The Best There Can Ever Be!
September 22, 2024

The Best There Can Ever Be!

Sinethemba Mthembu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Starter

Overall Satisfaction with Zendesk Suite

I use Zendesk Suite to send external and internal messages, reply to external emails, and communicate with other internal departments. It solves work overload. I can track tickets that need my urgent attention and solve a ticket after I have actioned it accordingly. It's easy to locate external emails and reliable when sending multiple emails.

Pros

  • Ticketing system.
  • Multi-channel support.
  • Self-service knowledge base.
  • Chat, messaging and phone support.

Cons

  • Content management and maintenance.
  • The risk of improper management normally results in backlogs and delayed customer responses.
  • Improved agent experience and efficiency.
  • Satisfactory customer service.
  • Decrease in work overload.
I give it this rating because of my experience with it. It is easy to use, has a customer-friendly structure that makes customer support easy, and has easily adaptable features.
The experience has been very flexible, as Zendesk integrates all of my work into one place. Being able to locate tickets that need my urgent attention and tickets that are of low priority makes my work on Zendesk very convenient. This is my primary working station!

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?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Suite go as expected?

I wasn't involved with the implementation phase

Would you buy Zendesk Suite again?

Yes

With all my experience with Zensdesk Suite, the one that stands out was when I was sending an email to a customer who was still on the line. It took less than 5 seconds for them to receive it, and I assisted the seller with what they had to send, which I also got in seconds with no issues.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
Social integration
10
Email support
10

Using Zendesk Suite

500 - They represent sales, administration, consultation, and customer service.
500 - Agents are assigned tickets and interact with customers to resolve support issues. Customers generate support requests by submitting webform tickets that enable them to communicate with agents publicly. Admins add new agents manually, one at a time, or as a bulk import operation. They can also promote agents to the administrator role. They've got more access to manage and customize Zendesk.
  • Ticketing system.
  • Automation
  • Multi- channel support.
  • Knowledge base.
  • Driving better conversations by allowing customers to reach us via email, live chat, and phone.
  • Maximizing agent efficiency by empowering agents to solve customer issues faster with AI tools and workflow automation.
  • Adapting faster to change by using out-of-the-box reporting and analytics to measure the agent's performance.
  • Be able to edit an email that has errors.
  • Be able to delete emails sent by mistake.
I give it this rating because it is easy to use, very consistent in terms of customer support, and flexible. It has features that are easy to use and understand.

Evaluating Zendesk Suite and Competitors

Not Sure
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Integration with other systems- Zendek works very efficiently with other software that we use, such as Talkdesk and Dashboard. We can link customers from Talkdesk to Zendesk and easily find a support request they may have submitted.
I don't think there would be any changes, as Zendesk has been the most helpful software I have ever come across.

Zendesk Suite Implementation

Zendesk Suite Support

I have never contacted support for this product.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No. I am not part of the purchasing team. I am a user.
There was a time when a seller called and enquired about a legal identity document that we had requested. Zendesk was helpful as I was able to send a macro that got to the seller in the form of an email in 5 seconds that had all the ID document requirements. I then went over the documents with the seller whilst on call and assisted him in replying with the appropriate document via email.

Using Zendesk Suite

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Ticketing system.
  • Multichannel communication.
  • None

Comments

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