- Nice GUI
- Easy filtering
- Easy to see how a certain issue was handled and communicated to the customer
- I'd like to immediately see "my issues" on top
- i'd like it to auto-remember where I left it
- GUI still little clustered.
it's less good in helping you focus on new items, or only "your" cases.
- Organize help tickets
- Keep customer up-to-date
- Allow experts in different fields to handle certain clients
- Integration into SFDC could be better
- While you could have canned responses the ability to easily share was not clear at the beginning in order to share best practices if they were personal responses vs. public.
- It worked seamlessly with my email account.
- I was able to mark whether or not an order was fulfilled or pending.
- I was previously only handling requests via email, Zendesk helped put things in order for me.
- Notification feature to your email when something hasn’t been addressed that you may have missed.
- The support ticketing can sometimes get confusing at first glance if you are new to a this kind of program.
- I do not enjoy when others in the organization were able to interrupt or answer a customer. I think roles should be able to be assigned and only designated to the person who is helping accisplercumless otherwise said.
- Incoming request tracking and assignment via multiple channels
- Ticket processing and communication, macros, workflows
- Categorization and reporting
- User management
- Lots of integrations + API
- Slow UI
- Not easy or intuitive to learn, requires significant training time
- Mobile apps contain some bugs
- It is very flexible and customizable. Very fast and easy to use.
- The support levels are fantastic. Easy to submit support tickets and get help when needed.
- User experience is clean and intuitive. Does not require a lot of prior knowledge in order to set up and run effectively. The platform is very smart and dynamic.
- The mobile experience is not great. Would love to see a revamped experience that is more mobile friendly and responsive
- It is a pretty expensive solution. While it is worth the cost it doesn't come at a cheap price tag
- It's a great tool for ticketing and tracking customer interactions.
- It has a huge amount of customizability. Almost too much in some cases.
- Because every business needs to use Zendesk in their own context, the tool isn't immediately understandable. It's quite complicated in many ways.
- The biggest area for improvement would be analytics. The current Zendesk analytics platform is quite bad.
- Simple clean interface that is very easy to pick up and learn.
- Low administrative overhead which can be setup and managed without a lot of time or expense invested
- Excellent support staff that has been very responsive to questions.
I think Zendesk would probably come up short compared to something like Salesforce in a large, cross functional role where it was being used by sales, marketing, etc. It would also probably be short on features in large scale issue trend analysis. I have not attempted to use it for any of those scenarios, but it does not seem well suited to that.
- Zendesk allows us to see the life cycle of a specific customer and all of the issues they have run into.
- It enables us to quantify the issues that our customers are running into so that we can create better training materials going forward.
- The live chat option inside of Zendesk makes it easy for us to manage the conversations with our paying customers.
- The customer facing chat application is not very "pretty". I think that it could be improved upon immensely.
- Zendesk's integration with Salesforce is not very straightforward and requires a solid amount of work to set up.
- It would be great to be able to tie inquires into the company that aren't necessarily support related. For example a sales conversation request.
- Allows us to create separate access for all the different organisations we have as customers
- Provides a place for us to display FAQs and tutorials videos which can be locked down to be client specific
- Allows us to set SLA response times per client that we can easily monitor
- Standard reports as well as allowing you to build you on reports
- Out or hours set up, allows us to plug in our working hours
- Having a customer friendly app, currently, only agents can use the app
- More levels of admin access can be quite restraining
- CMS could be easier to use
- When updates are made some cause issues with macros that are set up to respond to tickets
- Easy to use. It helps to save time when solving customer tickets.
- Great integration possibilities. There are lots of ways to expand Zendesk functionality with other tools or connecting with a CRM.
- Powerful analytics.
- Reporting part is a bit slow.
- Chat window directly on our website.
- Easy to use, aesthetic and moreover affordable
- Automatic message to facilitate recurrent questions
- Sometimes when you log out it doesn't work. The service stays available on the site web even though nobody is there to answer
- Automated rules and routing to ensure the right people get the right information at the right time.
- Analytics offering allows us to track data over time and gives us extremely customizable data points to tie in with different areas of the business.
- Zendesk has multiple integrations that allow us to plug into different areas of our tech stack.
- Zendesk support hasn't always been the timeliest in follow up, or finding a resolution.
- The Community offering is extremely limited and lacks the level of customization that is present in other areas of the platform.
- The analytics might be too flexible. Can be tricky to pin point what it is exactly that you're trying to report on.
Zendesk can also be used for multiple internal request scenarios. That being said if you need to go beyond a request and resolution system you may need to work elsewhere as the collaboration efforts may not suit your need.
- Ease of system administration and set up. It's easy for administrators to set up and support Zendesk to meet the majority of business needs.
- Customer support. Zendesk provides easy accessibility and quick support when we need them the most.
- Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes.
- Limited functionality - Compared to some of the competitors out there, Zendesk has a long way to go, offering limited functionality such as advanced trigger logic, the limited use of the CC field, and the lack of integration between their chat and ticket reporting.
- Analytics - Reporting is only based off of ticket fields and hardly anything else. This makes it hard to really track agent productivity and more importantly, it is hard to integrate into your business intelligent systems.
- Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.
Due to the customizing limitations of permissions/roles, and the lesser flexibility of this system compared to some of the major players such as Salesforce, it's harder to implement for a larger organization that needs very specific configuration and individualization for their use-case/department.
Lastly, analytics isn't a strong point, and this is crucial to the success of your business when looking at ROI for utilizing this system.
We have built and optimized Zendesk instances for small departments within large companies, small business, large companies with hundreds of agents, and one of the largest Zendesk instances in existence! We helped get 80% of government Zendesk instances up and running or improved their use of the tool.
- Ticketing and Viewing tickets -- Zendesk has easy to create views which allow agents to see the tickets they need to complete their workflows. These are easily built by non-technical users and agents themselves so there is no bottleneck for IT to help when changes are needed.
- Knowledge Base -- Zendesk provides a comprehensive knowledge base tool called Guide (formerly Help Center). This allows posting of articles for customers but is also the basis of tools such as AnswerBot which attempt to deflect tickets by automatically providing customers with articles that may solve their ticket.
- API -- Zendesk has, hands down, the best API of any customer support provider, and it's right up there with the best APIs anywhere. The APIs are extremely well documented, comprehensive, and provide access to every piece of data in the Zendesk system without restriction. I'm sorry to say I can't say the same for Parature (Microsoft), Salesforce, QuickDesk, FreshDesk, or frankly ANY of the other tools we have migrated clients out of and into Zendesk.
- Advanced automation is lacking. Many functions, such as actions based on the contents of a text field, are not available in the built in automation tools. This is often a surprise to users who consider this basic functionality. Instead, custom scripts must be built to accommodate fairly simple actions.
- License cost -- many clients complain of higher licensing cost vs. competitors.
Zendesk is well suited for companies who handle primarily email and voice intake. It is not as robust for chat and social media interaction as some competitors, however, they offer all of these. If integration across all intake points is important it is worth considering. Zendesk is not well suited for heavy integration with other enterprise systems where data exchange needs to be two (or multi) directional and in real time.
- A cloud-based system means agents can work from anywhere.
- Custom reporting allows for full transparency of customer service activities and metrics.
- The ability to handle emails and customer service calls without the need of physical help center equipment helps keep overhead costs to a minimum.
- Zendesk occasionally will fail to make outbound calls inexplicably. This can be rectified by logging out and back in to the system.
- Zendesk Voice does not have the standard ability to transfer calls. This makes passing calls between departments cumbersome.
- The standard ticket statuses are limiting. The ability to customize ticket types beyond Open, On-Hold, and Pending would be welcome in maintaining an organized environment.
- They provide a low cost solution for moderate amounts of ticket traffic.
- Macro functionality offers a quick way to set up and utilize FAQ responses.
- Trigger functionality offers a pretty straight forward basic automation for moderate amounts of tickets.
- Companies with a large amount of ticket traffic will see some performance issues, hanging browser and hard refreshes needed on occasion.
- Feedback mechanism is limited and cannot be customized.
- No back-end interface to write custom reporting such as a SQL shell.
- It is designed for ease of use. Not much training has to be done for users on how to use it.
- Maintains records of each ticket worked, so technicians can easily search for previous tickets to see what the solve was and even has the ability to link that ticket to a new ticket giving the user the solution without a technician actually having to go do a hands on.
- All departments can be incorporated into Zendesk to use it also. Example: Maintenance Department can use it, the print shop, Distance Learning, Web services etc.
- A drop down menu for the user to pick from as to what area their problem is with - hardware, password, WiFi, software, virus, etc.
- Zendesk gives everyone involved simple, clear data to track and manage issues or projects. For me the greatest help has been this repository of tasks I can come to everyday without worrying about whether I've forgotten something or not.
- The basic bits of data have proven very valuable. Leveraging even the most basic data about response times, tickets all related to one specific issue, recurring areas of trouble has been and is continuing to be very encouraging.
- Being able to give our staff direction on how they can get support helps everyone feel better about how our time is being used. Going from nothing to Zendesk has taken a lot of stress off of my plate, even with the lowest package, Starter.
- The main functionality of Zendesk that has been apparently lacking to me is when a user creates a new ticket its not clear enough how they can follow along with that ticket specifically. I could see the default automated ticket creation response being focused more on allowing the creator to view that ticket online. A few users will send a new email, thus creating new tickets, before I get a chance to respond to their original ticket.
- The app feels more limited than the website. I'm not sure that it actually is, but because it seems more focused on viewing than taking action I don't use it as much. I do find that when I want to do something from the app it's usually possible, I just feel that it could be simplified in terms of common actions being forefront. More so than the standard tab bar iOS UX/UI mechanism.
- I'm not sure how you would implement this, but intercepting other support members chiming in on completed tickets or adding redundant comments.
- Integration with third party applications - We love that ZenDesk integrates with so many other tools we use as an IT Support Team. This helps us readily access everything we need from one vantage point.
- Workflow. IT help desk lives and dies by how well you can manage the workflow of issues. Both the desktop app and mobile app are extremely easy to use....allowing our staff to access and respond to issues efficiently. ZenDesk also allows us to capture 'internal' comments between our staff without exposing those to the end-user. We love keeping all of our notes together in one place.
- Automation - ZenDesk has some incredible tools to automate workflow. Both their automations and triggers help us to route and escalate certain types of issues based on the contents of the emails coming in from end users.
- ZenDesk does offer a knowledge base tool, but it is very limited. It would be great if you could lock down the knowledge base site based on incoming IP address so it could be used as an internal knowledge base without requiring your staff to login. It would also be great if ZenDesk had lower cost user license just for the knowledge base so it could be used for other purposes beyond the ticketing system.
- At the 'Regular' account level, some reports are available, but they are awkward and very limited.
- It's a little pricey.
- When you need a new feature, it is already there.
- Lots of people that you hire have already used it so they are quickly up to speed.
- A full feature set and the right automation and integration features, enough to support support staff so that the system is used to capture everything. This is a key difference: a product that gains a positive feedback loop versus one that slowly fades out of proper usage.
- Automation and customization settings and user interface.
- Mobile app.
- Email integration - the feature to forward an email into Zendesk and have it pick up the requestor from the FWD is a key enabling feature when used as an internal helpdesk.
- A broad set of integrations.
- Reporting and tracking of metrics.
- The agent user interface is good, but still needs work: there are two versions of the UI - the older version is fairly static and has too many clicks often to get common tasks done. The new interface has "tabs" inside the interface instead of taking advantage of browser tabs, and the back button cannot be used in many situations.
- The knowledge base is good, but not great: the interface is a bit clunky, more so than the other areas of the interface. Also, when using it for an internal helpdesk on a Plus account only "agent" accounts can edit articles, so internal users cannot collaborate well on knowledge-base articles.
We transferred from a highly customized front end ticketing system based on dynamics CRM 2007 to Zendesk this year. This is used by our support department /R&D/Sales to support our customers. IT allows us to service our customers and support them in the way that was needed.
- Customer contacts: can import from Salesforce
- Mobile app: excellent and easy to use
- UI: easy and intuitive to use
- Salesforce side of the app causes issues and we need to turn it off to deploy
- No easy import function: I.E no csv import, you must use the api to import and the APi only accepts one import per call.
- Due to the complication in rendering our old cases into JSON and then looping through each case individually what should have taken a few hours took 2 months,
- Need to use api's for anything fancy
Zendesk Scorecard Summary
Feature Scorecard Summary
Zendesk is a cloud-based software solution that offers help desk ticketing, issue tracking, and customer service support. It integrates with dozens of content management systems, customer relationship management tools, and web apps. Features include hosted support email-ticket integration, online forums, RSS and widgets.
Pricing starts at $1 per agent, monthly, featuring email ticketing and a knowledge base. The $25 Regular edition includes communities and surveys, and a custom domain. The recommended $59 per agent, per month Plus edition includes time tracking, custom reporting and dashboards, and an additional internal knowledge base; this edition's features represent the free trial configuration. Beyond this, the $125 Enterprise and $195 Enterprise Elite (per agent, per month) feature support and training, multibrand support, and other perks.
Zendesk, Inc in San Francisco was bootstrapped from its founding in 2007 to June, 2008, when it received its first round of funding. In May 2014 Zendesk went public. The company now employs over 800 people and supports over 51,000 customer accounts.
Zendesk Technical Details