Zendesk Suite - not just a system - but an evolving partner in technology and innovation
September 28, 2024

Zendesk Suite - not just a system - but an evolving partner in technology and innovation

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

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We use Zendesk Suite to manage customer interactions across various channels: Messaging (integrated on our app), Email, Social Media, Google play reviews, and Contact Forms (on our website).
We use Zendesk guide for knowledge base management and to host our help center linked to our website.
We use Zendesk explore to report on all the above.

Pros

  • The Agent Workspace provides an all in one solution to a messy desktop. No need to open many tabs because all the tools you need to respond to a customer, including the knowledge base app are on the same view.
  • Zendesk explore provides an array of customizable dashboards to meet each department's reporting needs.
  • Zendesk Guide stores all our knowledge safely for customers and for agents to make use of with a User interface that is friendly and convenient to both.
  • Zendesk support bundles multiple channels in one space allowing us to create an omni-channel support experience that meets the customer wherever they need help, on social media, on the app on messaging, on email or even when they send a review.

Cons

  • Revision of the wall-to-wall pricing method for some add-ons especially when a company has different brands with different departments doing different things. e.g The Work Force Management Solution can be purchased exclusively for the agents that use Zendesk for Support purposes not as a help desk solution (if they are in the same instance)
  • We have successfully integrated Google play store using the Google play app. We would love the same direct integration functionality for app store without the need for a third party app.
  • Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
  • Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
  • Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.
Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.
It is easy to navigate the Zendesk help center with straightforward answers and article titles that make it easy to find the content we need. The Zendesk messaging channel is intuitive and guides one by helping us describe the problem, which is usually resolved quite promptly.
Zendesk Suite provides a unified agent workspace and advanced AI agents, flow builders, customer intent as well as triggers, automations and rules that drive efficacy unlike Freshdesk.

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 pricing is extremely competitive for all the features and functionalities the system provides.
The omni-channel solution with ticketing, knowledge base management and the robust APIs that enable us to build on the solution make it a flexible and customizable solution for scaling organizations, start ups and even large enterprises. One of my favorite things about Zendesk Suite is the Marketplace. An array of apps built to work well with Zendesk Suite and enhance the overall user experience for everyone in the organization and for end-users.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
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
Social integration
10
Email support
10

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