Great for small companies
April 23, 2021

Great for small companies

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

Software Version

Regular

Overall Satisfaction with Zendesk Support Suite

Zendesk is being used across the whole organization. It allows us to answer our customer's questions and follow up with them easily. Their ticketing system is also flexible and customizable which allows for a frictionless start.
  • Very easy to start using - small startup friendly.
  • Multiple channel support.
  • Extremely customizable.
  • Robust reporting.
  • Macros and triggers require more effort to set up.
  • Zendesk customer support take too long to get back to you.
  • Formatting tools for creating articles only allow for simple text.
  • On the pricier side, pricing isn't competitive.
  • Ticketing.
  • Automated system.
  • Backend structures and notification.
  • Increases customer satisfaction rate.
  • Increases CS agent productivity.
  • Ease of interaction between customer and customer service agents.

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

Not sure

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

It is well suited for a startup with a few agents, but for more users it isn't too suitable.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Internal knowledge base
8
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
10