Zendesk Suite! Solve your service life!
Updated July 04, 2025

Zendesk Suite! Solve your service life!

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

Software Version

Plus

Overall Satisfaction with Zendesk Suite

We currently use Zendesk Suite to centralize our customer service, with a team of 6 analysts. The platform allows us to generate valuable insights for improvements, making it possible to create commercial proposals in the service. We are directly involved with the seed sales client, and the dynamic via Zendesk, integrated with WhatsApp, email and bots, has proved to be extremely efficient.

Pros

  • service
  • Bot
  • Integrated with other platforms (Facebook, instagram)

Cons

  • AI could be more democratized.
  • Integration with ERP
  • Very good CSAT.
  • Contract renewal through completion volume
  • First response time
  • CSAT muito bom.
  • Renovação de contrato por meio de volume de finalização
  • Tempo de primeira resposta
Yes, because the change, both on the channels and in self-service, is very simple. Yes, because changing both channels and self-service is very simple
Self-service is fantastic, where you can create answers, even directing them to the help center.
I used Remedi, but I didn't like it. I used Remedi, but I didn't like it.

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

Integration with other tools. I see that the storage of organizations and memory could be improved. Parts of this review were originally written in Portuguese and have been translated into English using a third-party translation tool. Although we strive for accuracy, some nuances or meanings may not be captured perfectly.

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

Using Zendesk Suite

6 - They are support analysts who work on sustaining
2 - Only two analysts are responsible for the supply. They have the technical knowledge to contact the Zendesk team.
  • Customer support
  • Chat ominichanel
  • Attach files
  • Chat omnichanel
  • Counted via Whatsapp
  • Telephony
  • Using Guide
  • Connecting Explorer to client tools

Evaluating Zendesk Suite and Competitors

  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Scalability. We're a small company and we wanted to grow our project, so we hired Zendesk
Further improvement of the requirements gathering process. And use more standard Zendesk functions.

Zendesk Suite Implementation

  • Third-party professional services
SyS cONSULTING
Change management was minimal - I'd prefer a Zendesk agent, or to specialize.
  • Maping process
  • Change queue

Zendesk Suite Training

  • Online Training
We could have gamification like Salesforce's Trailhead

Configuring Zendesk Suite

We use Zendesk's own best practices
Yes - we have customized the interface extensively - The settings are very simple. Right away, you can see the links and any problems are easy to fix.
Yes - we have added extensive custom code - The settings are very simple. Right away, you can see the links and any problems are easy to fix.
Yes, change dark mode! Fantastic!

Zendesk Suite Support

Excellent. They always support us with skill. What I notice is that they have a very well-trained team.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
I have no knowledge of this.
Yes - They acted quickly. Because the communication via Meta (Whatapp) was not working, and they saw that it was something global, and corrected it in a few minutes.
They acted quickly. Because the communication via Meta (Whatapp) was not working, and they saw that it was something global, and corrected it in a few minutes.

Using Zendesk Suite

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • BOT creation
  • Activation de ominichannel
  • Queue configuration
  • Automation
  • API
  • Creating reports
Yes - the Zendesk application is fantastic.

Zendesk Suite Reliability

WHY we will use Zendesk in HR and PD internally
I've never had this error.
I've never had this error.

Integrating Zendesk Suite

Excellent
  • POWER BI
  • WHATSAPP
  • FACEBOOK
NO PROBLEM
  • not
  • File import/export
  • API (e.g. SOAP or REST)
  • AppExchange or similar marketplace
Not. It has integration in all cases

Relationship with Zendesk

Upgrading Zendesk Suite

Comments

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