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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
Zendesk Support Suite Categories on Findstack
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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
Zendesk Support Suite video thumbnail
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Zendesk Support Suite Screenshots
Zendesk Support Suite screenshot 1
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Zendesk Support Suite screenshot 5
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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: July 09, 2025
Zendesk Support Suite Logo
5,770 Zendesk Support Suite Reviews
4.3 out of 5
Mid Market (51-1000 emp.)
Nov 09, 2022
 Source
Overall Rating:
5.0
SR
Scout R.
Knowledge Management Specialist
Share
"From chat bot to agent, very detailed and prompt support was provided."
What do you like best about Zendesk Support Suite?

I liked the ability to respond to the support task via email, rather than seeking out the ticket itself. I was able to troubleshoot minor issues with Zendesk guide and communicate examples via screenshot with the agent.

What do you dislike about Zendesk Support Suite?

The timing between problem and resolution was slightly spaced out, but I understand that the minor issue that I was having with Zendesk Guide did not render a high priority from the team. As a fellow support agent at my own company, I was satisfied with the overall timeline.

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

We are providing a solid base for our company to access internal resources, and build a community with our customers. We have realized many benefits by adopting this centralized hub of resources and connections.

Mid Market (51-1000 emp.)
Nov 09, 2022
 Source
Overall Rating:
5.0
Jahn Jerenz B. avatar
Jahn Jerenz B.
Zendesk Expert
Share
"Zendesk Suite Review"
What do you like best about Zendesk Support Suite?

Pretty much a one-stop shop for everything you need to provide excellent customer service. You also have the ability to get support from customer advocacy team. Downside though is quite expensive honestly speaking.

What do you dislike about Zendesk Support Suite?

Not dislike it but more on the system limitation, especially with the Zendesk Explore. There's a limitation on how many rows you can export in which kinda frustrating given most of the time you have a very large number of data you need to extract.

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

You can have all the products you need to provide excellent customer service. There's the support, guide, gather, sell, explore which are very good products from Zendesk.

Small Business (50 or fewer emp.)
Nov 08, 2022
 Source
Overall Rating:
5.0
ME
Maria E.
Juridical Analyst
Share
"good service"
What do you like best about Zendesk Support Suite?

talk with clients every time a day in WhatsApp.

What do you dislike about Zendesk Support Suite?

bad layout and difficult explanation, makes it difficult to use

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

Contact with customers has become more agile, increasing their satisfaction.

Mid Market (51-1000 emp.)
Nov 08, 2022
 Source
Overall Rating:
5.0
SK
Shivdeep K.
Senior Engineer
Share
"Support is Awesome."
What do you like best about Zendesk Support Suite?

The chat feature on the support page is the best thing to get instant help. It has the capacity to share snaps as well for a better explanation of issues. Wait time is less.

What do you dislike about Zendesk Support Suite?

There should be an email option available so the customer can manage the records and escalations. There should be a ticket portal as well. Last time the agent leaved the chat in-between.

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

I have only checked with reporting problems yet. They have helped me to troubleshoot the issue that i was facing with an attribute. It improves work efficiency.

Mid Market (51-1000 emp.)
Nov 08, 2022
 Source
Overall Rating:
5.0
LA
Luca A.
Legal Assistent
Share
"The best experience"
What do you like best about Zendesk Support Suite?

Because can unified the communication with consumer.

What do you dislike about Zendesk Support Suite?

Registering customers is very bureaucratic

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

Fast solutions with communication.

Mid Market (51-1000 emp.)
Nov 08, 2022
 Source
Overall Rating:
5.0
Dionathas S. avatar
Dionathas S.
Técnico Administrador De Seguros
Share
"Já utilizei o sistema profissionalmente e a plataforma é excelente e muito dinâmica."
What do you like best about Zendesk Support Suite?

Possibilidade de interação com facilidade ao suporte e facilidade de visualização das informações constantes na plataforma. Facilidade de extração de informações.

What do you dislike about Zendesk Support Suite?

O sistema pode apresentar algumas falhas de desempenho que são difíceis de solucionar através do suporte, já ocorreu de perdermos inúmeros chats por conta das oscilações do sistema.

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

Suporte técnico em plataformas que utilizo no dia a dia, me auxilia a sanar dúvidas, conseguir informações precisas, entre outras situações relacionadas ao atendimento.

Mid Market (51-1000 emp.)
Nov 07, 2022
 Source
Overall Rating:
5.0
MF
Maria Tereza F.
Analista Jurídico
Share
"Muito prático e intuitivo"
What do you like best about Zendesk Support Suite?

A plataforma é intuitiva, organizada e atende a diversas necessidades que podem surgir durante a experiência do cliente de um caminho da qualificação do lead até o atendimento operacional.

What do you dislike about Zendesk Support Suite?

Acredito que a caixa de entrada de e-mail devia ser um pouco mais personalizavel, com direito ao uso de tags para melhor reepção de novos e-mail e direcionamento a caixas individuais

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

O zendesk me auxilia a otimizar a jornada do cliente desde o momento do comercial, jurídico, faturamento e entrada na operação, economizando um lapso temporal do atendimento que antes tinhamos.

Small Business (50 or fewer emp.)
Nov 07, 2022
 Source
Overall Rating:
5.0
JE
Jessie E.
Customer Service Manager
Share
"Always helpful and extensive resources"
What do you like best about Zendesk Support Suite?

I love how it can be customised to each business. The functionalities of Zendesk are endless.

What do you dislike about Zendesk Support Suite?

As a support company they do have quite a lot of self-serve to sift through before you. find your resolution. Luckily you can access Agent support at any time for more complex issues.

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

My business has multiple types of customers. Zendesk also me to segment and prioritise each customer cohort. Zendesk also offers incredibly insightful reporting capabilities so i can predict traffic etc.

Enterprise (> 1000 emp.)
Nov 07, 2022
 Source
Overall Rating:
5.0
Thiago H. avatar
Thiago H.
Software Engineer
Share
"Best productivity tool"
What do you like best about Zendesk Support Suite?

I love how zendesk's are so easy to use, and how it makes my life easy on daily basis

What do you dislike about Zendesk Support Suite?

I dislike the fact the company I'm working does not uses zendesk

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

The best part about the zendesk support, is when I need help to solve some integration issues, they are always there to give assistance

Mid Market (51-1000 emp.)
Nov 07, 2022
 Source
Overall Rating:
5.0
IC
Isabella C.
Administration Supervisor
Share
"It's an incredible experience to use Zendesk to talk with our clients."
What do you like best about Zendesk Support Suite?

The best part of Zendesk is to use groups to organize our tickets, the integration with droz message is being helpful to talk faster with customers.

What do you dislike about Zendesk Support Suite?

The tricky part is to organize WhatsApp messages.

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

The communication with our customers has been better since we start to use Zendesk.

Small Business (50 or fewer emp.)
Nov 07, 2022
 Source
Overall Rating:
5.0
MD
Michael D.
Estimator
Share
"Received awesome tech support from Philip A. He resolved my issue."
What do you like best about Zendesk Support Suite?

He was very responsive in the chat and allowed me to figure it out myself which was also very helpful so I know how to resolve it again if it comes up.

What do you dislike about Zendesk Support Suite?

There is nothing I disliked about his support he gave to me.

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

Zendesk Support Suite is helping me solve accessing app issues I was experiencing which now that I have it, I have the ability to access my clients addresses when I'm out on the field.

Mid Market (51-1000 emp.)
Nov 07, 2022
 Source
Overall Rating:
5.0
NM
Nicolas M.
Juridical Analyst
Share
"Awesome"
What do you like best about Zendesk Support Suite?

I like the ease and speed of solving problems, as well as the possibility of solving them autonomously, when necessary. Because, often, the problem is simpler than it seems.

What do you dislike about Zendesk Support Suite?

In fact, so far, I haven't found any negative aspects or inconsistency that I could point out here as "disliked". So I like all the points and features using the program.

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

Zendesk helped me with the communication problem with our customers. Sometimes we had difficulties managing all the demands and the response time, which was causing a lot of dissatisfaction

Small Business (50 or fewer emp.)
Nov 07, 2022
 Source
Overall Rating:
5.0
RD
Renata D.
Analyst
Share
"All in one place"
What do you like best about Zendesk Support Suite?

The use of several projects and in a single place, being able to communicate with the client and with the other collaborators in real time, in addition to viewing the pending issues and conclusions. Application support is efficient.

What do you dislike about Zendesk Support Suite?

Some reports and analysis are not so accurate, or also do not have the necessary resources for the activities we need. The possibility of viewing the activities of other collaborators along with mine sometimes hinders the development of projects. It is a little complex for some simple activities.

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

As we are new contractors we have had great support from zendesk. We have a quick response to the solutions we need. It is a little complex for some simple activities, but we were able to find the solutions in zendesk itself

Mid Market (51-1000 emp.)
Nov 06, 2022
 Source
Overall Rating:
5.0
ES
Em S.
Commercial Onboarding Advisor
Share
"A place to check the status of customer progress and track communication"
What do you like best about Zendesk Support Suite?

Zendesk support suite is a great place for our customers to connect with the team for updates on current orders or pre-orders. It also allows us to communicate with the customers and send messages to colleagues.

What do you dislike about Zendesk Support Suite?

The least helpful is that at times it does take some time for a response. I wish there was a notification option to push through to help ensure issues are resolved promptly. I also wish you could mass close out old tickets.

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

Zendesk Support helps with follow-up for communication; it provides a direct paper trail and time stamps. The benefit is it helps keep people accountable to following up with the team.

Mid Market (51-1000 emp.)
Nov 04, 2022
 Source
Overall Rating:
5.0
GL
Ghino Anfernee G. L.
Specialist
Share
"Zendesk helped me a lot to review my cases"
What do you like best about Zendesk Support Suite?

Zendesk helped me to checked all of my work related concerns and to solve it easier.

What do you dislike about Zendesk Support Suite?

I like everything about this platform it helped a lot.

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

It benefits me to make my life easier by using Zendesk support

Mid Market (51-1000 emp.)
Nov 03, 2022
 Source
Overall Rating:
5.0
JC
John Ydnar C.
Customer Care
Share
"Experience with zendesk"
What do you like best about Zendesk Support Suite?

I like the best when you can easily find the solved and closed ticket to get your monthly performace and also I like using the macros on the zendesk since they are very easy to use

What do you dislike about Zendesk Support Suite?

i quite dislike the zendesk when I'm using the play button since it cannot respond accurately when there's so many users who are active and cannot assign ticket to you properly

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

The request of every client were able to solve using this zendesk and it is very user friendly that we can get our quotas for the job and we can also meet the expectations of clients

Enterprise (> 1000 emp.)
Nov 01, 2022
 Source
Overall Rating:
5.0
JT
Jericho T.
Business Travel Consultant
Share
"My absolute favorite platform of all time is Zendesk Support Suite"
What do you like best about Zendesk Support Suite?

A platform that combines lead generation with customer service and gives various customization options combines your social media, phone, and chat in one place. Prioritizing new tickets above tickets with SLA breaches allows us to maintain our service level agreements (SLA) with our clients. I have no trouble selecting the tickets in the views I wish to resolve. It aids in us fulfilling our quota. Our production is increased.

What do you dislike about Zendesk Support Suite?

I have no major dislike at all. A comment that has already been posted cannot be edited. When a customer contacts a business many times and multiple tickets are opened.

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

We are using Zendesk to organize our customer service requests in a highly effective and transparent fashion, allowing us to prioritize issues and promptly and efficiently reply to our user base promptly and efficiently.

Small Business (50 or fewer emp.)
Nov 01, 2022
 Source
Overall Rating:
5.0
NC
Nick C.
Head Of Customer Success
Share
"Head of Customer Support"
What do you like best about Zendesk Support Suite?

It is so easy to track the communication with the client and to handle all the emails you get daily. Also, you can very easily see the work of your colleagues, which helps new people to learn.

What do you dislike about Zendesk Support Suite?

Never had an issue with Zendesk's interface or encountered a bug actually. Everything is so smooth. I would like to be able to have more metrics in my plan maybe, but generally not something I dislike.

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

It is easier to manage many tickets, go through the various threats, collect information (like mean response time) and finally, retrieve previous communications.

Mid Market (51-1000 emp.)
Nov 01, 2022
 Source
Overall Rating:
5.0
AM
Ana M.
Customer Success
Share
"Really Great"
What do you like best about Zendesk Support Suite?

It's easy do use and very helpfull, think its the best ferrament I've used

What do you dislike about Zendesk Support Suite?

There's a few problems, actually, more like bug

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

There's always updates

Mid Market (51-1000 emp.)
Oct 27, 2022
 Source
Overall Rating:
5.0
DH
Daniel H.
Customer Support Agent
Share
"Problem met with understanding"
What do you like best about Zendesk Support Suite?

You meet an agent who will take your issue seriously and will actively look for a solution that fits your need.

What do you dislike about Zendesk Support Suite?

The confusion of where to initiate the contact with support "get help" and "support help center" are too similar in wording and could be differentiated a bit more clearer

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

Zendesk support suite is making sure I can do my job and that I will receive help whenever it is needed, knowing that things will be handled makes my performance go up as I don't need to worry about the technical aspect of the site

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