Item: Zendesk Suite
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

I like the ability to integrate Zendesk support with our FAQ page, through the Knowledge base. The user support is also very nice. The live chat for admins was quick and responsive and the agent can point you in the right direction. The account managers are also very personable. I love how you have all the tools to have all the tools for you to not only integrate the available connections already done with other systems, but you can also make your own, keep expanding the arrange of information that enables you to give the best-personalized experience to your client because all the necessary information is at your agent's finger tips. And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce, and what to change, so really, the limit is as far as you are willing to take it.

Pros and Cons

Very stable
Easy to use for agents
Setup is easy to administrators

it could be more dynamic
triggers should be more simple
Automations needs work in Zendesk

Most Important Features

Ease of use - configuring and setting up couldn't be any simpler
Automations and triggers - It makes you work not just faster, but also smarter
Almost endless flexibility - There are different use cases that you can experiment on with Zendesk
Reporting - You are able to extract all the reports you need, even on a very granular level

Return on Investment

It makes our employees work efficient
It makes them work faster
It has loads of opportunities

Alternatives Considered

ServiceNow IT Asset Management

Servicenow is a very expensive ticket system, and Zendesk follows up better for price, simplicity, and configuration wise. We switched from ServiceNow because it does not deliver many opportunities for our business and employees. We really like using Zendesk for a daily driver, and it helps us get better customers.

Key Insights

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?

Yes

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

Yes

Other Software Used

Microsoft Teams, OneDrive, Heimdal Next-gen Endpoint Antivirus

Likelihood to Recommend

I like the simplicity of the support flow and the ability for customers to use the self-service portal we've set up for them. As a company offering B2B support, it's valuable for our customers to have a place where they can log in to see all open support tickets and easily track their status. Also, I like the fact that you can select which channels you want to offer support on. We're about to try the Messaging functionality just now.

Zendesk is probably the best ticket system out there

Software Version

Overall Satisfaction with Zendesk Support Suite