Very Happy Zendesk Suite User
March 04, 2025

Very Happy Zendesk Suite User

Megan Espinosa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We use Zendesk Suite daily in our Customer Support Department. We use both email and chat to assist our customers. We love the ease of seeing our tickets in the date received and the chats combined on the same page as tickets so we can quickly pivot back and forth when chat is slow.

Pros

  • The ability to have multiple support email addresses
  • Chat in the same window as tickets with customers
  • tags

Cons

  • customizing things can be a little simpler
  • email follow-up with chat customers, sometimes they don't receive
  • chat disconnects sometimes for customer
  • The ability to quickly help a customer who is unsatisfied is key
  • feedback from customers allow our agents to ensure they are doing great
Some things take a lot to tweak to make them work correctly for the business needs other than that I would give it a 10
I love the features and ability to customize to our business needs. While it is sometimes difficult to figure some things out I get great help from a Zendesk Suite rep when needed.
We appreciated the app features and the overall features so we decided to stay with Zendesk Suite for our business needs

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

I am pleased with the tools available to us to create a positive and streamlined customer service experience. Helping customers live via chat and allowing them to send files through the chat helps a lot. Love the hold status and internal note feature so we can remind ourselves of a follow-up needed to provide the customer with personalized experience.

Zendesk Suite Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Expert directory
9
Subscription-based notifications
10
ITSM collaboration and documentation
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
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

Comments

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