Zendesk Suite - Great for Companies Experiencing Growing Pains
October 09, 2024

Zendesk Suite - Great for Companies Experiencing Growing Pains

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

Zendesk Suite allows [...] to monitor over 90 client mailboxes via a ticketing system. Zendesk Suite allows our back office to assign email/fax/chat requests by assigning to appropriate Team and individual for processing. Processing via Zendesk Suite automatically routes tickets to proper Team via key words and past actions of prior requests.

Pros

  • Routing ticket requests
  • Keeping Internal Agents organized
  • Audit of internal conversations between departments

Cons

  • Undeliverable emails
  • Spam emails
  • Appearance of tickets on other emails systems
  • High CSAT Scores
  • Improved Client Experience
  • Organization
Zendesk Suite is a very user-friendly system that allows new employees to quickly ramp up both in person and virtually based on employee locations and work environment. Zendesk Suite allows employees to quickly ramp up by searching past tickets for similar requests or interactions with fellow employees. A very quick to market system.
Zendesk Suite allow customers to use their best practices of their client base to advise on how to most effectively use their system. Clients are able to search past inquiries from other clients to see if an answer to their issue or request is already available or clients can engage with Zendesk Client Service Team directly via Help Portal.

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

Zendesk Suite allows Suite clients to handle client communications in an organized manner that is easy to replicate for newer employees. This allows clients to higher less employees or Zendesk Suite Agents even though the volume of requests is increasing. Basically, allowing clients to grow business without having to hire more headcount.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
7
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
10
External knowledge base
8
Internal knowledge base
7
Customer portal
10
IVR
5
Social integration
5
Email support
10
Help Desk CRM integration
7

Comments

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