Item: Zendesk Suite
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. The communications range anywhere from simple support requests to managing client expansions and upsells. We rely heavily on cross team collaboration to ensure we are providing the best service possible to customers by removing barriers to communication both externally and internally. Zendesk is a great tool to helping us achieve and maintain these goals.

Pros and Cons

Triggers - we're able to automate a significant amount of tasks and repetitive work by relying on Zendesk's flexible trigger options.
Macros - The ability to create complex message templates with autofilled information is a significant time saver.
Collaboration - since Zendesk implemented more transparent communication controls for CC contacts we're able to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement.

Merging tickets - when merging tickets the default behavior is to make them a public comment. This comment creates confusion with the customer. To avoid this the agent must uncheck the public comment boxes during the merge process to avoid sending the customer a confusing and unnecessary notice.
2 way sync integrations - when it comes to integrating into services likes HubSpot, Zendesk only syncs one way. It would be ideal if there was more support for syncing fields both directions or having a choice of what data fields syncs and which direction that sync happens without requiring some sort of middleware like Zapier.

Return on Investment

Zendesk has improved the efficiency of our CS team significantly compared to how we were previously operating with customers.
We can now collect metrics into how quickly effectively we're managing communications with clients which helps expose areas of improvement.

Usability

As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce.

The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility.

Key Insights

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

Other Software Used

HubSpot, G Suite, Jira Software

Likelihood to Recommend

Zendesk is most appropriate in environments where managing external communication with single or multi unit teams is a requirement. It's also ideal in a high volume customer centric environment especially when automation and self help articles are a major part of driving success for a support team.

It would be less appropriate for companies and teams who require some sort of customer management solution. It's great for keeping up with customer requests, but it's not ideal for maintaining a database about customer details.

Support Rating

We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request.

Zendesk - a powerful tool for teams hyper focused on stellar customer support

Software Version

Overall Satisfaction with Zendesk Suite