Zendesk - Top-Notch Support
Updated August 31, 2021

Zendesk - Top-Notch Support

Tomas Aguerrebehere | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Support Suite

Zendesk Support Suite is being used across the whole organization as we use it to open any ticket regarding any issue we have. The company currently uses several applications including Office 365 and others that were developed in-house by our IT department. We open tickets through Zendesk whenever we encounter a problem with any of these apps.

Pros

  • Easy to use
  • Ticket opening capabilities
  • Customizable

Cons

  • Can't track down the progress of the ticket easily
  • Expensive
  • Not very good support
  • Easy creation of tickets.
  • Possibility of having a "community" and looking at past posts.
  • Improved ticket opening experience, saving time to look for the correct person.
  • Increased solved issues.
  • Analyze ticket response.

Zendesk offers an all-in-one solution and great analytics to analyze the ticketing in the company.

Zendesk seems to be more customizable than others and it seemed to be the best option for the price paid. It's secure and stable which is what we needed in the company.

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

The main scenario where we use Zendesk in the company is when we have any issue with our apps. We go into Zendesk, we create a ticket, and we get a response from whoever is responsible in the next couple of days.

It won't work when you need a solution ASAP, because the ticket you create ends up in a list where you might get the answer really quick or in the next [few] days.

Zendesk Suite Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
8
Self Help Community
7.5
External knowledge base
7
Internal knowledge base
8
Multi-Channel Help
6.6
Customer portal
8
IVR
7
Social integration
6
Email support
6
Help Desk CRM integration
6

Comments

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