Zendesk Suite makes support easy
September 28, 2024

Zendesk Suite makes support easy

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We use Zendesk Suite to provide support to customers who reach out using various methods like calls, chat and email, also support is given to admin from all the different departments as human resources, technical helpdesk, expenses, benefits and such, we raise tickets and get responses from these departments, also we use Zendesk Suite to work collaboratively on some projects and keep track of changes made.

Pros

  • Ticketing service
  • AI writing assistance
  • Integrations with other software

Cons

  • More keyboard shortcuts (or make them customizable)
  • A report this button (to flag improvements in templated languages or bugs)
  • Feedback button to add feedback to a certain agent's response
  • I don't have information about the costs
I used to work without a ticketing service, and everything was handled on an email provider, this made it very difficult to track, no integrations to the software complicating the use of internal tools or other software like Guru, Zendesk Suite wasn't hard to learn, in fact it was very easy, very straightforward, and I was an admin learning to use several tools at the same time.
Honestly, I haven't needed to reach out for support or anything in 2 years, the only thing I have used from that part is the shortcut sheet, due to the easiness of the suite I can move from ticket to ticket, mark as solved or leave open within seconds some times, leaving only the complexity of the tickets to tackle, no extra time from the software side.

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?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Suite go as expected?

I wasn't involved with the implementation phase

Would you buy Zendesk Suite again?

Yes

Slack, Maestro, Looker
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different.

I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

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