Zendesk Suite
ZendeskExternal reviews
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Decent application with room to grow
What do you like best about the product?
I really like how Zendesk Support keeps all the customer conversations in one place, it makes tracking, filtering issues so much easier
What do you dislike about the product?
The reporting side can feel a bit limited sometimes, I wish it had more flexibility without needing too many extra add-ons.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps me manage customer queries from email, chat, and social all in one place, so nothing gets missed. It’s made our response times a lot faster and the team works more smoothly together since we’re not jumping between different tools. I appreciate being organised and thats what i appreciate most about the application
Good tool to manage global support for your customers, can be shined up a little bit
What do you like best about the product?
- Easy ticket management
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
What do you dislike about the product?
Cons:
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
What problems is the product solving and how is that benefiting you?
- Help desk management
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
Clear & concise linking requests to the right department
What do you like best about the product?
Clear and easy to navigate. I'm able to create tickets fast, link documents i need, and organize everything for the support department to know the details of my ask
What do you dislike about the product?
I dont do the integrations, but I wish following a ticket was easier and individually notified in Slack
What problems is the product solving and how is that benefiting you?
It allows Customer Success Managers to create tickets from our clients to our Technical Support staff
Zendesk - One stop for ticket management
What do you like best about the product?
Flexibility of Ticket Management, Integration is quite simple
What do you dislike about the product?
Performance is slow and it impacts Productivity issues
What problems is the product solving and how is that benefiting you?
Helps as a Ticketing tool for tracking, Analyze the tickets and prepare data trends
Zendesk review
What do you like best about the product?
Every cx request becomes a trackable ticket
What do you dislike about the product?
Overly complex reporting, and high cost for features
What problems is the product solving and how is that benefiting you?
Lack of context
A Unified, Reliable Tool for Multi-Channel Customer Support
What do you like best about the product?
What I like best about Zendesk Support Suite is how it brings all customer communication channels—email, chat, phone, and social media—into a single, unified workspace. This eliminates the need to switch between multiple tools and ensures no customer query is overlooked. I also appreciate its automation and ticket management features, which help prioritize urgent requests, assign them to the right team members, and track resolution progress. The built-in analytics provide clear insights into performance, allowing us to continuously improve response times and customer satisfaction.
What do you dislike about the product?
While Zendesk Support Suite is a powerful platform, one area that could be improved is the complexity of customization. For new users or smaller teams without dedicated technical resources, setting up advanced workflows and automations can feel time-consuming. Additionally, some of the reporting features require extra configuration or add-ons to unlock deeper insights. That said, once the system is fully configured, it delivers excellent value."
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralize all customer inquiries—whether they come via email, chat, phone, or social media—into one place. This prevents missed messages, speeds up response times, and makes it easier to track every interaction. Its automation tools also route tickets to the right team members and set priorities, which improves efficiency. As a result, our team resolves issues faster, maintains better communication with customers, and delivers a more consistent support experience."
Zendesk Has Changed the Way We See Customer Service
What do you like best about the product?
I like the transparency that it offers our team internally. It's easy to use and integrate into our system, and now our team uses it daily for customer support emails - the email portion was easy to implement!
What do you dislike about the product?
I wish there were more assistance in setup, and the support site was more flushed out. However, when I've reached out to customer support, they've been amazing to work with. We've yet to implement the phone side as our IT company is unsure what to do, and I am not sure how to implement this either.
What problems is the product solving and how is that benefiting you?
its really helping us filter emails, the use of macros and rules have been beneficial as well.
User Frindly Platform Plat for for managing customer support
What do you like best about the product?
Easy To use User interface plat form Making it simple to mange support agaents and mange Tickets and respond to customer efficiently
powerfull automation feature Custom Triggers
the reporting and anlaytics tool provide valuable insight into performance and customer satisfaction
easy implemtiation
powerfull automation feature Custom Triggers
the reporting and anlaytics tool provide valuable insight into performance and customer satisfaction
easy implemtiation
What do you dislike about the product?
the intial setup and customization can be time consuming espicaily for new users some advanced features required additional cost which might not be budget friendly for smaller teams the mobile app experince gould be imporved also
What problems is the product solving and how is that benefiting you?
Zendesk Support Helps to centralize all customer inquiries from multiple channels into one platform
making it easier for our support team to track manage and resolve issues efficianlty
it improves colaboration between the team as well and customer satisfication has been increased
making it easier for our support team to track manage and resolve issues efficianlty
it improves colaboration between the team as well and customer satisfication has been increased
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
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