Item: Zendesk Suite
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

The company I work for is [...}, we are a SaaS company that offers a trading platform for other Companies to manage their individual employee stock options/equity compensation plans. Our clients are big organizations and the employees of those plans are considered to be participants of the employee stock plan. We currently use Zendesk to communicate with the client's stock plan admin as well as participants of the stock plan. Most of what I deal with are participants who have questions and inquiries related to their personal accounts such as account statements, password resets, questions about current status of their funds.

Pros and Cons

Really good find and search options, easy to search for a participants email
I'm able to find a consolidated history of all the interactions each participant had in the past with us
Able to save responses for the rest of the employees can use as a generic response to certain FAQ. For example if a participant wants to know how to exercise their options, we have a saved paragraph that goes through step by step of how to exercise options or to sell stocks they have and a guide on how to do this in a saved response.

Not sure if this feature was blocked on purpose but our Zendesk emails does not have a forward function. When a participant claims they did not receive our emails, we don't have the option of forwarding that email to the participant.
When a case gets closed on Zendesk I don't have the ability to reopen it. Instead I need to start a new case.
Hard for me to pull the data that I need for reports. (I'm not sure If I have that access to do so or if the tier that we bought supports it)

Return on Investment

Allows agents to assist with customer questions quickly
effective replying to participants when they are in need of help and we provide accurate information with our pre-written templates

Alternatives Considered

LiveAgent and Freshdesk

I've only used LiveAgent and Freshdesk a long time ago, but Freshdesk to me seems a bit more geared to smaller businesses.

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?

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

Other Software Used

Microsoft 365, Microsoft Teams, Skype for Business, now part of Microsoft Teams, Atlassian Jira Align, Atlassian Confluence

Likelihood to Recommend

I love the saved templates that was created. Most of our inquiries are people asking's for steps on doing a password reset, how to sell shares, how to print their statement or find their statements, generic questions about tax information. Because so much of the questions is similar in nature the pre-saved templates save a lot of time. Especially when most of our inbound emails have similar questions and any of our agents can answer the questions with a professionally written statement or guide that's aligned with the company.

I had cases of other employees closing cases when they should not have been closed and it's frustrating that we can't reopen a case.

Software Implementation Specialist

Software Version

Overall Satisfaction with Zendesk Support Suite