The Zen is real, desk or otherwise
September 28, 2024

The Zen is real, desk or otherwise

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

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We're a multi-unit pizzeria and currently use Zendesk Suite as our internal support resource. Our IT team as well as our 'supply chain' [food and bev] team both use it, with a likelihood that will expand to other teams so as to enhance intra-departmental accountability.

We also make heavy use of the help center to offer self-help guidance for store operators. The help center search, pinned articles, and navigation options make it easy for us to put the right information in front of the right user at the right time.

Pros

  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.

Cons

  • The app can do so much it is sometimes hard to find a specific feature, or when it is missing one to know how to handle.
  • Email threading compatibility issues with third party help desks can sometimes become onerous [usually not Zendesk Suite's fault].
  • The MS Teams integration is very immature and needs to be better thought out for real world use cases. It's 70% of the way there, I'd say.
  • Selfishly speaking, pricing could be better, but they are the best, so a premium makes sense.
  • More than anything, provided a boost to our perceived professionalism. The portal is a massive improvement on email only support.
  • Workflow optimization via macros and automations has enhanced response times and raise our 'first call resolution' metric.
  • Speaking of metrics; having them at all! Before Zendesk Suite we were email only so had no insight into agent and vendor performance.
I'm absurdly picky and detail oriented about UX/UI issues. Very obviously, so are the people at Zendesk. The UI is so well laid out and every feature is thought through. I'm an experienced helpdesk veteran and have used practically every major helpdesk app. I would put Zendesk Suite at the top of the pile without question.

Even though most of my internal users haven't got the experience I do in a ticketing system, onboarding them is a breeze because of how intuitive and accessible the UI is.
The help documentation is great. The primary shortcoming is simply the myriad configuration directions one can take. There are so many ways to accomplish a goal with the options available that it makes sense to spend time not only in the knowledge base but also in community discussions. We also suggest reaching out to certified Zendesk professionals for bespoke customizations.

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

Any place where there is a need for enhanced tracking and workflow optimization in a support context. Whether the customers are internal or external, Zendesk Suite has a panoply of features that can make hard things easy.

Probably somewhat less well suited to places where the reporting, workflow optimization, or help center aren't going to be utilized.

Zendesk Suite Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.5
Customer portal
10
Social integration
8
Email support
10
Help Desk CRM integration
10

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