Item: Zendesk Suite
Rating: 10
Author: Justin Esgar

Use Cases and Deployment Scope

We are using ZenDesk Support for our incoming ticket queue. All clients email our support email which ends up in ZenDesk Support. This allows anyone on our team to be able to reply to incoming tickets and help our clients. It allows us to keep the flow of information in one location. The additional integration of apps, such as FreshBooks Time Tracker+ and Watchman Monitoring allows us to handle a bigger suite of issues for clients.

Pros and Cons

It's very fast - it's very easy to jump between items.
Integration with apps from the ZenDesk Marketplace.
The ability to have triggers happen on specific incoming events makes it easy to track, auto-close, or assign tickets automatically.

Trigger logic is slightly flawed, but if you figure it out you can use it to your advantage.
For some reason there is a maximum number of "Views" on the sidebar, which limits how much ticket breakdown can happen.
There are WAY too many options - making the settings page a little overwhelming.

Return on Investment

Despite the cost, ZenDesk has become the heartbeat of our company- so the ROI is extensively always growing. As we get more clients, we don't need to increase our ZenDesk costs.
We had to spend massive amounts of time customizing the system to work properly for us, including managing custom fields, and triggers. A lot of that could have been simplified if ZenDesk allowed for variables in triggers. In the end though, doing this work has increased our actual work time since we could trigger all the non-essential tickets.

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

Addigy, Watchman Monitoring, Wasabi Object Storage, Backblaze, iOS, Mailchimp, Slack

Likelihood to Recommend

ZenDesk is great if you have a large source of incoming data. For us, we managed over 500 endpoints with a lot of users who have something to ask/request/complain about. So we need a system that will take all that data in.

If your source of data is smaller and can be handled by a group email - then ZenDesk may not be a fit for you, but consider it as your company grows.

If you are in IT, you need a ticketing system - that system is ZenDesk.

Software Version

Overall Satisfaction with Zendesk Support Suite