Zendesk is a great fit for our organization, although we'd like a few more features for the cost
March 17, 2021
Zendesk is a great fit for our organization, although we'd like a few more features for the cost
Score 8 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk Support Suite
We use Zendesk to provide quality and efficient support to our B2B customers. It manages our end user tickets created via form or email as well as our knowledge base and customer support portal. Our team uses Zendesk to communicate with the end-users and with other team members on tickets.
Pros
- Knowledge base.
- Customization options.
- Smart workflows.
Cons
- Basic features only in higher editions.
- Knowledge base themes are basic.
- Can be tricky to implement.
- Accessible pricing to get started.
- Can get expensive quickly to access additional features.
- Licenses for limited users (e.g. sales) are expensive for basic access.
Zendesk is more user-friendly than Salesforce Service Cloud, although Salesforce Essentials has very attractive pricing for including both the sales and service components. Freshdesk is a strong alternative, but we ended up going with Zendesk given its industry-leader status.
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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