Zendesk Support Suite is a good product
April 24, 2021

Zendesk Support Suite is a good product

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk Support Suite

We use Zendesk Support Suite as our primary ticketing system. It addresses the problem of users creating tickets so that the IT Support team can work on requests, problems, issues that our end users may have. It allows us to assign the request or problem or task to a specific tech. This gives us the opportunity to prioritize as well as track the request of the end-user.
  • I find that setting up the email feature to create tickets works really well.
  • We have also integrated that a ticket can be created from a Slack conversation.
  • It is very easy to tell which tickets are new or in Pending status or On Hold.
  • I would like to be able to see another tech's ticket queue without having to know the specific ticket number I'm looking for.
  • We added the forms feature to have approvers grant permission but if the primary isn't available it doesn't automatically transfer to the secondary approver.
  • At this time I can't think of another issue that can be approved.
  • It is very important for our end users to have an easy experience when creating a ticket.
  • It is also very important for our end-users to be able to view the progress of the ticket as we provide updates.
  • The positive impact is that we are able to help our end-users in a timely manner.

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?

I wasn't involved with the selection/purchase process

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 creating tickets via email. It makes it fast and easy for the end-user. For tickets that I close and the end-user replies with a thank you for your help. The ticket re-opens instead of staying closed. This could actually show up as a re-opened ticket if not monitored by management.

Zendesk Suite Feature Ratings

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