In my opinion, needs to improve
Updated June 11, 2025

In my opinion, needs to improve

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Plus

Overall Satisfaction with Zendesk Suite

We use Zendesk Suite exclusively for customer support. Although we have the full suite, we use mostly the Support and Guide platform, with very little use of Explore (reports). Our operation is very small, we use only the ticketing system with no chat. Main challenges are monitoring SLA, escalation and routing of tickets, and managing a public and a private knowledge base

Pros

  • Good ticketing system
  • Flexible settings for views, triggers and automations
  • Easy to use

Cons

  • In my opinion, Explore platform is extremely clunky and counterintuitive, there are thousands of different ways to measure the same thing and often none of them seem to work.
  • If you provide support for your own employees and they are light agents because they need access to client history, you can’t establish an SLA for the tickets they open, and they don’t behave normally (reopening when responded to) despite how many triggers you set in place
  • When not managed the results are not a given, but it can definitely improve response time, agent effectiveness and CSAT
In my opinion, old modules and new modules mixes together create a clunky experience. I think it’s pretty easy to use from an agent standpoint, but as an admin, I think even a permission change can be a pain
  • Intercom
In my opinion, comparing with intercom Zendesk Suite is far superior in every customization, automation and escalation aspect

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

No

Are you happy with Zendesk Suite's feature set?

Yes

Did Zendesk Suite live up to sales and marketing promises?

Yes

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

Yes

A few years ago I would never think twice. Now working with Zendesk Suite for over 5 years I’m severely disappointed with how little they improve regardless of how many customers suggest and request the same things. Also, in my opinion, their customer success team is very disappointing.

Zendesk Suite Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
9
Expert directory
4
ITSM collaboration and documentation
9
Ticket creation and submission
9
Ticket response
10
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
9.0
Customer portal
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated

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