Zendesk Suite Review
September 23, 2024

Zendesk Suite Review

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

Software Version

Regular

Overall Satisfaction with Zendesk Suite

I have been using Zendesk Suite for over 5 years now. I use it to interact and communicate with customers. Zendesk Suite allows me to send and also receive emails from customers. I like the fact that I can choose an option of whether I want my comment to be shared internally or publicly.

Pros

  • Send Emails
  • Receive Emails
  • Raise Tickets
  • Create Side conversations
  • Tag people and followers to follow up on that ticket
  • Able to see when that ticket will breach if it's not attended to

Cons

  • When sending an email it says something wrong please try resending
  • Latency
  • Shows the incorrect time of a breached ticket
  • Improved customer experience
  • Time saving
  • Cost efficient
I'm giving it this rating due to that it's very easy to use. Whenever there is an update made on Zendesk Suite we don't need to restart our PCs. By the time we come back from work it would have updated automatically. Zendesk Suite is always operating which helps us interact with customers quicker as it's the main tool we use at work.
Customers are also able to send us pictures, documents, pdfs, and videos. We are also able to download attachments that have been sent by customers. I like the fact that I'm also able to view the Zendesk Guide and Support which makes it much more easier to navigate around the app.

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

Yes

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

I love that when a customer sends me an email while we are on a call I can see that email right away. I also love the fact that I'm able to speak with other departments that are within my organisation using the internal Zendesk button. Zendesk Suite also allows me to put the ticket on the relevant status that the ticket is on.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

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