Item: Zendesk Suite
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Zendesk was implemented for our our sales support staff that also handles customer issues. Originally, we were using emails as a means of ticket correspondence. It was inefficient, to say the least. Issues were getting lost in the shuffle of everyday email, tracking for resolutions was at an all time low, and putting metrics on customer success was impossible. Zendesk solved that for us.

Pros and Cons

Metrics. The analytics that come with the dashboard are really helpful for managing your team.
Reminders and timelines.
Tags. They help you stay hyper-organized.

Convoluted dashboard. It isn't the most intuitive dash. It takes many clicks to try to find what you're looking for.
When you attach someone to a ticket, but later take them off the correspondence, they are automatically added back on.

Return on Investment

It allowed us to put process and procedure around our customer support (it was very informal prior to this implementation)
We were able to better stay on top of issues resulting in quicker resolutions and happier customers.

Alternatives Considered

Not applicable. Zendesk was the only ticketing system we went with (due to my prior experience with it at another company).

Other Software Used

Breadcrumb POS by Upserve

Likelihood to Recommend

Zendesk is well suited if email is the main way your customers communicate with you - it allows you to organize and assign them to appropriate people. However, we mainly work internally with third-parties to resolve conflicts when our customers come to us. Our customers often go to the sales reps, the sales rep pass the issue to the sales support staff, and the sales support staff inputs the ticket manually, attaches the appropriate party and resolves it from there. For tracking how we solve internally, it wasn't the greatest.

Excellent Metrics to Keep Your Support Teams on Track

Software Version

Overall Satisfaction with Zendesk