Item: Zendesk Suite
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Zendesk is a very capable ticketing system. We used it to service the IT needs of 10+ companies. Anyone with an IT related requested would email us at a specific address, which would generate a ticket.

Our dispatcher would then correspond with the user, get more information, deadlines for the request, etc and then they would assign the ticket to a team member to address.

At certain points, we began to really customize Zendesk to cater our specific needs and it worked very well.

Pros and Cons

Interfacing with users
Assigning tasks to team members
Managing all pending requests

Too many add-ons can severely bloat the system, causing ticket load times to be very long.
Support is now only available view live chat and not the phone anymore, which is a huge negative.
Cost is very expensive and I don't think it's a great value anymore. They also have very poor customer ethics, in that they require you to cancel 30 days ahead of your renewal, or else you're locked into another expensive annual subscription.

Return on Investment

Reduced scenarios where business continuity was stopped due to technical issues, because of the quick user response times we've had as a result of Zendesk.
Several occurrences of Zendesk being down, which resulted in our access to all pending IT requests being cut, which interrupted business continuity.

Usability

It's easy to use and can be as simple or complicated as you'd like, which makes it a great ticketing system. You don't need to modify it much for it to just work, but you can do loads of customization to it if needed.

Customer Experience

Using Zendesk was overall good and easy to pickup. My biggest complaint is the customer support, which is now no longer exists, as well as the poor handling of our account from our account manager.

Alternatives Considered

BT Halo for Business

Zendesk is a lot more capable and customizable. Halo is basic and gets the job done.

Key Insights

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

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?

Other Software Used

BT Halo for Business

Likelihood to Recommend

It's a great base ticketing system for any IT related team. I would greatly recommend it to companies that just need a one software solution. However, if you need to incorporate several add-ins to Zendesk to get it to work, I wouldn't recommend it as this slows it down severely.

Zendesk: The Good and The Bad

Software Version

Overall Satisfaction with Zendesk Suite