Zendesk Suite: A fully featured support suite that comes at a cost.
September 28, 2024

Zendesk Suite: A fully featured support suite that comes at a cost.

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

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We used Zendesk Suite to provide live chat support to our customers via our website and across our social media channels. Zendesk Suite allowed us to fill the gap where we previously had only provided support by phone and email. We used it across both of our production websites and all social media channels.

Pros

  • Interface is easy to use and learn
  • Provides instant support options via chat
  • Detailed reporting modules
  • Seamlessly integrate support across platforms

Cons

  • Initial setup can be challenging
  • Price can be a factor for smaller businesses, free/more affordable alternatives are available
  • Limited ability to customize a package for optimal pricing, some features included/paid for even if not used
  • Faster response time for customer order inquiries
  • Allowed cross-channel tracking of incidents
  • Improved overall resolution time for most ticket types
Our agents had very little difficulty learning to use the interface and tools to assist our customers. This allowed us to create more blended agents who covered multiple support channels at the same time, where previously we divided our agents by interaction type. We found however that the initial back end setup and addons can be complex to configure at times.
Zendesk Suite provides some useful getting started guides and was able to provide one on one support for our initial deployment. The documentation overall is easy to follow and in most cases we didn't run into difficulties. Some addons however did prove a challenge, and seemed to cause the software performance to drop.
We used Zendesk Suite initially to bring live support to our customers and it was a success, however we have since migrated away from Zendesk Suite in favour of Genesys Cloud CX. Our IT team had previous experience with this platform for our phone system and it offers many similar features to Zendesk Suite. The decision to switch was made mostly to reduce costs and combine our operations under one platform.

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?

No

Zendesk Suite is well suited for large scale operations where live support and near instant response times are critical. For smaller businesses who may not need all of the features, they may find the cost of Zendesk Suite a challenge and may be willing to sacrifice the convenience of having everything in one spot in favour of a more affordable or self hosted solution.

Zendesk Suite Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
9.5
Customer portal
10
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
8

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