Item: Zendesk Suite
Rating: 8
Author: Cody Spencer

Overall Satisfaction with Zendesk Suite

Use Cases and Deployment Scope

We are a small, outsourced IT management company that works with non-profits. We use Zendesk for our client ticketing system - as a knowledge base, to track hours spent per client, and to build out dashboards for customer support performance monitoring. Those dashboards are mainly internal, but are helpful to show to clients.

Pros and Cons

Pros

easy to search previous tickets for answers
relatively straightforward report and dashboard builder
time tracking
calendar plug-in for appointments

Cons

the "AI" system is pretty limited and not much better than an FAQ page
the trigger system is helpful for some automations, but isn't very intuitive and doesn't always work as expected
customer surveys are nice, but also limited and would love to add some more business logic to them (send to a randomly selected % of users to not overwhelm with feedback requests)

Return on Investment

The dashboards are a great way to show our clients tangible statistics
The feedback surveys have been helpful in knowing where we need to improve
Provides a seamless communication channel with clients that standardized our interactions without making it too impersonal

Usability

For our day-to-day use cases, it is pretty great. The interface is simple, sleek, and fairly customizable. The dashboards are quick to build once you understand the basic verbiage. We'd love it to have a more robust generative ability for the simple service requests - at the moment the AI portion is a human-created flow chart for a base of answers. It doesn't seem to pull any data from previous tickets, which would be very useful for our agents rather than having to search through old tickets.

Customer Experience

There are a lot of great forum questions and answers, but they could do a better job of purging outdated articles. It's also disheartening to find so many common issues dating back 2-3 years that Zendesk says they put on their "roadmap" and still aren't implemented. When we've worked directly with the support team, it's been quick and very positive.

Key Insights

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

Other Software Used

Google Workspace, N-able N-sight RMM, Cisco Meraki Dashboard, Vasion Print

Likelihood to Recommend

Zendesk is great for a simple ticketing system - I could see it being useful for building maintenance requests, customer support centers, and simple chat bots on web pages. It is not suitable for project management or product development - though it can be linked to such products (YouTrack, e.g.).

Zendesk Suite Feature Ratings

Comments

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Great option for a simple ticketing system

Software Version