Zendesk Support Suite will save you time and money
Updated May 07, 2021

Zendesk Support Suite will save you time and money

Chrissie Nelms | 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 over 30 clients. We have set up our Zendesk Support using Brands in exchange for different Zendesk accounts. By using Brands it is ideal to have all of our clients in one central location. We have access to our customer's emails as well as any emails asked from the client or project manager in one easy location. We do have problems with some reporting because each Brand is focusing on different functions, but the Zendesk Support team is extremely helpful and any problems we have we are able to work out. Using Zendesk Support Suite has been a game-changer for our customer experience team.
  • Multiple Brands
  • Different categories for each Brand
  • Ticket sharing for specific Brands
  • Specific access level for agents and specific Brands
  • Ticket sharing routing to a specific Brand instead of the one landing point.
  • Ticket sharing changing status when receiving a reply from the assignee.
  • Slight delay when setting a ticket to a specific status.
  • Multiple Brands
  • Ticket Category
  • Multiple agent access levels
  • Able to add multiple functions for one client in one platform (email, chat, SMS).
  • Expensive for clients joining suites with us instead of signing up for a $19 service themselves.
  • Time management at its finest everything in one portal.
While using Desk.com we were only able to use one client per account. We migrated over to Zendesk Suites so we could have an unlimited amount of clients in one portal. This has been a game-changer for our company. While Desk.com had great reporting and capabilities for tags, categories, etc, it didn't meet our expectations because we were not able to have more than one account in the same portal.

Do you think Zendesk Suite delivers good value for the price?


Are you happy with Zendesk Suite's feature set?


Did Zendesk Suite live up to sales and marketing promises?


Did implementation of Zendesk Suite go as expected?


Would you buy Zendesk Suite again?


Zendesk Support has many great features when using it for many clients. The flow is easy and smooth. I think Zendesk Support is the best possible option for our use but I don't believe Zendesk Support is supposed to be used for this function. I have only used Suite's in this manner and it works extremely well.

Zendesk Suite Feature Ratings

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

Using Zendesk Support Suite

22 - We have agents and supervisors as well as project managers working in Zendesk Support Suite. We use Suite for helping customers, clients, and general communication within the company. We have been able to streamline all of our communication and provide a better customer experience. In addition to providing a better customer experience, we are saving money by using one platform for all of our communication.
22 - We are using Zendesk Support Suite throughout all of our departments that are customer facing. We have everyone from entry level agents to CEO of the company using Zendesk Support Suite. We are using Support Suite for all of our communication with our clients and customers. It provides an amazing experience for all involved.
  • Streamline
  • Save money in using one portal and paying for one portal
  • Better communication within the company
  • Better customer experience
  • Multiple brands allow us to add as many clients as needed
  • Training docs all in one platform
  • Robust reporting
  • Sharing our Zendesk account with other additional Zendesk accounts
  • Multiple brands
  • Integrate Shopify
We will never use any other platform. Zendesk Support Suite has been a game changer for our company and our customer experience. This has been life changing to our company.

Evaluating Zendesk Support Suite and Competitors

Yes - We replaced with standard Zendesk, Desk.com and Intercom.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The most important factors for us to purchase Zendesk Support Suite was the ability to use multiple brands in one platform.
We would not change a single thing in our selection process. We made the perfect decision for our company needs.

Zendesk Support Suite Implementation

Support was extremely supportive and patient during the implementation.
Yes - We started with adding agents then adding brands. We added one brand at a time and got everything secure and tight before adding the next brand.
  • Setting up specific credentials for agents
  • Creating categories for different brands
  • Integrating specific apps for specific brands

Zendesk Support Suite Support

Zendesk Support Suite is a perfect addition to our company. If we ever have questions we reach out and get the issue resolved every single time. Support is quick and easy to get.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
We purchased premium support because we want to make sure we are getting as many uses out of Zendesk Support Suite as possible. If we think of something we would like to have, we reach out to support and our request is always granted.
Zendesk provides exceptional support every time we reach out to them. We never ask for anything easy, if we want to see a change or push the platform to its limits, we are given the time needed for our ask.

Using Zendesk Support Suite

The platform is easy to use and the support is readily available.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Creating a new brand
  • Importing new email addresses
  • Social media and other app integration
  • Categories for specific brands
  • Reporting for tags
  • Setting up restricted credentials for agents