I am a zendesk admin for last 5 years. What I like most about Zendesk Suite is the flexibility it offers in managing customer support at scale including reporting and dashboards, omnichannel routings. Features like ticket views, triggers, automations, macros, and SLA tracking make it easier to standardize workflows and keep track of team performance. I particularly value the reporting capabilities, as they help identify bottlenecks, monitor response times, and make better operational decisions. When configured well, Zendesk gives teams a structured way to manage high ticket volumes while maintaining visibility into customer experience and service quality. Review collected by and hosted on G2.com.
One thing I find challenging about Zendesk Suite is that some configurations and reporting requirements can become quite complex as the support operation scales. Setting up triggers, automations, and SLA policies requires careful planning, and troubleshooting issues can sometimes take longer than expected. Zendesk Explore is useful, but building reports for specific operational needs isn't always straightforward. I would appreciate more flexibility in reporting, easier sandbox testing, and better visibility into how configuration changes affect existing workflows. These improvements would make administration less time-consuming and help teams move faster with more confidence. Review collected by and hosted on G2.com.
