Zendesk Suite Review
October 02, 2024

Zendesk Suite Review

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

Software Version

Regular

Overall Satisfaction with Zendesk Suite

We currently use Zendesk Suite CRM for help center, for agents to log incoming calls through our third-party call center, and to allow customers to reach out to us via our public-facing support form.

Zendesk Suite provides us visibility into our customer's needs and the ability to report on customer segments, support volume, and more.

We also appreciate the ability to create custom integrations that allow us to flow communications through to our internal teams, including business opportunities, issue escalations, software bugs, and more.

Pros

  • customer communication
  • triggers and automations
  • saved replies
  • knowledge base
  • out-of-the-box reporting
  • integrations

Cons

  • AI ticket deflection
  • cohesive ecosystem
  • Service level agreement integration
  • Zendesk Suite is allowing us to quickly serve our customers and gain visibility into issues our customers face
  • Zendesk Suite definitely improves the agent experience by providing the tools and information they need to serve our customers
Zendesk Suite has many tools a growing business might need to serve their customers, however it can come across as fairly complicated for onboarding agents. Dedicated training on the platform by someone who is experienced and understands your business is essential. Once complete however, it's a very useful interface and can provide a lot of value.
Zendesk Suite is not extremely intuitive to someone who is brand new to the ecosystem. Training is definitely required. There is an exceptionally robust community however and documentation is plentiful. It's very likely if there's something you want to accomplish with Zendesk Suite, someone will have asked the question already. Whether the option is available in the platform, or a workaround available is not guaranteed.
Zendesk Suite ultimately is very capable and highly configurable. When you really get to know what options exist, there are a lot of workflows you can build for your support operation that can improve agent efficiency, and lead to higher CSAT.

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?

No

Did implementation of Zendesk Suite go as expected?

I wasn't involved with the implementation phase

Would you buy Zendesk Suite again?

Yes

Zendesk Suite is great for customer communication. However given it's pricing structure, I find it less beneficial as a service desk when multiple organizations within the business need to have centralized communication on issues that arise.

Zendesk Suite Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
9
Expert directory
5
Subscription-based notifications
5
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
10
Self Help Community
6.0
External knowledge base
8
Internal knowledge base
4
Multi-Channel Help
6.0
Customer portal
5
IVR
5
Social integration
3
Email support
10
Help Desk CRM integration
7

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