Zendesk Support Suite has been a game changer for our business over the years. The native products living in the same Agent Workspace make for super easy organization and triaging of tickets to meet our customers where they are. I really enjoy the in-app chat with their support team for questions, the ease of setting up macros, triggers and integrations, and the overall UI of engaging with the tool. Review collected by and hosted on G2.com.

A few recent pain points for us that seem small but cause a lot of friction:

1. The inability to scale down our license count in non-peak season. This is a common subscription feature for competitors now, and Zendesk has a very rigid policy that once you add a license, you're stuck with it until the end of your annual contract term. Similarly, the inability to transfer licenses in one Zendesk product to another. For example, we stopped using Sell this year and can't take advantage of those licenses in Support or Talk.

2. The limitation of only 12 public views in Agent Workspace. We have a large support team and need more customization options regarding shared views.

3. The lack of customization options when it comes to CSAT survey formatting, the lack of a Customer Effort or NPS survey

4. The inability to identify duplicate contacts from the same user without manually scanning the queue to find and merge them one by one.

5. Configuration of Messaging/Web Widget/Chat is confusing and hard to navigate. Review collected by and hosted on G2.com.