Zendesk - a powerful tool for teams hyper focused on stellar customer support
Updated May 03, 2022

Zendesk - a powerful tool for teams hyper focused on stellar customer support

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Overall Satisfaction with Zendesk

We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. The communications range anywhere from simple support requests to managing client expansions and upsells. We rely heavily on cross team collaboration to ensure we are providing the best service possible to customers by removing barriers to communication both externally and internally. Zendesk is a great tool to helping us achieve and maintain these goals.
  • Triggers - we're able to automate a significant amount of tasks and repetitive work by relying on Zendesks flexible trigger options.
  • Macros - The ability to create complex message templates with autofilled information is a significant time saver.
  • Collaboration - since Zendesk implemented more transparent communication controls for CC contacts we're able to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement.
  • Merging tickets - when merging tickets the default behavior is to make them a public comment. This comment creates confusion with the customer. To avoid this the agent must uncheck the public comment boxes during the merge process to avoid sending the customer a confusing and unnecessary notice.
  • 2 way sync integrations - when it comes to integrating into services likes HubSpot, Zendesk only syncs one way. It would be ideal if there was more support for syncing fields both directions or having a choice of what data fields syncs and which direction that sync happens without requiring some sort of middleware like Zapier.
  • Zendesk has improved the efficiency of CS team significantly compared to how we were operating with customers.
  • We can now collect metrics into how quickly effectively we're managing communications with clients which helps expose areas of improvement.
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request.
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce.

The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility.

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Zendesk is most appropriate in environments where managing external communication with single or multi unit teams is a requirement. It's also ideal in a high volume customer centric environment especially when automation and self help articles are a major part of driving success for a support team.

It would be less appropriate for companies and teams who require some sort of customer management solution. It's great for keeping up with customer requests, but it's not ideal for maintaining a database about customer details.

Zendesk Support Suite Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Not Rated
Email support
Help Desk CRM integration