Zendesk Support Suite - Great ticketing platform!
April 24, 2021

Zendesk Support Suite - Great ticketing platform!

Lochan Kalicharan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Support Suite

This is used specifically with our helpdesk and specific IT departments to manage incoming calls and ticketing for incidents. Zendesk Support Suite has helped us in managing both high and lower volumes of incoming incidents and calls needing resolution.
  • Organization
  • Ticket creation
  • User interaction
  • Reporting
  • Speed
  • Customization
  • Key information
  • Ease of use
  • Helps with customer satisfaction
  • Positive impact
  • Better customer service
  • Better customer service time
Dell services tech portal. Not as efficient - hard to use and learn - impacted customer service times - hard to set up - hard to understand.

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

Would highly recommend this suite to colleagues and other departments that would benefit other departments that have similar needs. Ticket creation and organization [are] a very big part of the draw to the software and allows us to work with users in [a] very efficient manner.

Zendesk Suite Feature Ratings

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