Zendesk Suite
ZendeskExternal reviews
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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
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......
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.
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.
All in one, Easy to use
What do you like best about the product?
Officially has been using zendesk for more than 2 years is very easy to work on Zendesk handling tickets of calls,Chat and Email, all in one place
What do you dislike about the product?
Sometimes , data is not updated as it should be..
What problems is the product solving and how is that benefiting you?
Officially has been using zendesk for more than 2 years is very easy to work on Zendesk handling tickets of calls,Chat and Email, all in one place
One of the best customer support softwar
What do you like best about the product?
The best thing is it brings all customer conversations email, chat, phone, social media into one unified platform,
It also make it easy for us to respond faster, track issues, and deliver a smooth, consistent customer experience.
It also make it easy for us to respond faster, track issues, and deliver a smooth, consistent customer experience.
What do you dislike about the product?
Limited customization and complex setup for beginners
What problems is the product solving and how is that benefiting you?
Centralizes all customer support, improves response time, boosts satisfaction, enables team collaboration, and offers performance insights.
Powerful and reliable tool for streamlining customer support operations
What do you like best about the product?
Zendesk Support Suite offers a unified and intuitive interface that makes managing tickets, chats, and support queries incredibly efficient. The automation and workflow features—like macros, triggers, and views—save a lot of time and reduce manual errors. The integration with other tools (like Slack, Jira, etc.) works seamlessly, which boosts productivity across teams. Reporting and analytics are also insightful and help us improve our support quality continuously. The knowledge base feature is a bonus for self-serve support.
What do you dislike about the product?
While the platform is robust, the admin configuration interface can be a bit overwhelming for new users. Customization options are plenty, but finding and tweaking the right setting often takes more time than expected. Some integrations (especially third-party) require additional effort to maintain. Also, the mobile app experience could be improved in terms of speed and ticket navigation.
What problems is the product solving and how is that benefiting you?
Zendesk helps us centralize all customer communications in one platform, improving our response time and ensuring no query falls through the cracks. By automating ticket assignment and providing AI-based recommendations, it saves agents time and enhances our support quality. It also empowers customers with self-service tools, reducing repetitive queries. Overall, it improves both customer satisfaction and team efficiency.
My professional experience with Zendesk as a fresher
What do you like best about the product?
I never found it difficult to navigate through Zendesk as with most of new softwares. It was pretty user friendly. I was able to not waste time clicking through several direction to find what I want. Because everything was intuitive and I appreciate the how I can collaborate with me colleagues.
What do you dislike about the product?
I can only find the colours being not fun.
What problems is the product solving and how is that benefiting you?
I used it to support my customers and manage emails.
Zendesk offers the best customer support resources in the industry
What do you like best about the product?
Really ease to use and offers the best customer support !
What do you dislike about the product?
You may rarely experience a technical issue, but you're sorted out as soon as possible
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is taking care of the stress of managing customer support and really help provide great customer experience.
Amazing
What do you like best about the product?
What I like best about Zendesk Support Suite is its ability to centralize all customer interactions—whether through email, chat, phone, or social media—into one unified workspace. This not only streamlines communication but also helps support teams respond faster and more effectively. I also appreciate its automation features, like triggers and macros, which reduce repetitive work, improve efficiency, and allow agents to focus more on delivering a personalized customer experience. The detailed analytics and reporting tools are another plus, as they provide actionable insights for improving service quality and team performance.
What do you dislike about the product?
What I find challenging about Zendesk Support Suite is that, while it’s a powerful tool, its extensive features can feel overwhelming for new users. The initial setup and customization require time and a good understanding of the system to fully leverage its capabilities. Additionally, some advanced reporting and automation features are locked behind higher-tier plans, which can limit flexibility for smaller teams. However, once the learning curve is overcome, the benefits outweigh the initial challenges.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving the problem of scattered and inefficient customer communication by bringing all interactions—email, chat, phone, and social media—into one unified platform. This eliminates the need to switch between multiple tools, reduces response time, and ensures that no customer query is missed. It also solves the challenge of inconsistent service quality by providing automation tools, macros, and knowledge base integration, which help standardize responses. For me, this means improved efficiency, better customer satisfaction, and more time to focus on complex issues rather than repetitive tasks.
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