Item: Zendesk Suite
Rating: 9
Author: Tomas Aguerrebehere

Use Cases and Deployment Scope

Zendesk Support Suite is being used across the whole organization as we use it to open any ticket regarding any issue we have. The company currently uses several applications including Office 365 and others that were developed in-house by our IT department. We open tickets through Zendesk whenever we encounter a problem with any of these apps.

Pros and Cons

Easy to use
Ticket opening capabilities
Customizable

Can't track down the progress of the ticket easily
Expensive
Not very good support

Most Important Features

Easy creation of tickets.
Possibility of having a "community" and looking at past posts.

Return on Investment

Improved ticket opening experience, saving time to look for the correct person.
Increased solved issues.
Analyze ticket response.

Alternatives Considered

Freshdesk, Kayako and LiveAgent

Zendesk offers an all-in-one solution and great analytics to analyze the ticketing in the company.

Zendesk seems to be more customizable than others and it seemed to be the best option for the price paid. It's secure and stable which is what we needed in the company.

Key Insights

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

Other Software Used

Cisco Webex Meetings, Salesforce CMS, Adobe Acrobat Reader DC

Likelihood to Recommend

The main scenario where we use Zendesk in the company is when we have any issue with our apps. We go into Zendesk, we create a ticket, and we get a response from whoever is responsible in the next couple of days.

It won't work when you need a solution ASAP, because the ticket you create ends up in a list where you might get the answer really quick or in the next [few] days.

Zendesk - Top-Notch Support

Software Version

Overall Satisfaction with Zendesk Support Suite