Item: Zendesk Suite
Rating: 9
Author: Samkelisiwe Vezi

Overall Satisfaction with Zendesk Suite

Use Cases and Deployment Scope

It is easy to use simply because we use a ticketing system to communicate with other departments or customers. The is a timeframe as to when we can respond to the customer or a different department since it does not allow us to pass the 24hours timeframe making it convenient and not the customer having to wait for more than that.

Pros and Cons

Pros

sending emails
assigning tickets to yourself
allocating the last person that sent an email

Cons

High priority to self-allocate
Being able to check the number of tickets you worked
Automatically open the tickets when there is a response

Return on Investment

Improves efficiency
Improves communication
Priority workflow

Usability

It helps in a way that it does get the work done using the ticketing system which also includes the priority workflow, helping the customer and the agents to keep track of their communication system. The reason that I gave this rating is because there is still room for improvement with allocating the side conversations to the correct department.

Customer Experience

Able to see the emails that were previously sent to the customer which means that should they respond with a document that was requested since it works hand in hand with dashboard I then upload the document on behalf of the customer to their profile. This makes it easier for the work to keep on going and the guideline macros that are provided have more detailed information of what is required making it more professional.

Key Insights

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

Other Software Used

Slack, Grammarly, Talkdesk

Likelihood to Recommend

It helps in a way that instead of calling the seller to transfer them to a different department you can easily forward/raise a ticket for them directly to that department so they can understand the query to resolve whatever the matter is. There are cases where you find that the ticket is raised incorrectly to that particular department and then later on routed by the individual to that department, it would be best if it self allocate the correct department especially the non-API ticket.

Zendesk Suite Feature Ratings

Comments

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Impressive

Software Version