Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk
What do you like best about the product?
Interaction and how to access phone and chat communication as emailing to customer is awesome
What do you dislike about the product?
Needs more integrations options in order to have a smoother working process with other apps
What problems is the product solving and how is that benefiting you?
Interactions and communication with customers which impacts to have a better customer service experience given to customers
All in one Support software that works very well.
What do you like best about the product?
Integration with other tools are smooth and amazing, making workflows more efficient.
Search and tagging features make it easy to find past conversations quickly.
The best thing Dashboard is clean and organized, easy to use.
Search and tagging features make it easy to find past conversations quickly.
The best thing Dashboard is clean and organized, easy to use.
What do you dislike about the product?
Time consuming initial setup.
Little costly for some business.
Email notifications delayed.
Little costly for some business.
Email notifications delayed.
What problems is the product solving and how is that benefiting you?
It centralizes all our customer interaction into one platform thats i think very beneficial.
It helps us resolve tickets faster and smooth improve customer experience
It helps us resolve tickets faster and smooth improve customer experience
Basic functions
What do you like best about the product?
The reports section is very comprehensive and dynamic, easy to use. I implemented it myself and it was very easy to configure everything on my own. Today, our customer support is more agile and dynamic thanks to the system.
What do you dislike about the product?
I really missed a simple feature that I had on the old platform I used, Infobip. There, I had free bots to start service on all channels. On Zendesk, I only managed to do it on live chat. On WhatsApp, to have a bot, I would need to subscribe to the most expensive plan, and today it is not necessary given the size of our organization.
What problems is the product solving and how is that benefiting you?
Data collection, the reports are very good and help a lot in making important decisions.
A good software for customer support
What do you like best about the product?
The automated replies makes the workflow more efficient by cutting the interaction time
What do you dislike about the product?
The AI replies generated can sometimes be not adequately personalized to user
What problems is the product solving and how is that benefiting you?
The dedicated manpower used for this is avoided by this making the deployment process quick and easy
Not included latest technology and features with AI
What do you like best about the product?
I used Jira multiple time they have summary of the ticket and link it to related one and many AI feature for dashboard creation also which is missing here
What do you dislike about the product?
Not included colour of the ticket on bases on priority and some icon by which we can just have a idea about it without reading the text
What problems is the product solving and how is that benefiting you?
Manage my business and coordination
Easy and Effective Support Tool
What do you like best about the product?
It is easy to use, helps manage customer tickets in one place, and makes tracking and replying to customers fast. The interface is clean and user-friendly.
What do you dislike about the product?
Required some advanced features so user need little help from technical team,
What problems is the product solving and how is that benefiting you?
It helps us manage all customer queries from email, chat, and calls in one platform. This saves time, improves response speed, and keeps our support team organized, which leads to better customer satisfaction......
Great tool and really useful
What do you like best about the product?
Easy to use interface and a layman can work with little guidance.
What do you dislike about the product?
Zendesk Support Suite is expensive for full features.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps you handle more customer requests efficiently, respond faster, and track performance, all while growing your support operations as needed.
User Friendly
What do you like best about the product?
As a Customer Support Executive (CSE), what I appreciate most about Zendesk Support Suite is its ability to streamline and enhance the customer support experience through several key features:
Unified Agent Workspace: Zendesk consolidates multiple communication channels—such as email, chat, phone, social media, and self-service portals—into a single, intuitive interface. This integration allows for efficient management of customer interactions without the need to switch between different platforms.
Automation and Macros: The platform offers robust automation tools and reusable macros, enabling quick and consistent responses to common customer inquiries. This not only saves time but also ensures uniformity in communication.
G2
Comprehensive Analytics and Reporting: Zendesk provides detailed dashboards and reports that help monitor key performance indicators (KPIs), track ticket trends, and assess agent productivity. These insights are crucial for continuous improvement and informed decision-making.
Desk365
Customizable Knowledge Base: The self-service knowledge base allows for the creation and maintenance of help articles and FAQs, empowering customers to find answers independently and reducing the volume of support tickets.
Desk365
Scalability and Integration: Zendesk's flexibility makes it suitable for businesses of various sizes. It supports integration with over 1,200 third-party tools, facilitating seamless incorporation into existing workflows and systems.
Software Connect
While Zendesk offers a comprehensive suite of tools to enhance customer support, it's important to note that some users have reported challenges, such as a steep learning curve for new users and complexities in pricing structures.
Desk365
Unified Agent Workspace: Zendesk consolidates multiple communication channels—such as email, chat, phone, social media, and self-service portals—into a single, intuitive interface. This integration allows for efficient management of customer interactions without the need to switch between different platforms.
Automation and Macros: The platform offers robust automation tools and reusable macros, enabling quick and consistent responses to common customer inquiries. This not only saves time but also ensures uniformity in communication.
G2
Comprehensive Analytics and Reporting: Zendesk provides detailed dashboards and reports that help monitor key performance indicators (KPIs), track ticket trends, and assess agent productivity. These insights are crucial for continuous improvement and informed decision-making.
Desk365
Customizable Knowledge Base: The self-service knowledge base allows for the creation and maintenance of help articles and FAQs, empowering customers to find answers independently and reducing the volume of support tickets.
Desk365
Scalability and Integration: Zendesk's flexibility makes it suitable for businesses of various sizes. It supports integration with over 1,200 third-party tools, facilitating seamless incorporation into existing workflows and systems.
Software Connect
While Zendesk offers a comprehensive suite of tools to enhance customer support, it's important to note that some users have reported challenges, such as a steep learning curve for new users and complexities in pricing structures.
Desk365
What do you dislike about the product?
1. Complexity for New Users
The interface can be overwhelming for beginners—especially when trying to set up automations, triggers, or multi-brand workflows without admin experience.
The learning curve is steeper if your support team is small and doesn’t have a dedicated Zendesk administrator.
2. Limited Native Reporting
While Zendesk Explore offers analytics, the default reporting can be restrictive, and advanced dashboards often require a paid plan or complex customization.
Real-time analytics are limited unless you upgrade.
3. Pricing & Add-On Costs
Certain features that feel “basic” (e.g., advanced SLA tracking, in-depth reporting, AI routing) are locked behind higher-tier plans or add-ons.
Costs can rise quickly if you scale the number of agents.
4. Search Function Limitations
Ticket search isn’t always precise; finding older tickets or specific keyword matches can be frustrating without tagging discipline.
5. Automation Constraints
Some automations and workflow rules are not as flexible as competitors like Freshdesk or ServiceNow.
Complex routing often requires multiple triggers and workarounds.
6. Collaboration Hurdles
Side conversations and internal notes work well, but cross-department collaboration can still require switching to other tools (Slack, Teams) for context.
7. Mobile App Shortcomings
Mobile app has limited features compared to the desktop interface—good for quick replies but not for complex ticket management or reporting.
The interface can be overwhelming for beginners—especially when trying to set up automations, triggers, or multi-brand workflows without admin experience.
The learning curve is steeper if your support team is small and doesn’t have a dedicated Zendesk administrator.
2. Limited Native Reporting
While Zendesk Explore offers analytics, the default reporting can be restrictive, and advanced dashboards often require a paid plan or complex customization.
Real-time analytics are limited unless you upgrade.
3. Pricing & Add-On Costs
Certain features that feel “basic” (e.g., advanced SLA tracking, in-depth reporting, AI routing) are locked behind higher-tier plans or add-ons.
Costs can rise quickly if you scale the number of agents.
4. Search Function Limitations
Ticket search isn’t always precise; finding older tickets or specific keyword matches can be frustrating without tagging discipline.
5. Automation Constraints
Some automations and workflow rules are not as flexible as competitors like Freshdesk or ServiceNow.
Complex routing often requires multiple triggers and workarounds.
6. Collaboration Hurdles
Side conversations and internal notes work well, but cross-department collaboration can still require switching to other tools (Slack, Teams) for context.
7. Mobile App Shortcomings
Mobile app has limited features compared to the desktop interface—good for quick replies but not for complex ticket management or reporting.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage customer and sales support more efficiently by centralizing all queries in one place. It allows us to track requests, respond faster, and maintain clear communication with customers. This improves resolution times, enhances customer satisfaction, and gives our sales team better visibility into customer needs.
Zendesk: A Game-changer for streamlined customer support
What do you like best about the product?
Seamless, smart & fully customer-friendly!
What do you dislike about the product?
Challenging at first, but rewards mastery.
What problems is the product solving and how is that benefiting you?
Zendesk brings all our customer chats, calls, and emails into one place, making support faster, smoother, and more personal. It started off a bit tricky, but once you get the hang of it, it’s a game-changer.
Great tool with accountability and trackability for requests
What do you like best about the product?
Easy UI and also ability to upload large files like screenshares
What do you dislike about the product?
From an end user, requester, the ticket can look really messy in the thread (emails showing up within emails).
What problems is the product solving and how is that benefiting you?
As a CSM, it raises the request for any issues but it also tracks the ticket journey to make sure it doesn't get missed.
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