Item: Zendesk Support Suite
Rating: 10
Author: Chris Barretto

Use Cases and Deployment Scope

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 and Cons

Ease of use
Ease of integration
Ticketing system

Navigation in the web view is a little tricky
Customization of FAQ section
Feature for auto-replies based on keyword search of question

Return on Investment

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

Alternatives Considered

Desk.com

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.

Other Software Used

SendGrid Marketing Email, Pivotal Tracker

Likelihood to Recommend

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.

Best scalable support solution

Software Version

Overall Satisfaction with Zendesk