Zendesk Suite is a fantastic solution for ticketing
June 24, 2025

Zendesk Suite is a fantastic solution for ticketing

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk Suite

Zendesk Suite is an amazing ticketing solution.
Their email parser is great and it identifies forwarded emails from end users. i
t’s could be on a little expensive side but the solution is very efficient and offers lots of add on features.
Built in AI works great too and makes techs job easier while updating a ticket.

Pros

  • Identifies forwarded emails from end users
  • Built in AI works great too
  • Workflows are really great when we need to close the ticket and inform end users that SLA has crossed

Cons

  • Pricing is on higher side
  • Can have more integrations with other RMM solutions
  • Exporting knowledge base is not possible
  • Client portal can be improved while having multiple widgets
  • Need to provide pre added workflows
Zendesk Suite is a wonderful solution and helps all my techs manage tickets and handle them efficiently.
We can add multiple domains from where end-users can raise a ticket to support and all tickets are queued appropriately allowing my techs to focus on SLA and respond accurately.
Client portal can be improved and they should allow users to export knowledge base.
Their support is great and they provide KB articles for most basic issues.
Moreover their team is available for support once you email them, they reach back out instantly. Very good customer service experience and hands on for the product. We really love it.

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?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

Yes

Internal IT teams should use Zendesk Suite as its very robust solutions offering multiple workflows and automation.

Zendesk Suite Feature Ratings

Incident and problem management
9.2
Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
10
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
10
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
9.2
Customer portal
10
IVR
6
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

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