Not really for the smaller companies.
October 01, 2020

Not really for the smaller companies.

Robin Reinhardt | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk

Zendesk is used for Service Support Desk functions as well as for Knowledge base. It was used broader in the company, but teams outside of Tech moved over to Wrike for more project functionality and integration with other tools.
  • Automation works well for ticket distribution
  • Knowledge base is clean and provides a good search feature
  • Out of the box features are lacking
  • Costs to add on other features to empower staff can get costly
  • Support not always responsive
  • For small teams, it works as expected. Easy to use, relatively easy to configure
  • Cost is an issue if you want to have basic HD functionality to include Guide, Chat, etc.
  • License price plans are lacking. For smaller orgs, you have to over subscribe to get desired functionality.
We moved from Freshservice to Zendesk due to a larger group in Tech wanting to integrate better with Jira. This imposed a significantly higher monthly cost. While it worked well for the teams using Jira, it was a steep cost increase for the HD Group.

Once the larger teams moved off and into Wrike, the ability to reduce our bill for the needed agents was minimal, and we are over subscribed to retain KB.
Often slow to respond, and do not follow up in a timely manner when cost reduction is requested. Specifically, they don't push to get things completed before the end of the billing cycle, and don't credit back when they lag between cycles.
If you have the features you want/need, you will find it easy to use.

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Basic subscription is fine for a single org implementation, such as HelpDesk only. If you are a small company that just needs a ticket tracking system, this will work.

However, if you want to be full service and include the Guide or other common HD tools, the price can get steep. Most common HD tools are an add on feature with Zendesk.

Zendesk Support Suite Feature Ratings

Organize and prioritize service tickets
Subscription-based notifications
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Email support
Help Desk CRM integration