Zendesk is TOP NOTCH!
Updated July 15, 2022

Zendesk is TOP NOTCH!

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

Software Version


Overall Satisfaction with Zendesk Support Suite

Since I work in IT on the support side, we use this regularly as a support communication tool. It's also used for new hire record-keeping setups. You can attach any file [to] the platform. Very incredible search feature by keywords that do not need to be in series order. This tool helps organize and specifically record keeps for sox compliance.
  • Easy to use
  • Keeps everything
  • Can load up any file to save
  • Sorting feature on tickets
  • One change can [affect] everything globally
  • Statics can be skewed a little
  • Record keeping
  • Communication
  • Organized
  • End-user lead time of answering issues improved by 80%
  • Group contact
  • Fast support SLA
I started in the company with Zendesk Support Suite already, so experience with it was an easy learning curve. Freshservice is just as good as well. The GUI interface is friendly to look at and easy on the eyes. When you're in support and [staring] at the screen all day, literally eye comfort is very important.

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?


As an IT support communication tool to end-users, Zendesk Support Suite is extremely helpful. The record-keeping abilities [are] top-notch. The searching feature is simple and easy to use. The statistics can give you a good general idea [of] where your colleagues stand in terms of workload, etc.

Zendesk Support Suite as a project tracking tool would not be useful. You really cannot keep collaborative action items organized that well if you were to use this as a project tool.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
Subscription-based notifications
Ticket creation and submission
Ticket response
Customer portal
Social integration
Email support
Help Desk CRM integration