Scale with Zendesk and be ISO compliant!
September 23, 2024

Scale with Zendesk and be ISO compliant!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

It was used for customer support, a support portal for existing clients, and a ticketing system for the DevOps team. Moreover, it built an internal ecosystem surrounding customer rights to contact us and order billable work. It helped ensure strong, easily maintained, and scalable ISO policies.

Pros

  • Customer Support.
  • Support Portal for customers.
  • Ensuring ISO Compliance.

Cons

  • User administration, sometimes it is hard to understand different roles.
  • For large ticketing volumes, it is sometimes hard to understand which ticket groups belong to which region.
  • Support portal administration, sometimes it was hard to understand categories, meaning people would accidentally post articles in the wrong sections.
  • Ensured ISO compliance.
  • It ensured quantitative and qualitative stability in reporting time to resolution to leadership, both region-based and team-based.
Overall, it's a very good experience, but the mere size of things can understandably make it harder for smaller companies. But for larger enterprises, Zendesk is virtually irreplaceable.
The support portal for customers was a lifesaver for many years. The company built up an internal self-help portal with articles and guides. Although in certain places a bit confusing, it is generally quite straightforward.
  • Intercom, Lime Go and ImBox Case Management (ImBox Ärendehantering)
Although these newcomers have great UIs and are excellent products (particularly Intercoms AI Fin agent), Zendesk still offers a robust stability I find more secure to use, particularly for companies with strong ISO compliances to cater to and uphold. Zendesk is still in a league of its own there.

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

Not sure

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?

Yes

Would you buy Zendesk Suite again?

Yes

It is one of those well-established big companies particularly suited for enterprise companies or scaleups in general. Although, at times, it was hard to administer due to its mere size of operations, it provided strong stability and clear internal ways of working with tickets—something I find a bit harder with competing products that may look nicer on the front side.

Zendesk Suite Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
9
Expert directory
10
Subscription-based notifications
9
ITSM collaboration and documentation
4
Ticket creation and submission
10
Ticket response
10
Self Help Community
8.5
External knowledge base
9
Internal knowledge base
8
Multi-Channel Help
8.8
Customer portal
10
IVR
Not Rated
Social integration
5
Email support
10
Help Desk CRM integration
10

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