Zendesk not perfect but I can't find better
September 25, 2023
Zendesk not perfect but I can't find better
Score 4 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk Support Suite
We use Zendesk support to run the front line support requets, triage tickets and manage our customers/users day to day support and bug reporting. At Rex we are a CRM system for Real Estate agents so have a wide range of inbound contacts that ranages from 'where do I find this PDF file' to 'my system is down and I am needing to handle the transfer of $5mil today'.
this prioritisation is the the primary problem/biz case it addresses.
this prioritisation is the the primary problem/biz case it addresses.
- Ticket updates internal and external (to clients)
- Reporting on workload for Customer care agents
- Reporting on productivity of customer care agents
- Canned responses
- Reporting interfaces are ugly and hard to navigate
- Ironically need to read a lot of help guides to get anywhere
- Customer Care agents do often complain at the number of clicks required to do anything
- Good ROI on how allows us to track and manage staff resourcing
- Positive Has helped to reduce our subscription churn as we can predict better when they are unhappy form the Zendesk stats
- No negative ROI beyond staff being unhappy with the system and the extensive time taken to generate new reports
- Intercom
Zendesk has much more functionality on the canned responses so the team saves time in selecting the repeated small issues and reduces the chance of error, or the team member frankly getting bored.
Secondary the tickets system is far superior to Intercom especially how it keeps the client updated automatically on the tickets updates saving the teams efforts.
I do feel Intercom has better user comms and behvaiour tracking functionality.
Secondary the tickets system is far superior to Intercom especially how it keeps the client updated automatically on the tickets updates saving the teams efforts.
I do feel Intercom has better user comms and behvaiour tracking functionality.
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?
No
Did implementation of Zendesk Suite go as expected?
I wasn't involved with the implementation phase
Would you buy Zendesk Suite again?
Yes