Item: Zendesk Suite
Rating: 6
Author: James Mcbride

Use Cases and Deployment Scope

We are using Zendesk to help us manage our tickets for our customers. It has helped being able to have a streamlined interface to be able to use. This helps us when we are helping customers because all the access is right there and we can get any data we need to help the customer now.

Pros and Cons

Tickets
Email Integration
Ticket Complete

Tickets
Sometimes can be cumbersome when entering in data
Initial Data Sync

Return on Investment

Improved productivity of Customer Service Reps by decreasing time on ticket data
Very clean looking
Easy portal to use to open TT for customers

Alternatives Considered

Zoho Assist and Freshdesk

Zendesk was the best of the bunch and allowed us the best value for what we were looking for. It allowed us to import data from our other ticketing system and was very user friendly when it came to ticket and email integration. We also were able to setup on our website where people could put in a problem and it would open a ticket for us.

Other Software Used

Slack, Microsoft Office 365

Likelihood to Recommend

It is well suited for a company with a customer base that will frequently call/email in. It helps organize the tickets and great place to find the information you might need. It is great to be able to pull up a customer and see their past complaints, who worked them, and if are they resolved or not.

Zendesk Review

Software Version

Overall Satisfaction with Zendesk