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The best tool for ticketing I've found.
July 04, 2022

The best tool for ticketing I've found.

Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk Support Suite

Zendesk is used to manage customer-reported tickets -- bugs/issues, feature requests, questions, and tasks -- it serves as the connection between our customers and our support team and allows for internal collaboration that is both customer-facing and internal or private. We also use it for cross-functional communication to bridge to our engineering ticketing system, as well as our feature request system.
  • Collaboration
  • Email Updates to customers.
  • Custom views.
  • The custom views cannot be exported to another user, which would be nice for shared accounts instead of recreating them.
  • Sometimes, responding to an email is logged as an internal comment when it is meant to be customer-facing.
  • Dashboards summarizing tickets.
  • Integrations (Aha, Jira, Email).
  • Customer communication.
  • Ticket tracking by status and date.
  • Besides our actual application, Zendesk is quite literally the most customer-facing application for our business. Customers feel engaged and have transparency.
I prefer Zendesk, though I find engineers are often in Jira. Zendesk is, in my opinion, far easier to navigate, but that might just be my personal preference and comfort with the application. Both maintain a history/record of who and what, but I think Zendesk is more intuitive, and I like that I can interface directly from the email with it.

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

Yes

Are you happy with Zendesk Suite's feature set?

Yes

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?

Yes

Would you buy Zendesk Suite again?

Yes

For enterprise-grade ticket managing and customer communication, it is awesome. For feature tracking, it could use some work, because you can end up with a ticket being on hold while it is under consideration; or closed out and then people lose visibility on it while it is in another system.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
10.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
10

Using Zendesk Support Suite

30 - Primarily customer support staff, but it is also used by pre-sales and customer success -- sales, too, but to a much lesser degree and more for monitoring tangentially
1 - Head of Support
  • Issue Ticketing
  • Feature Requests
  • Task Requests
  • Integration with other systems
  • Past search history for shared problems or previous solutions
  • Expand use of its analytics
Absolutely the best tool for it on the market

Evaluating Zendesk Support Suite and Competitors

Using Zendesk Support Suite

Super simple and easy to use
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • Search
  • Tracking/History
  • Setting up a custom view - some of the rules seem uneccessary
Yes - Pretty well -- I definitely prefer the web interface, but I have made use of my phone for zendesk. It makes searching harder though.