Zendesk Suite by a power user for customer support
May 13, 2021
Zendesk Suite by a power user for customer support
Score 8 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk Support Suite
Zendesk was used by a small number of departments within the organization. The business problems it addressed were customer support, customer feedback and also internal project ticket tracking. Customers were able to use Zendesk to send in support requests or problems and incidents to notify our team of the issues so we could address them. They would submit enhancement requests this way as well but with a different set of expectations and SLA guidelines. Internally we used Zendesk to track project tasks and tickets and to document processes and procedures when we would complete these tasks.
- Ticket tracking and logging.
- Customer Support.
- Documentation of tasks and incidents.
- SLA guidelines.
- Automated SLA's would be nice. We didn't have any automation outside of email notification.
- Customer's sometimes had issues with not being able to update ticket metadata themselves such as priority, etc.
- An approval method would have been nice. We would have to use comments from particular parties as 'approval' when moving enhancements and changes between environments. This worked but a more streamlined approach would be good.
- Ticket classification.
- Data tracking of each comment and activity on the ticket.
- Searching and creation of dashboards for displaying only tickets you need to see.
- It helped us gain a SOC certification.
- It gives customers value since it's easy to use and track.
- It involves more manual work to automate some things but once they're set up it's great.
I haven't used any others personally or professionally but my company did look into all options before purchasing the suite. I'm not sure what all was looked at but I know it came down to the features we needed and the price of the software suite. From a user perspective we had all the features we needed and could implement most of what we wanted.
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