Great solution for small customer service operations.
April 23, 2021

Great solution for small customer service operations.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Zendesk Support Suite

The customer service department at my company uses Zendesk [Support Suite] to support our users. We only offer support to users we sign up for Zendesk accounts, giving these authorized users a support portal they can access and manage tickets themselves. Zendesk has many features that make this easy, from alerts to sorting to user management. It is very customizable.
  • User management
  • Organization
  • Custom alerts
  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
  • Alerts
  • Ticket queues
  • Easily able to transfer tickets to other users.
  • Able to quickly manage tickets as they come in
  • Able to easily respond to tickets
  • Able to alert users when tickets are waiting
I have not personally evaluated other products.

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

Not sure

Are you happy with Zendesk Support Suite's feature set?

Yes

Did Zendesk Support Suite live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Support Suite go as expected?

I wasn't involved with the implementation phase

Would you buy Zendesk Support Suite again?

Yes

There are many great features in Zendesk [Support Suite], and using it to support customers from many different companies, sorted by their company and ticket status is easy. It's also very searchable.

Where it could use some improvement is personalizing individual users' experiences a bit more. Company admins really shape what the individual can do.

Zendesk Support Suite Feature Ratings

Organize and prioritize service tickets
7
Expert directory
7
Subscription-based notifications
8
Ticket creation and submission
9
Ticket response
8
Internal knowledge base
7
Customer portal
7
Email support
8