Customer service made easier with Zendesk
May 01, 2021

Customer service made easier with Zendesk

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

Software Version


Overall Satisfaction with Zendesk Support Suite

Zendesk originated in my department as a solution for handling the increase in customer support requirements as we expanded our online sales. We needed not only a platform to ensure customer questions were answered in a consistent and timely manner, but also to track interactions over time. After demonstrating the effectiveness of the tools in our department, its footprint grew to include all customer service across the enterprise. Most recently, it has been identified as a preferred CRM solution in the business and we plan to grow usage as the team has matured.
  • Provide a large number of methods to interact with customers
  • Maintain logs of customer interactions
  • Track time spent by agents across many segments, allowing us to see what brands, product categories, and other attributes take the most support effort
  • Enterprise pricing includes a number of features we don't need, but we have to pay for in order to get a few key functions
  • Text message support is there but limited
  • Native chat widget for Vue Storefront is missing
  • Connections that tie into Amazon and eBay messaging systems
  • Reporting functions/automation
  • Role-based access to ticketing system
  • Time management tracking
  • We are able to respond to all customer needs in a timely manner
  • We are able to coach CSR's in their responses through all response channels
I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.

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Zendesk Support Suite is a great option for mid-sized companies. We use it very effectively to communicate with customers on a number of ecommerce marketplaces, including Amazon, eBay, Walmart, Sears, and others. We also use Zendesk now to track some internal ticketing. We do not use it across all departments due to the effort to get all users into it and the licensing costs of doing so.

We appreciate the abilities that the API gives both to internal developers as well as external app developers. The system is very customizable for a team with developers available, but it may be confining if you don't have someone (or a team of someones) that can customize it to your needs.

I know that some companies use it for more call center-like environments, but that is not us. I don't find the talk functionality to be great for call center support, but it can probably be used better than we use it.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
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
Email support
Help Desk CRM integration
Not Rated