Zendesk is our first line of defense for ticket resolutions
September 25, 2025

Zendesk is our first line of defense for ticket resolutions

Sarah Ager | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

I've used Zendesk at every tech company I've worked at. It's the best of the best for any B2B or B2C business. Customers, Partners, and Internal employees can submit tickets to support and receive a quick confirmation email with their ticket number. It's also easy to invite others to join the support thread and follow. I also love the "Internal Notes" section that allow me to let my Support team know if the requester is a very urgent ticket like if they are thinking of cancelling their subscription or if a new customer is having implementation issues to get started. These key notes are super important context that internal teams can know about without it being in the customer's email thread. It's also easy to change the support ticket level (1, 2, 3, etc.) for our org. My FAVORITE thing about Zendesk is how easy it is to search a ticket. The search bar is great because I could search by a keyword like "login issues" if I had that as the title or had something of that sort in the body of the ticket. I can also see which engineer is assigned to the ticket to collab with them

Pros

  • Support Ticket Prioritization
  • Easy to Search and Find Tickets
  • Easy Collaboration Internally & Externally in the Tickets
  • Customer Escalations and Customer Satisfaction

Cons

  • Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
  • Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?
  • Customer Success looks at ticket resolution surveys as part of their CSAT scores and either thanks their customer for a positive review or reaches out if it's a negative review.
  • Sales uses Zendesk to make sure their new prospects are getting POCs properly set up quickly and fix any issues while they do a trial of our tool.
  • Onboarding uses Zendesk to quickly make sure new customers implementations and user access are set up to help them start implementation faster.
It's a very intuitive platform and very easy to use for any department across any team. Mainly Individual Contributors that are customer or prospect facing use Zendesk the most. Our IT team collaborates with GTM teams incredibly well because we have a platform like Zendesk. There aren't many other platforms out there that do what Zendesk does for us so it makes for a sticky product and something we make sure every user in our company has access to. We use it often for internal tickets like new hires needing access to other tools or those silly one offs where someone forgets their password. No matter what the support request is, we usually submit a zendesk ticket first.
The app is incredibly intuitive and very easy to use. I haven't needed to use the documentation for help because out IT team is on top of everything for us. I love the emails from Zendesk on any new key features, webinars, and how AI is coming into the product. Big fan of any software updates/new features my org should know about.
We use JIRA for some IT Tickets but we ended up using JIRA as our second line of defense. If support couldn't resolve a Zendesk ticket, they create a JIRA ticket and someone else is pulled in to help troubleshoot something more complex. We haven't really had an issue having to evaluate other tools to replace Zendesk. It really is our FIRST LINE OF DEFENSE for all internal and external requests.

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?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Suite go as expected?

I wasn't involved with the implementation phase

Would you buy Zendesk Suite again?

Yes

Zendesk has been able to help us identify urgent issues and resolve them quickly or escalate them to the appropriate stakeholders to improve a customers situation. For example, when we rolled out a new feature, it had impacted a handful of customers on one of our products. We were able to identify which customers submitted angry tickets that this impacted and prioritize personal outreaches to them by Product to get resolved whereas the other users who hadn't submitted a ticket or had not seen the new release were second priority to reach out to.

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

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