Zendesk is great for communicating to users
April 23, 2021

Zendesk is great for communicating to users

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

Software Version


Overall Satisfaction with Zendesk Support Suite

Zendesk Support Suite is being used by our organization as a ticketing system with one of our clients. We use it to follow a workflow when tickets are assigned to us and communicate to users with anything we need. It allows our customers to input tickets in multiple ways, including texting from their mobile device.
  • Submitting Tickets
  • User Communication
  • Ticket History
  • Cleaner UI inside the ticket
  • Customizable views when looking at the master ticket screen
  • Linking to other ticketing systems email connectors
  • Able to see other user's updates in real time
  • Internal notes are clearly defined
  • Zendesk has made it easier for users to reach out to the helpdesk for support
  • Made our workflows easier to follow
Zendesk is used in conjunction with ConnectWise Manage to communicate to us in our ticketing system. Zendesk has more features than Spiceworks, and I believe the increased cost justifies itself. The ability for our users to text in to the ticketing system makes it easy to communicate when they do not have access to their email.

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?

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Did implementation of Zendesk Suite go as expected?

I wasn't involved with the implementation phase

Would you buy Zendesk Suite again?


Zendesk Support Suite is well suited for larger organizations that require a lot of information to be stored in one single place. The way we utilize it, we are able to have all of the user's contact information, as well as what Time Zone they are in. It is very customizable in that we can attach a certain subject line to emails that go out that will link to other ticketing systems.

Zendesk Suite Feature Ratings

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