Keep it up Zendesk!
September 30, 2024

Keep it up Zendesk!

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

Software Version

Regular

Overall Satisfaction with Zendesk Suite

We use Zendesk to communicate with our sellers, reply to their emails, and communicate with other departments using macros. We use it to have all customer conversations and tickets there, and we can see all emails from new to old. It helps us see which needs more attention to resolve with priority.

Pros

  • Shows if customer has replied.
  • Very easy to use.
  • Shows you priority tickets that need urgent attention.
  • Creation of macros, so you don't have to re-type most of the responses.

Cons

  • Assign your tickets to you.
  • If maybe we were able to edit emails to be able to rectify spelling errors.
  • You should be able to turn on notifications so that you are notified when a seller responds to your email and do not have to check Zendesk now and then.
  • Helped us meet the clients' target/goal.
  • Allows us to deliver the best customer experience.
  • Easy to use for Agents and very efficient.
I have only been using Zendesk for less than one year, but I know how to work around it like a pro because it is so simple and easy to access and use. Zendesk gives us control over the customer journey regarding support interactions.
Zendesk shows us if the document is unacceptable, and there are macros we can use. If you need to inform sellers of the required documents, you can attach documents in an email to show sellers examples of what is needed. I have a very good feeling about the direction Zendesk is headed in.

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

I once got a call from a seller who needed assistance uploading their photos to our app, but they were having difficulties during the call. I asked the seller to send pictures via email, and I sent a macro to the seller so they could reply to the email with the attached photos. The seller received my email instantly and could send the photos to me without any hassles. I added them to the seller's profile, which I think turned a lousy customer experience into a good one.

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
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
Email support
10
Help Desk CRM integration
10

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