1-2-3 Zendesk assessment
Updated September 12, 2025

1-2-3 Zendesk assessment

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We use it as our primary CRM for external customers, so it does provide a robust interface to engage with customers. In addition, we have our Support page sitting on Zendesk Guide, and we have tailored it based on our needs. We include a few KB articles. On Zendesk Explore we use to collect historical data for many reports we share with our e-staff team and for leadership discussions.

Pros

  • Interface between end-users and agents
  • a good number of Admin features
  • standard report functionality which is common across competitors

Cons

  • JSON body on triggers have strong limitations of ~8K characters. This block us on expanding our use cases.
  • Triggers are very basic. No nesting or complex conditions and actions. Can't even update a support ticket with a comment, or invoke a macro
  • Guide: Support Page is extremely limited without good documentation to customize it. With recent change to v4 our v3 customization got completely broken.
  • Given it is our only CRM it does helps handle the overall communication with our external customers
  • Improvements slowly provided has assisted us in improving our experience
  • I would love to see some of the features/limitations previously listed lifted/implemented. Zendesk is focus a lot on AI but some non-AI related are basic enough that needs to be addressed ASAP
The Guide improvement broke previous functionality and Zendesk didn't provide much improvement to allow a seamless migration. AI continues to be the focus when there are other important features non-AI related that are lacking behind.
Overall good documentation. Specially when focus on Development. Not so much on Guide. But I would say it provides an okay experience overall.
We have a lot more integration with SFDC from other venues that might make the solution an option in the future. However, higher costs have always created challenges when an overall assessment is made.

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

Zendesk Suite Feature Ratings

Incident and problem management
6.8
Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
8
ITSM collaboration and documentation
6
Ticket creation and submission
8
Ticket response
4
Self Help Community
7.0
External knowledge base
7
Internal knowledge base
7
Multi-Channel Help
5.3
Customer portal
6
Email support
5
Help Desk CRM integration
5

Comments

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