Zendesk Suites is shaping transparency in all customer contacts. The main reason was to automate processes in the communication and reduce workload. Nevertheless, the opportunity to build a chatbot by our own and to offer a self-service 24/7 by building up a help center and automation inside of the process itself will also help us a lot. Using AI in the future to minimize time of writing emails, articles and chat posts within short can be a game changer as well. Efficiency driven companies have to focus on these tools in order to solve their problems.
Pros
routing
sentiment
intent
helpcenter
AI Agents
Cons
visual details
handling of files (Messaging)
comments - mismatches
Likelihood to Recommend
Handling due to low code is a game changer due to limited capacity of data engineers etc.. A workaround and a fast routing is really helpful by decreasing number of tickets in first step and the workload additionally by automation.
VU
Verified User
Director in Customer Service (Building Materials company, 1001-5000 employees)
Zendesk is a very capable ticketing system. We used it to service the IT needs of 10+ companies. Anyone with an IT related requested would email us at a specific address, which would generate a ticket.
Our dispatcher would then correspond with the user, get more information, deadlines for the request, etc and then they would assign the ticket to a team member to address.
At certain points, we began to really customize Zendesk to cater our specific needs and it worked very well.
Pros
Interfacing with users
Assigning tasks to team members
Managing all pending requests
Cons
Too many add-ons can severely bloat the system, causing ticket load times to be very long.
Support is now only available view live chat and not the phone anymore, which is a huge negative.
Cost is very expensive and I don't think it's a great value anymore. They also have very poor customer ethics, in that they require you to cancel 30 days ahead of your renewal, or else you're locked into another expensive annual subscription.
Likelihood to Recommend
It's a great base ticketing system for any IT related team. I would greatly recommend it to companies that just need a one software solution. However, if you need to incorporate several add-ins to Zendesk to get it to work, I wouldn't recommend it as this slows it down severely.
VU
Verified User
Manager in Information Technology (Construction company, 501-1000 employees)
