Overall Satisfaction with Zendesk Support Suite
We are using ZenDesk Support for our incoming ticket queue. All clients email our support email which ends up in ZenDesk Support. This allows anyone on our team to be able to reply to incoming tickets and help our clients. It allows us to keep the flow of information in one location. The additional integration of apps, such as FreshBooks Time Tracker+ and Watchman Monitoring allows us to handle a bigger suite of issues for clients.
- It's very fast - it's very easy to jump between items.
- Integration with apps from the ZenDesk Marketplace.
- The ability to have triggers happen on specific incoming events makes it easy to track, auto-close, or assign tickets automatically.
- Trigger logic is slightly flawed, but if you figure it out you can use it to your advantage.
- For some reason there is a maximum number of "Views" on the sidebar, which limits how much ticket breakdown can happen.
- There are WAY too many options - making the settings page a little overwhelming.
- Despite the cost, ZenDesk has become the heartbeat of our company- so the ROI is extensively always growing. As we get more clients, we don't need to increase our ZenDesk costs.
- We had to spend massive amounts of time customizing the system to work properly for us, including managing custom fields, and triggers. A lot of that could have been simplified if ZenDesk allowed for variables in triggers. In the end though, doing this work has increased our actual work time since we could trigger all the non-essential tickets.
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