If you are in IT, you need a ticketing system - that system is ZenDesk.
Updated April 30, 2021

If you are in IT, you need a ticketing system - that system is ZenDesk.

Justin Esgar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk Support Suite

We are using ZenDesk Support for our incoming ticket queue. All clients email our support email which ends up in ZenDesk Support. This allows anyone on our team to be able to reply to incoming tickets and help our clients. It allows us to keep the flow of information in one location. The additional integration of apps, such as FreshBooks Time Tracker+ and Watchman Monitoring allows us to handle a bigger suite of issues for clients.
  • It's very fast - it's very easy to jump between items.
  • Integration with apps from the ZenDesk Marketplace.
  • The ability to have triggers happen on specific incoming events makes it easy to track, auto-close, or assign tickets automatically.
  • Trigger logic is slightly flawed, but if you figure it out you can use it to your advantage.
  • For some reason there is a maximum number of "Views" on the sidebar, which limits how much ticket breakdown can happen.
  • There are WAY too many options - making the settings page a little overwhelming.
  • Despite the cost, ZenDesk has become the heartbeat of our company- so the ROI is extensively always growing. As we get more clients, we don't need to increase our ZenDesk costs.
  • We had to spend massive amounts of time customizing the system to work properly for us, including managing custom fields, and triggers. A lot of that could have been simplified if ZenDesk allowed for variables in triggers. In the end though, doing this work has increased our actual work time since we could trigger all the non-essential tickets.

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ZenDesk is great if you have a large source of incoming data. For us, we managed over 500 endpoints with a lot of users who have something to ask/request/complain about. So we need a system that will take all that data in.

If your source of data is smaller and can be handled by a group email - then ZenDesk may not be a fit for you, but consider it as your company grows.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Subscription-based notifications
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Not Rated
Customer portal
Not Rated
Social integration
Not Rated
Email support
Help Desk CRM integration