Zendesk Suite
ZendeskReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
6,537 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Absolutely Love This Software!
What do you like best about the product?
The ease of use is fantastic, you can learn quickly even if you are a new user and customer and it integrates perfectly.
What do you dislike about the product?
To be honest, I haven't found any issues so far. Everything has been perfect up to this point.
What problems is the product solving and how is that benefiting you?
The support suite has solved the problem of needing to personally return to client support tasks or having to pay an employee to manage them. Now, I can handle everything directly from my laptop, and the AI can take over as well.
Great for Anonymous Support, But Lacks Email Forwarding Features
What do you like best about the product?
Zendesk is nice because the user is inherently anonymous, and no person email address has to be used. The software can also be used across multiple users for support.
What do you dislike about the product?
I very much dislike that forwarding and cc'ing emails and messages is not offered.
What problems is the product solving and how is that benefiting you?
Not really a problem, but it does consolidate our B2C customer support into one oulet.
Great Organization and Efficiency, But Key Features Locked Behind Paywall
What do you like best about the product?
I like the organization of Zendesk Support Suite. The ability to properly assess what kind of support inquires we're getting, the ability to accurately measure how many responses our team is giving. A centralized place for reviewing what information comes in that is accessible to multiple users without the need of a shared gmail inbox. I love that we can reduce the energy spent on tickets with pre-built macros; I love that we can feel a proper sense of accomplishment with "resolved" and "closed" tickets. I found the initial overview of Zendesk's youtube videos extremely helpful in understanding how Zendesk could fit itself into our operations and be the solution to a lot of our pinch points. Although it required several days of trial-and-error set up, I was able to get Zendesk up and running and our team was able to transition into the software, feeling more comfortable about the information coming in. Zendesk has been a great reliever of tension for our support team and support operations. We use Zendesk daily, and we appreciate it allowing us to respond to all of our customers within 24 hours.
What do you dislike about the product?
The paywalling of critical features is not my favorite business practice. Considering inbox management is a key selling point of the software for customer support teams, the ability to email the ticket via Side Conversations is pretty integral to the customer support experience, and makes onboarding the program especially difficult in the transition period as other parties will not know how to use Zendesk; or we may not want them to utilize Zendesk. There's also an initial technical barrier when trying to set up and implement more of Zendesk's features. Like, the forms being robust internally but extremely difficult to integrate into our external websites is a big negative and hard to work around. I also find it requires a lot of self-study. Every new term or feature links to a wikipedia like page that requires trying to read it, and since there's often features on that page you are also new to, it becomes a downwards spiral of trying to understand concepts and features without clear examples to really anchor yourself to.
What problems is the product solving and how is that benefiting you?
Zendesk helps us ditch the overstuffed shared gmail inbox the company has been using for years. It helps us keep track of our open support tickets and communicate more effectively with the ticket organizational system. It gives us numbers and data to use (even if the more nuanced data points are paywalled...). It gives customer support at my company its own legs and makes it feel more reliable and trustworthy. It allows anyone in my company to be trained to do support. It allows an automated initial response which takes care of the headache of people wondering if their email went anywhere. It's been pretty helpful.
Flexible Integrations, But Reporting Needs Improvement
What do you like best about the product?
I love the flexibility that Zendesk has. I also like the wide range of integrations Zendesk has available to improve workflows.
What do you dislike about the product?
Reporting can be a little tricky to understand.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me understand where the bulk of our support efforts are via their reporting. This is also the foundation on which we plan to build automations for employee self service.
Unique Features of Zendesk Support Suite
What do you like best about the product?
I liked best features of Zendesk Support Suite because it is all in one platform centralized communication across multiple channels.Other top rated features like esse of its use with efficiency,reduced manual work,AI chat Chatbots,self service options, Customisation and important it's different pricing tiers.I recommend this software strongly.
What do you dislike about the product?
For small business it is expensive due to its high cost and complex pricing. Sometime integration issues, limited customisation, cancellation difficulties noticed.
What problems is the product solving and how is that benefiting you?
Most important support it brings together support from different Channels like email,chat, phone, media into a single preventing customers having to repeat themselves.Overall it is best for improved productivity,faster resolution,better team performance.
Zendesk Best Ticketing Software for Various departments
What do you like best about the product?
Ease of use, Tickets can be managed easily
What do you dislike about the product?
Integration with other tools is difficult
What problems is the product solving and how is that benefiting you?
It helps manage ticket queue and address customers concerns
Poor Communication and Unhelpful Support Experience
What do you like best about the product?
It's hard to think of anything positive.
What do you dislike about the product?
You don't receive phone calls back.
You don't receive regular emails with enquiry chains.
Staff don't know how to solve problems.
Different staff suggest different support methods and still don't understand what you are asking for.
You don't receive regular emails with enquiry chains.
Staff don't know how to solve problems.
Different staff suggest different support methods and still don't understand what you are asking for.
What problems is the product solving and how is that benefiting you?
Didn't solve.
We had to solve ourselves and we are not technical. Took 6 weeks to get it sorted.
We had to solve ourselves and we are not technical. Took 6 weeks to get it sorted.
Great experience so far with Zendesk
What do you like best about the product?
very modern platform with fantastic usability and good suite of integrations
What do you dislike about the product?
no major downsides so far its has impressed me compared to other platforms and i have seen no negatives as of yet
What problems is the product solving and how is that benefiting you?
zendesk is deflecting tickets from agents allowing custoemrs to self serve, providing a knowledge base to customers and staff and functioning as a great ticket management system
Streamlined support with powerful automation
What do you like best about the product?
What I like best about Zendesk Support Suite is its ease of use and how quickly new agents can adapt to it. The implementation process was straightforward — we were able to get it up and running with minimal technical help. The customer support team at Zendesk is very responsive and always provides practical solutions when issues arise. We use Zendesk frequently throughout the day, and it remains reliable even with heavy ticket volumes. The number of features available—from macros to triggers, reporting, and multi-channel messaging—covers nearly everything we need to run an efficient support desk. Lastly, the ease of integration with our CRM, and internal tools makes it a seamless part of our workflow.
What do you dislike about the product?
While overall powerful, the initial setup and configuration can be a bit complex, especially when integrating multiple brands or departments
What problems is the product solving and how is that benefiting you?
I work in Customer Experience (CX) Support at Simpli Home, and Zendesk Support Suite has been a key part of streamlining our daily operations. It brings all our customer conversations—email, chat, and social—into a single unified dashboard, which makes handling high ticket volumes much easier. The automation tools and AI agents save hours every week by categorizing and routing tickets automatically, allowing our team to focus on high-value interactions.
The knowledge base and self-service features have reduced repetitive inquiries and improved our response times significantly. The reporting and analytics tools also help us monitor agent performance and identify areas to improve customer satisfaction. Overall, Zendesk has helped us maintain a consistent, personalized, and efficient support experience for our customers
The knowledge base and self-service features have reduced repetitive inquiries and improved our response times significantly. The reporting and analytics tools also help us monitor agent performance and identify areas to improve customer satisfaction. Overall, Zendesk has helped us maintain a consistent, personalized, and efficient support experience for our customers
A Powerful and Scalable Platform for Modern Customer Support
What do you like best about the product?
Zendesk Support Suite offers a clean, intuitive interface that makes it easy for agents to manage tickets across channels like email, chat, and messaging. The triggers, automations, and API capabilities make it highly customizable for complex workflows. I especially like how seamlessly it integrates with 3rd party tools, allowing for smooth cross-team collaboration. The analytics and reporting features are also strong — they give a clear view of performance and customer satisfaction trends. Overall, it’s a reliable platform that scales well as your support operations grow.
What do you dislike about the product?
Pricing is on the higher side for small teams
What problems is the product solving and how is that benefiting you?
Modern Customer support
showing 1 - 10