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Zendesk makes work easy!
October 05, 2023

Zendesk makes work easy!

Amber Vanlandingham | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Plus

Overall Satisfaction with Zendesk Support Suite

ZSS allows my team and I to effectively connect with clients, while keeping all correspondence for that person in an easy-to-access file. We use call, SMS, and email for all of our clients so it's super important that we have a reliable system to do that from. It also addresses the ability to effectively store and organize correspondence.
  • Organization
  • Ease of use
  • Call transferring
  • Clean layout
  • Time format
  • Being able to customize layout and appearance
  • Streamlined support
  • Faster communication with the team
  • Easy interface allows for quick glance throughout the day
  • Macros make repetitive emails more efficient

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

There's no times where I think ZSS would be inappropriate. I really like the system and how it so easily allows my team and I to share ideas and solutions on internal notes, the many different options for compartmentalizing tickets that are no longer being worked on or ones that you need to remember to follow-up with, how it creates a log for each contact, and shows in chronological order all of the tickets you've done for the day.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
Not Rated

Using Zendesk Support Suite

5 - Founder: Boss, makes all of the business decisions, like what software we use Admin Manager: Spends the most time on Zendesk and filtering out important tickets for all of the agents 3 Agents: Use Zendesk for keeping effective communication with clients and making sure information is sent and received on time.
5 - We don't have anyone that specifically supports Zendesk in a technical sense, but our admin manager is the one that is usually on Zendesk when agents are taking clients or updating files. She fields tickets, communicates internally with the team, and is able to make our jobs so much easier!
  • Client communication
  • Employee communication
  • Professional outside correspondence
  • Internal communication
  • Friend/family connection
  • Phone call use if lines are down
  • Internal communication with coworkers
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.