Zendesk Support Suite Reviews & Product Details

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. Review collected by and hosted on G2.com.

While overall powerful, the initial setup and configuration can be a bit complex, especially when integrating multiple brands or departments Review collected by and hosted on G2.com.

Zendesk Support Suite offers a seamless and intuitive interface that makes managing customer queries incredibly efficient. I especially appreciate its powerful automation features, customizable ticket workflows, and multi-channel support, which help streamline communication across email, chat, and social media. The integration with other tools and detailed reporting also make it easy to track performance and improve customer satisfaction. Review collected by and hosted on G2.com.

While Zendesk Support Suite is powerful, it can feel overwhelming for new users due to its complex setup and wide range of features. Some customization options require technical expertise, and the pricing can be a bit high for smaller teams. Additionally, response times from support can vary, especially during peak hours Review collected by and hosted on G2.com.

Zendesk is a powerful and scalable customer support platform with a user-friendly interface and rich feature set. Implementation is smooth, and it integrates well with popular tools like Slack and Salesforce. While customer support is responsive, Zendesk Voice needs improvement in reliability and functionality. We use it daily to manage tickets, automate workflows, and gain insights through robust reporting Review collected by and hosted on G2.com.

Zendesk is a powerful platform for scaling customer support, especially for teams that need flexibility and depth. While there’s room for improvement—particularly in voice capabilities—it remains a top contender in the helpdesk space. Review collected by and hosted on G2.com.

We can navigate through the insights in order to monitor our customers' satisfaction and agents activity and their performances. At the same time we can also monitor average ticket resolution time calls activity. Review collected by and hosted on G2.com.

The call quality is not up to the mark. I have observed the recordings, the quality of sound is not that good while speaking to the customers even after using great quality headphones. I would suggest this needs to be improved. Review collected by and hosted on G2.com.

We transitioned from ServiceNow to Zendesk over 4 years ago. I love it for how easy it is to learn, configure, create new workflows and integrations and how they are responsive to feature requests. Review collected by and hosted on G2.com.

There are still a few things that are not available in Zendesk Support Suite that I need, such as a CMDB, or any kind of relational database, though we now have a way to create custom objects and one could build this out on their own. It's definitely on my request list for a future feature! Review collected by and hosted on G2.com.

Zendesk Support Suite excels in providing an intuitive and user-friendly interface that simplifies support management. It seamlessly integrates multiple communication channels, ensuring all customer interactions are consolidated in one place. The powerful automation and customization options streamline workflows, enhance productivity, and ultimately improve customer satisfaction. Review collected by and hosted on G2.com.

While Zendesk Support Suite offers robust features, it can be somewhat pricey for small businesses. Additionally, the initial setup and customization may require a learning curve. Some users may find the advanced features overwhelming, and occasional system updates can temporarily disrupt workflows. Review collected by and hosted on G2.com.

Zendesk was straightforward to set up, thanks to its comprehensive library of online resources and outstanding customer support. As a small nonprofit, we required a system that was robust, affordable, and simple to implement. Zendesk surpassed our expectations on all fronts. The addition of AI tools is an extra benefit. Overall, Zendesk has truly changed the way we engage with the public and our partners. Review collected by and hosted on G2.com.

I haven't found any negatives so far. My advice is to think about your workflow before diving into configuration, but even if you figure things out as you go, Zendesk remains flexible and easy to adjust. Review collected by and hosted on G2.com.

The most useful thing for the customer service team is to be able to have a complete view of the entire customer service journey in one place. We used to work individually, each area with its own manual control, and we didn't share information. The customer is harmed, and we don't communicate with internal teams. It's a great tool, and we are loving learning and putting it into practice as soon as possible. Reporting will also be essential to monitor indicators and propose improvements in the areas. Review collected by and hosted on G2.com.

There are so many options that I get confused. But thinking about the number of resources, I was a bit startled, but now with the integration, things have become much easier. Review collected by and hosted on G2.com.

Zendesk support suite is a lifesaver! the ticketing system is so easy to use and the automation features are amazing, they handle routing, responses and SLA's without me having to worry. I love that everything is in one place: email, live chat, social media, and even voice calls. It's so convenient! Being able to attach files and work with teammates on tickets makes solving customer issues faster and easier than ever. Honestly, it's the perfect tool for delivering great customer support. Review collected by and hosted on G2.com.

Zendesk works really well overall, but getting everything set up the way it is wanted can take some time. customizing workflows and SLA's isn't always straightforward and reporting tools could be a bit easier to use. That said, once it is all in place it runs smoothly and makes life a lot easier. Review collected by and hosted on G2.com.

One of the key advantages of the Zendesk Support Suite is that it brings together all of Zendesk’s core products Support, Guide, Talk, and Chat, into one comprehensive package. Instead of paying for each product separately, you only need a single license fee per user, which covers the full suite. This makes it more cost-effective, easier to manage, and ensures your team has everything they need in one place to deliver a seamless customer experience. Review collected by and hosted on G2.com.

If there’s one limitation I find a bit frustrating with Zendesk, particularly in Explore it’s the restriction on data exports. You can’t extract more than 20,000 rows in a single export, which can make large-scale reporting a bit challenging but I guess they have already did something about it by introducing the 37months data retention. Review collected by and hosted on G2.com.