Zendesk Suite - A no brainer for CRM integration and control
June 25, 2025

Zendesk Suite - A no brainer for CRM integration and control

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

Software Version

Plus

Overall Satisfaction with Zendesk Suite

Mainly, we use Zendesk Suite to handle client support tickets, as well as for having a linked landline with voicemail where calls are also recorded.

We also use their chat in our website to handle support tickets through chat and use their support mobile app to receive notifications on real time.

Pros

  • Great mobile apps
  • Great rules management interface
  • Integration capabilities

Cons

  • UI could be refreshed
  • Lower costs of ownership
  • Higher and sustainable NPS
  • Larger groups of clients per agent
Being able to set up different rules through triggers, macros and automatizations, allows you to adjust to different business needs as you grow, instead of simply increasing the number of agents.
When properly used, the suit's knowledge hub tools and AI agents, guarantee that your customers will find all the answers they need, without the need of direct interaction with an agent, unless the limites scenarios where that is necessary.
I haven't really used other services of this kind for some time now, but that is simply because Zendesk Suite has provided us with everything that we have needed, and have also continue improving a developing new features through time.

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

The suite has a great benefit-cost ratio, specially when you want to integrate different tools into your CRM strategy, while keeping everything centralized. It is also great for managing and improving your knowledge hub, as the data tracked and received has great value. The learning curve for the basics is very manageable, but getting the most of the suite might take a little more time to implement.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
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
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

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