Item: Zendesk Suite
Rating: 10
Author: Rohitash Sinha

Use Cases and Deployment Scope

Zendesk Portal makes it easy for us in our day-to-day operations. We at Rapidops use the following suite of Products for the Zendesk Support suite - support, Guide, Gather, Chat, and Explore.
We have hosted our support portal for articles and videos for one of our customer relationship management tool. We are also using Zendesk as our help ticketing system integrated with our internal platform on a daily basis.

Pros and Cons

Ticket Management
Help Portal Hosting
Chat / Messenger Feature

Flexibility and customization in GIF Flows in Help Portal
More themes or capability to upload our branding themes in portal
Ability to Parse Email Parameters link Phone and Address from the raised ticket or other custom tracking event

Return on Investment

Totally Agree it is a very cost effective solution
One of our department is also using Freshdesk but Zendesk has a Legacy and is unmatched to the later
There is no negative impact apart from missing new gen UI

Alternatives Considered

Freshdesk and Intercom

If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product.
The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.

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

Salesmate, Intercom, Quip

Likelihood to Recommend

The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list.
Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles.
Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software.
A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.

Get help easier than your 2 minute noodles !!

Software Version

Overall Satisfaction with Zendesk Support Suite