Zendesk Suite

I've used Zendesk at every tech company I've worked at. It's the best of the best for any B2B or B2C business. Customers, Partners, and Internal employees can submit tickets to support and receive a quick confirmation email with their ticket number. It's also easy to invite others to join the support thread and follow. I also love the "Internal Notes" section that allow me to let my Support team know if the requester is a very urgent ticket like if they are thinking of cancelling their subscription or if a new customer is having implementation issues to get started. These key notes are super important context that internal teams can know about without it being in the customer's email thread. It's also easy to change the support ticket level (1, 2, 3, etc.) for our org. My FAVORITE thing about Zendesk is how easy it is to search a ticket. The search bar is great because I could search by a keyword like "login issues" if I had that as the title or had something of that sort in the body of the ticket. I can also see which engineer is assigned to the ticket to collab with them

• Customer Success looks at ticket resolution surveys as part of their CSAT scores and either thanks their customer for a positive review or reaches out if it's a negative review.
• Sales uses Zendesk to make sure their new prospects are getting POCs properly set up quickly and fix any issues while they do a trial of our tool.
• Onboarding uses Zendesk to quickly make sure new customers implementations and user access are set up to help them start implementation faster.

The app is incredibly intuitive and very easy to use. I haven't needed to use the documentation for help because out IT team is on top of everything for us. I love the emails from Zendesk on any new key features, webinars, and how AI is coming into the product. Big fan of any software updates/new features my org should know about.

Atlassian Jira

We use Zendesk suite as ticketing tool in our system, it bridges the gap between customer and support members, mostly chat, talk and guides.

Helps us communicate with customers more effectives.

some of its features are really useful due to which it helps analysing the date of the agent and customers easily.

• I think Zendesk is quite expensive compared to other competitors

I been using Zendesk Suite for some time now and honestly it does a good job keeping all customer chats in one place. Biggest win for me is how easy it is to see email, chat and even calls all together, no need to jump between apps. The layout takes a bit getting used to but once you figure it out, handling tickets feels pretty smooth.

Bluebirds by Salesforce and ServiceNow Customer Service Management

Bluebirds by Salesforce, ServiceNow Customer Service Management, Atlassian Jira

We are a small, outsourced IT management company that works with non-profits. We use Zendesk for our client ticketing system - as a knowledge base, to track hours spent per client, and to build out dashboards for customer support performance monitoring. Those dashboards are mainly internal, but are helpful to show to clients.

• The dashboards are a great way to show our clients tangible statistics
• The feedback surveys have been helpful in knowing where we need to improve
• Provides a seamless communication channel with clients that standardized our interactions without making it too impersonal

There are a lot of great forum questions and answers, but they could do a better job of purging outdated articles. It's also disheartening to find so many common issues dating back 2-3 years that Zendesk says they put on their "roadmap" and still aren't implemented. When we've worked directly with the support team, it's been quick and very positive.

Google Workspace, N-able N-sight RMM, Cisco Meraki Dashboard, Vasion Print

We use Zendesk Suite as a customer service platform to streamline operations and enhance agents productivity by integrating it with the multiple telephonies. this allow our support agents to handle calls, message and support tickets more efficiently from the single unified interface. Also we use Zendesk Suite to view tickets and sync data between your Salesforce and Zendesk accounts.

• Zendesk Suite has had a significant positive impact on our business objectives.
• It is very helpful to the centralized ticketing system and automation feauters like triggers and SLAs.
• This allows our clients to work more efficiently and handle the high volume of calls

In my experience with Zendesk Suite has been quite positive especially when it comes to learning the platform and getting support.

Salesforce CRM Analytics, ServiceNow Customer Service Management, Freshdesk, Freshchat and Bigin by Zoho CRM

Freshdesk Omni, Bigin by Zoho CRM, ServiceNow Customer Service Management

We use Zendesk Suite for all customer facing communications - from sales to AR to customer support & ecommerce. Any email that goes to a customer (non-internal, non-vendor) gets sent and managed via Zendesk Suite. The issue we had was being able to collaborate on email, while ensuring our teams could access cross-department information in order to gain a better understanding of the customer's current situation & history with the company.

• Better response times for customers.
• Less internal confusion as staff members from various departments (i.e. sales and accounts) are on the same page)
• Better customer service as we can view past conversation history and respond appropriately.

I don't find the support team to be particularly useful or responsive, but the help articles are beneficial. Lots of what we learned was through simple trial & error - self testing and improving the way we had our environment configured. For my users (sales people, etc) Zendesk Suite itself is rather intuitive which is great for onboarding new employees.

Trello, Spruce, Slack