Zendesk Suite provides internal transparency but has room for improvement
February 13, 2026

Zendesk Suite provides internal transparency but has room for improvement

Anna Cook | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We use Zendesk Suite as a talk and email platform. In our instance we use Zendesk Suite for external communication, we don't really talk to each other.

Pros

  • Ticket Triaging
  • Automations
  • Reporting

Cons

  • Talk Features
  • User Interface
  • Connectivity Issues
  • Email transparency
  • Call Recording
Zendesk Suite is a useful platform but could be more user friendly with its language, its a little robotic.
We use macros, triggers and automations. We are recently learning a lot about Zendesk Suite reporting but we haven't dug too deep into that.

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?

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

I think Zendesk Suite is a good platform for transparency in emails and with call recording.

Zendesk Suite Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
10
Ticket creation and submission
10
Ticket response
6
Self Help Community
3.0
External knowledge base
3
Internal knowledge base
3
Multi-Channel Help
8.0
IVR
8
Email support
8

Comments

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