Zendesk Suite is a great solution for businesses that need a quick CRM startup, but lacks certain core features
November 19, 2024

Zendesk Suite is a great solution for businesses that need a quick CRM startup, but lacks certain core features

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We use Zendesk Suite for all of our customer communication, this includes tickets via email, live chat (messaging), and phones. Additionally, we use our enterprise plan heavily for flowbuilder auto responses, this includes generative AI responses as well as a suite of in house AI responses. Some of the business problems we address with this product are all of the inquiries aside from a majority of social responses, so anything via email, live chat, and phone systems. We do get a very high volume of tickets, and Zendesk Suite allows us to easily sort these tickets to the right group of agents through skill based omnichannel routing. There are a few things that are missing though, such as IP ban, customized CSAT/NPS surveys, and a deeper analysis of AI related responses or lack of responses.

Pros

  • Skill based routing
  • Live chat messaging systems
  • Generative AI responses
  • UI

Cons

  • Analytics suite (particularly AI)
  • Messaging configuration (IP ban not using legacy chat)
  • Core features missing from roadmap (focusing too much on things that don't really matter to end users)
  • Higher overall CSAT due to response time
  • Improved efficiency due to open API configurations
  • Easy UI for new agent training
I gave it a 7 as well for NPS because again, Zendesk Suite does a lot of great things but lacks in areas where they need to be core features. We've gotten to a point of literally begging our Zendesk Suite representative to push for some of these features to be enables, and only a few have been tacked on to the end of the roadmap. It really feels like Zendesk Suite focuses on the wrong things for their roadmaps and to me focuses way to much on trying to get more money out of it's end users every single month. One particular problem that we saw recently was the switch from MAU to AR fees, which will now cost us an additional $20-40k per year just to use what we should be receiving in our core enterprise plan, it's a bit ridiculous.
Quality of help is usually pretty spot on, but sometimes tickets with Zendesk Suite agents can go on for weeks or months without a real resolution. Most of the time it's sending you to an article to try and figure it out yourself, or hope that another user has responded to the thread with the answer you are looking for. Aside from that though, the app is very intuitive and easy to use, but the documentation and support could definitely be improved.
Zendesk Suite is very similar to the companies we listed, but, in my opinion, there are a lot of things that these companies do right that Zendesk Suite fails at. Particularly reporting and phone systems. We have looked into Five9 in great detail to replace our current phone IVR system because I think Zendesk Suite is still living in ancient times with it's traditional "Press 1 for this, press 2 for that" and should instead focus on more generative phone experiences and better phone routing.

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?

No

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

No

I give NPS a 7 because Zendesk Suite offers a lot of great features, and handles a majority of our core requirements. But it falls short in a lot of areas, particularly revolving things that should be core features. Some of these missing core features are within the Messaging system (IP Ban), better ticket merging, vacation statuses, ticket reassignment, capacity customisation, just to name a few. A lot of these missing features require you to pay and install third party marketplace apps to fill the gaps.

Zendesk Suite Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
10
Expert directory
7
Subscription-based notifications
6
ITSM collaboration and documentation
7
Ticket creation and submission
7
Ticket response
9
Self Help Community
7.0
External knowledge base
6
Internal knowledge base
8
Multi-Channel Help
6.2
Customer portal
9
IVR
1
Social integration
2
Email support
9
Help Desk CRM integration
10

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