A solid ticketing system, intutive and stable
September 27, 2024

A solid ticketing system, intutive and stable

Nadav Stoppelman | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk Suite

Zendesk is our main ticketing system, and we also manage our knowledge base via its platform. We use it to track SLAs for direct inquiries, including first reply time, resolution time, etc. In addition, we also use several integrations that allow us to bring specific context into tickets (Jira, Salesforce, Productboard)

Pros

  • Automations
  • Triggers
  • Stable performance

Cons

  • Better Mutli-channel support (Slack, MS Teams)
  • Article formatting is medicore at best
  • We use it to track customers' SLAs and backlog, and it's easy enough to create reports that highlight our white-glove support
  • The customer portal is a must-have for enterprise customers, allowing them a tight and accessible control over tickets' statuses and resolution times
Automations and triggers are a big part of the overall good usability of Zendesk, but customization for more complex rules often requires several iterations before they can be trusted
The app is quite intutive, I rarely reached to their support team (maybe 2-3 times in the course of the last 6 years). The documentation is ok, they recently switch to a new look which I think is less coherent

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

Well suited for B2C companies, who can benefit from ticket deflection and other AI abilities that Zendesk offers. Less suited for B2B companies, where context-specific knowledge is needed, and white-glove support across multiple channels

Zendesk Suite Feature Ratings

Incident and problem management
7.8
Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
8
ITSM collaboration and documentation
9
Ticket creation and submission
5
Ticket response
7
Self Help Community
7.0
External knowledge base
7
Internal knowledge base
7
Multi-Channel Help
7.3
Customer portal
7
Email support
7
Help Desk CRM integration
8

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