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Anmeldelser af Zendesk Suite

4,4 (3.848)

Om Zendesk Suite

Zendesk er en komplet kundeserviceløsning, der er nem at bruge og kan tilpasses den enkelte virksomhed.

Læs mere om Zendesk Suite

Fordele:

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

Ulemper:

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

Bedømmelse af Zendesk Suite

Gennemsnitlig score

Brugervenlighed
4,3
Kundeservice
4,3
Egenskaber
4,4
Værdi for pengene
4,2

Sandsynlighed for anbefaling

8,2/10

Zendesk Suite har en gennemsnitlig vurdering på 4,4 ud af 5 stjerner baseret på 3.848 brugeranmeldelser på Capterra.

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Filtrer anmeldelser (3.848)

Oscar
Oscar
Manager i Mexico
Bekræftet LinkedIn-bruger
Informationsteknologi og -tjenester, 11-50 medarbejdere
Har anvendt softwaren til: Over 2 år
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Zendesk = Great help desk

5,0 for 2 år siden

Kommentarer: 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.

Fordele:

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.

Ulemper:

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.

Pat
Pat
Customer Support Manager i USA
Bekræftet LinkedIn-bruger
Musik, 51-200 medarbejdere
Har anvendt softwaren til: Over 2 år
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Efficient and practical: Great but a bit pricey

4,0 for 6 måneder siden

Kommentarer: Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents.

Fordele:

Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities.

Ulemper:

Call feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers.

Pamela
Agent i Den Dominikanske Republik
Forbrugertjenester, 1.001-5.000 medarbejdere
Har anvendt softwaren til: 6-12 måneder
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Zendesk is great for Support Ticket Management

5,0 sidste uge Nyt

Kommentarer: To be honest, the overall experience after using Zendesk in our department has been great! We are always on top of our metrics and this is mostly because the platform helps us run our business smoothly. Ticket Automation and being able to customize our ticket system so it can fit our specific needs is one of its best features.

Fordele:

As a customer support representative, I've worked with Zendesk for over 12 months now and it's been an excellent experience. First off, I'd like to stand out for its user-friendly interface, It's very simple. I would say it's almost intuitive. Which allows you to familiarize yourself with the product right away. Additionally, since we're always trying to provide a first contact resolution, it helps that we can assign tickets to specialized agents and place a higher priority for a faster resolution.

Ulemper:

At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then very seldom, it will not show the agents working the ticket and both agents can post an internal note in the same ticket.

Matt
CEO i Australien
Uddannelsesstyring, 11-50 medarbejdere
Har anvendt softwaren til: 1-5 måneder
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CX solution

1,0 sidste måned Nyt

Kommentarer: Very poor. Don't bother with the trials, go and look at something else.

Fordele:

Not many at all, the agents don't seem to have much interest

Ulemper:

Ironic that a company trying to sell software for CX, is so poor with their own service

Andrew
Andrew
Chief Executive Officer i USA
Bekræftet LinkedIn-bruger
Computersoftware, 11-50 medarbejdere
Har anvendt softwaren til: Over 2 år
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Great System for Support Ticket Management

4,0 for 4 måneder siden

Kommentarer: Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes.

Fordele:

Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow.

Ulemper:

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

Wijnand
Technical Consultant i Nederlandene
Informationsteknologi og -tjenester, 11-50 medarbejdere
Har anvendt softwaren til: 6-12 måneder
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An old-fashioned customer-friendly product

4,0 for 2 måneder siden Nyt

Kommentarer: Zendesk feels user- and customer friendly, you profit from an accessible knowledge base but for a growing SaaS company we feel like there could be improvement in supporting more extensive workflows, processes and ITSM-aspects.

Fordele:

I like that customers can easily profit from the knowledge base which helps reducing the amount of incoming tickets but also the simple things as replying, changing the ticket status and reading formatted text is so much easier. By the way, also you don't get easily lost in big threads.

Ulemper:

There isn't a full Self-Service Portal like other ITSM-tools and there is limited functionality to enable decision-makers and leaders to have control over their Change Management process.

Lena
Head of Customer Support i Nordmakedonien
Hasard og kasinoer, 11-50 medarbejdere
Har anvendt softwaren til: Over 1 år
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Nice tool for tracking KPIs

4,0 for 2 måneder siden Nyt

Fordele:

It's great for generating KPI reports since it offers tracking on both team and individual levels. The UI is nice and easy to use, and even people with no experience can learn to use it in a few days. I used this platform in my previous company and now I'm on my way to launch my own, so if everything goes well, I would come back.

Ulemper:

Option to add more folders in the ticketing system.

Scott
Marketing Director i USA
Byggeri, 11-50 medarbejdere
Har anvendt softwaren til: Over 2 år
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Good Solution For Growing E-Commerce Company

5,0 sidste måned Nyt

Fordele:

Zendesk offered us a complete solution to manage our customer service experience.

Ulemper:

We used a recommended implementation partner from Zendesk and our experience was less than desired.

Fletcher
Agency Principal i USA
Forsikring, 2-10 medarbejdere
Har anvendt softwaren til: Over 1 år
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Zendesk is great for Chat and Call Center Services

5,0 for 2 måneder siden Nyt

Kommentarer: Great overall product and experience. 5 stars. Highly recommended!

Fordele:

Easy implementation and robust features. We love the real-time updates!

Ulemper:

Hard to get in touch with Customer Support after initial implementation

Sheri
Senior Payroll Accountant i USA
Ejendomshandel, 1.001-5.000 medarbejdere
Har anvendt softwaren til: Over 2 år
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Zendesk Suite

5,0 for 2 måneder siden Nyt

Fordele:

The tickets are forwarded to email automatically.

Ulemper:

Replies made in ZenDesk directly do not get sent via email.

Justin
Digital Marketing Specialist i USA
Retspraksis, 51-200 medarbejdere
Har anvendt softwaren til: 1-5 måneder
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Has a Lot, but Surprised By What it Lacks

4,0 for 4 år siden

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.

Chakkrit
People Technology Junior Analyst i Thailand
Informationstjenester, 1.001-5.000 medarbejdere
Har anvendt softwaren til: Over 2 år
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Zendesk is a powerful CRM tool that totally worth the price.

5,0 for 3 år siden

Kommentarer: 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.

Fordele:

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.

Ulemper:

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.

Shayla
Shayla
Human Resources Specialist i USA
Bekræftet LinkedIn-bruger
Internet, 1.001-5.000 medarbejdere
Har anvendt softwaren til: Over 2 år
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We've reduced customer service handling time with Zendesk

4,0 for 2 år siden

Kommentarer: 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.

Fordele:

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.

Ulemper:

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.

Brandon R
Brandon R
Software Engineer i USA
Bekræftet LinkedIn-bruger
Trådløs, 501-1.000 medarbejdere
Har anvendt softwaren til: Over 1 år
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Query history management and aggregation by tags (content) can be done easily

4,0 for 2 år siden

Kommentarer: 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.

Fordele:

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.

Ulemper:

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.

Benjamin
VP Operations and Technology i Canada
Computersoftware, 11-50 medarbejdere
Har anvendt softwaren til: Over 2 år
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Overvejede alternativer:

Solid System to Capture Customer Emails and Calls

4,0 sidste år

Kommentarer: 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.

Fordele:

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.

Ulemper:

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!).

Samuel
Senior Manager i Østrig
Fritid, rejser og turisme, 51-200 medarbejdere
Har anvendt softwaren til: Over 2 år
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Efficient and Versatile

5,0 for 11 måneder siden

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.

Kendall
Human Resources Generalist i USA
Hotel og restauration, 5.001-10.000 medarbejdere
Har anvendt softwaren til: Over 1 år
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An excellent customer support software is Zendesk

4,0 for 7 måneder siden

Kommentarer: Extremely simple to set up and begin using immediately. The agents are really enthusiastic about it and have accepted it quickly. Super user-friendly and packed with options. Excellent for plugging into preexisting infrastructure and developing bespoke APIs.

Fordele:

Zendesk is more refined than its competitors, Help Scout and Vantive. It's more feature-rich, and its user interface is pleasant to look at and use. Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients.

Ulemper:

I prefer learning in the here-and-now, but they only offer materials for independent study. There is no personalized training, and I have to put in more time studying than I have available. Given the high cost of this software, I would have anticipated some sort of orientation.

Mike
IT Administrator i USA
Hospitals- og sundhedsvæsenet, 201-500 medarbejdere
Har anvendt softwaren til: Over 1 år
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Zendesk for calling only can be difficult

3,0 for 3 år siden

Kommentarer: It did the job we needed it to do until we found a better option.

Fordele:

At first I didn't have so many issues with the software because I thought that's the best we can do, I've been using Zendesk for other features at other jobs and they have a long standing good name. But when I discovered the cost we were paying and the service (or lack thereof) we were getting, I found another option that works much better for us. Zendesk does a decent job at calling, but we often had issues and lost service and when we asked it was always a Twillio issue. Talkdesk also uses Twillio, they all do, and in a year using Talkdesk we haven't had a single outage. I think Zendesk has it's strength in the market, their ticket system and customer helpdesk software is outstanding, just not sure the calling feature is their biggest strength.

Ulemper:

It was glitchy, had issues connecting, staff has trouble using it, but mainly it was VERY expensive!

Erica D.
Erica D.
Director Of Administration i USA
Bekræftet LinkedIn-bruger
E-læring, 2-10 medarbejdere
Har anvendt softwaren til: Over 2 år
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Great software, terrible support (ironically); Hope you don't have to leave

4,0 for 5 år siden

Kommentarer: Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Fordele:

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Ulemper:

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

Bekræftet anmelder
Bekræftet LinkedIn-bruger
Luksusvarer og smykker, 201-500 medarbejdere
Har anvendt softwaren til: Over 1 år
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Recommended if you have high volumes of support tickets

4,0 for 4 år siden

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.

Victoria
HRIS Specialist i USA
Aviser, 1.001-5.000 medarbejdere
Har anvendt softwaren til: Over 2 år
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Zendesk - The Great Customer Service Management Tool

5,0 for 4 måneder siden

Kommentarer: Overall positive. I liked being an admin greatly as well as I like being a user submitting my concerns to different companies and brands. Seeing them use Zendesk makes me feel good knowing they are using a trustworthy product. I also know if they don't respond easily it must be on them as a company, as everything is tracked, such as time and date, so it is easy to set TTR metrics using this product.

Fordele:

SO EASY TO USE! Every time someone needed something they could easily submit a request and it would go straight to our team to address. Very easy to see what needs to be completed and when it was submitted to us. Additionally, it made it very easy to organize issues, by labeling all our tickets in a category such as New Hires, Terminations, Unemployment forms, Payroll related questions, technical issues, etc. I also liked that it was a giant knowledge database. I could go back to past tickets and see how it was handled and respond in a similar way.

Ulemper:

There were a few times (RARELY) that it didn't work so we could not do our job at all and support our employees. It was our MAIN form of contact with our employees and we had employees all over the USA. We mainly used Zen Desk for getting tickets from our employees, along with state agencies specifically during COVID when unemployment was high, and tried to solve all their problems and act as the MAIN line of support. When it was not up and running it made this difficult.

Samuel
Samuel
Consultant i USA
Bekræftet LinkedIn-bruger
Lægemidler, 5.001-10.000 medarbejdere
Har anvendt softwaren til: 6-12 måneder
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Kilde: GetApp

Overvejede alternativer:

What Customer Service Integration is Supposed to Look Like

5,0 for 2 år siden

Kommentarer: 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).

Fordele:

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.

Ulemper:

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.

Abdul Rauf
Education i Ghana
Uddannelsesstyring, 2-10 medarbejdere
Har anvendt softwaren til: Over 1 år
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Educational Management

4,0 for 12 måneder siden

Kommentarer: My general experience has been perfect, it makes my work exceptionally simple with regards to giving client support and approach client information to all the more likely help. I enthusiastically suggest!All in all, Zendesk Suite is a useful asset for overseeing client care tasks. Its broad highlights, including call logging, call directing, continuous endlessly talk records, make it a thorough answer for smoothing out client collaborations. While it very well might be delayed on occasion, the general involvement in Zendesk Suite has been positive, giving a solid and effective method for overseeing client service

Fordele:

I love that its exceptionally easy to understand to utilize promotion simple to oversee undertakings. I love the connection point make it simple to get tickets taken care of and give the best client support to my work.Also, I like that we could get it completely associated with our inward programming and data set. Permitting the frameworks to convey among themselves and ensuring no basic snippet of data is lost.Finally, I have viewed it as a significant resource for overseeing client support tasks. The continuous shopper confronting talk and call steering highlights have enormously affected my work, permitting me to rapidly answer client requests and smooth out call the board. The stage is easy to understand and simple to utilize, simplifying it for me to get to the apparatuses I want. Moreover, Zendesk Suite is effectively incorporated with my current business processes, which has further developed my client assistance tasks. Generally speaking, I view Zendesk Suite as a thorough and significant client care stage.

Ulemper:

As a result of the continuous remodels, Zendesk is doing to their product, a few choices in settings are not legitimately set under the choices they ought to be. For instance, you might be changing a possibility for a client, so you go to Settings and afterward to Clients, yet you understand to roll out that improvement, you need to go through a very surprising arrangement of steps when legitimately, the choices ought to be where you originally went.

Bekræftet anmelder
Bekræftet LinkedIn-bruger
Computersoftware, 201-500 medarbejdere
Har anvendt softwaren til: Over 1 år
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Great tool for customer support

4,0 for 4 år siden

Kommentarer: Zendesk has been an amazing tool! You have all the options you need to work more efficiently and as part of a team. It has so many features that you never stop finding new options to improve the work in the team. It is user friendly and it has a clear interface. You just need to take your time to find and learn how to apply all the features to your everyday taks. I will definitely recommend it!

Fordele:

It took me a while to get to know more than the basic features in this platform, and once I did I loved it. You can easily create macros, these are templates for emails or replies that you usually send. Using this feature you don't need to write all over again everytime you need to reply the same you can just find it there. You can create a lot of them and name them easily to find them later. You can even use tags to add the name of the user or any detail you may need. The other feature I use the most because we are several people in my team, is the option to assign tickets to other users. This ways you can 'send' a ticket to a colleague for him or her to reply or check it for you. It has SO many options that there is no way to name them all, and they are all super useful! The system can even detect the language of the message and assign it automatically to the member of the team that works with that language!

Ulemper:

I am not sure I can say this is a negative thing. But I would like to see more video tutorials on how to use specific features and how they may apply to your team and company. There are a lot of help pages, but in order to find specific things you usually need to contact customer support, which is not bad, it just takes extra time.

Steve
CTO i USA
Computersoftware, 2-10 medarbejdere
Har anvendt softwaren til: Over 2 år
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Must have app for support

5,0 for 5 år siden

Kommentarer: We are using Zendesk for all support and it has been great. Our customers view us as a big company and we are a small company. We love Zendesk talk as it has saved us from implementing a phone system.

Fordele:

Integrated channel support. The ability to have customers interact seamlessly via chat, email and voice.

Ulemper:

Would like greater interaction with account managers. We want to get the most out of the software but for the most part we have to figure that out on our own.