Zendesk is a must if you are running a business that provides any sort of support
November 27, 2019

Zendesk is a must if you are running a business that provides any sort of support

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk

Zendesk is being used by our entire organization as the primary way to support internal and external end-users. This support comes to us as support tickets using Zendesk. This application came as a replacement to a previous solution we had in place to address issues we had related to poor customer satisfaction.

Pros

  • Clean UXI and intuitive.
  • Great reporting.
  • Integration of other 3rd party products.

Cons

  • Price can be prohibited for some smaller companies.
  • We found some workflow issues that since have been resolved but they are definitely something to keep an eye on.
  • Our SLA went from 4hrs to under 1hr.
  • Our customer satisfaction score is almost constantly 100%.
  • Happier customers means more business.
Zendesk is a much more powerful tool overall for a similar price.
Zendesk support is great, and is very helpful when it comes to solving an issues.

Do you think Zendesk Suite delivers good value for the price?

Yes

Are you happy with Zendesk Suite's feature set?

Yes

Did Zendesk Suite live up to sales and marketing promises?

Yes

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

Yes

Zendesk is a great solution for companies and organizations looking to provide excellent customer service as it allows customers to submit support tickets and get immediate help. From the organization perspective, it allows management to track SLA and customer satisfaction and intervene if or when necessary to meet their goals.

Zendesk Suite Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
8
Ticket creation and submission
9
Ticket response
9
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
8.8
Customer portal
8
IVR
9
Social integration
9
Email support
9
Help Desk CRM integration
9

Comments

More Reviews of Zendesk Suite

  1. Home
  2. Help Desk Software
  3. Zendesk Suite Reviews
  4. User Review of Zendesk Suite