Overall Satisfaction with Zendesk Support Suite
Since I work in IT on the support side, we use this regularly as a support communication tool. It's also used for new hire record-keeping setups. You can attach any file [to] the platform. Very incredible search feature by keywords that do not need to be in series order. This tool helps organize and specifically record keeps for sox compliance.
- Easy to use
- Keeps everything
- Can load up any file to save
- Sorting feature on tickets
- One change can [affect] everything globally
- Statics can be skewed a little
- Record keeping
- Communication
- Organized
- End-user lead time of answering issues improved by 80%
- Group contact
- Fast support SLA
I started in the company with Zendesk Support Suite already, so experience with it was an easy learning curve. Freshservice is just as good as well. The GUI interface is friendly to look at and easy on the eyes. When you're in support and [staring] at the screen all day, literally eye comfort is very important.
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