Zendesk Suite Erfahrungen

4.4 (3’266) Eine Bewertung schreiben

Über Zendesk Suite

Zendesk ermöglicht Unternehmen, Support zu bieten, mit Selbstbedienung zu skalieren und sich durch proaktives Engagement zu differenzieren.

Erfahre mehr über Zendesk Suite

Vorteile:

Zendesk has solved so many issues in one program. Pricing is good and a fair price.

Nachteile:

There are issues at times with uploading data and exporting data. Sometimes data is deleted or missing for no reason.

Bewertungen zu Zendesk Suite

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4.3
Kundenservice
4.2
Funktionen
4.3
Preis-Leistungs-Verhältnis
4.1

Weiterempfehlungsquote

8.2/10

Zendesk Suite hat eine Gesamtbewertung von 4.4 von 5 Sternen basierend auf 3’266 Nutzerbewertungen auf Capterra.

Haben Sie Zendesk Suite bereits verwendet?

Teile deine Erfahrungen mit anderen Softwarekäufern.

Nutzerbewertungen filtern (3’266)

Töffel
Gastronomin in Deutschland
Verifizierter Nutzer auf LinkedIn
Gastgewerbe, 51-200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Sehr zufrieden wir nutzen das schon seit ein paar Monaten

5.0 vor 4 Wochen Neu

Kommentare: Wir sind vollkommen zufrieden und würden die Software weiterempfehlen

Vorteile:

Dass man viele Möglichkeiten hat sich besser zu informieren um die Software besser zu verstehen

Nachteile:

So viele Möglichkeiten können zur Orientierungslosigkeit führen

Afonso
Afonso
Head of Customizations in Portugal
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

One of the best apps for content sharing and customer service

5.0 vor 4 Wochen Neu

Vorteile:

A super easy app to set up, and also very customizable if you are opt-in for the subscription that allows you to customize it and apply your branding. There are also multiple automation processes available.

Nachteile:

Regarding the help center level of categories, it is a bit limited since you can only have 3 levels.

Benjamin
VP Operations and Technology in Kanada
Computer-Software, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Solid System to Capture Customer Emails and Calls

4.0 letzten Monat Neu

Kommentare: Zendesk has been helpful for us to help collect our emails, form captures and calls. Sort them within a ticketing system, and prioritize the tickets as needed. And send them to the person who will reply. Not having someone who has to answer the phone, and then pass that message to the appropriate person is a big help for us.

Vorteile:

We have connected Zendesk to our contact form on our website, and our phone system. Whenever someone fills out any of our forms, this heads to Zendesk. Whenever someone calls our phone number, Zendesk records the call and also attempts to make a text version of the call (not always the greatest, but not too bad). We no longer have to have someone answer the phone with this service, which has saved us a lot of hassle.

Nachteile:

It often feels like Zendesk wants the information to stay within Zendesk. As a small company we may get support emails, sales emails, people applying for jobs, etc. all of which need to get to different people, and it could be easier to get the email directly to that person. The speech-to-text for the calls could be a bit better too (though we appreciate the feature!).

Verifizierter Rezensent
Service delivery manager in Dänemark
Verifizierter Nutzer auf LinkedIn
Lebensmittelproduktion, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

it is okay but could be better, as a user I see areas of improvement

3.0 vor 2 Monaten

Vorteile:

easy to navigate and create tickets. notifications works, tagging works and also attachments.

Nachteile:

hierarchy to create tickets. too many selection options can be very confusing. and sometimes there is no option that I would like and my vendor decided not to have "others" which makes sometimes ticket creation impossible to be done correctly

Narendra Kumar
Assistant Manager - SEO in Indien
Informationstechnologie & -dienste, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Best Email Support Platform, If you are dealing with more Customers.

5.0 vor 3 Monaten

Kommentare: Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours.

Vorteile:

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Nachteile:

Not sure, as I didn't find any flaws in my usage time.

Fuad
Talent Support Manager in Honduras
Informationstechnologie & -dienste, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Zendesk - Main reason of use is the Live Chat service

4.0 vor 2 Wochen Neu

Kommentare: I've had a good experience as their default options meet our requirements; however, to make the software more beneficial for us and more personalized, we've had to jump through loops and hoops with sometimes not getting a resolution from their side as to what we wish to do in their system.

Vorteile:

I like that we could get it fully connected with our internal software and database. Allowing the systems to communicate between themselves and making sure no critical piece of information is lost.

Nachteile:

Because of the ongoing renovations, Zendesk is doing to their software, some options in settings are not logically set under the options they should be. For example, you may be changing an option for a user, so you go to Settings and then to Users, but you realize to make that change, you have to go through a totally different set of steps when logically, the options should be where you first went.

Javier
Project Lead in Spanien
Marketing & Werbung, 2-10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Simplifica la atención al cliente en Ecommerce

5.0 vor 4 Wochen Neu

Kommentare: Ha sido un antes y un después el poder unificar el punto de entrada de solicitues de soporte en un único software y dejar atrás el correo electrónico.

Vorteile:

Nos ha ayudado mucho a simplificar y ordenar las solicitudes de atención al cliente en ecommerce. Es una herramienta que ayuda a ahorrar tiempo y a saber que miembro del equipo se está encargando de cada solicitud.

Nachteile:

Por el momento no hemos tenido grandes problemas, pero puede que la atención al cliente sea uno de sus puntos flacos. COmo es costumbre intentan que todo esté en una base de conocimiento y normalmente el primer punto de contacto no tiene demasiada información para poder ayudar.

Brian
IT Specialist in USA
Verbraucherdienste, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

ZenDesk Use Case

4.0 letzten Monat Neu

Kommentare: Fantastic. The Company I work for moved from a local ticketing system to this cloud based service and it was a game changer.

Vorteile:

It does it it says it will do. Great for ticketing.

Nachteile:

So much more it can do just don't have the time to spend time on the learning curve.

Raphaël
Raphaël
Zendesk Consultant in Frankreich
Verifizierter Nutzer auf LinkedIn
Computer-Software, 2-10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: GetApp

Zendesk incroyable pour son prix

5.0 vor 2 Monaten Neu

Vorteile:

Zendesk suite professional débute à 99$/mois et permet de gérer tout ce qui est imaginable dans un service client (voire dans votre entreprise).

Nachteile:

Points faibles? Infos/documentation à l'époque (il ya deux ans) trop peu mise en avant mais changé depuis.

Rahul
Rahul
Manager in Indien
Verifizierter Nutzer auf LinkedIn
Gesundheit, Wellness & Fitness, 51-200 Mitarbeiter
Verwendete die Software für: Kostenlose Testversion
Herkunft der Bewertung

In Betracht gezogene Alternativen:

IT & Customer Support Made Easy

4.0 letzten Monat Neu

Kommentare: Smooth and simple product for the customer support and IT support. Really like the knowledge base management system

Vorteile:

Really well developed product to ensure the smooth customer handling.

Nachteile:

I found the product bit expensive compare to the competition

Peter
Peter
CTO in Nigeria
Verifizierter Nutzer auf LinkedIn
Computer-Software, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Champions of customer service

5.0 vor 3 Wochen Neu

Kommentare: Beautiful solution. Great user interface and easy to use.

Vorteile:

Ticketing management system, Customer relation management and messaging/live chats

Nachteile:

User security.More work on user security should be look into.

Alaa
Technical Outsourcing Specialist in Jordanien
Informationstechnologie & -dienste, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Best applications for managing the process of responding to customer requests and inquiries.

5.0 vor 4 Monaten

Kommentare: Zendesk provided us with great flexibility to deal with customer requests and inquiries, and enabled us to increase the speed of response as well as enable us to document all procedures automatically, and the reports it provides to us are comprehensive and we can always take advantage of them to develop our operations.

Vorteile:

Zendesk is a great and organized space, with its features, the staff can organize everything related to customer tickets and inquiries, as well as live chat with them, self-service features, and also accurate documentation of all actions. I love how Zendesk's high-quality automation enables us to automatically track incoming tickets from customers and how we can customize an autoresponder to respond to them and also quickly distribute them to the responsible team member. I also like how all those times, the procedures that took place and the extent of customer satisfaction with the speed of response are documented within records, through which we can measure the ability of team members to respond quickly as well as the extent of customer satisfaction with that. I also like how easy it is to customize Zendesk in different languages ​​so that we can give the customer the space to choose the language that suits them and how easy it is to use it to answer customer inquiries and requests via SMS so we can expand our operations.

Nachteile:

I haven't experienced any negative functionality with Zendesk, the user interface design is amazing, all the tools and tickets are easy to access, and the way tickets are coded is innovative and simplifies for the client as well as team members to easily follow.

Brandon R
Brandon R
Software Engineer in USA
Verifizierter Nutzer auf LinkedIn
Rundfunk, 501-1’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Query history management and aggregation by tags (content) can be done easily

4.0 vor 4 Monaten

Kommentare: Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions.

Vorteile:

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

Nachteile:

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.

Sarah
Sarah
System Administrator in USA
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Zendesk is a good helpdesk with many features

4.0 vor 6 Monaten

Kommentare: We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.

Vorteile:

It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.

Nachteile:

Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.

Denise
Denise
Marketing Specialist in USA
Verifizierter Nutzer auf LinkedIn
Marketing & Werbung, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

This helps us to better serve our customers

4.0 vor 6 Monaten

Kommentare: We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.

Vorteile:

There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.

Nachteile:

New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.

Shayla
Shayla
Human Resources Specialist in USA
Verifizierter Nutzer auf LinkedIn
Internet, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

We've reduced customer service handling time with Zendesk

4.0 vor 6 Monaten

Kommentare: Using Zendesk, our customer care representatives are able to obtain the information they need on their own. When I handle the articles, I hear nothing but good things about how this program makes my job easier and more productive. They may use slack to look for answers, and the results will be linked to relevant articles in Zendesk. Zendesk may be easily integrated with other services, such as slack.

Vorteile:

I loved Zendesk because of its features and thorough reports. However, I found it tough to use and far more difficult to produce reports than other CRMs and Helpdesks. Compared to other Helpdesks, the social analytics are similarly low. The Suite's triggers are among my favorites. One of the most important advantages for us is the sheer number of plugins and integrations available.

Nachteile:

The difficulty of creating dashboards and the amount of time it takes to do so annoy me. Because of this, the dashboard might be a bit confusing at times, with data that are out of sync.

Samuel
Samuel
Consultant in USA
Verifizierter Nutzer auf LinkedIn
Pharmazeutika, 5’001-10’000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung
Quelle: GetApp

In Betracht gezogene Alternativen:

What Customer Service Integration is Supposed to Look Like

5.0 letztes Jahr

Kommentare: My overall experience with Zendesk has been phenomenal, as our employees have taken a very big liking to it, which allows them to enjoy their jobs more, resulting in greater and more efficient work flow for the rest of the business. Zendesk's own customer service has been there when we needed them, and for that we are really thankful, (even though they are rarely needed due to the stability and ease of use of the service).

Vorteile:

What I like about Zendesk the most is that it is the organized customer service implementation software that my colleagues and I have ever used. Whether it be the instant ticket number creation following a customer inquiry, or the instant automated email sent by Zendesk to the customer whenever a ticket is created such that the customer can follow up whenever necessary, it just creates less of an issue for the customer service department which is responsible for handling concerns and complaints. The process is very streamlined, the user dashboard in unbelievably user friendly and simple to maneuver, and the pricing is much more affordable compared to other services when considering the type of product we are receiving.

Nachteile:

The only thing that Zendesk could further improve upon would be the time it takes them to implement their service into a business's existing framework for dealing with customer concerns and complaints. It is still e bit of a hassle to change digital customer service platforms from another provider to Zendesk, (and I feel Zendesk has more of a role to play in this transition), but it definitely is something that can be worked on and improved. Once the service is implemented, however, you definitely begin to see why it is worth it.

Oscar
Oscar
Manager in Mexiko
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Zendesk = Great help desk

5.0 letztes Jahr

Kommentare: We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

Vorteile:

It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets. For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

Nachteile:

The licensing scheme could improve. In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

Cody
Business Analyst in USA
Informationsdienst, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Modern customer facing companies need a modern customer facing solution

5.0 letztes Jahr

Vorteile:

The format of the ticket interface lends its self to serving email based communications very well. At a glance I can easily see all tickets sent by a specific requester or business and prioritize based on the severity of the issues being described. The help center and chat button that can be integrated into custom applications can be a game changer when it comes to self service. Inbound and outbound call recordings are super critical especially for our finance team to ensure we have a reliable means of keeping proof of what was said.

Nachteile:

The cost is ever increasing while they shift features away from lower tiers and pay wall them behind more expensive tiers of their service. We used to have rich analytics with Gooddata. Since they moved to building their own analytics add in a company has to be at a minimum tier of Zendesk and then purchase the Explore add in. From there someone needs to familiarize themselves with the add in service and create the data sets they need. Zendesk's own support team's response time has become abysmal. It takes weeks to hear back from anyone despite adding words like "urgent" "critical" "time sensitive" in the subject line and the body. If you're get a response, you just hope it's comprehensive enough to solve the problem on the first try, but more often than not the support agents miss the point or gloss over the issue and provide a support article that doesn't help solve the issue. Getting tickets escalated to a higher tier on complex issues can take months to achieve. This is all very ironic from a company making money hand over fist and yet can't keep up with customer support demands.

Giovanni
People Solutions Senior Specialist in Thailand
Informationstechnologie & -dienste, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Zendesk is an intuitive and reliable CRM tool.

4.0 vor 2 Jahren

Kommentare: Zendesk is our ticketing platform at present. Again, it helps us connect with our employees who need assistance whenever necessary. Another feature of the software is it can host a page containing a library of helpful articles and documentation for our customers. These articles can also have secured visibility by assigning user segments allowing us to manage effectively.

Vorteile:

Zendesk is quite easy to implement and is reliable. It is able to support what we needed in our organization for providing support to our customers (mainly our employees) in the HR space. At present, we implemented to support the employees' entire life cycle from recruitment to termination and even post-termination. Zendesk has the capability to integrate with other systems like Workday through APIs, where we can manage user creation, updates, deletion, and ticket management. They also have a built-in analytics feature where we can build queries and dashboards within Zendesk, enabling us to do ticket analyses and handle SLAs to improve our customer satisfaction.

Nachteile:

The pricing is relatively high, given the limitations that Zendesk can provide, especially the licensing costs. We also experienced difficulties in reaching out to technical support. There were multiple times that the technical support would say that what we're asking for is not technically possible, but our developers were able to find the solution ourselves. Moreover, they don't have a way to support escalations whenever necessary. In managing security through user segments, the logical functions are quite limited which makes it hard for us to create complex rules.

Chakkrit
People Technology Junior Analyst in Thailand
Informationsdienst, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Zendesk is a powerful CRM tool that totally worth the price.

5.0 vor 2 Jahren

Kommentare: Zendesk provides a good ticket management system, knowledge base platform (hosting documents) with security-based permissions and insights. Comparing to competitors such as Freshdesk or Jira, even though they are cheaper, they can't provide the functionalities that Zendesk provides. Zendesk allows us to perfectly track our cases, analyze the performance through insights allowing us to understand what we have to improve in order to improve our customer CSAT.

Vorteile:

I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors. Zendesk allows customizable business flow, analytic capabilities, and a knowledge base platform that can be utilized for operational optimization. Zendesk is also capable of integrating with other systems such as Workday through API.

Nachteile:

Sometimes, I felt that Zendesk has a lot of limitations. For example, when creating business rules, you cannot use the AND and OR function, it's either AND or OR per one business rule. When utilizing Zendesk for internal use, Zendesk still lacks lots of functions such as conversation history, child-ticket, and etc. Even though some of them are already available on Zendesk Marketplace, these add-ons should be free rather than asking us to pay extra for them. Also, the technical customer support is not that useful. Zendesk pride in having 24-hours technical customer support when compared to competitors but out of 10 cases that I asked for, only 1 or 2 cases the technical customer support could help me. Most of the time, our team fixed the issue by ourselves.

Christiane
Christiane
Customer Support Team Lead in Brasilien
Verifizierter Nutzer auf LinkedIn
Finanzdienstleistungen, 501-1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

A lot of features and fast and easy to use ticket system

5.0 vor 2 Jahren

Kommentare: Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Vorteile:

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Nachteile:

It can be very complex/difficult at certain point due all the features that they offer.

Govindraj
Head of Support in Indien
Gastgewerbe, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Productivity and Efficient Support tool

5.0 vor 2 Jahren

Kommentare: We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software

Vorteile:

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Nachteile:

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.

Verifizierter Rezensent
QA Engineer in USA
Verifizierter Nutzer auf LinkedIn
Luxusgüter & Schmuck, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Recommended if you have high volumes of support tickets

4.0 vor 3 Jahren

Kommentare: While there are a couple of issues with Zendesk, overall I find it a far preferable option to dealing with these tickets through e-mail, Slack, or a personal basis (barring cases where this would be the better solution). If you are getting enough volume of tickets that support ticket software seems like it'd help your business, you can afford to get it.

Vorteile:

Gives you a central hub to handle support tickets (in my case, internal). Rather than handling issues faced by colleagues through e-mail or a chat program, thus, cluttering either up, you can sort it all away into a separate place. It usefully has both e-mail notification and Slack integration abilities, which means being aware right away when an issue is sent in. It also has the ability to link tickets from JIRA, so if an issue requires additional intervention from other teams, you now have that connection. Also useful is if you have some desire for anonymity (obscure/black box who specifically is handling issues), this will work far better than e-mail or Slack in providing that. There are also additional features such as stats and metrics, along with the ability to add tags to tickets, required fields, and macros to automate certain workflows. Again, if you are working extensively with handling issues of all manners, you will find Zendesk quite useful for you.

Nachteile:

While the software does a good job of providing a central hub for managing support tickets, it has a couple of improvement points. The ability to not reopen a ticket if someone is simply thanking you would be nice, and one that has been requested a while that has never been implemented. Navigating the help center where you can write articles is a bit confusing to navigate and requires specific flows to get to view vs edit mode. Furthermore, the formatting tools you are offered for creating articles are quite limited, clunky, and awkward. If you want to write anything other than very bland and simple text, you'd be better off linking to an external site with better options, such as Google Docs.

Maddie
Data Analyst in USA
Verifizierter Nutzer auf LinkedIn
Marketing & Werbung, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung
Quelle: GetApp

Communicate effectively with your customers, ¡Use Zendesk!

5.0 vor 3 Jahren

Kommentare: Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

Vorteile:

Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

Nachteile:

The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.