Best scalable support solution
July 13, 2018

Best scalable support solution

Chris Barretto | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Plus

Overall Satisfaction with Zendesk

It is used as the primary form of support for our publishing platform. It appears on all of our pages and we get a wide range of questions from publishing to overall use of the site. It is also used to uncover bugs found by our internal team.

Pros

  • Ease of use
  • Ease of integration
  • Ticketing system

Cons

  • Navigation in the web view is a little tricky
  • Customization of FAQ section
  • Feature for auto-replies based on keyword search of question
  • I like the rollup each month on how our response rate is going
  • It pushes us to keep response time low
  • We like to clear the ticket queue out each day
I've checked out Desk.com, but it doesn't fit our pricing model. I think Zendesk is the best solution and provides the most bang for the buck.
I think this fits for any small or large company. It fulfills the need for support without much development on the application. It scales well with the size of the business and is easy to add/remove agents.

Zendesk Suite Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
9.0
Customer portal
9
IVR
9
Social integration
9
Email support
9
Help Desk CRM integration
9

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