Item: Zendesk Support Suite
Rating: 1
Author: Verified User

Use Cases and Deployment Scope

Zendesk Sell is being used by our sales team and Zendesk Support (Suite) is being used by our customer success team to manage issues that patients have accessing our platform. We have a small company so we only need a couple of accounts on each. We were trying to use Duet because we have practice customers and payer customers so we could double up on our client success team managing our practice pipeline and customer issues.

Pros and Cons

Tagging system.

Confusing UI. Tickets don’t make sense where they are.
Lack of customization on the right hand nav.
Terrible customer service.

Return on Investment

Useless to our org.
Massive negative financial impact.

Support Rating

For some reason we couldn’t cancel service in the portal like everyone else but when we reached out to our account exec they said that too bad we had to pay thousands to renew an extra year based on a shady practice in their MSA. It’s just a terrible service. Stay away.

Key Insights

Do you think Zendesk Support Suite delivers good value for the price?

Are you happy with Zendesk Support Suite's feature set?

Did Zendesk Support Suite live up to sales and marketing promises?

Did implementation of Zendesk Support Suite go as expected?

Would you buy Zendesk Support Suite again?

Likelihood to Recommend

Just don’t use Zendesk. Find another service. They will force you to pay thousands upon thousands if you decide to cancel service. It’s just not worth the hassle. The irony that a customer service company is bad at customer service is an incredible reason to shy away from using Zendesk.

Stay away from Zendesk!

Software Version

Overall Satisfaction with Zendesk