Not really for the smaller companies.
October 01, 2020
Not really for the smaller companies.
Score 6 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Zendesk
Zendesk is used for Service Support Desk functions as well as for Knowledge base. It was used broader in the company, but teams outside of Tech moved over to Wrike for more project functionality and integration with other tools.
Pros
- Automation works well for ticket distribution
- Knowledge base is clean and provides a good search feature
Cons
- Out of the box features are lacking
- Costs to add on other features to empower staff can get costly
- Support not always responsive
- For small teams, it works as expected. Easy to use, relatively easy to configure
- Cost is an issue if you want to have basic HD functionality to include Guide, Chat, etc.
- License price plans are lacking. For smaller orgs, you have to over subscribe to get desired functionality.
We moved from Freshservice to Zendesk due to a larger group in Tech wanting to integrate better with Jira. This imposed a significantly higher monthly cost. While it worked well for the teams using Jira, it was a steep cost increase for the HD Group.
Once the larger teams moved off and into Wrike, the ability to reduce our bill for the needed agents was minimal, and we are over subscribed to retain KB.
Once the larger teams moved off and into Wrike, the ability to reduce our bill for the needed agents was minimal, and we are over subscribed to retain KB.
Do you think Zendesk Suite delivers good value for the price?
No
Are you happy with Zendesk Suite's feature set?
No
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?
No
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