Zendesk Suite
ZendeskExternal reviews
6,489 reviews
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Efficient and User-Friendly Customer Support Platform
What do you like best about the product?
Zendesk Support Suite offers a seamless and intuitive interface that makes managing customer queries incredibly efficient. I especially appreciate its powerful automation features, customizable ticket workflows, and multi-channel support, which help streamline communication across email, chat, and social media. The integration with other tools and detailed reporting also make it easy to track performance and improve customer satisfaction.
What do you dislike about the product?
While Zendesk Support Suite is powerful, it can feel overwhelming for new users due to its complex setup and wide range of features. Some customization options require technical expertise, and the pricing can be a bit high for smaller teams. Additionally, response times from support can vary, especially during peak hours
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 by centralizing communication across multiple channels like email, chat, and social media. It solves the problem of scattered support requests and delayed responses by providing a unified ticketing system and automation tools. This has significantly improved our response time, reduced manual workload, and enhanced customer satisfaction. The knowledge base and self-service options also empower customers to find answers quickly, which reduces incoming tickets and allows us to focus on more complex issues.
Support That Actually Solves Problems
What do you like best about the product?
I like how easy it is to manage customer tickets from multiple channels in one place.
The automation tools save us a lot of time by handling repetitive tasks.
The interface is clean and user-friendly, making it easy to train new team members.
The automation tools save us a lot of time by handling repetitive tasks.
The interface is clean and user-friendly, making it easy to train new team members.
What do you dislike about the product?
Navigating efficiently between tickets, users, and different views can be challenging.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has greatly improved the efficiency of our customer service operations. With Zendesk, we are able to handle customer inquiries related to orders, returns, and refunds more effectively.
How Zendesk helps us better support our customers
What do you like best about the product?
What we like most about Zendesk Support Suite is its flexibility and scalability. It allows us to adapt the platform to the unique needs of each customer, regardless of their size or industry.
The omnichannel capabilities and the ease of centralizing all customer interactions in one place make a real difference for support teams. Zendesk’s automation tools and AI features also help improve response times and reduce repetitive work, allowing agents to focus on what really matters — the customer experience.
From a partner perspective, we also value the ease of implementation and integration with other tools, which helps us deliver efficient projects and tangible results faster.
The omnichannel capabilities and the ease of centralizing all customer interactions in one place make a real difference for support teams. Zendesk’s automation tools and AI features also help improve response times and reduce repetitive work, allowing agents to focus on what really matters — the customer experience.
From a partner perspective, we also value the ease of implementation and integration with other tools, which helps us deliver efficient projects and tangible results faster.
What do you dislike about the product?
Overall, Zendesk Support Suite is a comprehensive and dependable platform. However, as is often the case with robust solutions, some of the more advanced configurations may demand extra time or technical know-how.
At times, specific features or integrations are initially launched in English before being fully localized, which can delay adoption for certain customers.
Nevertheless, Zendesk’s ongoing development and solid product roadmap tend to resolve these issues promptly, and the platform continues to improve with each new release.
At times, specific features or integrations are initially launched in English before being fully localized, which can delay adoption for certain customers.
Nevertheless, Zendesk’s ongoing development and solid product roadmap tend to resolve these issues promptly, and the platform continues to improve with each new release.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps our customers centralize all their customer service channels — email, chat, phone, social media, and messaging — in a single, easy-to-manage platform.
This unified approach allows support teams to work more efficiently, reduce response times, and provide a consistent, high-quality experience across every interaction.
For us as a Partner, it means we can implement scalable and measurable solutions that truly improve both customer satisfaction and agent productivity. It also gives us the flexibility to design custom workflows and automations that adapt to each client’s business model, helping them grow while keeping the customer at the center.
This unified approach allows support teams to work more efficiently, reduce response times, and provide a consistent, high-quality experience across every interaction.
For us as a Partner, it means we can implement scalable and measurable solutions that truly improve both customer satisfaction and agent productivity. It also gives us the flexibility to design custom workflows and automations that adapt to each client’s business model, helping them grow while keeping the customer at the center.
Why opt Zendesk for your Business
What do you like best about the product?
Zendesk is a powerful and scalable customer support platform with a user-friendly interface and rich feature set. Implementation is smooth, and it integrates well with popular tools like Slack and Salesforce. While customer support is responsive, Zendesk Voice needs improvement in reliability and functionality. We use it daily to manage tickets, automate workflows, and gain insights through robust reporting
What do you dislike about the product?
Zendesk is a powerful platform for scaling customer support, especially for teams that need flexibility and depth. While there’s room for improvement—particularly in voice capabilities—it remains a top contender in the helpdesk space.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has enabled us to centralize and streamline our customer communications by bringing together email, chat, social media, and phone interactions into one manageable platform. By addressing the issue of fragmented support, it provides unified ticketing, automation, and reporting tools. We have seen improvements in our response times, a reduction in manual workload, and an overall enhancement in customer satisfaction thanks to the consistent and efficient service it allows us to deliver.
Highly Recommended CRM for Customers' Satisfaction
What do you like best about the product?
We can navigate through the insights in order to monitor our customers' satisfaction and agents activity and their performances. At the same time we can also monitor average ticket resolution time calls activity.
What do you dislike about the product?
The call quality is not up to the mark. I have observed the recordings, the quality of sound is not that good while speaking to the customers even after using great quality headphones. I would suggest this needs to be improved.
What problems is the product solving and how is that benefiting you?
We are running an e-commerce company selling furniture in USA. We are resolving all the customer complaints through Zendesk for several years now. Using Zendesk, we are able to get all our customer's queries at one platform and it becomes very easy for us to resolve those queries via Zendesk Support, Tickets, Chats and Calls. We are able to use knowledge base, automated responses to save our agents' time while maintaining the quality of the responses, resulting into more satisfied customers.
Potential for Product
What do you like best about the product?
Zendesk is being proactive in it's integration with AI.
What do you dislike about the product?
The search in the knowledge base is horrendous. This is something that needs to greatly improve.
What problems is the product solving and how is that benefiting you?
So far, there has not been any solution that we have benefitted of yet. The knowledge base search is not good and we have wanted a resolution for this.
What we have to look forward to are the AI tools.
What we have to look forward to are the AI tools.
Concise reporting of customer support success
What do you like best about the product?
Zendesk Support Suite provides easy analytical analysis of critical customer support success metrics. Easy to implement dashboards do an excellent job of communicating the most important metrics for support team performance.
What do you dislike about the product?
Changing CRM/CMMS/ticketing platforms is always stressful. Doesn't only impact your support team but your entire organization. But this isn't specific dislike of Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps with automated routing of support tickets to the correct team to ensure the quickest time to resolution and minimize handoff.
Powersul and Easy to Use ITSM Solution
What do you like best about the product?
We transitioned from ServiceNow to Zendesk over 4 years ago. I love it for how easy it is to learn, configure, create new workflows and integrations and how they are responsive to feature requests.
What do you dislike about the product?
There are still a few things that are not available in Zendesk Support Suite that I need, such as a CMDB, or any kind of relational database, though we now have a way to create custom objects and one could build this out on their own. It's definitely on my request list for a future feature!
What problems is the product solving and how is that benefiting you?
We use Zendesk outside of only "normal" service desk and ticketing use cases adding to this the ability for incoming emails for our accounts payable team to get a ticket for every invoice that has to be paid, and for our audit team to have tickets for submissions from store for payment records. Zendesk has been a versatile tool.
Easy to Use
What do you like best about the product?
I love that we can automate subtasks, reducing work.
What do you dislike about the product?
The rising costs at renewal make it difficult to continue using the tool. The reporting features could be more user-friendly, as they currently require too much filtering and lack no-code options. Additionally, the dates reset every time I switch tabs, so I have to reselect them each time, which is inconvenient.
What problems is the product solving and how is that benefiting you?
With the upcoming addition of the future ITAM solution, we are also hoping to see SaaS license tracking included. This would be a valuable enhancement for us.
Zendesk Review
What do you like best about the product?
Zendesk's support suite has proven to be highly valuable and effective for our company, particularly thanks to its help center and knowledge base features. We recently implemented the basic AI agent and have already noticed positive outcomes—not only in the AI-driven experience but also in achieving quicker resolution times and gaining deeper insights into specific tickets. As we continue to develop our knowledge base and help center, our AI agent becomes even more capable, providing users with an immediate and efficient AI-powered response to their common questions. This, in turn, allows our customer support team to focus on more nuanced and complex inquiries.
What do you dislike about the product?
Zendesk's basic AI agents are not as intuitive or customizable as many businesses would prefer. To truly maximize the benefits of Zendesk, it seems necessary to upgrade to the enhanced AI agents, as this upgrade significantly reduces the limitations on what you can accomplish. Additionally, I find that the article knowledge base center is missing some features that our team would appreciate, especially when it comes to tracking and exporting our article content.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite provides us with a range of valuable benefits. We rely on it to operate our customer call center and manage customer service interactions. Lately, the help center and knowledge base have been especially useful, as they have enabled us to develop our AI agent. Users can now access this agent directly through the help center, our website, and our SaaS platform. This has made it much easier for us to address and resolve common questions and issues. Our users are able to quickly find answers and take steps to solve frequent problems on their own, without needing to call or email our support team.
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