Sleek and Intiutive Customer Support Package
May 01, 2021

Sleek and Intiutive Customer Support Package

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

Software Version


Overall Satisfaction with Zendesk Support Suite

We currently use Zendesk within our Customer Success and Support Teams, and we utilize the app integration with Jira to track all requests as well. Zendesk solves our Customer Support and tracking needs and helps us keep metrics of pressing issues and concerns. We also use the Knowledgebase integration to help reduce the amount of questions requiring an agent answer.
  • App Integration with Jira
  • Label/Tab customization
  • Reporting and Metrics
  • Visual representation of issues
  • Attachments
  • Macros
  • Search
  • Grouping
  • Metrics/Reporting
  • Internal/External communication
  • Knowledgebase
  • Internal collaboration and notes within tickets has cut down on internal phonecalls
  • We are able to keep better track of consistent requests or issues
  • We do lose track of things occassionally, once ticket numbers reach a certain point, searching on them can be difficult.
Zendesk has a more simple and modern look and feel while ServiceNow seems less intuitive and more antiquated. Zendesk has a better UI and sleeker design. Zendesk fits our company's needs, serving both the external and internal customer.

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


Are you happy with Zendesk Support Suite's feature set?


Did Zendesk Support Suite live up to sales and marketing promises?

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Did implementation of Zendesk Support Suite go as expected?


Would you buy Zendesk Support Suite again?


Any company that needs to track customer complaints, concerns, or requests would benefit from Zendesk. They ease of use and simplicity it offers is great for any size company. For larger companies, you can track metrics and run reports to see how your Team is doing and what issues/requests are most prevelant. However, if you're looking to track work across multiple departments within the organization or if you're looking to facilitate collaboration within your organization, Zendesk isn't really what you're looking for.

Zendesk Support Suite Feature Ratings

Organize and prioritize service tickets
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Email support