Zendesk Suite at [...]
July 02, 2025
Zendesk Suite at [...]
Score 6 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk Suite
We use Zendesk Suite for all customer facing communications - from sales to AR to customer support & ecommerce. Any email that goes to a customer (non-internal, non-vendor) gets sent and managed via Zendesk Suite. The issue we had was being able to collaborate on email, while ensuring our teams could access cross-department information in order to gain a better understanding of the customer's current situation & history with the company.
Pros
- Email Collaboration
- Triggers & Automations
- Macros & Saved Responses
- Organization
Cons
- Spam filtering.
- Predictive text or responses.
- Ability for users to assign tickets to departments they don't have read access to.
- Better response times for customers.
- Less internal confusion as staff members from various departments (i.e. sales and accounts) are on the same page)
- Better customer service as we can view past conversation history and respond appropriately.
I don't find the support team to be particularly useful or responsive, but the help articles are beneficial. Lots of what we learned was through simple trial & error - self testing and improving the way we had our environment configured. For my users (sales people, etc) Zendesk Suite itself is rather intuitive which is great for onboarding new employees.
Just better - cleaner, more versatile, simpler to setup.
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
Comments
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