Zendesk Suite
ZendeskExternal reviews
6,487 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A Robust and Scalable Customer Support Platform
What do you like best about the product?
Zendesk Support Suite offers a unified platform for managing customer interactions across multiple channels—email, chat, social media, and voice. The integration between these channels is seamless, giving agents a holistic view of customer conversations. The UI is intuitive and clean, which helps new agents onboard quickly. I also appreciate the powerful automation features, triggers, and macros that make ticket management more efficient.
What do you dislike about the product?
While powerful, the system can be a bit overwhelming for smaller teams or companies without dedicated support operations. Some advanced features are locked behind higher pricing tiers, and reporting customization could be more flexible without needing to upgrade or integrate with third-party tools. Performance can also lag during peak usage.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite to manage customer service inquiries and support tickets for both B2B and B2C users. It integrates with our CRM and Slack, which streamlines communication and escalations.
Benefits Realized:
Reduced first response time through automation and macros
Improved customer satisfaction with unified multi-channel support
Better visibility into team performance through analytics and dashboards
Benefits Realized:
Reduced first response time through automation and macros
Improved customer satisfaction with unified multi-channel support
Better visibility into team performance through analytics and dashboards
My experience has been smooth and efficient — it helps you manage customer support across chat
What do you like best about the product?
It’s easy to use, helps manage customer queries efficiently, and keeps all communication in one place.
What do you dislike about the product?
Sometimes it's slow to load, and setting up advanced automation or triggers can be a bit complex without technical help
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage customer support across chat, email, and calls in one platform. It saves time, improves response speed, and keeps everything organized.
Review Zendesk Support Suite
What do you like best about the product?
User friendly and Customer Support and lots of features
What do you dislike about the product?
While Zendesk Support Suite is a robust customer service platform, I find its complexity and setup process challenging
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite addresses fragmented communication, repetitive tasks, and lack of visibility in customer service by consolidating all support channels, automating workflows, and offering real-time insights.
Best Customer Service Handling
What do you like best about the product?
Its ecosystem, And its integration with multiple tools, how easily the tasks can be seggragated between team members. Its a single stop solution with rich set of features.
What do you dislike about the product?
Can be easier for beginners.
Can be a bit improved for onboarding multiple tools integrations.
Can be a bit improved for onboarding multiple tools integrations.
What problems is the product solving and how is that benefiting you?
Able to track customer requests of multiple teams, and track status really well. Its been efficient, helpful solution tool.
A great support tool to use for customer service
What do you like best about the product?
The unified support across social media, email, chat and calls allowing people to solve problems from a single interface, which boosts productivity and efficiency.
What do you dislike about the product?
Little bit costly for small & mid sized business and also difficult to use for new people.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk is solving - I don't need to roam around here and there for completing tasks, I can do it in a single dashboard.
Zendesk Review – Solid Support Platform with Room for Flexibility
What do you like best about the product?
it's been a reliable, well-structured solution for managing customer support and ticketing across teams. What stands out the most is how thoughtfully it handles scale, the workflows, macros, automations, and analytics features are strong and help keep our support operations efficient.
What do you dislike about the product?
Limited flexibility without dev effort
Reporting has a learning curve
Occasional pricing surprises when scaling up features
Reporting has a learning curve
Occasional pricing surprises when scaling up features
What problems is the product solving and how is that benefiting you?
Faster resolution times
Lower agent fatigue
Happier customers
And a much more organized support ops workflow
Lower agent fatigue
Happier customers
And a much more organized support ops workflow
Reliable tool for managing customer conversations/ All-in-one support platform that scales well
What do you like best about the product?
It centralizes all customer communication in one place. The interface is clean, and setting up workflows is simple once you get the hang of it.
What do you dislike about the product?
Onboarding tutorials would help new users.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage customer queries from multiple channels—email and chat—in one unified platform. It reduces response time, improves team coordination, and ensures no query is missed. The automation features help streamline repetitive tasks, saving time and boosting productivity.
A Reliable Choice for Scaling Customer Support with Ease
What do you like best about the product?
Zendesk's omnichannel capabilities are genuinely impressive — being able to handle emails, chats, calls, and social messages all from one unified agent workspace reduces clutter and boosts response time. The automation features, like triggers and macros, save tons of manual effort. Integration with third-party tools (like Jira, Slack, and Shopify) is seamless, and the reporting dashboard gives real-time insights that help us make data-driven decisions.
What do you dislike about the product?
We were struggling with fragmented communication across channels and a lack of visibility into agent performance. Zendesk gave us a centralized solution to manage customer interactions efficiently. It’s improved our first-response time, agent productivity, and overall customer satisfaction significantly.
What problems is the product solving and how is that benefiting you?
Automation tools like triggers, macros, and SLAs have reduced manual workloads and ensured timely follow-ups, while the built-in reporting gives us actionable insights into agent performance and customer satisfaction. It has also enabled better collaboration between support, sales, and product teams thanks to its seamless integration with tools like Salesforce, Jira, and Slack.
Highly managed and easy to integrate with other tools
What do you like best about the product?
I used zendesk support with jira. I was very powerful tool with many features. Its a best tool for create and track the tickets of any project.
What do you dislike about the product?
Need to improve the UI and take care of UI component positions.
What problems is the product solving and how is that benefiting you?
Clients reported their issues on zendesk which was very helpful to track and followup.
Zendesk support suite: The backbone of better customer care
What do you like best about the product?
1. Robust Reporting & Analytics
2. Intuitive & Customizable Agent interface
3. Reliable Cloud based Infrastructure
4. Extensive customization via APIs
2. Intuitive & Customizable Agent interface
3. Reliable Cloud based Infrastructure
4. Extensive customization via APIs
What do you dislike about the product?
Limited customization on lower plans that’s not a big issue.
Complex setup and Admin configuration
Complex setup and Admin configuration
What problems is the product solving and how is that benefiting you?
1. It combines all communication channels into a unified inbox, so agents can manage every interaction in one place.
2. Offers ticketing and workflow automation, ensuring issues are routed correctly
3. Includes analytics and reporting dashboards that show ticket volumes, resolution times, CSAT scores and more
2. Offers ticketing and workflow automation, ensuring issues are routed correctly
3. Includes analytics and reporting dashboards that show ticket volumes, resolution times, CSAT scores and more
showing 291 - 300