also, the cost can add up quickly for small teams needing advanced features.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage customer support across multiple channels in one place, no more switching between tools. It organizes tickets, automates responses, and tracks performance, which saves time and improves our response speed and customer satisfaction.
Zendesk support suite review
What do you like best about the product?
It is the best support ticketing tool, I have worked on. I liked the whole UI and how seamlessly I could switch views to work on different types of cases without worrying about the grouping of the tickets.
What do you dislike about the product?
I didn't like one feature that is timeshift it was buggy sometimes.
What problems is the product solving and how is that benefiting you?
Zendesk suite is solving enterprises problem of creating a support platform which can be use for all types of modes of communication which can help their customers swiftly. I used to handle email tickets and live chats of customers at the same time and it was beautifully designed and didn't affected me productivity when i'm need to check the older emails while chat window is open .
Total view on Zendesk
What do you like best about the product?
I have previously used Zendesk service in my previous company and love the interface, which is quite easy to understand as well. It is more customer supportive and has a good amount of features as well.
What do you dislike about the product?
One thing I dislike about Zendesk is you have to come back and search for another incident; there is no option to go to the next incident.
What problems is the product solving and how is that benefiting you?
It is easier for the management team to track and get updates on all the employees.
Work great.
What do you like best about the product?
we believe help should be simple. Our support center is designed for clarity and speed, so whether you're browsing articles or connecting with our team, everything’s just a few clicks away. No confusion. No hassle. Just solutions.
What do you dislike about the product?
It's great for a starter help desk and easy to use. With one click, you can have everything up.
What problems is the product solving and how is that benefiting you?
- Fragmented Communication Channels
It unifies email, chat, phone, social media, and messaging apps into one platform, so agents don’t have to juggle multiple tools.
- Slow Response Times
Automation features like triggers, macros, and AI-powered bots help route tickets and respond faster.
- Lack of Customer Context
Agents get access to full customer histories and conversation threads, enabling more personalized and efficient support
It unifies email, chat, phone, social media, and messaging apps into one platform, so agents don’t have to juggle multiple tools.
- Slow Response Times
Automation features like triggers, macros, and AI-powered bots help route tickets and respond faster.
- Lack of Customer Context
Agents get access to full customer histories and conversation threads, enabling more personalized and efficient support
Recommendations to others considering the product:
Easy to aet up and use.
Best Support ticketing tool ever
What do you like best about the product?
The interface is one of the best and cleanest I have ever seen, I have used salesforce and many other ticketing tool but Zendesk is way ahead in terms of its interface.
And you can link any ticket, customize your views and see various details in the tickets.
And you can link any ticket, customize your views and see various details in the tickets.
What do you dislike about the product?
There isn't much that I can say here, not sure if I hate anything as I said I love this tool for sure.
What problems is the product solving and how is that benefiting you?
I think Zendesk has clean UI which helps to learn its tool in few hours, and also it has a feature where you can actually view the person or user editing the ticket, viewing the ticket or number of views from the support team which I find most attractive feature ever, so that there is no confusion about whos working on the ticket.
A great set of tools for all support needs
What do you like best about the product?
It was surprisingly easy to use and intuitive and the customer support is robust, thoroughly impressed.
What do you dislike about the product?
I haven't used it long enough to note downsides but perhaps more explanation can be added for non-technical users.
What problems is the product solving and how is that benefiting you?
The chatbot helped in lead capture and moving the lead along the marketing and sales funnel.
Easy to use and navigate, handling tickets have never been easier.
What do you like best about the product?
Unresolved tickets have their separate section, I just login and start working on the unresolved ones.
What do you dislike about the product?
Words formatting is not top notch. It need improvements
What problems is the product solving and how is that benefiting you?
Resolving issues related to customer transactions. It helps in getting pre requisite info regarding transactions as customers are asked to provide those details before raising a ticket
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