Item: Zendesk Suite
Rating: 9
Author: McGreal Alex

Use Cases and Deployment Scope

We use it for our ticketing system. This allows organization of our ongoing issues, and an easy way to divide the tickets into separate departments. From there users can see current issues from our clients, update the tickets as needed, or even call to the client through Zendesk with high quality audio.

Pros and Cons

Easy management of new users
Calling
General Support

Improved ways of users calling to us without the need of creating a new ticket
Worldwide calling
Allow ticket updates to display in emails without the need of logging in

Return on Investment

It helped clean out our main emails from getting clogged with request
Allows us to call to our clients without 3rd party software
Easy to use

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

Wrike, Microsoft Teams, Datto RMM

Likelihood to Recommend

In most cases, we use Zendesk to track ongoing tickets or issues. Most of our clients will submit a ticket through email and it will automatically populate in our queue. Once a ticket is received, we will get an email letting us know a new ticket has come in. From there a call can be made to the client to help with the issue. Once resolved, we can close out the ticket.

Zendesk: Elevating Customer Support to New Heights

Software Version

Overall Satisfaction with Zendesk Support Suite