Zendesk: A User's Perspective
October 05, 2023
Zendesk: A User's Perspective
Score 8 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk Support Suite
I use Zendesk Support Suite to track and review customer support cases, create customer support dashboards to track case metrics and create and publish knowledge base articles.
- Real time support case management
- Instant support article creation and publishing
- Easy support metric dashboard creation
- Need alerts and reminders to follow up on open/pending support cases
- More user friendly UI
- Simpler ways to associate customers with accounts and organizations
- Zendesk integrates into several of our other enterprise services so that's been very helpful
- Zendesk has allowed our global support team to collaborate on all levels of customers technical requests
- Being able to attach new support cases to already closed cases allows our support team to easily past case history
I used Salesforce for opening and tracking customer support requests at another company. The key advantage Zendesk has over Salesforce is that Zendesk is designed specifically for customer support management and it's easy to get started right out of the box.
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?
I wasn't involved with the selection/purchase process
Did implementation of Zendesk Suite go as expected?
I wasn't involved with the implementation phase
Would you buy Zendesk Suite again?
Yes