Zendesk is the ticketing system of choice - by a landslide.
June 24, 2025

Zendesk is the ticketing system of choice - by a landslide.

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

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We use Zendesk for all of our ticketing system needs. This includes support tickets, support chats, billing, and processing plan changes, among other services.

Pros

  • Easy to learn with an intuitive UI.
  • Easily communicates with other tools.
  • Easy to use and customize to your needs.

Cons

  • Sometimes the tagging system can be a bit bulky and burdensome.
  • Ease of training, reduced ramp time.
  • Higher CSAT scores.
  • Internal & external customer experience.
Very easy to use. It handles volume and complexity without unnecessary complications that slow things down. It complements our workflows well and integrates seamlessly with other tools for effective collaboration.
Help resources are easily available.
Hands down winner. Not even a competition.

Do you think Zendesk Suite delivers good value for the price?

Not sure

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 love using Zendesk for all ticketing system needs. I've used other platforms in the past, and this is by far the best.

Zendesk Suite Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
8.0
External knowledge base
7
Internal knowledge base
9
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Email support
10
Help Desk CRM integration
10

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