Zendesk is great for communicating to users
April 23, 2021
Zendesk is great for communicating to users
Score 7 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk Support Suite
Zendesk Support Suite is being used by our organization as a ticketing system with one of our clients. We use it to follow a workflow when tickets are assigned to us and communicate to users with anything we need. It allows our customers to input tickets in multiple ways, including texting from their mobile device.
- Submitting Tickets
- User Communication
- Ticket History
- Cleaner UI inside the ticket
- Customizable views when looking at the master ticket screen
- Linking to other ticketing systems email connectors
- Able to see other user's updates in real time
- Internal notes are clearly defined
- Zendesk has made it easier for users to reach out to the helpdesk for support
- Made our workflows easier to follow
Zendesk is used in conjunction with ConnectWise Manage to communicate to us in our ticketing system. Zendesk has more features than Spiceworks, and I believe the increased cost justifies itself. The ability for our users to text in to the ticketing system makes it easy to communicate when they do not have access to their email.
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