Zendesk Support Suite is a great option to change the employee experience!
May 23, 2021

Zendesk Support Suite is a great option to change the employee experience!

John Grenz | 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 main HR support for employees across the entire company. It functions as a mechanism to track tickets and support employees via chat, phone, email, self-submitted tickets, etc. We really wanted to have a chat support functionality and Zendesk provided that!
  • Chat support and ticketing
  • Phone support integration and ticketing.
  • Help center with articles for self-service support.
  • API is very powerful, but sometimes a bit difficult to utilize.
  • Could use more flexibility around building forms for ticket use.
  • More flexibility in copy down functionality to sandbox environment would be nice.
  • Chat support
  • Phone Integration support to ticket.
  • Email mailbox mapped to ZD tickets for support teams.
  • Flexible help center for self-service support.
  • This has dramatically improved the employee's experience when needing support. To be able to chat, call, email, and self-service have been a game-changer for employee internal support.
  • All HR support teams have the ability to provide support and track tickets for their respective teams, a dramatic improvement over using just email.
  • Help center is now the main go-to place to find information everything related to HR.

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Zendesk Support is really helpful and well suited for chat, phone, and email ticketing. It does provide quite a bit of flexibility around configuring and designing, especially in the help center. Some things are ambiguous and you have to work with support. The API is very powerful, so, when suited to a specific use case, it can accomplish many things if desired.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration