Zendesk: easy to use, fast to implement and extremely powerful
September 26, 2024

Zendesk: easy to use, fast to implement and extremely powerful

Thomas Verschoren | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

Zendesk Suite is used threefold in our business. We use it as a self service tool for our customers allowing them to resolve issues fast and reliably. It's a central hub for our agents to work on the tickets that require a human touch, assisted by automations, context and a uniform interface across all channels. And we use it on the company level to get insights in hidden issues, process optimizations and knowledge gaps.

Pros

  • Self service over social channels via AI Agents (Bots)
  • A central hub for all your knowledge base content to be used across an FAQ, Bot and available for Agents
  • Omnichannel workspace for agents that unified all communication
  • Collaboration across departments and platforms
  • AI automations (writing tools, summaries, pulling up relevant tickets and knowledge)
  • Routing to the right person and team based on skills and availability

Cons

  • The flexibility in setup means onboarding requires choices across multiple places in the admin tool
  • End-user profiles across multiple brands is complex
  • Shed legacy items like chat (now messaging), assignment triggers (now routing/queues) faster for new users
  • Lowers ticket load for agents
  • Faster response time for customers leading to higher CSAT
  • Detect knowledge gaps resulting in less tickets and more self served tickets
  • Faster resolution times meaning less work per agent (or less agents overall needed)
Admin panel allows full configuration of even the most complex of setups without requiring code or development skills. It's all done in UI.
The Suite is integrated meaning social, email, phone or other channels all interact in the same interface, with the same reporting tools, same agent experience and easy channel switching for end-users.
This means it feels MORE like one tool that does a lot than a bunch of separate tools that happen to be sold together.
Zendesk's own Help Center offers a wide range of support. You have both basic articles explaining why something exists, in depth articles explaining how it works, and support articles that handle the edge cases and potential issues. It's network of partners combined with their own in-house support cater to both the fully training admin that only needs support, as well as smaller or less experienced teams that require a hand to get started.

Their support also evolves daily with multiple support articles added, and rarely does a new feature get released that is not fully documented.
Freshdesk lacks the integration across channels. Their chat and email experience feels disconnected. Their reporting lacks customizability and some data is just not available.
For agents pulling in external information is more complex due to it's lack of fully integrated apps like Zendesk has.

Intercom is a powerful contender when it comes to the widget/chat experience, but lacks in scaling the agent workspace for bigger or more complex environments. It's a good starter for smaller (startups) but once you scale you need something more robust like Zendesk.

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

Zendesk is perfect to scale support non-linear. If you have a 1000 tickets, most often half of those are the same 2-3 questions. By leveraging its AI agents you can deflect more than half of your tickets easily. What remains are either tickets that require information (order number, issue type,..) which a bot can also ask before it reaches the agent. This way Zendesk can make sure that IF a ticket reaches an agent, they only see those use cases with all the required context that do require their expertise or insights.

Zendesk Suite Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
8
Expert directory
9
Subscription-based notifications
8
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.5
External knowledge base
10
Internal knowledge base
9
Multi-Channel Help
9.0
Customer portal
10
IVR
7
Social integration
9
Email support
10
Help Desk CRM integration
9

Using Zendesk Suite

25 - Customer Support
Sales
Marketing
Development
2 - Those are a combination of people that have insights in our processes to make sure tickets are handled correctly and efficiently, while also having the ownership and skills to write good support content to be able to deflect content.
  • Customer Support
  • Sales inquiries related to professional services
  • Project status updates
  • We use it for our own Employee Services too
  • Finance likes it to handle invoicing communication
  • Document employee information for an internal help desk
They keep innovating while retaining quality.

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