Great Way to get Started with CRM software without spending a lot of money
November 24, 2021

Great Way to get Started with CRM software without spending a lot of money

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk Support Suite

Our main use is customer support. Our entire team is on Zendesk though, as we also use it to communicate with our suppliers, and to send notes in between members regarding a specific ticket. This is our main CRM software, and we integrate it with Tidio, Facebook, Instagram and other software to have one platform that allows us to respond to any incoming messages from our customers regardless of where they come from.
  • Integrate with other platforms
  • Easily follow on a conversation and see who has responded what
  • Allow internal notes from the team that customers can't see
  • Setting it up is really confusing at first
  • The suspended filter is not very good at predicting what is spam and what is not
  • Sometimes people can't find attached files on our responses
  • Integrations
  • Internal Comments
  • Ticket system vs email
  • It has helped us organize our support team
  • It has reduced errors and miscommunication with customers and between agents
  • It has cut down our response time
  • It allowed us not to miss client's messages that come through Facebook or Instagram
They are complimentary, we use both, as each has its own features.

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?


Did implementation of Zendesk Suite go as expected?


Would you buy Zendesk Suite again?


It is a perfectly good software for a small company that wants a fairly simple solution for CRM that does not require hours of training.

I would not recommend it if you just have one or two team members total, as it might complicate things too much for something that can be done over e-mail, but once your team grows, this is a good option.

Zendesk Suite Feature Ratings

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