Get help easier than your 2 minute noodles !!
October 06, 2023

Get help easier than your 2 minute noodles !!

Rohitash Sinha | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Plus

Overall Satisfaction with Zendesk Support Suite

Zendesk Portal makes it easy for us in our day-to-day operations. We at Rapidops use the following suite of Products for the Zendesk Support suite - support, Guide, Gather, Chat, and Explore.
We have hosted our support portal for articles and videos for one of our customer relationship management tool. We are also using Zendesk as our help ticketing system integrated with our internal platform on a daily basis.

Pros

  • Ticket Management
  • Help Portal Hosting
  • Chat / Messenger Feature

Cons

  • Flexibility and customization in GIF Flows in Help Portal
  • More themes or capability to upload our branding themes in portal
  • Ability to Parse Email Parameters link Phone and Address from the raised ticket or other custom tracking event
  • Totally Agree it is a very cost effective solution
  • One of our department is also using Freshdesk but Zendesk has a Legacy and is unmatched to the later
  • There is no negative impact apart from missing new gen UI
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product.
The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.

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?

Yes

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

Yes

Salesmate, Intercom, Quip
The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list.
Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles.
Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software.
A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.



Zendesk Suite Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
9
Expert directory
5
Subscription-based notifications
8
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
9
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
8.3
Customer portal
10
Social integration
4
Email support
10
Help Desk CRM integration
9

Comments

More Reviews of Zendesk Suite

  1. Home
  2. Help Desk Software
  3. Zendesk Suite Reviews
  4. User Review of Zendesk Suite