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We love this software
October 02, 2023

We love this software

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

Software Version

Enterprise

Overall Satisfaction with Zendesk Support Suite

We use Zendesk as out main source of support for our company. the problem that zendesk support adresses for our company is a one stop place to find information about our clients and a single place for us to help them with any trouble they may be having. we can find their personal information that we have collected and any all previous interactions.
  • great visibility
  • great updates
  • ease of use
  • onboarding
  • end user support
  • new feature requests
  • price
  • great ROI
  • one stop for all crm needs
  • very up to date
As long as I have worked at the company they have always used Zendesk support so I am not aware of other products other than zendesk support suite.

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?

I wasn't involved with the implementation phase

Would you buy Zendesk Suite again?

Yes

it is a great option if you need a one stop spot for supporting your clients. an easy way to add and edit the different info needed to be affective at helping our clients. their support is built right in and ready to use. It makes it easy and comfortable to use.

Zendesk Suite Feature Ratings

Incident and problem management
7.2
Organize and prioritize service tickets
8
Expert directory
5
Subscription-based notifications
8
ITSM collaboration and documentation
6
Ticket creation and submission
8
Ticket response
8
Self Help Community
7.0
External knowledge base
7
Internal knowledge base
7
Multi-Channel Help
8.0
Customer portal
7
IVR
8
Social integration
8
Email support
8
Help Desk CRM integration
9

Zendesk Support Suite Support

I love their support, its easy to see and use and in my experience has been fast and affective at helping me come to a solution that helps. I love the ability to open a quick chat window within the software that has real people ready to help with whatever issue I am experiencing.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
I am not sure what level we have...
I was having trouble creating tickets that had all of the added information that i needed so that it would be routed correctly to my team, I was able to jump on with support and got the needed information about tags so that I could get that done. They were fast and very helpful.