Zendesk Support Suite Reviews

As an admin, been able to control my system up to the minimum detail is the best Zendesk has, I have all type of communications linked to my system and agents have less tool to use, which helps with productivity.

The new AI system, it is still too new and the intents' system is not really super easy to use based on our specific needs.

Handling all type of communications with our users, from in-app support coming to our system, to reviews from app stores all in one place is the best way for the agents to not feel overwhelmed and using th intents, has help us to prioritize the more easy but important request to handle them first.

.I like that it offers all different kinds of features and apps you can implement into the desk so everything is all in the same place

Pricing for additional services and 2 way communication when it comes to SMS/text messaging

The ability to do live chat with clients

Zendesk Support Suite offers a clean, intuitive interface that makes it easy for agents to manage tickets across multiple channels like email, chat, and social media. I especially appreciate the automation and workflow tools—macros, triggers, and SLAs—that streamline repetitive tasks and ensure we stay responsive to customer needs. The integration with our CRM and third-party apps is seamless, allowing for a centralized view of customer interactions. Zendesk’s robust reporting also helps us track key metrics and continuously improve our support operations.

I didn’t have a great experience with Zendesk’s own support team. Whenever I reached out for help, instead of providing direct assistance or walking me through a solution, they often just sent links to help articles. It felt impersonal and frustrating—especially when I was dealing with urgent or complex issues that weren’t easily solved by a knowledge base article.

Zendesk Support Suite helps us manage all customer inquiries in one place, across email, live chat, and social media. This centralization has drastically improved our response times and reduced the chances of missing customer messages. The automation features—like ticket routing, SLAs, and canned responses—save our team time and help us stay consistent in how we handle requests. It’s also made it easier to monitor team performance and customer satisfaction through built-in reporting and CSAT surveys.

For the past couple of years, we've been utilizing Zendesk, and the positive impact it's had on our ability to serve customers has been truly remarkable

Nothing comes to mind at the moment, Zendesk is able to do all that we want it to.

This platform has streamlined the process for our agents to efficiently resolve customer tickets, calls, and chats.

Ease of viewing and responding to tickets. Ease of collaborating with teammates who are not agents.

As an administrator of the account, I also love the plan management screen that shows pricing changes for add-ons and upgrades - it makes it very easy to calculate add-on charges and features.

The integration with monday.com does not fulfill all our needs. It only pushes a new ticket through and doesn't allow us to see any comments updates over time. I wish that it would integrate so that when viewing a ticket in zendesk, we could link to a Monday.com item to update our customer records.

Also, at times, it's a challenge to find information that answers my questions in the help articles. They are really good articles, but I sometimes feel like it's a bit hard to find just the right one.

Zendesk as a product is solid. The platform is feature-rich, stable, and integrates well into our tech stack. From a support operations standpoint, it does what we need.

AI CO-pilot needs work. it does not stand up to other competitive AI chatbot products.

Allowing customers to easily reachout and get help with platform issues or questions.

Das bearbeiten von Tickets funktioniert wunderbar, es ist leicht zu verstehen und auch neuen Agents einfach zu vermitteln. Einen Zendesk aufzusetzen und zu integrieren geht auch recht einfach und die Wartung ist auch wirklich einfach gehalten und funktioniert wunderbar. Darum ist Zendesk zum Bearbeiten von Tickets für mich persönlich auch nach mehreren Jahren und täglicher Verwendung, die beste Lösung.

Leider bleibt der Chat auf der Strecke. Das Widget schaut einfach nicht hübsch aus, die Experience sowohl für den User als auch für den Kundenservice Mitarbeiter ist einfach nicht toll. Das macht Intercom besser, weswegen wir für unseren Chat auch Intercom nutzen. Ich würde mir wünschen das Zendesk da nachbessert, sodass wir wieder Zendesk für Ticket UND Chatsupport nutzen können.

Unseren Kunden erstellen bei Problemen mit unseren Produkten Ticketanfragen. Wir nutzen Zendesk um diese zu beantworten und um uns eine Übersicht zu verschaffen.

the ability for user to send a ticket via SMS

i would like to see a more tiered cost model for users/admins and helpdesk support people.

I use Zendesk to help clients through email. It is easy to manage customer inquiries in one place and very user-friendly. I can organize my tasks, making support more efficient and seamless for my clients. Very easy to assign tasks to the employees by creating channels.Using it on a daily basis really makes my life in the office sooo enjoyable !

No complaints. I don´t dislike anything.

Replying and solving customers' problems

It is very easy to use and makes life easy, by just searching for a certain department you're able to reach them. I use it every day at work and we communicate easily with our customers.

There is nothing to dislike everything works perfectly fine.

We can easily reach out to other Departments and the problem that has been resolved is that we can now mark a ticket as urgent so we can get a quick response.