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Zendesk Support Suite Logo
Zendesk Support Suite
Streamlined Customer Service Solutions
4.3
(5,770)
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Zendesk Support Suite Reviews & Product Details

Zendesk Support Suite Overview
What is Zendesk Support Suite?

Zendesk offers a complete customer service solution that’s trusted by hundreds of thousands of customers. Recognized as one of the best help desk platforms, it’s a completely scalable solution that lets users manage and respond to queries from several channels using a unified dashboard, including social, text, voice, email, live chat, etc. Zendesk also offers comprehensive analytics and reporting, a reliable knowledge base and forum, as well as over 1000 integrations pre-built into the platform.

Company Zendesk, Inc.
Year founded 2007
Company size 1001-5000 employees
Headquarters San Francisco, California, United States
Social Media
Managed by:
KM
Khalid Mohamed
UX/UI web design
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What Zendesk Support Suite is best for?
How does Zendesk Support Suite compare to Gorgias?
What are the pros and cons of Zendesk Support Suite?
Zendesk Support Suite Product Details
Capabilities
AI
API
Segment
Small Business
Mid Market
Enterprise
Deployment Cloud / SaaS / Web-Based, Desktop Mac, Desktop Windows, Mobile Android, Mobile iPad, Mobile iPhone
Support 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Training Documentation
Languages English
Zendesk Support Suite Features
Asset Management
Audit Logs
Automated Routing
Canned Responses
Change Management
Collaboration Tools
Custom Fields
Customer Feedback
Customizable Branding
Email Integration
Escalation Management
Incident Management
Knowledge Base
Live Chat
Macros/Automations
Mobile Access
Multi-channel Communication
Prioritization
Problem Management
Queue Management
Reporting and Analytics
Role-Based Permissions
SLA Management
Self-service Portal
Surveys and Feedback
Task Management
Third-party Integrations
Ticket Management
Time Tracking
User Management
Zendesk Support Suite Media
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Zendesk Support Suite Screenshots
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: December 09, 2024
Zendesk Support Suite Logo
5,770 Zendesk Support Suite Reviews
4.3 out of 5
Mid Market (51-1000 emp.)
Jul 23, 2022
 Source
Overall Rating:
4.5
Sameeran P. avatar
Sameeran P.
Environmental Consultant
Share
"Zendesk is one of the best support tool"
What do you like best about Zendesk Support Suite?

We can integrate it with social media platforms to respond quickly.

What do you dislike about Zendesk Support Suite?

Their support isn't as good as it used to be once upon a time

What problems is Zendesk Support Suite solving and how is that benefiting you?

Handling chats and interaction from social media platforms like Facebook and Twitter

Small Business (50 or fewer emp.)
Jul 22, 2022
 Source
Overall Rating:
4.5
SC
Suman C.
Founder
Share
"We love Zendesk"
What do you like best about Zendesk Support Suite?

Zendesk is a great tcicketing system for any software or ecommerce business. I have used zendesk at carious organozations and loved the overall UI. Best feature is ability to escalate issues smoothly.

What do you dislike about Zendesk Support Suite?

I think there are couple of alternatives in the market that have a reall Good UI and much more supported featurs. Customer service can get better. It used to be very good before but overtime it's gone down.

What problems is Zendesk Support Suite solving and how is that benefiting you?

We have integated Zendesk with other solutions to cater to other parts of our business and it seems to work perfectly fine. It's helping my team solve the support tocket much efficiently.

Mid Market (51-1000 emp.)
Jul 22, 2022
 Source
Overall Rating:
4.5
AP
Adrian P.
Community Operations
Share
"My zendesk experience"
What do you like best about Zendesk Support Suite?

There are so many customisation options to explore - triggers, automations, macros. If there's an idea you'd like to pursue, it's probably possible in zendesk. They're support is pretty good and if you think otherwise, check the knowledge base or community forum. So many resources!

What do you dislike about Zendesk Support Suite?

In some cases there's so much data, the page loads pretty slow. Additionally, some configurations are not obvious and require some digging. I'd like to have a better segregation option for dynamic content.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Cross-company cooperation - we're able to share the same fields with our partners and cooperate smoothly. Zendesk works well with automation softwares, it makes it so much easier! Cross platform collab - with jira, slack, etc. Plenty of ways to customise and automate your way of work.

Small Business (50 or fewer emp.)
Jul 21, 2022
 Source
Overall Rating:
4.5
Gennavee R. avatar
Gennavee R.
Customer Service And Admin Support
Share
"Amazing Tool for Small Teams with Large Customer Bases"
What do you like best about Zendesk Support Suite?

The ticketing format and overall cohesiveness of the platform are bar none of the best out there. Our team went from working out of a single sales email address to this glorious multifaceted workspace that can be customized to each agent's needs and preferences (for the most part) and the integration it has with our storefront provider, Shopify, is phenomenal. But my absolute favorite part of it all is the ability to create a truly robust Help Center. We just recently updated ours to be available in Japanese which is our fourth largest customer base other than the UK and Canada. English to Japanese is a huge leap, but being able to use dynamic content to contextually provide translation has been fantastic. Zendesk has been a dream to learn and implement and the ease of doing so cannot be understated.

What do you dislike about Zendesk Support Suite?

The inability to cycle through ticket tabs with a keyboard shortcut and the inability to rearrange those tabs by clicking and dragging is frustrating for all members of our team. Also, not having a built dark mode is annoying. There are paid extensions to work specifically with Zendesk, but in this day and age, you would hope for the option to be included for free by default. You can use browser extensions and Opera offers the option to force dark mode on webpages, but I'd rather it just be offered through Zendesk to begin with.

What problems is Zendesk Support Suite solving and how is that benefiting you?

We used to work out of a single email account and one of the biggest issues was customers sending multiple emails, or responding to their first one which would push their email thread to the top of the inbox, which we worked backward through. Switching to the ticketing format has enabled us to track everything and keep everything to a much, much higher degree. We are also able to see and understand the context of every interaction much more easily.

Mid Market (51-1000 emp.)
Jul 21, 2022
 Source
Overall Rating:
4.5
Steve W. avatar
Steve W.
It Manager
Share
"Courteous and patient, stuck with me to resolution."
What do you like best about Zendesk Support Suite?

Reps are very knowledgeable and courteous, they were patient with me and stuck with me until resolution.

What do you dislike about Zendesk Support Suite?

It took awhile to get them to understand the issue and at times took a long time to get a reply.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Keeping track of issues, zendesk does great with auto replies, organizing my work and keeping me on my toes.

Mid Market (51-1000 emp.)
Jul 21, 2022
 Source
Overall Rating:
4.5
MA
Mostafa A.
Product Manager
Share
"The Flagship. Reliable, Smart, and Flexible"
What do you like best about Zendesk Support Suite?

Massive and stable features Agents Interface Truly an omnichannel Integrations. Integrations. Integrations Flexibility and Dynamic tool Relative Ease in Setup Superior Whatsapp Integration

What do you dislike about Zendesk Support Suite?

Sometimes Support takes longer times to respond to issues that might be a showstopper for business Very Expensive Plans Brands management (If not on Enterprise) Chatbot is very limited

What problems is Zendesk Support Suite solving and how is that benefiting you?

I am using Zendesk across 3 literal brands under the same company. Over 250 live agents. Zendesk covers all needs from Customer Complains, Inquiry, Sales, Aftersales, Tech Support, and much more

Enterprise (> 1000 emp.)
Jul 20, 2022
 Source
Overall Rating:
4.5
LR
Lee R.
Senior Business Systems Analyst
Share
"Easy to Administer"
What do you like best about Zendesk Support Suite?

The admin portal is laid out to be easy enough to find the area you need to meet a business requirement

What do you dislike about Zendesk Support Suite?

Sometimes settings can be redundant and finding the right steps to accomplish a request can take you down a rabbit hole trying to find the right documentation from zendesk.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Allows us to manage incoming requests from different channels and implement metrics on these requests quite easily.

Enterprise (> 1000 emp.)
Jul 19, 2022
 Source
Overall Rating:
4.5
SB
Sushil B.
Icm Administrator
Share
"Good Suite but could be better"
What do you like best about Zendesk Support Suite?

The views and Notifications are good, support is good

What do you dislike about Zendesk Support Suite?

The range of developement is not good, reporting options are very less

What problems is Zendesk Support Suite solving and how is that benefiting you?

It helped my team to provide support to end user based on email, chat and other options

Small Business (50 or fewer emp.)
Jul 16, 2022
 Source
Overall Rating:
4.5
SD
Swathi D.
Program Manager
Share
"How Zendesk becomes your startup's Support engine"
What do you like best about Zendesk Support Suite?

- Support agents can be onboarded within minutes of signing up to the platform. - Startup of any size can use Zendesk as their support software - Reporting and analytics that directly contributes to the retention rate.

What do you dislike about Zendesk Support Suite?

- Pricing, it's expensive for smaller startups with no revenue to use the startups from day one. - Other competitors like Freshworks, and Salesforce comes with a suite of products to stay in the ecosystem, and Zendesk was late to that adoption.

What problems is Zendesk Support Suite solving and how is that benefiting you?

-Scaling customer support team, and have multi-channel access to customer enquires in one platform. - Multi-Language support is crucial for global companies is managed seamlessly.

Small Business (50 or fewer emp.)
Jul 13, 2022
 Source
Overall Rating:
4.5
RF
Rebecca F.
Customer Care Manager
Share
"Zendesk Support Suite is a complete tool for customer support"
What do you like best about Zendesk Support Suite?

Zendesk Support Suite is a complete tool for customer support. The integration of the chat and ticketing system is the best thing you can have. Chat Agents can forward the customer to the next step of assistance in just one click, that's so easy!

What do you dislike about Zendesk Support Suite?

Very little things: the fact that you can't personalize a lot the email signature (for example with images) the fact people are confused about how to reply, because of the instruction to write above the line: that's kinda confusing for them

What problems is Zendesk Support Suite solving and how is that benefiting you?

We can help people with a complete suite of support center: faqs, live chat, emails, social media and so on! Is really cool to have everything in one space because it helps you work in an efficient and rapid way

Mid Market (51-1000 emp.)
Jul 13, 2022
 Source
Overall Rating:
4.5
Musaib H. avatar
Musaib H.
Sr System Engineer
Share
"The Team always keep a fast approach"
What do you like best about Zendesk Support Suite?

it gave me one-stop shop to all all my questions, the quality support is knowledgeable.

What do you dislike about Zendesk Support Suite?

The Internal Ticket SLA The bot feature need to have some sort of upgrade hope this all will get improve

What problems is Zendesk Support Suite solving and how is that benefiting you?

had some doubts about whatsapp chat integration, messaging and zendesk talk that will help me effectively

Enterprise (> 1000 emp.)
Jul 12, 2022
 Source
Overall Rating:
4.5
SK
Siva K.
Real Time Analyst
Share
"Experience with Zendesk"
What do you like best about Zendesk Support Suite?

Customize the ticket queues and Live ones.

What do you dislike about Zendesk Support Suite?

very few limited options when creating zendesk dashboards, not having many options available to users or it may be limited by an organization, not sure about this.

What problems is Zendesk Support Suite solving and how is that benefiting you?

We have high volumes of ticketing systems around the Globe, and it is helping us to accommodate tickets to certain groups round the clock, and it is benefitting.

Mid Market (51-1000 emp.)
Jul 08, 2022
 Source
Overall Rating:
4.5
AR
Anna R.
Customer Support Manager
Share
"Zendesk is great"
What do you like best about Zendesk Support Suite?

It's easy to use, it has an Admin knowledge center available, and has lots of partners with which we can integrate to improve our experience.

What do you dislike about Zendesk Support Suite?

The metrics are not accurate and we have to do manual work whenever we need a more detailed metric.

What problems is Zendesk Support Suite solving and how is that benefiting you?

Zendesk helps us to serve the customers, get insights about their needs and performance and also to track and metrify our support team job.

Small Business (50 or fewer emp.)
Jul 08, 2022
 Source
Overall Rating:
4.5
FW
Frank W.
S
Share
"Easy to use."
What do you like best about Zendesk Support Suite?

The App binding was very helpfull in many cases

What do you dislike about Zendesk Support Suite?

I miss more function in mobile App most of all telefon function.

What problems is Zendesk Support Suite solving and how is that benefiting you?

We use it to help our customer by user oir software

Mid Market (51-1000 emp.)
Jul 08, 2022
 Source
Overall Rating:
4.5
OG
Oleksandr G.
Technical Support Manager
Share
"If you need fast and easy configurable tool to build a support portal, Zendesk is one of the best"
What do you like best about Zendesk Support Suite?

The possibility to add more than just one brand

What do you dislike about Zendesk Support Suite?

Multi-schedule available only in Enterprise

What problems is Zendesk Support Suite solving and how is that benefiting you?

It is a full-stack of support tools in one place

Mid Market (51-1000 emp.)
Jul 06, 2022
 Source
Overall Rating:
4.5
DA
Davi A.
Manager Of Facilities And Infrastructure
Share
"Ease to configure, good updates and new features, social media integration and nice support features"
What do you like best about Zendesk Support Suite?

Ease to configure, integration with social media (Facebook, Instagram and Twitter), flow builder / bot setup.

What do you dislike about Zendesk Support Suite?

Whatsapp channel is a bad integration, very few options.

What problems is Zendesk Support Suite solving and how is that benefiting you?

We were trying to solve the way to measure our NPS score. With Zendesk Support + NPS licenses, it was sold.

Small Business (50 or fewer emp.)
Jul 06, 2022
 Source
Overall Rating:
4.5
SV
Sujith V.
Manager Global Support
Share
"easy and quick support"
What do you like best about Zendesk Support Suite?

The most helpful of zendesk suit is that the response time is quick and to the point where we have explained our problem so there is no too much back and forth.

What do you dislike about Zendesk Support Suite?

Nothing so far. Thanks for the wonderful support.

What problems is Zendesk Support Suite solving and how is that benefiting you?

basic app and integration issues.

Small Business (50 or fewer emp.)
Jul 04, 2022
 Source
Overall Rating:
4.5
MR
Marco R.
Ceo
Share
"At the end of the day, all issues are addressed and updated quickly."
What do you like best about Zendesk Support Suite?

No matter the time someone always answers the help desk, it sometimes takes a few minutes

What do you dislike about Zendesk Support Suite?

Sometimes when you get transferred from one agent to another the original issue gets somehow lost, and it takes a bit longer to solve you need to remind them of the issue

What problems is Zendesk Support Suite solving and how is that benefiting you?

Getting everything to work as we expect and setting up both sell and support for our work prosses so that information flows and we can assist our customers promptly.

Mid Market (51-1000 emp.)
Jul 04, 2022
 Source
Overall Rating:
4.5
LF
Luciano F.
Development And Support Analyst
Share
"Powerful ITSM tool with a clean interface"
What do you like best about Zendesk Support Suite?

Zendesk allows ITSM professionals to easily set up screens for agents, as well as to extract reports about support tickets. It also allows for integration with other CRMs or APIs via their automation tools like triggers and webhooks.

What do you dislike about Zendesk Support Suite?

It was difficult to integrate attachments with other CRMs since we can only access the file URL and not the attachment itself to send it through a HTTP call. I had to do it via n8n and a lot of headache.

What problems is Zendesk Support Suite solving and how is that benefiting you?

I asked them, via a feature request, to create a way for admins to review what has come through webhooks/Zendesk API. Currently, it is not possible to know what payload was received via Zendesk API.

Mid Market (51-1000 emp.)
Jul 03, 2022
 Source
Overall Rating:
4.5
AM
Akhila M.
Technical Support Engineer
Share
"fast and crisp"
What do you like best about Zendesk Support Suite?

support reply with all the possibilities

What do you dislike about Zendesk Support Suite?

more control on users than admins and ui/ux can be better

What problems is Zendesk Support Suite solving and how is that benefiting you?

mails and customer support helps to solve the issues timely

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