Zendesk Suite is good but it could be better
September 26, 2024
Zendesk Suite is good but it could be better
Score 10 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk Suite
We use Zendesk Suite as a means to communicate support issues to our IT team and for on/off boarding. It is an easier way to keep track of tasks, problems. and incidents. We also use it as a way to show our work and record how many hours it takes to resolve a given issue.
Pros
- Zendesk Suite makes our agent accountable
- Zendesk Suite gives us a clear picture of what needs to happen in our organization
- Zendesk Suite makes it easy to communicate with our user base
Cons
- Zendesk Suite needs add-ons in the form of SweetHawk to make things like lists
- Zendesk Suite doesn't provide an end user interface out of the box at the lowest tier
- Zendesk Suite needs to be more customizable at lower tiers
- We have been able to deliver IT accurately and onetime
- Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
- Zendesk Suite has allowed us to be more efficient in our every day operations
Zendesk Suite is easy to use from an admin and from an agent point of view. The support team loves the interface. The documentation is a bit lacking but the overall intuitiveness of the app makes up for the lack of quality documentation. Overall Zendesk Suite is easy to learn and implement.
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?
No
Did implementation of Zendesk Suite go as expected?
Yes
Would you buy Zendesk Suite again?
Yes
Comments
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