Anmeldelser af Zendesk Suite

Great tool to Develop a great Customer Success

Kommentarer: Our overall experience with Zendesk Suite was very pleasant, we have established a successful Customer Success team, now we are working to maintain the quality of our service.

Fordele:

This solution is really great, very easy to use and have an elegant interface. We improved our customer support tickets management as well as our internal IT tickets.

Ulemper:

One issue that they could improve is the free trial, they only offer 14 days instead of 30 days like many other companies. In addition we send a request to their Customer Support and no much help received.

Zendesk Suite: Assuring top quality customer support for our sunglass business

Kommentarer: I have had a really good overall experience with Zendesk Suite. Our business has used the program to effectively manage and close deals, prioritize and organize customer questions, and keep an eye on potential sales prospects. Our team can simply access and use the data and resources they need to deliver the best customer assistance thanks to the seamless interaction with other applications and services. The software once saved me time and allowed me to concentrate on other crucial responsibilities by rapidly detecting and resolving a client issue. This personal experience has strengthened my conviction that Zendesk Suite is a valuable resource for enhancing customer support in our sector.

Fordele:

The incredibly straightforward and user-friendly interface of Zendesk Suite is one feature I really value because it enables our staff to respond to consumer questions and issues regarding their purchases promptly and effectively. Our team's productivity has increased dramatically as a result of this ease of use, and we are now able to give our customers better service. We can administer Zendesk Support Suite in more sophisticated ways, including adjusting the permissions of certain users, thanks to the extra administration options. It also has a vast integration with our platform.

Ulemper:

The customization restrictions of Zendesk Suite are one feature I find annoying. Advanced features like Regex are absent. Additionally, less complex automation rules such executing triggers that are established for a specific time period. Again, there aren't many search options, which makes it difficult for customers to find a specific ticket.

Dissapointing experience

Kommentarer: Upon the questionnaire of more than 80 people in the department regarding Agent Workspace, we received zero positive reviews, and 10% of agents replied that they would consider quitting the company if the service remains working like that. For that price, the service is not worth recommending, and if you did not yet decide wherever Zendesk is for you, we would advise reviewing other companies.

Fordele:

Wide variety of services: HelpCenter, chats, e-mails, there are a lot of integrations. But while there are many services, and we do appreciate their stability, the mistakes and bugs will not be addressed, and you will be completely trapped with those issues.

Ulemper:

-Regardless of how much you pay, your feedback will be ignored, even if it is widely supported by the community.-Zendesk forces you to transfer to their new system, “Agent Workspace,” which lacks major features that are present in the Classic Chat Widget. Despite any arguments, they took the position, “We will not update the old system, so transfer to the new.” When transferring to the new system, Zendesk lacks attention, understanding, and proper support. Agent workspace does not work as promised (later, more on that). -Horrible support. I cannot emphasize that enough, but every manager in my team constantly complains about the inattentiveness and lack of basic comprehension abilities of Zendesk managers. Unless you involve your personal manager (who does not answer support questions), your issues will be paid zero attention to. They will not accept any feedback. Most importantly: if the question cannot be answered with a link or a shortcut, the support team forwards your issue to tickets. Moreover, in 30% of cases, support will resolve the tickets without giving your replies. As a support manager of many years, I cannot imagine the level of disregard for a paying customer who needed to close the requests without a reply. -Agent workspace: slow performance. Translation does not work on mobile SDK. Skillbase routing doesn't work, inconsistent ticketing system, and an inconsistent tag system.

Zendesk Suite: The Ultimate Customer Support Tool

Kommentarer: In my overall experience with Zendesk Suite, it has been a game-changer for my business, resolving critical pain points and delivering a range of benefits. As a small business owner, I faced several challenges in managing customer support effectively, but Zendesk Suite has transformed the way I interact with my customers and streamlined my support operations.Firstly, Zendesk Suite's multichannel support has been a lifesaver. With the ability to manage customer queries and issues across email, live chat, social media, and phone, I can meet my customers wherever they prefer to reach out. This has significantly improved customer satisfaction and response times, as I can provide timely assistance on their preferred platforms.Another standout benefit is the integrated knowledge base offered by the Suite's Guide module. Creating and publishing help articles and FAQs has empowered my customers to find answers on their own, reducing the strain on my support team. This self-service option has not only saved time for both my customers and staff but has also improved customer engagement and empowered my customers to troubleshoot common issues independently.Furthermore, Zendesk Suite has helped me gain valuable insights into my support operations through its reporting and analytics capabilities. With Explore, I can track key metrics, monitor agent performance, and identify trends to make data-driven decisions. This has enabled me to optimize my support processes, allocate resources

Fordele:

1. Support Across Different Channels: One of the things users really love about Zendesk Suite is how it lets businesses provide support through various channels. Whether it's email, live chat, social media, or even phone, the Suite has got you covered. This means customers can reach out for help using their preferred method, making it easier and more convenient for them to get the assistance they need.2. Easy-to-Access Knowledge Base: Another great feature of Zendesk Suite is its integrated knowledge base, called Guide. This is like a virtual library where businesses can create and publish helpful articles, FAQs, and other resources. Customers can then access this knowledge base to find answers to their questions and solve problems on their own. It's like having a self-service option that puts the power in the hands of the customers, saving them time and reducing the need for direct support.

Ulemper:

1. Complexity of Setup and Configuration: One common complaint is that the initial setup and configuration process of Zendesk Suite can be quite complex and time-consuming. Some users have expressed frustration with the learning curve involved in getting the system up and running according to their specific needs. It may require technical expertise or assistance to fully optimize and customize the Suite to align with their business requirements.2. Pricing and Cost Structure: Another concern raised by some users is the pricing and cost structure of Zendesk Suite. While it offers a comprehensive set of features, some users find the pricing plans to be on the higher side, particularly for smaller businesses or startups with limited budgets. The pricing tiers and add-on costs for additional features or user licenses can be perceived as a barrier for some organizations.

Efficient and Versatile

Kommentarer: Ticket management, live chat, call center integration, and knowledge base management but also the ability to customize the software to fit specific needs is a major bonus! :)

Fordele:

Ease of use and intuitive interface, which makes it easy for agents to navigate and resolve customer issues quickly, and the help and customer support Zendesk offers.

Ulemper:

The price can be steep for young companies, but the ROI is worth it.

Very well made software, easy & convenient.

Kommentarer: My overall experience was excellent. Zendesk is a very solid and well made software that's easy to use and convenient.

Fordele:

It's easy to use and navigate. It never had any issues such as glitches or major problems. It was very easy to access saved/past information and customer service was always responsive.

Ulemper:

Having more support to test demos for additional products as the team was able to answer questions but for training purposes it was a bit limited.

The ideal tool for customer service is Zendesk.

Kommentarer: I'm using Zendesk since 7 months.

Fordele:

This tool performs incredibly well while giving clients a favourable response. We may use the macros and give the customer the resolution. Utilizing the tool is not stressful. Additionally, we can file emails in accordance with responses, much like open or pending tickets.

Ulemper:

Nothing to dislike, Everything is perfect in Zendesk to provide a better resolution to the customer.

Streamline Customer Support with Zendesk Suite

Kommentarer: I had the chance to work with Zendesk Suite while a TI intern at the university and discovered it to be a useful tool for handling customer service issues. It was simple to use and easy to customize to the demands of our business because to its wide customization options and straightforward interface.

Fordele:

With its helpdesk, chat, phone, and social media channels, Zendesk Suite provides an all-inclusive customer support solution. Businesses may track performance and customer satisfaction using the software's handy reporting and analytics features. It is simple to set up and operate thanks to its user-friendly interface and customization possibilities.

Ulemper:

The restricted software integrations of Zendesk Suite could be a negative. Although it can integrate with well-known tools like Salesforce and Slack, other customer support software may offer more flexible integration options. Additionally, smaller businesses might not be able to afford the pricing.

Definitely Recommend

Fordele:

I love that Zendesk is easy to use, is very organized for the user, and the reporting is in depth.

Ulemper:

The one thing I like the least about Zendesk is the reporting and reporting dashboard setup is time consuming and somewhat difficult.

The best way to stay in touch with my clients

Fordele:

I was receiving a ton of tickets and had been crazy about that, after start with Zendesk i discovered the besg way to organize my clients claims and provide satisfaction to everyone, for my is crucial that, because I have a subscription business model and need my clients feel happy. I highly recommend it.

Ulemper:

I don't really have anything against the solution, so far is the best I ever had.

Zendesk Suite offers Comprehensive Support Solutions

Kommentarer: We have been using Zendesk Suite for several months now and are very pleased with the results. The platform is easy to use and configure, and the reporting tools allow us to quickly identify areas where our customer service can be improved. The cost of the platform is quite steep, but we feel it is worth it given the comprehensive features and support solutions it provides.

Fordele:

Zendesk Suite offers a comprehensive suite of support solutions that make it easy to manage customer inquiries. The platform is extremely configurable, allowing for custom workflows and automation to be tailored to the exact needs of the business. The reporting tools are excellent and provide insights into how customer requests are being handled, allowing for proactive problem-solving.

Ulemper:

The initial setup of the platform can be time-consuming and complex, especially for businesses with a large customer base. The platform can also be expensive for businesses with a limited budget.

Zendesk - Robust Ticketing Software

Kommentarer: We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Fordele:

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Ulemper:

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

Easy Inter-team Communication and Customer History

Kommentarer: I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.

Fordele:

Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.

Ulemper:

There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.

Need help from Zendesk? Forget it. Don't even bother.

Kommentarer: Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Fordele:

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Ulemper:

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

Has a Lot, but Surprised By What it Lacks

Kommentarer: Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there.

Fordele:

The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators.

Ulemper:

The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.

Cost More While Providing Less Than Competitors

Kommentarer: For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket. They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.

Fordele:

I had a good laugh when they advised me to use Google search instead of their own search tool.

Ulemper:

The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.

Experience after 2 years of useing Zendesk

Kommentarer: The worst Customer Support!
Their product appears to provide so much, but it's so convoluted that it's nearly impossible for new customers to set up without assistance from the firm. However, whenever we met with someone who managed our account, we expressed our worries about not knowing how to perform certain things. What would be the reactions? "I'll email you Zendesk support articles." Okay, I've been Googling it and plainly it hasn't helped, which is why I'm requesting assistance from a Zendesk representative. We were advised that if we stated that we needed additional assistance, we would have to pay a large sum of money to have a specialized person assist us. We're already paying so much to utilize your platform, which has so many technical issues; at the very least, provide some sort of help.
Needless to say, we left after 2 years of struggling to use their platform. Thanks for never helping.

Fordele:

Zendesk is a platform for enhancing customer experience, constantly improving customer satisfaction to the next level and leading in Omni-channel solutions in the world.

Ulemper:

As a client of multiple firms who is frequently compelled to interact with Zendesk, I can only say that my heart sinks when I realize I'm talking with a Zendesk representative rather than an actual staff member. They are really sluggish, they are dealing with numerous people at once and expect you to wait while Zendesk makes money, they don't answer your questions, they don't know their thing, and they are frequently unpleasant. I now buy elsewhere if I see a company using Zendesk and that's what I have to deal with in terms of customer support. If Zendesk is involved, it's simply too unpleasant and time-consuming.

It's what everybody's doing

Kommentarer: Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Fordele:

Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Ulemper:

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Recommended if you have high volumes of support tickets

Kommentarer: 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.

Fordele:

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.

Ulemper:

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.

Transforming Customer Suppor

Kommentarer: My overall experience with Zendesk Suite has been very positive. As a user of the software, I have found that it provides an effective solution for managing customer support interactions. I appreciate most about Zendesk Suite is its user-friendly interface.Zendesk Suite has a variety of automation tools that can help streamline support processes, such as routing tickets to the correct support agent or sending out automatic responses to frequently asked questions.

Fordele:

I can confidently say that this software is a game-changer in the world of customer support. The suite of tools and features provided by Zendesk makes it easy to manage customer support requests and interactions, making it a must-have tool for any business.Zendesk Suite is the ease of use and the user-friendly interface. The software is designed to make it easy for support agents to manage customer requests and inquiries efficiently. The dashboard provides a clear view of all support tickets and enables agents to respond quickly and effectively. This has improved our ability to handle a large volume of customer inquiries and resolve them in a timely manner.Another feature that I found very helpful is the automation capabilities of the software. Zendesk Suite has a variety of automation tools that can help streamline support processes, such as routing tickets to the correct support agent or sending out automatic responses to frequently asked questions. This saves a lot of time and resources for the support team and ensures that customers receive a prompt response to their inquiries.Zendesk Suite also has powerful reporting and analytics tools that allow me to track the performance of our support team and identify areas that need improvement. This has helped us to optimize our support processes and improve the overall customer experience.In conclusion, Zendesk Suite is an excellent software for managing customer support requests and interactions.

Ulemper:

I have had a positive experience using Zendesk Suite, there are a few areas where I think the software could be improved.One area where I think Zendesk Suite could be better is in its pricing structure. The software can be quite expensive, especially for small businesses or startups. While the suite of tools and features provided by Zendesk is certainly valuable, the cost may be prohibitive for some organizations.Another area where Zendesk Suite could be improved is in the customization of the user interface. While the interface is user-friendly, it would be helpful to have more options for customizing the look and feel of the software to match the branding of the organization.Finally, while Zendesk Suite does have a variety of automation tools, some of them can be complex to set up and use effectively. It would be helpful if the software provided more guidance or tutorials for setting up automation rules and triggers.Overall, these are relatively minor criticisms of Zendesk Suite. The software remains a powerful and valuable tool for managing customer support interactions, and the benefits it provides far outweigh any drawbacks. With its ease of use, automation capabilities, and reporting tools, Zendesk Suite is an essential tool for any organization that wants to provide excellent customer support.

Stay Away

Kommentarer: Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.

Fordele:

At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Ulemper:

Their chat software will consume the life out of your website performance.

Communicate effectively with your customers, ¡Use Zendesk!

Kommentarer: 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.

Fordele:

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.

Ulemper:

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.

Zendesk Suite: A Comprehensive and User-Friendly Customer Service Solution"

Fordele:

One of the things I like most about Zendesk Suite is its ability to centralize and streamline customer service operations. Zendesk Suite offers a wide range of features such as helpdesk ticketing, live chat, phone support, self-service portals, and more, which allows businesses to manage customer interactions across multiple channels. This makes it easy for businesses to provide fast, efficient and personal customer service, which can be particularly important for businesses that rely on customer loyalty

Ulemper:

One thing I like least about Zendesk Suite is that it could be a bit overwhelming for new users, as it offers a wide range of features and functionalities. It can take some time to learn how to use all of them effectively. This can be a challenge for businesses with limited time or resources to invest in training their staff.Another aspect that could be considered a downside is that Zendesk Suite is a subscription-based service, which means that businesses will need to pay a monthly or annual fee to access all its features. While the pricing is reasonable, it may not be a good fit for small businesses or organizations that don't need all the features that Zendesk Suite offers.Lastly, it's worth mentioning that Zendesk Suite relies on a stable internet connection to function properly, so if the internet connection is weak or unreliable, it can cause problems such as slow performance, dropped connections or even lost data.Overall, while Zendesk Suite is a powerful and user-friendly customer service solution, it may not be the best fit for all businesses or organizations. It's important for users to carefully consider their specific needs and preferences before deciding to use the service.

Comprehensive Customer Service Platform with Robust Features and User-Friendly Interface

Kommentarer: Zendesk Suite is a comprehensive customer service platform that offers a range of tools for managing customer interactions across multiple channels. With robust analytics and reporting capabilities, automation and workflow tools, and a user-friendly interface, it's an excellent choice for businesses looking to improve their customer support operations. However, the platform may not be as customizable or flexible as some other customer service solutions on the market, and the pricing may be relatively high for smaller businesses. Nonetheless, Zendesk Suite remains a top-rated platform in the customer service space, offering a range of features and capabilities that make it a strong contender for businesses of all sizes.

Fordele:

•Comprehensive customer service platform that offers a range of tools for managing customer interactions across multiple channels.•Robust analytics and reporting capabilities enable users to track key metrics and measure the effectiveness of their support operations.•Automation and workflow tools can help streamline processes and reduce agent workload.•User-friendly interface that is easy to navigate and customize.•Extensive knowledge base and community support resources available to users.

Ulemper:

•Steep learning curve, especially for users with limited technical expertise.•Pricing can be relatively high compared to some other customer service platforms on the market, which may not be suitable for smaller businesses with limited budgets.•Some users have reported issues with system performance and reliability.•The platform may not be as flexible or customizable as some other customer service solutions on the market.•Limited customization options for reporting and analytics, which may not meet the needs of more advanced users.

A Multipurpose Customer Service Management Tool

Fordele:

This software allows me to take calls, handle tickets, handle chats and review my internal resources in one place! Different departments have different queues to keep everyone's work separated and with a quick switch of an assignee, you can escalate or deescalate tickets as needed. The software allows the creation of macros/canned responses that can be limited to specific teams but are easily accessible whether it be for a ticket or a chat. The phone call plug in and chat plug ins are easily accessible as well, and can be deactivated for users who should not have access to those features. The chat and phone call notifications are loud and consistent so an agent won't ever miss a service request (unless due to negligence or poor connection). You can customize how many chats an agent should handle at a time and how long an agent can get 'wrap up' time after a call. Tickets are automatically populated after a phone call or chat has been established so an agent can follow up with a customer after they've spoken with them in real time. Other features of Zendesk that I like is it can be used as a help center for FAQs and an onboarding site. So you can use it for job postings to outline the criteria for jobs or gigs and for the application.

Ulemper:

I dislike that this software does not come with its own dark mode feature. All software are integrating that feature into their UI but Zendesk dark mode features can only be accessed through third party developers, some of whom are trying to charge exorbitant amounts per account.