Good Ticketing Management System
April 24, 2021

Good Ticketing Management System

Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Regular

Overall Satisfaction with Zendesk Support Suite

The IT department (we call it ISS) uses Zendesk Support Suite for ticket tracking for tech support tickets. We also use it for collaborative processes like employee and student on/offboarding, using macros to pass the tickets from person to person. We also have it set up so that users can email or call in questions and tickets will be created.
  • Ease of creation of tickets
  • The customizability of ways to track tickets
  • Ease of passing tickets to other agents
  • End users (not agents) rarely log into their area to see their tickets. Personally, I end up using email for easier communication.
  • Email alerts aren't completely consistent. While you can set up email alerts for certain things, "send me an email when a ticket is assigned to me or x person" isn't an option. Sometimes urgent tickets for us less constant ZD users get missed.
  • When end users say "thank you" via email after a ticket has been closed, the ticket is re-opened and I need to go back and close it.
  • Ticket tracking with internal and public replies
  • Categorization of tickets, including Problem Type and Campus
  • Macros to save time and improve consistency
  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
I haven't really personally used any other systems, but I have been a heavy end-user of some others, where I have logged into the portal to track my tickets. That said, I can't really compare ease of use for the back end, since issues I've encountered in other systems could just as easily been an issue with staffing/training at the company.

Do you think Zendesk Support Suite delivers good value for the price?

Not sure

Are you happy with Zendesk Support Suite's feature set?

Yes

Did Zendesk Support Suite live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Support Suite go as expected?

I wasn't involved with the implementation phase

Would you buy Zendesk Support Suite again?

Yes

From my experience with other ticket tracking systems, Zendesk Support Suite is one of the better ones. That said, it's not magical enough to replace email for those of us who have fewer, larger "tickets" with a smaller pool of end-users. I support the databases, and while we occasionally get questions from any constituency, the vast majority of my tasks are complex and from a core group of database users who don't use Zendesk Support Suite regularly.

Zendesk Support Suite Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
7
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
9
External knowledge base
9
Internal knowledge base
9
Customer portal
9
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated