Item: Zendesk Suite
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

I strongly think that Zendesk Suite is the best way to go if you are a small to mid-size organization that needs any kind of ticketing system, if this is talking about technical or even finance, you can create a ticketing system in one night. The UI is just the best I have seen, I really recommend using it, and it is a blast to use. It costs quite a lot, but you get what you pay for.

Pros and Cons

Ticketing system
Communicating with customers
Internal tickets

Connection to Salesforce
Cost

Return on Investment

Time to value is minimal to zero
You can manage your business from your phone using the app
Uploading and managing data knowledge is a breeze

Usability

Zendesk Suite will be as simple as you want and need it to be, if you want to introduce complexity you can do it, if you want to have a very simple ticketing system you can do it overnight, you might not have the necessary metrics to proceed, but you can do it. But if you need more metrics and more intelligence over your ticket, you can do it as well!

Customer Experience

It is really easy to do it with Zendesk Suite, the new messaging app is just a breeze once you set it up, you can go between channels without the customer even knowing.

Alternatives Considered

Salesforce Service Cloud

To set up a service cloud for Salesforce, you need much more work and a dedicated person to do it. For Zendesk Suite, you just need a couple of hours and you are done, but again that really depends on where your customer data is stored, if your data is in Zendesk Suite, you are a happy camper.

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

Likelihood to Recommend

If my colleague is starting his/her ticketing journey, I would totally recommend Zendesk Suite because if you start using Zendesk Suite and you take good care that your data is aligned, you can be very successful and in very minimal time, you can easily connect it with mail and other mechanisms.

Zendesk Suite in a Couple of Hours

Software Version

Overall Satisfaction with Zendesk Suite