Item: Zendesk Suite
Rating: 9
Author: Verified User

Overall Satisfaction with Zendesk Support Suite

Use Cases and Deployment Scope

Zendesk is our tool to centralize all the requests coming from clients. These could be tickets about features not working, removed, added, request for help, or even feature requests. The tickets are essential also for the Customer Success team to figure out the level of client satisfaction, to be discussed during the QBRs.

Pros and Cons

Pros

centralize all clients' requests
perceive the level of satisfaction of the client with our product
collect all the feature requests for the PM to categorize them
keep track of the product issues

Cons

the reporting tool is complicated to use
sometimes the macros are not correcty triggered and it requires a deep troubleshooting to have them fixed

Return on Investment

absolutely positive. Keeping the clients' issues monitored help provide more value to the 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

Jira Software, Mailchimp, Atlassian Confluence

Likelihood to Recommend

The ticket management is outstanding. By creating views is super easy to categorize the tickets, for instance, by clients, industry, support package, and so on.

I particularly like the integration capabilities, especially with Slack, where we trigger a message in a dedicated channel every time a new ticket is opened. This ensures the right level of visibility for the Customer Success people.

The knowledge base manager is very good.

The reporting tool is complicated to use and limited at times, but in the end it does its job.

Zendesk Suite Feature Ratings

Comments

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The best tool to make the clients feel listened

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