Item: Zendesk Suite
Rating: 9
Author: Farah Noor

Overall Satisfaction with Zendesk

Use Cases and Deployment Scope

We use it to do service requests such as updating data sheets, gathering data, technology issues, and changes needed to Salesforce etc. The whole organization uses it and it is something that is becoming the way we can get things fixed through our HQ. Since we work at regional sites--it's hard to get answers right away from HQ. Zendesk helps with the requests that HQ can help with.

Pros and Cons

Pros

Clear platform
Sends a direct email when you create one
Has drop down menus

Cons

Mobile device
The emails with replies can be hard to understand
Amount of emails

Return on Investment

Positive because it helps to get requests from HQ
We make requests to our operations managers--it keeps a paper trail for them

Alternatives Considered

I do not remember what the other service ticket product that my other organization used. I do remember that it was not as good and easy to use.

Likelihood to Recommend

It is well suited when you are working at an organization that has sites across America. It helps because our HQ houses the main data technology people and so when we have requests it can streamline the way we get our requests answered. I feel like it would not be suited for an organization that does not have many people or where it's so small that you can just talk to the person who can help you.

Zendesk Suite Feature Ratings

Comments

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