Zendesk Suite
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Zendesk Specialist
What do you like best about the product?
Zendesk Support Suite offers a seamless omnichannel experience, allowing our team to manage customer interactions across email, chat, social media, and voice—all from a single workspace. I especially appreciate the powerful automation tools, like triggers and macros, which help us streamline workflows and reduce manual effort. The intuitive UI, deep reporting capabilities, and integration with third-party tools like Salesforce and Jira make it a complete and efficient solution for customer support.
What do you dislike about the product?
While Zendesk Support Suite is feature-rich, some customizations—especially for forms, views, and UI elements in the Help Center—require developer-level effort or workarounds that could be more user-friendly. The reporting module (Explore) is powerful but has a learning curve and lacks real-time data in some cases. Additionally, managing multiple brands or complex routing logic can become tricky without very careful setup and maintenance.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize and manage all customer interactions across multiple channels—email, chat, social media, and web forms—in one unified workspace. It enables us to deliver faster and more consistent support through automation, triggers, and macros. Features like skills-based routing and ticket views help us assign the right tickets to the right agents, improving efficiency and response times. Overall, it enhances both our team’s productivity and the customer experience.
Perfect solution for customer service
What do you like best about the product?
Zendesk Support Suite has been a game-changer for our customer service operations. The platform is incredibly intuitive, making it easy for both agents and customers to use. We were able to streamline all our support channels—email, chat, social media, and voice—into one unified workspace, which has significantly improved our response times and team collaboration.
The automation features are especially powerful. With custom triggers, macros, and workflows, we’ve been able to reduce repetitive tasks and ensure tickets are routed to the right team members quickly. The integration with other tools we use, like Slack and Salesforce, was smooth and added even more efficiency to our processes.
One of the standout features is the reporting and analytics dashboard. It offers clear insights into our support performance, customer satisfaction scores, and agent productivity, helping us make data-driven decisions.
The automation features are especially powerful. With custom triggers, macros, and workflows, we’ve been able to reduce repetitive tasks and ensure tickets are routed to the right team members quickly. The integration with other tools we use, like Slack and Salesforce, was smooth and added even more efficiency to our processes.
One of the standout features is the reporting and analytics dashboard. It offers clear insights into our support performance, customer satisfaction scores, and agent productivity, helping us make data-driven decisions.
What do you dislike about the product?
I think interface can be more engaged and we can easliy acces it
What problems is the product solving and how is that benefiting you?
It's mainly for customer support service and it is benifiiting bussiness owner to focus on bussines rather than focus on support system.
Robust support tool with room for better customization
What do you like best about the product?
Zendesk Support Suite stands out for its intuitive interface and seamless ticket management system. The ability to centralize customer queries from multiple channels (email, chat, web) has significantly improved our response time and efficiency. Its automation and workflow tools help in routing tickets intelligently, saving our team a lot of manual work. The analytics and reporting features also offer useful insights into team performance and customer satisfaction.
What do you dislike about the product?
While the core functionality is strong, some areas could use improvement. The customization options for UI and workflows are limited unless you're on the higher-tier plans. Additionally, the integrations with third-party tools sometimes require additional configuration or come with hidden costs. Reporting, though powerful, can be overwhelming for new users due to its complexity.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage a high volume of customer queries efficiently across multiple channels. By integrating AI support agents and live chat features, we've been able to automate initial responses, reduce average resolution time, and increase overall customer satisfaction. The help desk functionality ensures that all tickets are tracked, prioritized, and resolved in a structured manner, improving our team's accountability and performance. It has also enabled us to monitor metrics like ticket response time and resolution rates more closely, helping with continuous service improvement.
Supportive Hand
What do you like best about the product?
-Easy to manage customer support tickets
-All conversations in one place
-Good reporting tools
-Integration with other apps (Slack, Shopify etc.)
-Good knowledge base
-All conversations in one place
-Good reporting tools
-Integration with other apps (Slack, Shopify etc.)
-Good knowledge base
What do you dislike about the product?
-Sometimes expensive for small teams
-Mobile app can be buggy
-Setup can be tricky for beginners
-Limited customisation in lower plans
-Mobile app can be buggy
-Setup can be tricky for beginners
-Limited customisation in lower plans
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us handle all customer support queries in one place, so we don’t miss any requests. It keeps our emails, chat, and social media messages organized as support tickets, which saves us time and improves our response speed. This helps us keep our customers happy and reduces confusion for our support team.
Awesome experience with Zendesk
What do you like best about the product?
It helps me centralizing multichannel support in one place, with great automation, easy team collaboration and helpful reporting tools.
What do you dislike about the product?
It is a little bit costly when you scale your plan, and some features require some learning or technical help to use customization.
What problems is the product solving and how is that benefiting you?
It streamlines multichannel support and hence reduces response time. It helps improve team co-ordination that is helpful in creating better customer experiences. Also it helps in tracking support experiences.
Streamlined Support Operations with Great Integration Features
What do you like best about the product?
Zendesk Support Suite excels at centralizing customer communication across email, chat, social media, and voice into a single, unified platform. The ticketing system is intuitive and customizable, making it easy for support teams to prioritize, assign, and resolve queries efficiently.
What do you dislike about the product?
The pricing model can get expensive for smaller teams, especially when scaling up or integrating add-ons. Some features, such as advanced analytics or reporting dashboards, require a higher-tier subscription. Additionally, the initial setup and customization might require some technical assistance for non-technical users.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps streamline customer support interactions by offering a centralized platform that integrates live chat, chatbots, and support tickets. It significantly reduces response time and improves resolution efficiency. The AI-powered chatbot feature handles a wide range of Tier-1 queries, freeing up agents for more complex issues, thus increasing team productivity.
Zendesk - Helpdesk
What do you like best about the product?
The ticket management system is super useful. I can easily track, assign, and follow-up on issues without wasting time on emails. This really helps our team stay organized.
What do you dislike about the product?
Sometimes it takes a bit too long to load when switching between tickets, which kind of breaks the flow while I’m working on multiple task at once.
What problems is the product solving and how is that benefiting you?
Nothing that I know of!
Seamless omnichannel experience for managing business
What do you like best about the product?
The automation facility provided is seamless without any hassle managing my business needs effectively
What do you dislike about the product?
A bit slow in terms of setup and workflow optimisation
What problems is the product solving and how is that benefiting you?
It has combined by fragmented customer communication across email, chat, calls and social platforms
A Robust, Scalable, and User-Centric Support Suite That Grows With You
What do you like best about the product?
What truly sets Zendesk Support Suite apart is its seamless user experience paired with deep functionality. The interface is intuitive and clean, making onboarding remarkably smooth even for non-technical users. From ticket management to live chat and knowledge base integration, the platform handles it all with finesse.
Its omnichannel capability is particularly powerful—allowing us to unify customer queries from email, chat, social media, and web forms into a single streamlined workflow. The automation tools and AI-powered suggestions have significantly reduced first response times and improved agent productivity.
Another huge plus is the robust reporting and analytics dashboard, which gives us actionable insights into ticket trends, agent performance, and customer satisfaction metrics.
Moreover, the integration ecosystem is top-tier—whether it's syncing with our CRM, e-commerce platforms, or third-party apps, Zendesk makes it all feel native.
Its omnichannel capability is particularly powerful—allowing us to unify customer queries from email, chat, social media, and web forms into a single streamlined workflow. The automation tools and AI-powered suggestions have significantly reduced first response times and improved agent productivity.
Another huge plus is the robust reporting and analytics dashboard, which gives us actionable insights into ticket trends, agent performance, and customer satisfaction metrics.
Moreover, the integration ecosystem is top-tier—whether it's syncing with our CRM, e-commerce platforms, or third-party apps, Zendesk makes it all feel native.
What do you dislike about the product?
While Zendesk Support Suite excels in many areas, the pricing can become a bit steep as you scale and require access to premium features. Some customizations also require technical intervention, especially when trying to modify workflows beyond what’s available out-of-the-box.
Additionally, the mobile app interface—though functional—could use a bit more polish and speed, particularly when managing tickets on the go.
Finally, while the initial setup is smooth, complex integrations or automation rules may require time and technical expertise, depending on the use case.
Additionally, the mobile app interface—though functional—could use a bit more polish and speed, particularly when managing tickets on the go.
Finally, while the initial setup is smooth, complex integrations or automation rules may require time and technical expertise, depending on the use case.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has helped us solve the challenge of managing customer interactions across multiple channels—email, chat, social media, and web forms—by bringing everything into a single, unified platform. This has eliminated the inefficiencies of juggling multiple tools and drastically improved our response times and team collaboration.
It also addressed our lack of visibility into support performance and customer sentiment. With Zendesk’s detailed reporting and customizable dashboards, we can now track SLAs, agent productivity, and customer satisfaction (CSAT) in real time, allowing us to take proactive steps to improve service quality.
The built-in automation and AI tools have streamlined repetitive tasks like ticket categorization and routing, which has freed up our agents to focus on more meaningful customer interactions—resulting in both higher agent morale and better customer experiences.
Moreover, its scalability and wide integration options have allowed us to grow without outgrowing our support system, making Zendesk not just a tool, but a core part of our customer experience strategy.
It also addressed our lack of visibility into support performance and customer sentiment. With Zendesk’s detailed reporting and customizable dashboards, we can now track SLAs, agent productivity, and customer satisfaction (CSAT) in real time, allowing us to take proactive steps to improve service quality.
The built-in automation and AI tools have streamlined repetitive tasks like ticket categorization and routing, which has freed up our agents to focus on more meaningful customer interactions—resulting in both higher agent morale and better customer experiences.
Moreover, its scalability and wide integration options have allowed us to grow without outgrowing our support system, making Zendesk not just a tool, but a core part of our customer experience strategy.
Support tool test
What do you like best about the product?
It’s user interface and ease of access is friendly
What do you dislike about the product?
Well functional and tools equipped with all testing
What problems is the product solving and how is that benefiting you?
Customers problem and client problems
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