Item: Zendesk Suite
Rating: 8
Author: Verified User

Overall Satisfaction with Zendesk Suite

Use Cases and Deployment Scope

We use the Zendesk Suite for chat bot, support ticketing, and queue management. We move our customers towards our ticketing platform or support email, cover the tickets using the support queues, slas, and teams, in order to ensure a quick and organized support queue. We also use it for client satisfaction after the ticket is closed.

Pros and Cons

Pros

Zendesk is great at managing multiple queues for different teams
Zendesk is good at custom integrations for different tools
Zendesk integrates seamlessly with my email provider

Cons

The support portal from Zendesk takes a lot of work to build, unless you pay someone for it
It's too easy for too many tickets to come up, and Zendesk doesn't have quick clearing tools
The pricing can be quite steep

Return on Investment

Zendesk has helped us follow up on customer support issues and keep up customer satisfaction

Usability

The Zendesk Suite platform can feel a bit dated at times, that being said, it is the industry standard for a reason and does pretty well, and it is fairly easy to understand. Custom integrations can be pretty difficult to set up though.